Hi, I’m Dr. Tania Elliott, Medical Director at Aetna.

Tania Elliott, MD

Clinical Solutions Medical Director, Aetna

Thank you for watching this, and for your continued support to our members during this difficult time. We’re grateful for your partnership.

As doctors, we’re facing unprecedented challenges right now — trying to care for our patients while adhering to social distancing. As a result, we can’t always see our patients in person, but it’s important that they know that we’re still here to help and support them during this difficult time. And just like everyone else, we’ve had to adapt.

As I’m sure you’re aware, we’re now encouraging Aetna® members to use telemedicine services as a first line of defense for non-emergency care. This includes regular appointments, too, not just COVID-19-related concerns.

All medical specialties and subspecialties are eligible to offer telemedicine services — within their scope of licensure. This includes behavioral health and physical therapy.

What is telemedicine?

Telemedicine refers to real-time virtual care. This can include both live video conferencing between doctors and patients, as well as some telephone-only consultations.

As an Aetna provider, you will be reimbursed for telemedicine services at the same level as if the service was rendered face to face.

Please note:

Specific telephone-only services have defined reimbursement and do not crosswalk to face-to-face visits. Go to Aetna.com/provider for details.

If you’re new to telemedicine and it seems unfamiliar, don’t worry. The more you use it, the easier it gets. And we’re doing everything we can to make sure that it’s easy for you to find the claims information that you need.

For the most up-to-date information about our telemedicine policy and all things COVID-19, go to www.Aetna.com/provider and click “Get coronavirus facts.”

Is telemedicine for existing patients only?

No, both current and new patients are eligible.

You should also know that in response to COVID-19, Aetna has made some changes to our telemedicine policy to make things easier for you.

Telemedicine policy updates

Previously, Aetna’s policy required using specific platforms for video conferencing. That requirement has been temporarily relaxed so that you can use certain video platforms, like FaceTime or Skype, if necessary.

To protect patients’ privacy, interactions via chat rooms or other public-facing platforms, like Facebook Live or TikTok, are still prohibited.

Also, please note that there are some communications that are not covered under Aetna’s telemedicine policy, such as texts, fax, telehealth transmission fees, care plan oversight, emails, patient monitoring, physician standby services and concierge or boutique medicine services.

What is not covered?

• Texts    
• Fax        
• Telehealth transmission fees     
• Care plan oversight        
• Emails  
• Patient monitoring
• Physician standby services          
• Concierge/boutique medicine services

As I said, we’re facing a very challenging time right now. And more than ever, you need to be there for your patients. That’s why we’re committed to being there for you.

Thank you for all you do to support our members.

Aetna is the brand name used for products and services provided by one or more of the Aetna group of companies, including Aetna Life Insurance Company and its affiliates (Aetna).

Teladoc® is not available to all members. Teladoc and Teladoc physicians are independent contractors and are not agents of Aetna. For a complete description of the limitations of Teladoc services, visit Teladoc.com/Aetna. Teladoc, Teladoc Health and the Teladoc Health logo are registered trademarks or trademarks of Teladoc Health, Inc.

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