Telehealth Benefits: From Perk to Priority

Twelve months ago, telehealth was a nice-to-have benefit offered by forward-thinking employers. Today, it's essential infrastructure. Here's how the transformation happened and what it means going forward.

The Pre-Pandemic State

Before COVID-19, telehealth adoption was slow despite years of hype:

• ~60% of employer plans included telehealth coverage
• Utilization rates were low (2-5% of eligible visits)
• Employee awareness was limited
• Provider adoption was uneven

The technology existed. The coverage was available. But behavior hadn't changed.

The Forced Experiment

The pandemic forced change overnight:

• In-person care became inaccessible or risky
• Employers scrambled to add or expand telehealth
• Providers stood up virtual capabilities in days
• Cost-sharing was waived to encourage adoption

Suddenly, telehealth wasn't optional. It was the only option for many care needs.

The Results

The experiment worked:

Adoption soared: Telehealth utilization jumped from ~3% to 20%+ of visits at the peak.

Satisfaction was high: Employees appreciated the convenience. Providers found it workable for appropriate visits.

Costs were favorable: Telehealth visits typically cost less than in-person equivalents.

Access improved: Employees in rural areas or with transportation barriers gained access they didn't have before.

What's Permanent

As in-person care resumes, telehealth is settling into a permanent role:

Coverage is universal: ~95% of plans now include telehealth. It's no longer a differentiator—it's expected.

Cost-sharing is standardized: Most employers have moved to $0-25 copays for telehealth, creating an incentive for virtual visits.

Mental health telehealth is valued: Therapy via video has been particularly well-received and shows strong retention.

Hybrid models emerging: Care pathways that combine virtual and in-person visits appropriately.

The Questions Ahead

Open questions remain:

• What's the right long-term cost-sharing for telehealth vs. in-person care?
• Which conditions are appropriate for virtual-only management?
• How does telehealth integrate with value-based care models?
• What quality oversight is needed?

For Employers

If your telehealth benefit predates the pandemic, review it. Coverage, cost-sharing, and available services have all evolved. What was competitive in 2019 may be below average in 2021.

Telehealth has moved from perk to priority. Your benefits should reflect that.