Frequently Asked Questions

What is telebehavioral health?

With the MDLIVE web or mobile app, you can see a counselor or psychiatrist through our secure, live video connection using your laptop or smart phone.

What types of providers can I see?

MDLIVE has a national network of licensed doctoral-level psychologists and master’s level therapists as well as board-certified psychiatrists. Each provider is credentialed according to NCQA guidelines and trained on best practices in telebehavioral health. Our providers have a wide variety of specialties and some offer their services in multiple languages.

What is the difference between counselors and psychiatrists?

Counselors provide guidance and support by talking to you. They do not prescribe medications. Psychiatrists are medical doctors who primarily prescribe medication for the treatment of behavioral health conditions.

What are the common issues we treat?

We can help with stress due to grief, parenting, or other major life changes all the way up to chronic concerns, like depression, and anxiety. Please note that substance use concerns are treated in conjunction with other behavioral health concerns. If there is a need that goes beyond what telehealth can support, a referral will be given to help you connect with a provider.

Do you have to be an adult to use behavioral health services through MDLIVE?

Minors can be seen with parent or guardian consent.

Why should I choose online visits?

Unfortunately, half of the counties in the United States are without behavioral health providers. Virtual care provides a way to access services for those who may otherwise be unable. We also know it’s hard to fit things into a busy schedule or find a provider who is the right fit for you. Online visits allow you to see licensed providers from the comfort of your own home.

How do online visits differ from office visits?

Many studies have shown that online visits are just as effective as in-person visits. With Online visits, you have the added convenience that you do not have to travel and can complete the visit anywhere you’re comfortable. 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.

What if I need medication?

Only psychiatrists can prescribe medications. If your psychiatrist feels it’s warranted, he or she will send your prescription electronically to the pharmacy of your choice. In the event your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our doctors to sign and fax.

What types of medications are prescribed?

Our psychiatrists can prescribe many types of antidepressants and mood stabilizers, among other things. They cannot prescribe controlled substances (narcotics, benzodiazepines, or stimulants). Please note that psychiatrists may be able to coordinate the prescription of controlled substances through a local provider (i.e. Primary Care physician, etc.) when indicated.

I currently have a prescription for medication from a previous psychiatrist. Can MDLIVE refill that?

An initial visit with a psychiatrist is necessary to determine how to best address your needs.

How will I communicate with my provider?

We offer a variety of secure tools such as secure messaging and an on-line scheduling system to connect with a provider for additional questions and scheduling options.

Can I have a visit by phone instead of video?

While we recommend video consultations as best practice for behavioral health sessions, we do offer telephony as a secondary option.

Is there an App that I can use for my visits?

Yes, MDLIVE can be accessed on most mobile devices with an internet connection. Our mobile app is available for both iOS and Android devices.

Can I speak with the same provider each time I have a visit?

We know that finding the right provider is a very personal choice. You can choose to see the same one each time, or choose to see someone else. Because we often have multiple providers available in each state, you are welcome to explore and choose the right provider for you.

Can I see a provider if I live outside of the United States?

MDLIVE currently operates only in the United States.

Are behavioral health providers available on-demand?

All behavioral health visits are scheduled in advance.

Can I see someone if I’m in crisis or experience an emergency?

Our behavioral health services are not meant for emergencies or crisis situations. If you are experiencing an emergency, call 911 or go to your nearest emergency room. For crises, you may also call the National Suicide Prevention Lifeline at 1-800-273-8255. The call is free and help is available 24 hours per day, 7 days per week.

How quickly can I get an appointment?

The average wait time for in-office visits is 35 days; our services can be scheduled, on average, in 7 days or less.

Can I schedule recurring appointments?

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

When can I talk to a provider?

Many providers have availability for appointments not only during daytime hours, but evenings and weekends too. Once you choose a provider, you can set an appointment with them directly at a time convenient for you.

How long is an average visit?

Visits with a counselor are typically 45 minutes. Initial visits with a psychiatrist last approximately 1 hour, while follow-up visits for medication management are 15 minutes.

Will I receive a reminder of an upcoming appointment?

Yes, you will receive a notification of your upcoming appointment via email and through your on-line account.

What do I do if miss an appointment?

You can cancel or change your appointment online. We ask that you give us 24 hours notice to cancel or change appointments, In the event you are not able to give notice, please contact your provider as soon as possible or you may be subject to a fee.

Is my information secure?

Confidentiality is an important part of MDLIVE’s Code of Ethics. We take your privacy very seriously. Laws are also in place to protect your privacy. MDLIVE is designed to be a private, secure, HIPAA-compliant tool that allows you to safely and confidentially consult with one of our behavioral health providers online.

Will my primary care provider be notified about my visit?

You can choose to share the visit notes with your primary care provider. If you choose to share your notes, your provider will secure fax or electronically transmit to your Primary Care physician. In the event that a controlled substance is deemed necessary for your care, the MDLIVE psychiatrist will secure fax an outline of your needs to your Primary Care physician.

How much does a visit cost? Will my insurance cover this?

You are responsible for any cost share amounts as required by your benefit plan. These may include the deductible (often combined with the medical benefit) and a copay or co-insurance.

Will I be charged more if I speak to a provider on a night or weekend?

No. The cost is the same no matter when you have your visit.

What payment options are accepted?

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

What type of customer service is available if I have a question?

We have highly trained health service specialists standing by to take your call, 24/7! Call us at 1-888-430-4827.

Behavioral Health

What is teletherapy?

Teletherapy is a new way to get care. You can see a licensed therapist and have an online video therapy session/visit, on your schedule, from wherever you're located. Our HIPAA compliant teletherapy service is easy to use and requires no special hardware.

What are the common issues we treat?

• Child Behavior & Learning Issues
• Coping With Loss & Grief
• Financial Hardship
• Marital Problems
• Parenting Counseling & Advice
• Problems at Work
• Stresses & Challenges of Everyday Life

Who will be helping me?

MDLIVE gives you access to only the most trustworthy professionals. Our therapists are all licensed and thoroughly screened. You can browse our network of therapists, read their profiles, check their credentials, and choose the therapist with whom you would like to speak.

Where can I talk to my therapist?

You can talk to your therapist when it’s convenient for you - during your lunch hour, evenings and weekends, or while your kids are sleeping. With MDLIVE, you no longer need to rearrange your schedule or travel to an office to meet with a therapist.

Does teletherapy work just as well as face-to-face sessions?

Teletherapy works just as well, if not better, than face-to-face sessions; but don’t take our word for it! Numerous studies have shown that teletherapy is effective. In a 2013 study conducted by the University of Zurich, 57% of online participants completed the course depression free, compared to only 42% of participants who saw a therapist in person. You can read a copy of the full study here.

Is teletherapy right for me?

Teletherapy is a great option if you’re seeking a convenient, effective and affordable way to get care. When you’re traveling or if you’re just too busy to make regular office visits, teletherapy makes getting care easy. Our therapists can help you identify problems in your life, pursue practical solutions to those problems, and navigate any obstacles that come up along the way. We also have professionals that specialize in more specific issues, such as: stress, anxiety, depression, addiction, marriage counseling, LBGT issues, parenting, and more.

How much does it cost to use MDLIVE?

Getting started is totally free. If you're receiving MDLIVE as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. MDLIVE accepts most major credit and debit cards.

How do I connect with my therapist?

There are two ways to connect with a therapist - either by phone or through secure video.

Once you get to the MDLIVE home page, you can start looking for a therapist that is licensed in the state where you’re located. You can filter therapist profiles by gender, language or specialty. In each of the therapists’ profiles you will find their credentials, specialties, and schedules of available appointment times.

Once you choose the therapist with whom you would like to speak, you can schedule the appointment time that works best for you. If you haven’t created an MDLIVE account yet, you will be asked to create a profile. You will then confirm your payment and your appointment time.

If you are seeing your therapist by phone, your therapist will call you at your scheduled appointment time.

If you are seeing a therapist by video, you will log on to MDLIVE at your scheduled appointment time, and the website will direct you to begin a secure video visit with your therapist. You may be need to complete a one-time download of our secure video application.

If you have any issues setting up your account, our care coordinators are available to answer any questions 24/7/365 at (888) 430-4827.

I am afraid that I am going to hurt myself or others. Can I talk to someone at MDLIVE?

If you have feelings that you may want to hurt yourself or someone else, please dial 911 or call the crisis counselors at 1-800-273-TALK (8255), where you’ll be connected to a skilled, trained counselor at a crisis center in your area 24/7.