NowClinic online care is a service that provides people with anytime, anywhere access to physicians, specialists, and clinicians, through any computer with Internet¹ access or by using the telephone. Patients can meet with a provider over the phone or using secure live chat – and even see each other if both are using a Web cam. Appointments can be scheduled, but are not necessary.

NowClinic is available to all consumers simply by logging on to www.myNowClinic.com. The service is provided by OptumHealth, a UnitedHealth Group company, and is powered by the American Well™ Online Care platform.

Just like you, we’re concerned about patients receiving care when they need it. That’s why we created this exciting new service. NowClinic allows patients to speak with providers about a behavioral health issue or concern any time via the Web or telephone. Visits are immediate, secure and private, and the system is convenient and easy to use. In addition to anytime, anywhere access, convenient appointments can also be scheduled online.

Using NowClinic is much like having a visit in your office, as you’ll be able to have meaningful, personal visits with patients. Providers and patients simply need a computer with Internet access¹ or a telephone. A Webcam isn’t required, but it would give you the opportunity to be seen by a patient and, if your patient has one, see him or her.

When you’re available for counseling sessions, just log on to the system and indicate your availability. If a patient is waiting in the queue within the state in which you practice, you’ll receive a notification for a session request. You’ll then have an opportunity to review the patient’s concern and either accept or decline the visit request. Upon acceptance, the visit between you and the patient will begin. When the patient ends the visit, his or her payment will be processed², and you’ll complete and simply submit your final notes, so that you may receive payment.

NowClinic online care offers providers many benefits, including the opportunity to interact with patients – anytime or anywhere.

NowClinic allows you to expand your practice without adding additional overhead. And with NowClinic, you have the freedom and flexibility to see patients during the hours you choose from the comfort of home or office. You can pre-schedule appointment availability or log on any time.

By expanding care through a new communication medium, NowClinic providers will position their practice as innovative and responsive to patient needs.

As a behavioral health provider, you know that there are many barriers keeping patients from pursuing behavioral care. NowClinic reduces some of those barriers by allowing patients to visit with providers in the comfort, privacy, and security of their own home or other private location of their choosing. Patients will also have the benefit of reduced travel time to and from appointments, making it easier for them to receive care while managing busy schedules.

Yes, and for this reason, OptumHealth is making the availability of NowClinic^SM online care a priority. The demand for online access to providers is growing. One expert estimates that by 2013, 25% of care that can be delivered online will be.³ Moreover, in a recent survey, 74% of people said they would be likely to use online care. And more than 85% of those who have used online care in the past say they are likely to use it again in the future.⁴

In order to practice on NowClinic online care, providers must be participating providers in the United Behavioral Health (UBH) network. If you’re not currently a participating UBH provider but are interested in becoming part of the network, please visit www.ubhonline.com and click on “Join Our Network” on the left navigation bar.

Medical malpractice coverage is provided by Lexington Insurance Company. The policy is independent of any other malpractice insurance policies. Providers enrolled in OptumHealth NowClinic are automatically covered by the insurance policy at no additional cost to them.

You’ll have the option of scheduling established online hours, or the flexibility of logging in at any time to provide care. If you are logged on and need to step away, the system will alert you with a notification if a patient is in the queue.

A sophisticated rules engine is used by the system to match provider availability with patient demand. Providers who make themselves available are aggregated into “pools,” which in turn are tapped by patients. No single provider needs to be available at any point in time, as pools are constantly changing based on the discretionary availability.

A patient may search for a specific provider by name, practice group, or other characteristics that are important to him or her – for example, languages spoken. Providers that match these criteria will be displayed to the patient and sorted based on the preferences entered, current availability, and NowClinic patient satisfaction rating.

After the online session, if a patient desires, he or she may schedule a follow-up visit in person with you, or any provider of his or her choice. NowClinic payments do not apply to in-person visits. In-person visits are to be charged pursuant to your normal billing practices and would be subject to applicable insurance coverage, if any.

Initially, providers will have access to any information a patient enters and agrees to share in his or her online health history. Following the visit, a complete history, including a secure chat transcript, provider notes, diagnoses, follow-up suggestions, and prescriptions, is captured for future reference.

After you’ve consulted with a patient using NowClinic^SM online care, you may add the patient to your contact list and contact him or her through the system’s secure email.

NowClinic online care visits can be used to complement in-person office visits. Providers will use their own professional judgment to determine whether an in-person visit is the best care management for the individual patient. If a provider determines at the outset of the NowClinic visit that an in-person visit is warranted, the provider may notify the patient. In that event, the fee will be waived.

OptumHealth does not offer legal or business advice relating to how the service, consultation, administration, or delivery of health care are conducted.

Behavioral health visits begin at 20 minutes, with the option of extending for another 10 minutes if agreed upon by both the provider and patient. The maximum length of a visit is 30 minutes.

The cost of a visit varies by type of provider, length of session, and time of day the session occurs. A patient pays a flat fee, depending on the type of provider accessed: a licensed therapist (MA), psychologist (PhD), or psychiatrist (MD). Sessions can be extended for 10 minutes for an additional charge. Providers also have the option of extending the discussion another three minutes to wrap up if needed, at no additional charge.

At this time, neither NowClinic nor the provider submits claims for reimbursement to a patient’s health plan, Medicare, or any state Medicaid program.

Patients are solely responsible for all fees for services provided by NowClinic providers at the time of service. NowClinic fees may be submitted to a patient’s Flexible Spending Account (FSA), Health Reimbursement Account (HRA), or Health Savings Account (HSA)⁵ for reimbursement. However, since NowClinic is not a covered benefit, the amounts do not apply to a patient’s deductible or out-of-pocket expense.

OptumHealth is very sensitive to privacy issues. Each interaction is in full compliance with the privacy and security requirements under the Health Insurance Portability and Accountability Act (HIPAA) and the American Reinvestment and Recovery Act (ARRA). No information is stored on either your computer or the patient’s. Any health information exchanged is encrypted to the highest standards of security.