Telehealth Services

Get the care you need — from the comfort of home.

Virtual Care with Telehealth

Balance by CCHP offers telehealth services that allow members to receive certain covered health care services through secure video or audio communication with an in‑network provider. Telehealth can improve access to care when an in‑person visit is not possible or not necessary.

Why Use Telehealth

  • Convenient access for many routine health needs
  • Covered the same way as in‑person visits
  • Same copays and cost‑sharing as your regular office visit
  • Access to in‑network PCPs and specialists who offer telehealth

Use our Online Provider Directory to find a provider who offers telehealth services.

Need help scheduling a telehealth visit? Call Member Services at 1‑888‑775‑7888.

What Is Telehealth?

Telehealth services are health care services delivered using:

  • Real‑time interactive audio and video communication, or
  • Secure “store‑and‑forward” technology, where medical information is sent to a provider for later review and follow‑up

Telehealth may be used for consultation, diagnosis, treatment, and follow‑up care when clinically appropriate.

When Is Telehealth Covered?

Telehealth is covered when:

  • The service is a covered benefit under your plan
  • The service is medically necessary
  • The care is provided by a Balance in‑network provider
  • The visit is delivered through a qualified, secure telehealth platform

Balance covers telehealth services on the same basis and to the same extent as in‑person care, in accordance with California law.

What Will I Pay?

Your cost‑sharing for telehealth services is the same as an in‑person visit, based on your plan’s Benefits and Coverage Matrix.

  • Telehealth visits do not cost more than office visits
  • Copayments, coinsurance, and deductibles apply the same way

How to Access Telehealth Care

  1. Contact your PCP or participating provider
  2. Ask whether your health concern can be treated through telehealth
  3. Follow your provider’s instructions to connect by video or phone

If you need help finding a provider who offers telehealth services, Member Services can assist you.

For Individual & Family health plan members, please refer to your plan’s Evidence of Coverage document (EOC) here for further information.

For Employer Group health plan members, please refer to your plan’s Evidence of Coverage document (EOC) here for further information.

Important Reminders

  • Telehealth is not appropriate for all conditions
  • In a medical emergency, call 911 or go to the nearest emergency room
  • Telehealth services must be provided by in‑network providers to be covered
  • Some services may require an in‑person follow‑up if clinically necessary

Additional Information

Accessibility and Language Assistance

Balance by CCHP provides language assistance services at no cost. Interpreter services are available for telehealth and in‑person visits. Written materials can also be provided in alternative formats, such as large print or audio. For assistance, call Member Services at 1‑888‑775‑7888.

Privacy and Security

Your telehealth visit is protected by the same privacy and confidentiality standards that apply to in‑person care. Providers use secure technology that complies with federal and state privacy laws, including HIPAA. Your personal health information remains private during video, audio, and store‑and‑forward telehealth services.

Technology Requirements

To participate in a telehealth visit, you may need:

  • A smartphone, tablet, or computer
  • A working camera and microphone for video visits
  • A stable internet connection or reliable phone service
  • Any telehealth application or platform your provider uses

Your provider will give you instructions before your appointment, including how to connect and what to expect.

Questions or Need Help?

Please contact Member Services for questions about Mental Health Benefits, In-Network Provider Access, Claims Processing, and ANY other questions or concerns regarding your Balance membership.

Call Us

1-888-775-7888
1-877-681-8898 (TTY)

October 1 – March 31
7 days a week from 8:00 a.m. to 8:00 p.m.

April 1 – September 30
Mondays – Fridays 8:00 a.m. to 8:00 p.m.

Email Us

[email protected]