Teladoc Health vendor change member notification

As previously communicated, AmeriHealth has chosen Teladoc Health (Teladoc) as our vendor of choice for telemedicine, telebehavioral health, and teledermatology virtual care services. As a reminder, all members who have access to virtual care services through MDLIVE® will be transitioned to Teladoc on January 1, 2024, regardless of their renewal date.

To help you understand these new Teladoc services, we’ve created:

Member notification

In order to prepare for this change, members who have previously used MDLIVE for telemedicine, telebehavioral health, and teledermatology services will begin receiving notifications later this week via Wire, email, or mail (depending on their preference).

Member letter examples can be found below:

These notifications will share the value of transitioning to Teladoc and explain what steps members will need to take to start using their Teladoc benefits beginning January 1, 2024. Members do not need to take any action at this time.

Behavioral health providers on the MDLIVE platform that see members on a recurring basis will be working with members to close out any visits by the end of 2023. Members can call the member services number located on the back of their member ID card or they can log in to the Teladoc website on January 1, 2024 to find the best provider that meets their needs. With over five times the number of providers in the Teladoc network, we are confident members will find the best provider to support them when they need it the most.

Continuity of care

Please note: In the late-June 2023 Market Edge, AmeriHealth communicated the transition from MDLIVE to Teladoc for virtual care services and that plans for continuity of care were being developed for members who have seen an MDLIVE telebehavioral health provider in 2023. Please refer to the following for an update on access to services and notification to members.

It has been determined that continuity of care does not apply to MDLIVE providers. Members can continue to receive MDLIVE services through December 31, 2023. After this date, members will not be able to receive services, including behavioral health services, from MDLIVE providers. Members can register on the Teladoc platform and receive services from Teladoc providers starting January 1, 2024.

AmeriHealth will send out a notification in September informing members of the change to Teladoc. Any member that has received services through MDLIVE will receive this notification. Additional notifications will go out in 2024 regarding this change in order to ensure our members are connected to a Teladoc provider for all their virtual care needs.

AmeriHealth is committed to working with members to ensure a smooth transition from MDLIVE to Teladoc. Members who have questions about this change or are in need of mental health and/or substance abuse services can contact Customer Care Advocates by calling the number on the back of their member ID card.