Frequently Asked Questions

For more information or for any questions not listed, please call MDLIVE at 1-888-726-3171

Show All

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 www.mdlive.com
Call our toll-free number: 1-888-726-3171
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.

Primary Care with MDLIVE

Virtual Primary Care provides a full suite of primary care services, including preventive wellness screenings and routine care for everyday health needs and chronic conditions.

Virtual Primary Care gives you access to board-certified doctors from almost anywhere via video or phone, with evening and weekend appointments available.

A virtual wellness screening is an appointment with a board-certified doctor through MDLIVE. If included in your plan benefits, you will complete a health risk assessment and get lab work done at a local LabCorp or Quest facility before your screening.* Then, during your scheduled video or phone visit, your doctor will review your health assessment and lab results with you. Your doctor will help identify potential health issues, discuss ways to improve your health, and suggest follow-up care, if necessary.

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.

^{*Check with your health plan to determine your benefits and coverages.
**For customers with a non-zero preventive care benefit, MDLIVE virtual wellness screenings will not cost $0 and will follow their preventive benefit. Check with your health plan to determine your benefits and coverages.}

MDLIVE Primary Care is a convenient way to supplement your existing PCP, so it's easier to stay on top of your health from the comfort of home. With your permission, your MDLIVE doctor can share notes and wellness screening results with your existing PCP so nothing is missed.

A virtual wellness screening usually takes about 15 minutes to complete. Appointments are easy to schedule, with convenient scheduling options, including weekends and evenings.

Lab tests are not required, but they are strongly encouraged to allow for a more thorough discussion when you speak with your doctor. Labs can be completed at conveniently located LabCorp or Quest facilities prior to your screening appointment. While fasting is not mandatory for your labs, it is recommended for more accurate results.

Lab tests may include a general health panel, lipid panel, and HbA1c test, if covered by your health plan. These tests will help your doctor assess your risk for high cholesterol, diabetes, and other health conditions. In addition, the biometric screening component of your lab visit may also take blood pressure, height, weight, and waist circumference readings.

No. Currently, virtual wellness screenings and routine care visits are only available for adults 18 years of age and older.

Upon request, your virtual wellness screening results can be shared with your primary care doctors.

Virtual wellness screenings serve the purpose of education, prevention, and early detection of clinical conditions. Prescriptions are not typically written during a virtual wellness screening. Your doctor may recommend a follow-up routine care visit as part of your treatment and to have routine medications refilled.

Once MDLIVE receives your lab work, you will receive a notification informing you that the labs have been received. You will be able to review your lab results under “Labs” found in the MDLIVE patient portal and prepare any questions for discussion with your doctor.

Virtual routine care helps you manage chronic conditions and establish a relationship with a Virtual Primary Care Provider (PCP). Your dedicated Virtual PCP will help manage your health and well-being through regular visits, labs, diagnostics, and specialist referrals. During your appointments, your doctor can order lab tests to measure the success of your treatment plans. Your visit cost will be displayed before scheduling your appointment.

Yes. You can choose a dedicated MDLIVE Primary Care physician so the doctor can get to know you and your health concerns. You also have the flexibility to change your doctor at any time.

No. A virtual wellness screening is not required but is recommended. Wellness screenings may also be part of your employer's incentive program.

Yes. MDLIVE Primary Care doctors can help you manage new and existing mild to moderate chronic conditions. Severe conditions may be directed to in-person care.

Routine care is appropriate for a wide range of non-urgent mild to moderate health needs that you would typically address with an in-person primary care visit, including medication refills and more complex health needs like diagnosing and managing chronic conditions, such as Type 2 diabetes, high blood pressure, cholesterol issues, thyroid conditions, asthma, and COPD.

No. Currently, routine care visits and virtual wellness screenings are only available for adults 18 years of age and older.

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.

You can cancel your appointment and receive a full refund, provided you cancel at least 24 hours before your appointment time.

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.

Dermatology with MDLIVE

Virtual dermatology occurs through secure messaging and gives you fast, customized care for skin, hair, and nail conditions by board-certified dermatologists. There are no video or phone-based consultations unless required in your state. Simply answer a few questions online about your condition and upload photos to our secure platform. You will receive a written diagnosis, treatment plan, and prescription, if appropriate, from your dermatologist within 72 hours - and usually within 24 hours. No long waits or appointments are required.

Step 1: Login or activate your MDLIVE account.

Step 2: Select the "Dermatology" service offering option from MDLIVE, which is shown along with your out-of-pocket cost.

Step 3: Click on the "Start/Resume Visit" button to start your visit.

Dermatologists can care for most common skin, hair, and nail issues asynchronously - by seeing photos and a description of the condition. You will answer a few basic questions, provide a brief medical history, describe your symptoms, and upload photos of the condition you are seeking care for. Through secure messaging, you are notified of your diagnosis and treatment plan from a board-certified dermatologist within 72 hours - and usually within 24 hours. Prescriptions, if appropriate, will be sent to your preferred pharmacy.

In addition, you may submit a message to your dermatologist for up to 30 days after your visit through the portal if you have an additional question or comment - at no additional cost.

MDLIVE dermatologists are trained to diagnose and treat over 3,000 medical conditions affecting the skin, hair, and nails. Some of the most commonly treated conditions include but are not limited to acne, dermatitis, eczema, psoriasis, rashes, hives, suspicious moles, and more.

Virtual Dermatology is available 24 hours a day, 7 days a week, 365 days a year, and even on holidays. Virtual Dermatology is a convenient alternative to having a long wait for an in-office dermatology appointment.

Adults and minors under 18 can be seen with parent or guardian consent.
Please note that pregnant or nursing mothers, or those who are trying to become pregnant, are not permitted to conduct a virtual dermatology visit. MDLIVE Virtual Dermatology services are not to be used in the event of an emergency. In case of a life-threatening medical emergency, dial 911 immediately.

While most issues are successfully resolved virtually, the doctor may determine that an in-office visit is needed for a more accurate diagnosis or to best address the condition. That in-office visit would be outside of MDLIVE Dermatology services, and payment or insurance coverage for those services would be separate. Patients who cannot be treated online are fully refunded the cost of their MDLIVE appointment.

Your employer's benefits will apply to these visits. Your visit cost will be displayed prior to starting a visit.

We have the largest national network of dermatologists certified by the American Board of Dermatology or the American Osteopathic Association. All dermatologists live in the United States and only see patients in states for which they are licensed. Each dermatologist is credentialed according to NCQA guidelines.

Yes! You may select any dermatologist in our network who is licensed to practice in your state. If you are currently seeing a dermatologist and they are in our network, you may select that doctor - or pick someone new. If you choose "no preference", you will be treated by the next available dermatologist licensed to practice in your state.

You may submit questions via message to your online dermatologist for up to 30 days after your visit through the MDLIVE portal at no extra cost if you have an additional question. Simply follow the same login process and click on "Start/Resume Visit", where you will see the option to message your doctor.

No. Each visit covers the review, diagnosis, and treatment plan for one condition of the skin, hair, or nails.