With that said, I am excited to welcome John Troutman back to host part three of our Turnkey Solutions for Employer Groups series. Today’s focus is virtual care. John, I will turn it over to you.

Thank you so much, Elise. It is great to be with all of you today. Whether you are watching live or viewing this as a recording, I truly appreciate you taking the time to join us. This is one of my favorite topics, and I am excited to support URL through this presentation.

You may be wondering why we are discussing virtual care and whether all virtual care solutions are the same. I want to provide some background based on my experience. Back in 2012 and 2013, I worked with a startup based in Texas that focused on virtual health. At the time, they approached me about helping market telehealth solutions nationwide through advisors. When I shared the idea with an investor and the CEO of my marketing company, I was told that people would never talk to a doctor over the phone or virtually.

We all know how that turned out. The demand for virtual care exploded, especially during COVID, and the evolution over the past twelve years has been remarkable. That experience ultimately led me to where I am today with PES Benefits. While I am not here to advertise any one solution, I will reference examples to help illustrate what a more robust virtual care offering can look like and why understanding the differences matters. Virtual care can be a powerful opportunity to gain and retain clients.

Today, we will discuss common myths surrounding virtual care, what to avoid when evaluating solutions, what defines a robust virtual health plan, and how these solutions impact both employees and employers. We will also explore how virtual care can help you strengthen relationships and grow your business.

One common myth is the belief that there is no need to pay for virtual care because it is already included in a carrier plan. While carrier-provided telehealth may offer basic access to a doctor, it often lacks engagement tools, employee education resources, and support for HR teams. Many standalone solutions offer stronger mental health access, lower or no copays, more flexible visit options, and better ways to steer employees away from high-cost in-network services. This can be especially impactful for self-funded groups looking to manage claims costs.

Another myth is that standalone virtual care is too expensive. In reality, data from Penn Medicine shows that employer-sponsored telehealth programs can cost significantly less than in-person services. Many robust plans have no copay for employees and provide coverage for entire households at a relatively low per-employee cost. When compared to the value delivered, the investment is often minimal.

Not all virtual care plans are the same. Some solutions may look or sound similar but deliver very different experiences. Differences in consultation length, response time, provider networks, and pricing models can significantly affect employee satisfaction and outcomes. Understanding whether a plan relies on its own provider network or an external one, how quickly appointments are available, and how long consultations last is critical. Even an extra ten minutes with a provider can make a meaningful difference in care.

Another misconception is that virtual care is only for minor issues. Today, virtual primary care is becoming more prevalent and offers preventative care, chronic condition management, and access to lab work in certain states. While regulations vary by location, virtual primary care can shift healthcare from reactive to preventative, improving outcomes and lowering long-term costs.

There are also important pitfalls to avoid. Low utilization should not be accepted as inevitable. It is essential to understand how utilization is defined and reported, especially for mental health services. Some providers base utilization metrics on only a portion of the employee population, which can be misleading. Transparent, detailed reporting can help advisors and employers identify trends, address pain points, and add meaningful value.

Hidden fees are another concern. Some plans may raise rates, modify coverage, or cancel services once certain thresholds are met. It is also important to understand how a provider handles critical incidents, such as the death of an employee on site. Having a clear plan for critical incident stress management, including on-site support and associated costs, is essential.

Privacy and data security are also major considerations. Employers rely on advisors to ensure that employee data is protected. Understanding where data is stored, how it is secured, and whether providers meet high security standards is increasingly important in today’s environment.

When evaluating a robust virtual health plan, look closely at technical capabilities and whether the platform integrates seamlessly with the employer’s existing technology. Consider who will provide support when issues arise, how quickly problems are resolved, and the level of expertise available.

Response time is another critical factor. Delays of weeks or months for mental health appointments are not acceptable. Employees need timely access to care, especially during mental health crises. The ability to connect with a live person quickly can be life-changing and, in some cases, life-saving.

Mental health offerings should include both therapy and psychiatry, as medication management can be a vital component of care. It is also important to understand how sessions are defined, how many are included, and how long they last. Terms such as “per incident” versus “total sessions” can make a significant difference in coverage.

Critical incident stress management is another key element of a comprehensive plan. Whether responding to a workplace tragedy, a violent incident, or a crisis within a school or financial institution, employers need access to timely, professional support. Understanding what services are included and what costs may apply is essential.

Some providers also offer performance guarantees, particularly for self-funded groups. These guarantees can offer additional confidence and value to employers and advisors alike.

Virtual primary care is another feature to consider, particularly when paired with lab services and preventative care. Advisors should understand state-specific regulations and ensure compliance based on where employees reside.

A robust virtual care plan can significantly improve the employee experience by increasing access, convenience, and continuity of care. Employees benefit from faster appointments, lower costs, and the ability to build long-term relationships with providers. This can lead to better outcomes for chronic conditions, higher engagement, improved productivity, and a healthier workplace culture.

From an employer perspective, these benefits translate into measurable savings and a strong return on investment. Reduced time away from work, lower healthcare costs, and improved employee well-being all contribute to long-term success.

For advisors, offering a robust virtual care solution strengthens relationships, differentiates your value, and positions you as a true consultant rather than simply a broker. Employers remember advisors who bring innovative solutions that improve outcomes and control costs. This leads to stronger retention, referrals, and long-term growth.

Thank you all for your time and engagement today. If you have any questions or would like to discuss this in more detail, I am happy to continue the conversation. I truly appreciate the opportunity to be here and look forward to supporting you and URL as we move forward.