Frequently Asked Questions

For more information or for any questions not listed, please call MDLIVE at (888) 921-0308

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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.

GHC-SCW members aged 10 and up.

* Virtual therapy is not available for Medicare Select, BadgerCarePlus or MMSD-Quartz patients. Plan conditions apply for members with HSA benefit plans.

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 (888) 921-0308 to speak with an MDLIVE customer service representative

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 (888) 921-0308

Please visit KeyCare.

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

MDLIVE Prescription Policy

Providers 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.