Frequently Asked Questions
For more information or for any questions not listed, please call MDLIVE at 1-866-954-3580
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: 1-866-954-3580
- 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.
Medical Care with MDLIVE
- Your in-person doctor is unavailable
- You need care at any time of day or night, including weekends and holidays
- You are considering an ER or an urgent care center for a non-emergency medical issue
- You need to request prescriptions or get refills
- You are traveling and in need of medical care
- Acne
Allergies
Cold & Flu
Constipation
Cough
Diarrhea
Ear Problems
Fever
Headache
Insect Bites
Nausea
Pink Eye
Prescriptions*
Rash
Respiratory Problems
Sinus Infection
Sore Throats
UTI (Females, 18+)
Vaginitis**
Vomiting
And more*Prescriptions are available at the physician's discretion when medically necessary. A renewal of an existing prescription can also be provided when your regular physician is unavailable, depending on the type of medication and with a limited number of refills.
**MDLIVE treats vaginitis in patients 26 years of age and older. - Minor children under 18 years old can receive medical care through MDLIVE. You may select a pediatrician or select eligible family medicine physicians from the MDLIVE network to provide care. A parent or legal guardian must participate in the consultation between the physician and a minor child.
*MDLIVE cannot provide care for children under three with a fever, children under three with ear pain, or children under three with eye issues.
- A typical medical care visit is about 10 minutes long.
- The cost of the visit depends on your medical plan. Your cost will be displayed to you before 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.
- Yes. Your health plan will process the claims, and you will receive an explanation of benefits (EOB), just as you do when other medical claims are processed.
Yes. If your MDLIVE physician believes medication is warranted, they can write a prescription, which can be sent electronically to your preferred pharmacy. For a full list of the types of medications MDLIVE is unable to prescribe, click here.
If, for any reason, your pharmacy is unable to receive e-prescriptions, a traditional prescription can be faxed. The prescription is fully compliant and includes all required information.
Please note:
MDLIVE doctors will prescribe antibiotics in accordance with sound medical practice. As such, prescriptions will adhere to recommended dosage when issued. The MDLIVE physicians closely monitor prescription use through the patient's EMR (Electronic Medical Record) and will refer a patient to their PCP (primary care physician) if prescriptions are not having the desired effect or if the doctor believes in-person care is required.
IMPORTANT: Some state laws require that a physician can only prescribe medication in certain situations and are subject to certain limitations. MDLIVE doctors do not prescribe DEA-controlled substances, including narcotics, pain medications, or mood stabilizers for non-therapeutic use and/or those which may be harmful (potential for abuse or addiction).
- No. MDLIVE is designed to handle non-emergency medical issues. You should NOT use telehealth if you are experiencing a medical emergency. If you have a medical emergency, dial 911 immediately.
- If the patient's chief complaint is inappropriate for telemedicine, they will be directed to in-person care instead of a virtual appointment. MDLIVE will also refuse treatment to any dependent who is absent during the consultation or minors who are not accompanied by a parent or legal guardian. MDLIVE does not treat anyone outside of the U.S. or Puerto Rico.
- Yes, you can upload and share an image.
- Yes. Before meeting with the doctor, the MDLIVE platform will prompt you to complete a thorough health profile and health risk assessment. Your doctor will review this information in advance to better understand your history, lifestyle, and health concerns.
- Yes, with your permission. The MDLIVE patient portal has a PCP tab where you can document your primary doctor's information and give permission for your doctor to receive a record of each telehealth visit you have with MDLIVE, if desired.
- Yes. MDLIVE provides a consultation summary following your online visit and you can elect to share your consultation summary with your primary care doctor.
- Yes. Like seeing any doctor, if you are referred to another doctor, the consultation fees still apply.
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.
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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.