Frequently Asked Questions

For more information or for any questions not listed, feel free to call MDLIVE, toll-free at (888) 673-1992 (TTY: 711).

General Health

What is MDLIVE?

MDLIVE is a health benefit that allows those designated Humana members with the telemedicine benefit to visit with board-certified providers by an online video or phone at any time, from practically anywhere.

Our national network is available 24 hours a day, 7 days a week, including holidays to provide affordable quality care. MDLIVE providers can diagnose, treat, and write prescriptions* for routine medical conditions.

Using MDLIVE avoids long waits and eliminates cost associated with unnecessary visits to the ER or Urgent Care.

The provider will see you now, from the convenience of home!

Is MDLIVE appropriate for every medical condition?

No. MDLIVE is designed to handle non-emergency medical issues. You should not use MDLIVE if you are experiencing a medical emergency. In case of a medical life threatening emergency, you should dial 911 immediately. While MDLIVE is not intended to replace your primary care doctor for common or chronic conditions, a virtual provider’s appointment can sometimes substitute a doctor’s office, urgent care, or an emergency room visit.

What are the most common conditions you treat?

Our providers are trained to treat a wide range of conditions. Some of the most common are:

• Acne
• Allergies
• Constipation
• Cough
• Diarrhea
• Ear Problems
• Fever
• Flu
• Headache
• Insect Bites
• Nausea
• Pink Eye
• Rash
• Respiratory Problems
• Sore Throats
• Urinary problems/UTI
• Vaginitis
• Vomiting
• ...and More

How do I sign up for MDLIVE and activate my MDLIVE account?

You can easily sign up and activate your account by using one the following methods:

1. Go online and visit: mdlive.com/humanamedicare
2. Call our toll free number: (888) 673-1992 (TTY: 711)
3. Download our Mobile App, available on the iTunes store and Google Play.

When can I start using my MDLIVE service?

You can start using MDLIVE immediately after you sign up and activate your account. Sign up and activation are totally free. Once you have an MDLIVE account, you can browse provider profiles, view available appointment times, and schedule an appointment with the provider of your choice. Want to go one step further? Be sure to fill out your medical history profile to better prepare your MDLIVE provider for your appointment.

When is MDLIVE available?

MDLIVE is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use MDLIVE anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.

Where is MDLIVE available?

MDLIVE is available anywhere in the United States**. Our network of Board Certified providers will be provided to you based on the state in which you're located. We make sure that each provider is fully licensed to practice medicine in your state.

How much does it cost to use MDLIVE?

Getting started is totally free. 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.

Can MDLIVE be accessed on mobile devices?

Yes, MDLIVE can be accessed on most mobile devices with an Internet connection. Our MDLIVE Mobile App is available for download in the iTunes Store and the Google Play Store.

Who are the MDLIVE providers?

All MDLIVE providers are U.S. Board Certified and able to treat a wide range of patients and conditions.

Following each consultation, our members are emailed a survey to evaluate the MDLIVE provider and their visit.

The results are analyzed and reviewed for quality assurance and used as part of our continuous improvement process. Selected provider consultations are also reviewed by our internal medical board.

Can a provider prescribe medication as part of an MDLIVE visit?

Yes, if the MDLIVE provider believes medication is warranted, he or she can write a prescription for non-narcotic medications (i.e. no controlled substances), which can be sent directly to the pharmacy of your choice.* As soon your consultation is over, your prescription will be sent electronically to one of over 65,000 pharmacies to choose from. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our providers to sign and fax. All prescriptions are fully compliant and include all required information.

Is MDLIVE safe and private?

Confidentiality is a respected part of MDLIVE’s 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. MDLIVE can share your information with your PCP in accordance with applicable state and federal laws.

What system requirements do I need for MDLIVE videoconferencing?

To use video conferencing you need:

• Windows®7, Vista, or XP
• A Mac running OSX 10.6 (Snow Leopard) or superior.
• Highspeed internet connection
• A webcam with at least 1.3 megapixels
• Microphone (most webcams already have microphone built in)

After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.

I have a question that isn’t listed here. Can you help me?

Don’t see your question? Don’t worry. Just call us at (888) 673-1992 (TTY: 711). We have highly trained health service specialists standing by to take your call, all day, every day.