Cleveland Clinic Virtual Care for GE Employees

Cleveland Clinic Virtual Care

MyClevelandClinic™ offers secure, cost-effective care for common illnesses and health problems through a live, online virtual visit. See a healthcare provider from your home or office in only minutes, on your smartphone, tablet or computer.

Benefits:

• Available 24 hours a day, 365 days a year.
• Providers can diagnose and send a prescription, if appropriate, to your pharmacy (no controlled substances may be prescribed).
• Available for patients ages 2 and older (patients 17 years and younger must be accompanied by a parent or guardian during the visit).
• All visit are in network. Health Choice Option 1 and Option 2 will pay a $20 copay, all others subject to deductible and coinsurance.

MyClevelandClinic is the right choice for treating many typical issues including:

• Allergies (seasonal)
• Asthma – adults only
• Back strains and sprains – adults only
• Bronchitis – adults only
• Common cold
• COVID-19 screening
• Flu (influenza)
• Minor burns or lacerations
• Painful urination (dysuria) – adults only
• Pink eye (conjunctivitis)
• Rashes
• Sinus infections (acute sinusitis)
• Upper respiratory illness
• UTIs (urinary tract infections) – adult females only
• Yeast infections – adults only

Download MyClevelandClinic App on Your Smartphone or Tablet

Learn More

• Learn more about Cleveland Clinic Virtual Visits

FAQs

MyClevelandClinic: Frequently Asked Questions

How does it work?

1. Go online to clevelandclinic.org/ge or download the app and enroll by searching MyClevelandClinic from iTunes App Store or Google Play.
2. Click on “Enroll Now,” or "Start a virtual visit" to sign up. Please make sure you type in “GE” for the Service Key.
3. Once enrolled, choose a provider available at the time of your visit. MyClevelandClinic on demand virtual visits are available 24 hours a day, seven days a week.
4. Before you connect with a provider live, you will be placed in an online waiting room. You can expect to wait 5‐10 min for the provider to review and accept the consultation.
5. When the session is over, you can share the visit notes with other providers (for example, your primary care provider) as appropriate. A complete record of each visit is kept for you, so you can go back and access it at a later time.

What if I forget to enter the Service Key during enrollment?

If you forget to enter the Service Key “GE” during enrollment, you may still enter the service key post-enrollment by following the below steps.

1. Login to your MyClevelandClinic account.
2. If you access the service on a desktop, select “+ Add a Service Key.” under My Services. A pop-up window will appear for you to enter “GE” as the Service Key then click “Add.”
3. If on a mobile device, select the “More” icon in the bottom right corner. From here, the Settings screen will appear. Select the “Service Keys” tab and enter “GE” as the Service Key. After you type in “GE” click “Save.”

Where is MyClevelandClinic available?

MyClevelandClinic is available in all US continental states. This service is for members enrolled in a GE medical plan only (Health Benefits or Health Choice).

Who are the providers who offer on demand virtual visits?

There are two main groups of providers:

• Cleveland Clinic doctors, nurse practitioners, and physician assistants are staff members of the Cleveland Clinic Foundation.
• Online Care Group is a primary care practice with a national network of US-based clinicians that provides online clinical services.

Additional providers, such as internists, pediatricians, and nurses, may be available in the future. All providers are licensed in the state for which they practice, credentialed and are specifically trained to deliver on demand virtual visits.

In addition to times when you’re unable to see your primary physician, or on nights and weekends, MyClevelandClinic might be appropriate when you have questions about preventive care and/or age‐ and gender‐appropriate screenings.

What can I use MyClevelandClinic for?

• Allergies (seasonal)
• Asthma – adults only
• Back strains and sprains – adults only
• Bronchitis – adults only
• Common cold
• COVID-19 screening
• Flu (influenza)
• Minor burns or lacerations
• Painful urination (dysuria) – adults only
• Pink eye (conjunctivitis)
• Rashes
• Sinus infections (acute sinusitis)
• Upper respiratory illness
• UTIs (urinary tract infections) – adult females only
• Yeast infections – adults only

Can a provider prescribe medication as part of a virtual visit?

Yes. If the doctor on MyClevelandClinic believes medication is warranted, he or she can write a prescription for non‐narcotic medications (i.e. no controlled substances), which can be sent directly to your preferred pharmacy. Please note, some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations. State regulations may prohibit prescribing medication online or via telephone.

What is the cost of an on demand virtual visit?

The visit could range in cost from $0 - $55 depending on where you are in your GE Health Choice or GE Health Benefit plan. Most visits are completed within ten-minutes, but the consult can be extended by the provider for no additional cost, if necessary. For employees with medical coverage from GE (including Aetna, Blue Cross Blue Shield of Alabama, CDPHP, and UnitedHealthcare), MyClevelandClinic virtual visits are an in-network covered benefit.

How do I pay for an on-demand virtual visit?

You can pay for your visit with any major credit card. Your payment information is required before you can proceed with your visit, but your card will not be charged until your consult is completed. The amount you’re charged will be the exact amount you will owe based on your current benefit situation.

Does MyClevelandClinic care accept my insurance?

MyClevelandClinic care is covered at the in-network benefit level and accepted by GE medical plans(Health Choice or Health Benefits) if your administrator is UnitedHealthcare, Aetna, BlueCross BlueShield of Alabama or CDPHP.

Does MyClevelandClinic take into consideration my current benefit phase such as deductible, coinsurance or out of pocket maximum when charging me for my visit?

Yes. Payment amount will depend upon your current benefit situation and your plan design. After you enter your insurance information, MyClevelandClinic will electronically contact your medical plan administrator to determine eligibility and calculate payment amount based on where you are in your deductible, coinsurance and/or out of pocket amounts.

For example, if you have reached your out of pocket maximum you would not owe anything for the visit.

Will MyClevelandClinic bill my insurance company?

Yes. Following your visit, MyClevelandClinic will submit your claim electronically to your medical plan administrator. Your medical plan administrator will process your claim at the in-network level. Please note that your explanation of benefits (EOB) will list “Online Care Network” as the provider for your visit.

I’ve registered for myself and my children, how do I register for my spouse?

Since this is a medical service involving personal health information, each person over the age of 18 (including dependents over the age of 18) must have a separate account associated with a unique email address.

If a doctor is located in a different state than I am located, can I talk to that doctor?

Yes, you can speak with that doctor. Any provider that shows as “available” in the state where you are located is licensed to provide care in that state.

If you are traveling and need to change your state, please follow these instructions:

• Login to your account online (clevelandclinic.org/ge) or through your app.
• Look for the “My Location” indicator (at top of screen while on the web and under the more button at the bottom if you are in the app). Click on the state name and it will open a drop-down menu that will allow you to select your current state. Click the Save button. Your home page will populate with the providers that are available in the state that you’ve selected.

What languages are offered on MyClevelandClinic?

At this time, only English is available.

Will I have a record of my MyClevelandClinic on demand virtual visits?

Yes, MyClevelandClinic maintains a complete record of your online visit, which is available to you for review at a later time. You can also share your visit record with anyone you wish to, such as your primary care provider.

Do providers have access to my health information?

If you have provided your health history or other health information into the MyClevelandClinic, you can make this information available to the attending provider. Having access to health information is important to providers and helps them provide timely, informed care.

How does MyClevelandClinic care protect the privacy of my health information?

We take privacy issues very seriously. As with an in‐person office visit, each virtual visit is in full compliance with the privacy and security protection afforded to you under the Health Insurance Portability and Accountability Act (HIPAA).

I’m having trouble with my account or registering. What should I do?

If you are experiencing any difficulties with the MyClevelandClinic, please contact our Consumer Customer Support team by phone 1.866.569.7530 (toll-free) or email at customer.support@americanwell.com.