Frequently Asked Questions

For more information or for any questions not listed, please call MDLIVE at 1-877-463-6509

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General Information

With MDLIVE, you can access board-certified doctors and mental health professionals by phone or video. MDLIVE is a convenient and affordable option for non-emergency medical conditions, preventive wellness screenings, and behavioral health services. MDLIVE doctors are available 24/7/365 to diagnose and treat urgent care needs and can have a prescription sent directly to your pharmacy, if appropriate. It is recommended that patients verify their in-network pharmacy benefits prior to the consultation. Appointments must be scheduled for virtual wellness screenings, routine care, and behavioral care visits.

MDLIVE is available anywhere in the United States and Puerto Rico.* Your MDLIVE doctor will be licensed in the state where you are located at the time of your visit.

^{^*In New Mexico and the District of Columbia:
- Urgent Care: visits must be completed via video.
- Primary Care: an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone or video.
- Behavioral Health: Therapy visits may use video or phone based on the provider's clinical judgment; Psychiatry visits require video for the initial visit but may use video or phone for subsequent visits.}

All MDLIVE doctors are U.S. board-certified and specially trained to deliver care virtually to treat a wide range of patients and conditions. MDLIVE doctors have an average of 15 years of experience, and most practice in-person care outside of MDLIVE, along with telemedicine-based care.

Yes. Confidentiality is a critical component of the MDLIVE Code of Ethics. We take your privacy very seriously. Laws are also in place to protect your privacy. The HIPAA Privacy Rule is designed to be a minimum level of protection. Some states have even stricter laws in place to protect your personal health information.

Yes, some of our doctors speak other languages. All MDLIVE health care services are currently available in English; however, certain services may also be available in both English and Spanish. The MDLIVE patient portal is available in English and Spanish.

You can easily create your account with one of the following methods:

Online at
Call our toll-free number: 1-877-463-6509
Download our mobile app, available on iTunes and Google Play

Note: You will receive an email confirmation after you create an account for every member added to the account, including dependents. All members (including children) must have their own account, although you can still access children's accounts by logging in with your username and password.

Behavioral Health with MDLIVE

With virtual behavioral care, you can see an MDLIVE therapist or psychiatrist via video or phone, anywhere and anytime that works for you.

Addictions
Anxiety
Bipolar Disorder
Depression
Grief and Loss
LGBTQIA Support
Life Changes
Men's Issues
Panic Disorders
Parenting Issues
Postpartum Depression
Relationship Issues
Stress Management
Trauma & PTSD
Women's Issues
And More

The cost of the visit depends on your medical plan. Your cost will be displayed to you prior to setting up your appointment.

If any payment is due after your health plan benefit is applied, you may pay with a credit or debit card, health savings account, or flexible spending account. Your form of payment will be requested prior to the visit but will only be charged AFTER the visit is completed and benefits information is received from your health plan.

You can cancel your appointment and receive a full refund, provided you cancel at least 24 hours before your appointment time.

Visits with a therapist are typically 45 minutes. Initial appointments with a psychiatrist are typically 20 minutes on average. Follow-up visits for medication management are 15 minutes.*

*Psychiatric session times are approximate and can vary in length of time up to an hour.

MDLIVE virtual behavioral services can typically be scheduled within 4-7 days. Once you choose a provider, you can schedule an appointment at a convenient time for you. Many doctors offer appointments during daytime, evening, and weekend hours.

Absolutely. MDLIVE behavioral health services are meant to be ongoing. At the end of your visit, your provider will schedule a follow-up appointment.

You can select a provider of your choice from the MDLIVE national network of licensed therapists, as well as board-certified psychiatrists. Each provider is credentialed according to NCQA guidelines and trained on best practices in virtual behavioral care.

A therapist provides guidance and support by talking with you. They do not prescribe medications. A psychiatrist is a medical doctor who primarily prescribes medication for the treatment of behavioral health conditions.

Yes. Similar to an in-person appointment, your provider will work to understand how you're currently feeling as well as any important history, what you'd like to accomplish, and then work with you to identify the right treatment plan for you. With virtual care, you have the added conveniences of no travel time and can receive care health anywhere.

Only psychiatrists can prescribe medications. If appropriate, your doctor will send your prescription electronically to the pharmacy of your choice. If your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for MDLIVE doctors to sign and fax.

Note:
MDLIVE psychiatrists can prescribe many types of antidepressants and mood stabilizers, among other things. They cannot prescribe DEA-controlled substances (narcotics, benzodiazepines, or stimulants).

No. All behavioral health visits are scheduled in advance. Schedule an appointment with a therapist or psychiatrist and connect by phone or video. Convenient times are available, including evenings and weekends.