When You Need Care Frequently Asked Questions


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General Information

Answer: Your out-of-pocket costs, which may include copays, coinsurance and deductible, are directly related to the cost of the service itself, as well as where (office location or type of facility) the service is being provided.

Generally speaking, emergency rooms and hospitals are the most expensive places to receive care, so your out-of-pocket costs will be the highest in these locations.

Remember, you have many choices when you need care and the more you know before you go, the better chance you have to get the best care at the best price.

Answer: PCPs play a huge role in keeping you healthy for the long run. If you don’t already have a PCP, you can begin researching one today. Get started by asking your family and friends about their doctors.

You can also search for providers who participate in your health plan by using our Find a Doctor tool. You can choose from family practice, internal medicine, or general practice doctors as your PCP.

Things to consider:

  • Would you like your PCP to be close to your home? Close to your office?
  • What time of day would you like to make appointments?
  • Once you have narrowed down your options, visit the doctor’s office. Is the staff friendly? Do you like the facility?
  • Review your decision to make sure you’re happy.

Answer: It’s easy to find the most up-to-date information on health care providers and facilities who participate with the CareFirst provider networks.

Answer: Where you receive that care is a personal decision, and you always have choices. However, establishing a relationship with one doctor is the best way for you to receive consistent, quality care. Your PCP is most familiar with your medical history and may be able to see you right away, or direct you to further medical care should it be necessary.

Additionally, your out-of-pocket costs will be less when visiting a PCP office versus an urgent care center. Don’t forget convenience care centers are also an option for immediate care and they are often a lower cost option than urgent care centers.

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Video Visit

Answer: When your primary care provider (PCP) isn’t available, you can connect with a doctor* anytime day or night through your phone, tablet or computer. It's convenient, easy to use, private and secure. The cost for Video Visit varies based on your benefits, but will never be more than $49. You can sign-up today so you’re ready to see a doctor whenever you need one.

* The doctors accessed via CareFirst Video Visit are independent providers making their own medical determinations and are not employed by CareFirst. CareFirst does not direct the action of participating providers or provide medical advice.

Answer: Download the CareFirst Video Visit app from your favorite app store or visit www.carefirstvideovisit.com and sign in using your email address and password.
Note: when registering, use the name exactly as it appears on your CareFirst member ID card.

Answer: CareFirst Video Visit is intended for the treatment of common, uncomplicated, non-emergency health concerns including, but not limited to:

  • Bronchitis
  • Cough/sore throat
  • Sinus infection
  • Diarrhea
  • Fever
  • Pinkeye
  • Cold/flu
  • Respiratory infection

Depending on your situation, the doctor may diagnose, prescribe and suggest follow-up care when appropriate.

Answer: The cost for Video Visit varies based on your benefits, but will never be more than $49.

Answer: When your primary care provider isn't available, you can use Video Visit for all kinds of reasons including when:

  • Your doctor’s office is closed
  • You are on business travel or vacation
  • You have children at home and can't bring them to the doctor’s office

Answer: Yes! CareFirst Video Visit is great when you're on the road for vacation of work. Video Visit is available in all 50 states. CareFirst Video Visit is not available outside of the United States (including Puerto Rico).

Answer: Video Visit doctors:

  • Average 15 years’ experience in primary and urgent care
  • Are U.S. Board Certified, licensed and credentialed
  • Have profiles, so you can see their education and practice experience
  • Are rated by other patients, so you can review and select the doctor that meets your needs

Answer: Your spouse will need to create a separate account to enroll.

Answer: Parents and guardians can add their children who are under age 18 to their account and have Video Visits on their behalf. Be sure to enroll yourself first and then add your child to your account.

Answer: Children and adult dependents age 18 and older will need to create their own account.

Answer: Contact the service provider, American Well, directly at 877-699-4117 or via email at CareFirstVideoVisit.Support@americanwell.com.

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Patient-Centered Medical Home

Answer: Patient-Centered Medical Home (PCMH) PCPs can help you take an active role in improving or maintaining your health through coordinated care and access to tools and resources. They may design custom treatment plans, direct you to the proper care centers and closely monitor your health conditions with the help of a large network of CareFirst nurses.

Additionally, selecting a PCMH PCP is one of the steps required to earn your Blue Reward, if applicable. Blue Rewards is an incentive program available to most members that encourages you to get healthy and rewards you for doing so.

Answer: To locate a PCMH PCP, use our Find a Doctor search tool. When you search for a PCMH PCP, you can filter to show only those providers who participate in the PCMH program. These providers will have the PCMH logo in their listings.

PCMH logo

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