You may be eligible for virtual, supplementary care through the Teladoc Health Condition Management program. Members who qualify can get one-on-one ongoing care from a Teladoc Health care provider. Care providers support members with lifestyle changes and making the most of their medication.
General questions
Who is eligible to work with the Teladoc Health care team?
You may be eligible if:
- Your employer or plan sponsor has opted in to offer the condition care service.
- You’re 18 to 75 years old.
- You’re enrolled in the Diabetes Management, Hypertension Management, Diabetes Prevention or Weight Management programs.
- You use a smartphone. This service is only available through our mobile app.
To qualify for this program, you must also have one of the following:
- A recent A1c greater than 8%
- Consistently high blood sugar
- Blood pressure consistently greater than 140/90 mmHg
- A BMI greater than or equal to 35 and less than 5% weight loss through lifestyle changes
At this time, the care team can’t treat people who:
- Have type 1 diabetes
- Have stage 4 or 5 chronic kidney disease
- Have cancer or had chemotherapy in the past 12 months
- Have heart or liver failure
- Are using mealtime insulin
- Are in hospice or palliative care
- Have a history of organ transplant
- Are pregnant, breastfeeding or actively pursuing pregnancy
Is there a cost to participate?
The cost depends on your coverage. For many members, there will be no cost. High-deductible health plan? You may have to pay a low-cost visit fee.
How is this care different from other Teladoc Health services?
Teladoc Health 24/7 Care (General Medical) is better for one-time issues, like a cold or flu. Teladoc Health Primary Care (Primary360) provides annual checkups and preventive care.
Condition Management visits focus on improving your chronic condition. For example, members with type 2 diabetes can receive a continuous glucose monitor. This device can help you better manage your blood sugar.
How do you keep my health data safe and secure?
Rest assured, your health data is safe and secure. It’s protected by privacy laws and regulations. It’s not shared with anyone without your consent. Check out our Notice of Privacy Practices. This explains how we use and share your information and keep your PHI safe.
Who can I contact if I have questions?
You can contact Member Support at membersupport@livongo.com or 800-945-4355. After you start working with the care team, you can message them through the app.
Care team questions
What can the care team help me with?
If you have uncontrolled type 2 diabetes, hypertension or obesity, the care team can:
- Review your current care plan and provide new perspectives
- Give personalized guidance to change your lifestyle, diet or activity
- Help you understand how your lifestyle and medication relate
- Answer questions about medication
- Make sure medications you’re taking are safe and essential
- Address medication side effects and interactions
- Prescribe new medications or change your existing dose and schedule
- Keep you on track with day-to-day support
It’s important that you keep seeing your other providers. They care for health needs beyond type 2 diabetes, hypertension and obesity. The care team will defer to your providers’ instructions for managing other conditions.
Who will be on my care team?
Your care team will include:
- A Teladoc Health care provider
- A registered nurse
- Clinical support staff
You’ll also continue to have the option to work with a health coach. Our expert coaches include certified diabetes care and education specialists (CDCES) and chronic care professionals. Some also have additional training, with qualifications as:
- Registered dietitians
- Licensed social workers
- Exercise physiologists
Are Teladoc Health care providers certified?
Our care providers are medical doctors. They’re board-certified in family practice, internal medicine and related specialties. They have experience connecting with patients. They will support you every step of the way.
How is this care different from the care I get from my other doctors?
The Teladoc Health care team provides supplemental care for type 2 diabetes, hypertension and obesity. This care takes place in between routine visits with your other doctors. It complements the care you’re already receiving.
During your first visit, you’ll talk about your goals. You’ll be able to adjust your care plan every two to four weeks. No need to wait months! You will also continue to have access to an expert coach. They can guide you day to day as you turn new practices into habits.
Will you keep my doctor informed?
Absolutely! When you schedule your first visit, you tell us who to keep informed. The care team will send their notes after every visit. They will also connect when they make or suggest changes to your care plan. Your doctor can contact the care team if they have questions or concerns.
What if my doctor disagrees with the care team?
Your care team will follow national guidelines. Their guidance should be consistent with how your doctor provides care. If your doctor does have any concerns, they are welcome to reach out anytime. Your doctor can find your care team’s contact information on every visit note.
We asked independent primary care physicians for their opinions on this service. Their responses were positive.
How will I meet with the care team?
You have options! You can choose to meet with a care provider by video or phone. You can also message your care team through your account anytime.
To work with an expert coach, you can schedule a one-on-one phone session. You can also message a coach through your account anytime.
When will the care team be available?
You can send non-urgent messages to your care team anytime. They will respond by the end of the next business day. When you schedule a visit, you can select any available time. This may include evening hours and one Saturday a month. Your expert coach should be available for day, evening and weekend sessions.
Can I schedule visits with the same Teladoc Health provider I work with now?
Already working with a Teladoc Health Primary Care (Primary360) provider? That’s great! When you schedule a visit, we'll show you when they are available. You will also have the option to select a new provider. If you choose someone new, they will become your Teladoc Health Primary Care (Primary360) provider.
What will it be like to work with the care team?
You’ll have an initial visit, follow-up visits and ongoing support. Here’s what happens for each:
- Initial visit – You and your Teladoc Health care provider will create a personalized care plan. It will consider your medical history and goals. The care provider may change your medication and/or order lab tests. They may prescribe new medication. If you have type 2 diabetes, they may prescribe a continuous glucose monitor (CGM) at no extra cost.
- Follow-up visits – The care provider will review any lab results. They will look at your self-monitoring data, like blood sugar, blood pressure or weight readings. They will talk with you about your progress and adjust the care plan as needed.
- Ongoing support – You can send your care team messages through the app between visits. You’ll get personalized health tips and insights to keep yourself on track. You will also meet with your expert coach. Your coach will help you make sense of your data. They will also provide day-to-day guidance for lifestyle changes, answer questions and help with CGMs if prescribed. Our clinical support staff can handle tasks like pharmacy coordination and prior authorizations.
How long will I work with the care team?
You will meet with a Teladoc Health care provider every two to four weeks. These meetings will continue until you reach and maintain clinical control. That means that your blood sugar, blood pressure and/or weight are in a healthy range. For Diabetes Management and Hypertension Management program members, this takes two to three months on average. For members in the Diabetes Prevention and Weight Management programs, the average is 12 months. You may work with your health coach for support for as long as you are a member.
Medication questions
How will you know which medications I’m already taking?
A nurse will call you before your first virtual visit with the care provider. They’ll review your medical history and medications. They will do this every time you have a visit.
What if I don’t want to take a medication?
The care team will talk with you about your preferences and options. If you don’t want to take medication, the care team will respect your decision. You can talk with them about other strategies like diet and exercise. They may suggest you schedule coaching sessions for lifestyle guidance.
How will you know where to send my prescription or lab orders?
The care team will help you choose an in-network pharmacy and/or lab.
Will my Teladoc Health care provider prescribe weight loss medication?
Teladoc Health care providers can prescribe GLP-1 medication for weight loss. Our providers will determine if this is a good fit for you. For people who qualify, we offer a layered approach. Besides the medication, your care provider may recommend additional clinical support. An expert coach will be available to support your weight loss journey. You may also meet with a Registered Dietitian for personalized nutritional guidance or a behavioral health specialist.
Learn more about the use of GLP-1 medications for weight loss.