FAQs – Virtual Therapy

Your program now offers more virtual therapy options, provided by BetterHelp.

Click here to watch a brief video on how to get started with BetterHelp.

 

What is virtual therapy?

Virtual therapy is therapy that takes place via text messaging, chat, phone and/or video.

Who is BetterHelp?

BetterHelp is the world’s largest online counseling service with over 11,000 therapists in all 50 states and growing rapidly. Like Magellan, their mission is making professional counseling accessible and convenient so anyone who struggles with life’s challenges can get help when and where they need it.

What are the key features?

• Counseling for the entire family – individual counseling, couples counseling and teen counseling (Ages 13 – 18 with parental consent).
• Counselors are licensed, trained, experienced, and accredited.
  • Psychologists (PhD / PsyD)
  • Marriage and family therapists (LMFT)
  • Clinical social workers (LCSW / LMSW)
  • Licensed professional counselors (LPC)
  • All counselors have a Master’s Degree or a Doctorate Degree in their field. They have been qualified and certified by their state's professional board after successfully completing the necessary education, exams, training and practice. While their experience, expertise and background vary, they all possess at least three years and 2,000 hours of hands-on experience.
• Secure platform – BetterHelp is built with state-of-the-art technology and infrastructure with one thing in mind: protecting your privacy and safeguarding the information you provide. The platform is HIPAA compliant, SOX compliant and 256-bit-SSL Secure.

Who is eligible?

You and your household members ages 13+.

How can I access virtual therapy?

Online registration

1. Go to BetterHelp.com/Magellan and click on "Get Started."
2. Enter your first name, last name, email address and company name, then click “Submit.”
3. Once you click “Submit,” you will receive an email with the subject line, “Here is your online counseling invite from Magellan Healthcare.” Within the email, click the hyperlinked text that reads “CLICK HERE TO GET STARTED.”
4. Complete the registration and questionnaire, then begin messaging a therapist through your web browser or the BetterHelp mobile app. Typically, you can communicate with a therapist within 24 hours of completing the questionnaire.

Phone registration

1. Call your program. A Magellan representative will ask you questions to understand your unique situation and, if appropriate, refer you to BetterHelp. The referral form generates an email to you with a unique link to complete a questionnaire.
2. Once the Magellan representative refers you to BetterHelp you will receive an email with the subject line, “Here is your online counseling invite from Magellan Healthcare.” Within the email, click the hyperlinked text that reads “CLICK HERE TO GET STARTED.”
3. Complete the registration and questionnaire, then begin messaging a therapist through your web browser or the BetterHelp mobile app. Typically, you can communicate with a therapist within 24 hours of completing the questionnaire.

How does it work?

• You can choose to meet using one of four modalities: Messaging (Unscheduled); Chat (Scheduled); Phone (Scheduled); Video (Scheduled).
• As soon as you are matched to a provider you can:
  • Begin texting right away.
  • Schedule your sessions using the online scheduling tool.
• Note: BetterHelp’s platform is English only; however, providers currently offer 44 languages.

How many sessions do I get?

• Your program offers a specific number of pre-paid counseling sessions. For virtual therapy, one audio or video or live chat session = one pre-paid counseling session.
• One week of text messaging is equivalent to one pre-paid counseling session.
• Text messaging can be used in addition to live, scheduled sessions for continuity of care in between sessions. For example, if you have three counseling sessions, you can use one live video session, one live phone session and one live chat session. You can use text therapy in between the video/chat/phone sessions. Text therapy is not counted as an additional EAP session if done in the same week.
• Sessions are highly individualized and last 30-60 minutes. If you are dissatisfied with the duration of your session, discuss your expectations with your counselor. If you cannot come to a resolution, you can go into your BetterHelp account to change your counselor.
• If you need services beyond the pre-paid counseling sessions you can purchase additional sessions with a 30% discount off the current rate, enabling you to maintain a relationship with your therapist. You will pay for services on the BetterHelp platform.

I’ve used all of my sessions, but want to meet with a therapist about a new concern. How can I reset my sessions?

• Call your program phone number (800) 537-5221 to complete a new referral. Your number of sessions will be reset and you will then be able to start working with a therapist about your new concern.

How do the different modalities work?

• Text messaging – Once you are matched to a counselor, you and your counselor will get a dedicated "room" which will be your private and secure place to communicate. In this room, you will write about yourself, the things going on in your life, ask questions and discuss the issues that trouble you. Your counselor will then read your messages, and respond with questions, feedback, insights, and guidance.
• Live chat session – During a live chat session, you can still enjoy the convenience and privacy of messaging but also enjoy a "live" interaction that allows instant response and feedback from your counselor. To have a live chat session, you will first need to schedule a time with your counselor. At the scheduled time, log in to your account to start typing and chatting with your counselor.
• Live phone session – To talk with your counselor over the phone, you will need to schedule a time with your counselor and log in to your counseling room at that time. The counselor will prompt you to start the phone session and the system will ask you for your phone number. The system will then call you at that number and connect you with your counselor to start the phone session. Please note that the phone number you enter will not be shared with the counselor.
• Live video session – To talk with your counselor via video, you will need to schedule a time with your counselor and log in to your counseling room at that time. Your counselor will then prompt you to start the video session. After you confirm, you will immediately begin video chatting with your counselor.

When does text messaging count as a session?

• Text messaging can be used in addition to live, scheduled sessions for continuity of care in between sessions. Text messaging is not counted as an additional EAP session if done in the same week as your scheduled appointment and is kept under 500 words. If you exchange over 500 words with your therapist within a seven day period, this will count as a session.

Can I stay anonymous?

• Yes. When you sign up you are not asked for your full name or contact information. You may pick any "nick name" which will identify you in the system. When you decide to start the counseling process, you will be asked for emergency contact information which is kept safe in the system so it can be used if your counselor believes that you or someone else might be in danger.

What kinds of concerns can virtual therapy help with?

• BetterHelp counselors can assist with many issues including stress and anxiety, depression, self-esteem, relationships, family conflicts, anger management, career difficulties, sleeping, trauma and abuse, intimacy, grief, eating, addictions, parenting, bipolar disorder and LGBT-related topics.

What do I do if I’m asked to provide my credit card information?

• If you are using BetterHelp through your program, you should not be asked to provide your credit card information.
• If you are asked to provide your credit card information prior to matching with a counselor, please refer back to the email you received after registering for BetterHelp. The email subject line is “Here is your online counseling invite from Magellan Healthcare.” Within the email, click the hyperlinked text that reads “CLICK HERE TO GET STARTED.”
• If you are still asked to provide your credit card information after navigating to BetterHelp using the email link previously mentioned, please email contact@betterhelp.com or call your program phone number (800) 537-5221.
• You will only be asked to provide your credit card information after completing your allotted number of sessions available through your program. To continue using BetterHelp at that time, please provide your credit card information.

Can I use BetterHelp for individual and couple’s therapy at the same time?

• Yes, you can use BetterHelp for individual and couple’s therapy at the same time, but you need a separate referral. If you would like to use the same email address for both therapy options, please call your program phone number (800) 537-5221 to complete a referral.

How can I register a minor or dependent with BetterHelp?

• To register a minor or dependent, follow the steps above to register online or over the phone. If the minor or dependent has their own email address or will be using an email address that is not already associated with a BetterHelp account, use this address when completing the registration. To register for BetterHelp using an email address already associated with a BetterHelp account, please call your program phone number (800) 537-5221 to complete a referral. 

Is my BetterHelp therapist also in my behavioral health network?

• Services beyond the sessions covered in your program benefits are outside the scope of your program and subject to availability, appropriateness, and potential cost, all as discussed between the provider and member. Members should discuss this question directly with their provider and medical /behavioral health carrier.

Who can I contact for technical support?

For technical support, please email contact@betterhelp.com.

Who can I contact for concerns with my counseling experience?

Please email contact@betterhelp.com or call your program phone number (800) 537-5221.