Frequently Asked Questions

Who is MDLIVE?

Through MDLIVE, a leading virtual visits vendor, you have access to independently contracted board-certified doctors. They offer non-emergency medical and pediatric care.

MDLIVE’s national network is made up of contracted primary care, pediatrics and family medicine doctors. These doctors are licensed in the state where their patients are located.

MDLIVE is a separate and independent company from Blue Cross and Blue Shield of New Mexico (BCBSNM).

What is a Virtual Visit?

Virtual visits allow you to access an MDLIVE doctor 24 hours a day, seven days a week. This may happen by online video, mobile app or phone. MDLIVE doctors offer non-emergency care and send prescriptions to a nearby pharmacy (when appropriate) for many common medical conditions.

Why Would I Have a Virtual Visit?

You may have a virtual visit when you:

1. Have a non-emergency health issue
2. Can't see your doctor
3. Simply want a choice other than an urgent care center

MDLIVE treats many non-emergency medical issues. You should not use MDLIVE for medical emergencies. In an emergency, dial 911 right away. While MDLIVE is not meant to replace your primary care doctor, a virtual visit may sometimes substitute a doctor's office visit.

What Conditions May MDLIVE Doctors Treat?

Here are some of the most common reasons for visiting an MDLIVE doctor:

1. Acne
2. Allergies
3. Bronchitis
4. Cold & Flu
5. Constipation
6. Cough
7. Diarrhea
8. Earache
9. Fever
10. Headache
11. Insect bites
12. Nausea
13. Pink eye
14. Rash
15. Respiratory problems
16. Sinus infection
17. Sore throat
18. Sport injuries
19. Vomiting
20. ...and more

How Does Virtual Visits Work?

First, you have many ways to register, such as:

1. Viewing the Activate Now Page on this website
2. Calling MDLIVE's customer service at (877) 490-4246
3. Downloading the MDLIVE App

Note: You'll need your BCBSNM member ID card if registering on MDLIVE's website or by phone.

Once your account is active, you may start using virtual visits right away. You may:

1. Review doctor profiles
2. View openings
3. Schedule an appointment or meet with the next available doctor

How Much Does a Virtual Visit Cost?

There's no charge to set up your account, but, depending on your benefits, you may need to pay for your visit.

Check your benefit booklet for costs or call the Customer Service number shown on the back of your BCBSNM member ID card.

MDLIVE accepts most major credit, debit, HSA and FSA cards.

Can My Children Use Virtual Visits?

Yes, children under the age of 18 may use MDLIVE with a parent or guardian present.

Can an MDLIVE Doctor Write Prescriptions?

Yes, your prescriptions may be sent to a nearby pharmacy of your choice after your virtual visit (when appropriate).

If you have prescription drug coverage through your BCBSNM plan, you may be able to use the same independently contracted pharmacy network.

MDLIVE does not guarantee that prescriptions will be written and prescriptions are subject to state regulation. MDLIVE doctors reserve the right to deny care.

Is Behavioral Health Counseling Included with Virtual Visits?

If your virtual visits care includes MDLIVE's Behavioral Health Services, you may see a licensed therapist in a HIPAA-compliant visit. MDLIVE's behavioral health therapy sessions are safe, private and confidential. One-time and long-term therapy may be offered.

Check your benefit booklet for availability and costs or call the Customer Service number shown on the back of your BCBSNM member ID card.

Are Virtual Visits Safe and Private?

MDLIVE offers safe, secure and confidential medical advice and care. MDLIVE is compliant with Health Insurance Portability and Accountability Act (HIPAA) and will only share details with your chosen doctor and pharmacy.