Cigna Expands Telehealth Platform, Launches Virtual-First Plan

Cigna is expanding its virtual care and telehealth platform by providing a greater array of virtual healthcare services for its members, increasing provider access to patient health information, and launching a virtual-first health plan.

The expansion comes six months after Cigna’s health services business Evernorth acquired the telehealth platform MDLIVE.

“With MDLIVE now part of Evernorth, we’ve fast-tracked our ability to offer a broader suite of differentiated, future-state care solutions that make the patient experience easier and more convenient,” Eric Palmer, president of Evernorth, stated in the press release.

“Today’s announcement represents a significant step forward for millions of health plan customers who will gain on-demand access to a wider range of highly-specialized, in-network healthcare professionals.”

Cigna members will have access to virtual-first primary, dermatology, behavioral, and urgent care services, the payer said.

Members who are enrolled in a Cigna employer-sponsored health plan will gain access to MDLIVE’s primary care network starting in January 2022. Members can attend routine care checkups and sick visits via virtual appointments. They may also refill a prescription or follow up on a concern that went unaddressed during an in-person visit using the telehealth platform.

In January 2020, Cigna partnered with MDLIVE to launch a virtual wellness screening program, adding to its virtual urgent care and telemental care offerings.

Following the launch, the payer discovered that more than three-quarters of member participants did not have a primary care provider.

More than half of the members were able to identify a health condition after attending a virtual screening. This emphasized the importance of primary care access, and Cigna said it hopes to increase availability with its expanded virtual offerings.

“Our customers value convenient access to high quality care and are increasingly finding virtual care is a great way to meet their health needs. This substantial expansion in MDLIVE services providers even more of those choices to our customers,” Heather Dlugolenski, senior vice president of solutions at Cigna, stated in the press release.

“Not only will this give more people an additional entry point to the healthcare system, but patients will be able to build lasting relationships with their preferred MDLIVE provider just as they would in a traditional office setting.”

Cigna is also expanding its virtual care platform to include dermatology services for employer-sponsored health plan members and members on an Affordable Care Act Marketplace health plan. The average wait time to see a dermatologist is more than 30 days and Cigna’s healthcare providers will provide members with feedback within 15 hours, according to the press release.

In addition to expanded services, Cigna will facilitate access to patient health information for telehealth providers. MDLIVE providers will be able to view patient health information during virtual visits to better track patient progress, improve care coordination, and initiate positive patient-provider communication.

During a virtual visit, providers can also refer patients to other in-network specialists and send patients lab work orders at in-network facilities.

Cigna is aiming to increase access to affordable virtual care and telehealth by launching a virtual-first health plan. Select employers can receive virtual care services from MDLIVE providers for a zero-dollar copay through the plan, the payer stated. The virtual-first plan also includes chronic care management and no referral requirements for in-person visits as long as the provider is in-network.

Virtual-first health plans are becoming increasingly popular, with major payers like CVS Health and UnitedHealth Group adding virtual care to their plan offerings.

“At Cigna, we are constantly innovating our plan designs to meet the needs of our customers while continuing to make healthcare more affordable, predictable, and simple,” Dlugolenski concluded. “Expanding into virtual-first health plans is the next step in providing a convenient and comprehensive care experience.”