Cigna virtual support offers accessible, safe care anywhere

The Coronavirus (COVID-19) pandemic continues to keep many homebound for much of the time. While there may be no place like home, there’s also no better time than now to appreciate the value of strong virtual support resources. At Cigna, we understand the need to meet our customers and clients where they are. In a recent 2020 JD Power study, Cigna virtual care ranked highest among payers in overall customer satisfaction in three out of four factors: customer service, enrollment, and billing and payment. 

Extra support services, like coaching programs and access to pharmacists, are always available to help customers in need. Virtual care lets this support go multi-dimensional. It includes the different forms of evaluation and response that would otherwise take place face-to-face, but with the extra ability to accommodate customers in all types of settings and circumstances.

Beyond a traditional phone conversation or email exchange, virtual support may take the form of a video or online chat.

• The Cigna Virtual Care team delivers digital solutions that can help with minor medical conditions, behavioral health support and wellness screenings. An array of convenient care delivery options extend beyond traditional telemedicine services and can help make health care more affordable, predictable, and simple.
• Our expanded suite of Cigna Virtual Care options include medical, behavioral, and wellness/primary. Virtual services take place between Cigna’s network providers and MDLIVE - a telemedicine provider with access to board-certified doctors, pediatricians and licensed therapists. Consultations occur via online video, phone or mobile app. As part of our pandemic response, hundreds of Cigna clinical staff joined the MDLIVE team to help deliver much-needed virtual care to patients.
• Talkspace expands our virtual provider network by connecting customers enrolled in employer-sponsored behavioral health plans to talk and text with licensed therapists. These therapists are available on-demand via private messaging (text, voice, video) or live video session. Availability is limited and based on other product selections. Talkspace also offers targeted mental health support and programs in certain states where therapists are licensed.
• The Cigna One Guide® service is Cigna's next generation service experience. It offers the convenience of a mobile app with the personal touch of live service. Customers get the health support they need while maximizing their benefits plan resources.
• Virtual coaches support participants in the Cigna Diabetes Prevention Program. Customers with prediabetes have access to a digital intensive behavioral counseling program, offered in collaboration with Omada Health. Participants work with a virtual coach and learn how to apply meaningful changes around eating, activity, sleep, and stress, and then focus on sustaining those behaviors over time.
• The Cigna Caregiver Support program includes access to Vela, a secure communication app that helps with coordinating care. Vela connects care coaches, health care professionals, caregivers and family all in one easy to use place, online.
• Interactive video lessons for stress management are also available. This offering is available through iPrevail, a digital therapeutics health engagement platform. It works through interactive video lessons and one-on-one coaching, designed to help customers take control of the stresses of everyday life. It aims to help with depression, anxiety, post-traumatic stress disorder and other conditions. Availability is limited and based on other product selections.

Virtual support also means added flexibility to connect customers to valuable convenience.

• Automatic medication refills - For customers who need prescription maintenance medications, the Home Delivery with Autofill option makes it easier to manage their prescription(s) on their phone or online. Medications arrive by mail directly to their home, or location of choice, saving individuals a trip to the pharmacy. By adding autofill, the customer may find it simpler to stay on track with taking their medication as prescribed – so they don’t miss a dose.
• Cigna has also collaborated with Medocity, a health care technology company, to provide an interactive digital tool offering remote monitoring for COVID-19 symptoms. Medocity for Cigna allows customers to track their symptoms, connect with care advocates and access behavioral and emotional supportive resources. If COVID-19 symptoms become more severe, Cigna Care Advocates can reach out to the customer directly to offer guidance and care coordination support. The tool is accessible via web or smartphone app. Customers can monitor and report symptoms and vital signs, access educational resources, and communicate with Cigna Personal Nurse Advocates via secure messaging.

Cigna will continue to enhance and evolve the various ways we connect with and support customers. No matter how a connection takes place, our goal remains to meet customers where they are and make sure they have the resources they need to reach their best health. 

Cigna provides access to virtual care through national telehealth providers as part of your plan. This service is separate from your health plan's network and may not be available in all areas.

Cigna provides access to virtual care through a national telehealth provider, MDLive located on myCigna, as part of your health plan. Providers are solely responsible for any treatment provided to their patients. Video chat may not be available in all areas or with all providers. This service is separate from your health plan’s network and may not be available in all areas or under all plan types. $0 virtual care benefit not available for all plans in CO. Some plans may apply a copay, coinsurance or deductible. Virtual care does not guarantee that a prescription will be written. Refer to plan documents for complete description of virtual care services and costs, including other telehealth/telemedicine benefits. A primary care provider referral is not required for this service.

COVID-19-related content is for informational purposes only, based on current information, and subject to change. Please follow official guidance provided by local health authorities and government officials when developing reopening plans to meet the unique needs and characteristics of each location and workforce population.