Frequently Asked Questions
For more information or for any questions not listed, please call MDLIVE at 1-877-615-9395
General Information
- MDLIVE is a telehealth service where can visit with board-certified doctors and mental health professionals by video or phone. MDLIVE is a low-cost, convenient option for non-emergency medical conditions, 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. Appointments must be scheduled for behavioral care visits.
- MDLIVE is available anywhere in the United States**. The network of certified professional and credentialed providers will be available to you based on the US state you are located. MDLIVE makes sure that each provider is fully licensed to practice medicine in your state. **In Arkansas and Idaho, an initial telemedicine consultation must be completed via secure video. Thereafter, subsequent consultations may be completed via phone.
- 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 along with telemedicine-based care.
- Yes, MDLIVE is safe and private. MDLIVE is compliant with HIPAA (Health Insurance Portability and Accountability Act) and will only share your information with your selected provider and your pharmacy of choice.
- Teachers Health Trust customers and covered dependents with medical coverage are eligible to use virtual care.
- While some of our providers speak other languages, MDLIVE services are currently only available in English and Spanish.
- Here’s how to get started:
1. Activate your account
2. Sign-in using this website or download the MDLIVE mobile app.
Alternatively, you can activate your account and request a visit by phone 24/7. Just call toll-free 1-877-615-9395 to speak with an MDLIVE customer service representative
Medical Care with MDLIVE
- Your primary care physician 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 nonemergency 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
Rash
Respiratory Problems
Sinus Infection
Sore Throats
Urinary problems/UTI (*Females only)
Vaginitis
Vomiting- Minor children can receive medical care through MDLIVE. You may select a pediatrician from the MDLIVE network to provide the 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 or children under twelve with ear pain.
- 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 prior to setting up your appointment.
If any payment is due after your health plan benefit is applied, you may pay with credit and debit cards, as well as health savings accounts and flexible spending accounts. 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 Teachers Health Trust.
You can cancel your appointment and receive a full refund, provided you cancel at least 24 hours before your appointment time.
- Yes. The claims will be processed by Teachers Health Trust and you will receive an explanation of benefits (EOB), just as you do when other medical claims are processed.
Yes. If the MDLIVE provider believes medication is warranted, he or she can write a prescription for nonnarcotic medications, which can be sent electronically to your preferred pharmacy.
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 providers will prescribe antibiotics in accordance with sound medical practice. As such, prescriptions will adhere to recommended dosage when issued. The MDLIVE providers closely monitor prescription use through the patient's EMR, and will refer a patient to their PCP if prescriptions are not having the desired effect or if the provider believes in-person care is required.
IMPORTANT: Some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations. MDLIVE providers will not prescribe substances controlled by the DEA, including narcotics, pain medications and mood stabilizer, for nontherapeutic use, and/or those which may be harmful (potential for abuse or addiction).
- MDLIVE is not intended to replace your primary care physician. For common or chronic conditions, a virtual consultation can sometimes replace a provider's office or emergency room visit. Communication with your primary care physician is important for continuity of care.
- No. MDLIVE is designed to handle nonemergency 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, he or she will be directed to in-person care instead of a virtual visit. MDLIVE will also refuse treatment to minors who are not accompanied by a parent or legal guardian.
- 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, this can be done with your permission. The MDLIVE patient portal has a PCP tab that allows you to document your PCP who, with your permission, will receive a record of every telehealth visit you have with MDLIVE.
- Yes. MDLIVE provides a consultation summary following your online visit and you can elect to share your consultation summary with your primary care provider.
- Yes. Like seeing any provider, if you are referred to another provider, the consultation fees still apply.
Virtual Wellness Screenings with MDLIVE
- A virtual wellness screening is an appointment with a board-certified doctor offered through MDLIVE. Your screening is conducted by video or phone and can identify health issues such as diabetes, high cholesterol and other risk factors before they become more serious. You’ll also review other elements of a healthy life like diet, exercise, and emotional well-being. Your doctor will guide you through appropriate next steps for care if health issues are identified.
- Virtual wellness screenings and the associated lab work are covered at no cost to you, as part of your preventive care benefits through your health plan.
- Wellness screening typically take about 15 minutes, though the length of your visit may vary depending on issues identified through your health risk assessment and blood work. Your doctor will have reviewed your health risk assessment and lab results before your visit, enabling a focused virtual wellness screening.
- Virtual wellness screenings can identify common health problems such as high cholesterol, high blood pressure, diabetes, asthma, COPD, obesity, allergies, and depression.
- Your doctor will use the results of your blood work, biometrics collected at the lab, your health risk assessment, and a focused discussion during your virtual wellness screening to understand your overall health profile and identify health concerns.
You’ll be guided through seven simple steps to complete your virtual wellness screening:
- Log-into MDLIVE to schedule an appointment
- Select the wellness screening card from the available service cards.
- Complete a health assessment on MDLIVE’s secure online platform.
- Choose an in-network lab for completing your blood work and biometrics.
- Choose an MDLIVE physician that matches your preferences and schedule your screening for a time that works for you.
- Go to your lab appointment to complete your blood work.
- Attend your virtual wellness screening from anywhere via video or phone. After your screening, you’ll receive a summary of your results for your records.
- 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 of your virtual wellness screening to better understand your history, lifestyle, and health concerns.
- Upon request, your virtual wellness screening results can be shared with your primary care physician.
- Yes. This allows for a more thorough discussion when you speak with your doctor.
- LabCorp or Quest Diagnostics can be used to complete the necessary bloodwork. The bloodwork request will be sent electronically to your selected lab when you schedule your appointment. You do not need to bring any forms to your scheduled lab appointment.
- Lab tests include a general health panel, lipid panel, and HbA1c test. These tests will help your doctor assess your risk for high cholesterol, diabetes, and other health conditions. In addition, the labs will also take readings on blood pressure, height, weight, and waist circumference.
- Yes. Virtual wellness screenings are a substitute for your annual wellness exam.
- No. Currently virtual wellness screenings are only available for adults 18 years of age and older.
- Virtual wellness screenings serve the purpose of education, prevention and early detection of clinical conditions and do not generally involve medication prescribing. If a health condition is discovered during the screening, your doctor will refer you to a local provider for further treatment which may include medications. If you need to refill an existing medication and the original prescribing doctor is not available, MDLIVE providers can provide short term refills for most medications. However, you’ll need to request an MDLIVE medical care visit for a refill of an existing medications as refills cannot be provided during a wellness screening.
Behavioral Health with MDLIVE
- With behavioral virtual care, you can see an MDLIVE counselor 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 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 credit and debit cards, as well as health savings accounts and flexible spending accounts. 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 Insurance Provider.
You can cancel your appointment and receive a full refund, provided you cancel at least 24 hours before your appointment time.
- 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.
- 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 providers 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 form MDLIVE’s 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 behavioral virtual care.
- A counselor provides guidance and support by talking to you. They do not prescribe medications. A psychiatrist is a medical doctor who primarily prescribes medication for the treatment of behavioral health conditions.
- Yes. 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 anywhere.
Only psychiatrists can prescribe medications. If appropriate, he or she 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 providers to sign and fax.
Note: MDLIVE psychiatrists can prescribe many types of antidepressants and mood stabilizers, among other things. They cannot prescribe controlled substances (narcotics, benzodiazepines, or stimulants.
- No. All behavioral health visits are scheduled in advance.
- There are two ways to connect with a therapist - either by video or phone.
- If you have feelings that you may want to hurt yourself or someone else, please dial 911 or call the crisis counselors at 1-877-615-9395
Disclaimers* Please note: Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.
* MDLIVE physicians may not treat any children with urinary symptoms.
* Parents/guardian will be required to complete a different medical history disclosure form for children under the age of 36-months prior to making an appointment with an MDLIVE physician. Children under 36 months who present with fever must be referred to their pediatrician (medical home), child-friendly urgent care center or emergency department for clinical evaluation and care.
MDLIVE does not replace the primary care physician. MDLIVE is not an insurance product nor a prescription fulfillment warehouse. MDLIVE operates subject to state regulation and may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because of their potential for abuse. MDLIVE physicians reserve the right to deny care for potential misuse of services. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without written permission. For complete terms of use visit https://members.mdlive.com/MDLIVE/terms_of_use
Privacy Policy
MDLIVE Prescription PolicyProviders providing consultations for MDLIVE members offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or provider.
It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a provider does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care providers or other specialists for extended care. MDLIVE providers do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction). For a current list of DEA controlled substances, visit http://www.deadiversion.usdoj.gov/schedules/
** In Arkansas and Idaho; an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.
- Minor children can receive medical care through MDLIVE. You may select a pediatrician from the MDLIVE network to provide the care. A parent or legal guardian must participate in the consultation between the physician and a minor child.