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Frequently Asked Questions

  • Does UT CONNECT provide full coverage for medical care?

    Yes. UT CONNECT covers the same core benefits as UT SELECT. It’s a benefit for UT System employees and non-Medicare-eligible retirees living or working in Dallas, Tarrant, Collin, Denton, Parker or Rockwall counties.

    UT CONNECT is built on teamwork and service, along with chances for savings. This includes the Southwestern Health Resources network, working with the UT System Office of Employee Benefits and Blue Cross and Blue Shield of Texas (BCBSTX) to help increase value and quality of care.

  • Can I call or email the CONNECT team for help?

    Yes. Members can call the number on the back of their new UT CONNECT member ID cards to reach the CONNECT team. These cards will be mailed in August. The team is also available by email. The email address will be sent directly to members.

  • Will it take extra time if the CONNECT team helps with referrals to see specialists?

    No. Having the CONNECT team available will make it simpler. They are there to take the hassle out of health care for members.

  • Where can I find a list of in-network doctors, hospitals, and urgent care centers?

    For a full list of providers, please visit the Doctors and Hospitals page. Providers not included on this list are out-of-network and no benefits will be paid for care received from out-of-network providers.

  • Which doctors are in-network?

    UT CONNECT members have access to a full range of care, through physicians and caregivers located throughout the Dallas/Fort Worth area. More than 10,000 clinicians are in-network, including:

    • Primary care physicians (e.g., family practice, general practice, and internal medicine)
    • Pediatricians
    • Cardiologists, orthopedic surgeons, neurologists, dermatologists, ophthalmologist, gynecologist, and many other types of specialists
    • Hospital-based practitioners (e.g., anesthesiologists, radiologists, pathologists, ER physicians and hospitalists)
    • Other types of caregivers such as chiropractors
  • What hospitals are part of the UT CONNECT network?

    Some of the top ranked hospitals by US News and World report in our community including:

    • UT Southwestern Medical Center (including all clinical faculty, clinical centers, Clements University Hospital and Zale Lipshy University Hospital)
    • All Texas Health Resources hospital locations (including Texas Health Presbyterian, Texas Health Arlington Memorial, Texas Health Harris Methodist and many others)
    • Pediatric care through Children’s Health, Cook Children’s Medical Center, and other pediatric hospitals in the Dallas/Fort Worth Metroplex.
  • Which urgent care centers are part of the UT CONNECT network?

    There are more than 150 urgent care facilities in North Texas. If you need to find facilities or locations, check the Doctors and Hospitals page or call BCBSTX Customer Service at 1-888-399-8889.

  • Are urgent care centers available outside of North Texas?

    Yes. If you need to find an urgent care facility in other parts of Texas (or any part of the United States), there are in-network providers available. A national network of urgent care providers is available to UT CONNECT members, and can be found by contacting BCBSTX Customer Service at 1-888-399-8889 or going to the Doctors and Hospitals page.

  • Will providers in the UT CONNECT network change during the year?

    Physicians and caregivers do leave and join the network. As a result, there are always changes, which are not unique to UT CONNECT.

  • What if I have an emergency and can't get to a network provider?

    In an emergency, go to the nearest facility for care, in or out of the network. Emergency care is always covered in a true emergency situation (e.g., heart attack, broken bones, head injuries, severe pain, severe bleeding). Please note that care for non-emergency issues are not covered if provided outside of network. For non-emergency care, there are in-network urgent care centers located throughout the United States. Also, the new MDLIVE® service is available along with the 24/7 Nurseline.

  • Is there a new service for virtual office visits with doctors? What is the cost?

    Yes, it’s called Virtual Visits*, powered by MDLIVE®. You can reach a doctor 24 hours day, seven days a week, from anywhere in the United States. It’s new for UT CONNECT, beginning September 2019. There’s no copay or extra charge to use it. Information will be provided before September on how to access this service online or by phone, or downloading an app.

  • What do I do if I am traveling and need non-emergency care?

    Your first call should be to your Primary Care Physician (PCP), who may be able to call in a prescription or provide medical advice. If you cannot reach your physician, resources are available at no charge:

    • Contact MDLIVE® anywhere in the United States. Members can chat with a physician through a virtual visit, 24 hours a day, seven days a week.
    • Call Customer Service at 1-888-399-8889 or visit the Doctors and Hospitals page to locate an in-network urgent care facility nearby.
    • Call the 24/7 Nurseline for help, ranging from answers about whether a baby is colicky or what to do about an upset stomach.
  • Can I see any doctor I choose that’s part of the network?

    You can see any Primary Care Physician (PCP) in the network, any time.

    When you see a specialist, your PCP is available to assist you. It may only require sending an email, calling your PCP’s office or making a request using MyChart. You may not need to go into the doctor’s office. However, please note that you need to obtain a referral from your PCP in order to see a specialist. Also, if you need assistance with a referral to see a specialist, the CONNECT team is available to assist you.

  • Do I need to see a PCP to authorize my annual well woman (GYN) visit?

    No. Women can schedule appointments with a gynecologist for any reason – from an annual Well Woman exam to help with a medical condition.

  • Do I need to see a PCP to authorize a behavioral health visit?

    No. Members and their dependents can schedule appointments with an in-network behavioral health specialist without a referral. For more information, please call 1-800-729-2422.

  • If I’m already seeing a PCP or specialist that is in the UT CONNECT network, will I be able to continue seeing this physician? What if he/she is not accepting new patients?

    If you are an existing patient of a PCP who is participating in the UT CONNECT network, select that physician as your PCP when you enroll for UT CONNECT. There is no need to change doctors.

    If you are seeing a specialist who participates in the UT CONNECT network, contact your PCP or the CONNECT team to arrange for a referral to that specialist. It may be as simple as a phone call, or your PCP or CONNECT team may want to schedule an office visit to learn more about your condition and ensure that you are receiving the most effective care.

  • What if I see a doctor who’s not in the network?

    UT CONNECT doesn’t provide coverage for care received out-of-network except for medical emergencies. If you receive non-emergency care from doctors, urgent care centers or other providers not in the network, the plan will not pay for those services.

  • What if I have trouble getting an appointment with a PCP in the UT CONNECT network?

    Call the CONNECT line or BCBSTX Customer Service at 1-888-399-8889. Our goal is for our members to receive the care they need, when they need it.

    With more than 10,000 participating physicians and caregivers, we are confident members will be able to access care through our team, whether from a PCP, specialist or other caregiver in the network.

  • Can I choose a different PCP for each family member?

    Yes. Each covered dependent can choose their own PCP. There are more than 1,500 PCPs available for adult and pediatric needs.

  • Is it possible to change my PCP?

    Yes. Members may select a new PCP once per month. You can start seeing the new PCP the month after the change is made. The only requirement is that the PCP be in the UT CONNECT network..

  • How long will it take to get a referral to see a specialist? Will it require an office visit with my Primary Care Physician (PCP)?

    Your PCP will work with you to get a referral in a timely manner. Based on your medical history and your PCP’s discretion, referrals may require an office visit or may be done by phone, email, or through MyChart. Our goal is to make this process as smooth and seamless as possible for members and providers.

    The CONNECT team can also help with referrals to see specialists. If you need to see your PCP, the team will let you know when you speak with a navigator or a nurse.

  • Will I need to pay a copay each time my PCP refers me to a specialist?

    No. UT CONNECT encourages a strong relationship between patient and PCP. Our intent is not for members to incur extra costs, but to ensure that you receive the most effective and efficient care possible. In some cases, your PCP may be able to address a medical issue without a referral to a specialist.

    Keep in mind that when you enroll in UT CONNECT, your first PCP visit has a $0 copay. This first “free” visit is a great opportunity to talk with your PCP about specialty care you currently receive or anticipate needing in the future to expedite the referral process.

  • Is there coverage for urgent care and emergencies when someone travels internationally?

    Yes. UT CONNECT uses the same network for international services as UT SELECT.

  • If I have surgery at an in-network hospital, will all related ancillary services (e.g., anesthesia, radiology, labs) be covered at the in-network rate?
    If the provider is part of the UT CONNECT network, the services will be covered at the in-network rate. If the provider is not part of the network, even if a specialist recommends service, it is not covered and will be the member’s responsibility to pay. If you receive care at a UT Southwestern facility, all UT Southwestern providers are part of the UT CONNECT network and will be covered at the in-network rate.
  • My child attends college outside the Dallas/Fort Worth area. If I choose UT CONNECT will my child be able to receive care while away at college?

    Your child should select a PCP in the UT CONNECT network and receive all preventive and routine care while at home on school breaks. The PCP may be available to provide medical advice by phone and call in prescriptions, if needed.

    A few points to consider:

    • The CONNECT team (which includes navigators and nurses) is available to provide guidance.
    • MDLIVE® and the Nurseline are available 24/7. Both are available when a member, such as a college student, isn’t in North Texas and has questions or needs help to access care.
    • There are in-network urgent care centers throughout the U.S. for non-emergency situations.
    • UT CONNECT covers out-of-network care for medical emergencies, anywhere in the world.
    • If your child requires surgery or elective procedures, these can generally be planned in advance and would need to be performed at home. The CONNECT team can answer questions about this and provide support to access in-network care.
  • Are the annual out-of-pocket maximums the same for UT CONNECT and UT SELECT?
    Yes. The out-of-pocket maximums were different when UT CONNECT was introduced in 2018. They are now exactly the same.
  • If I enroll in UT CONNECT and turn age 65 in the middle of the plan year (Sept. 1 – Aug. 21), will I have to change to UT SELECT at that time? And does this impact my spouse's coverage?

    If you are an active UT employee, you do not have to change to UT SELECT. However, when you resign or retire – you and your dependents will need to enroll in UT SELECT. Please contact your HR Benefits representative to learn more about this.

*Virtual visits may not be available on all plans. Non-emergency medical service in Montana and New Mexico is limited to interactive online video. Non-emergency medical service in Arkansas and Idaho is limited to interactive online video for initial consultation.

MDLIVE is a separate company that operates and administers virtual visits for Blue Cross and Blue Shield of Texas. MDLIVE is solely responsible for its operations and for those of its contracted providers. MDLIVE® and the MDLIVE logo are registered trademarks of MDLIVE, Inc., and may not be used without permission.