Frequently Asked Questions

For more information or for any questions not listed, please call MDLIVE at 1-855-849-3650

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General Information

: MDLIVE is online care with real doctors and mental health therapists. Have a visit by phone or video. MDLIVE is easier, faster, and costs less than urgent care clinics or ER visits.
Urgent care is not for emergency care. For urgent needs, see a doctor in minutes, 24/7/365. You will need an appointment for routine, wellness, and mental health care. Your doctor can send medicine right to your pharmacy if needed.
Check your plan to make sure your pharmacy is in network. You will need an appointment for primary, routine, or mental health care.
: MDLIVE is offered in the United States and Puerto Rico.* MDLIVE doctors will be licensed in the state where patients are during their visit.
^{^*In New Mexico and the District of Columbia:
- Urgent Care visits must be by video.
- The first Primary Care visit must be by video. Follow-ups can be by phone or video.
- Therapy visits can be by video or phone based on the provider.
- The first psychiatry visit must be by video. Follow-ups can be by video or phone.}
: All MDLIVE doctors are U.S. board-certified. They are trained in online care. MDLIVE doctors can treat a wide range of patients and issues. They have an average of 15 years of experience. Most doctors also offer in-person care outside of MDLIVE.
: Yes. We take your privacy very seriously. We comply with the MDLIVE Code of Ethics and HIPAA rules. Laws are in place to protect your privacy. Some states have even stricter laws in place to protect your personal health information.
: Yes, some of our doctors speak other languages. Right now, all MDLIVE health care is offered in English. Some services may also be in both English and Spanish. The MDLIVE patient site 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: 1-855-849-3650
- Download our mobile app, available on iTunes and Google Play}

Note: Once you add each member to your account, you will get an email to confirm. You will need an account for every member you add. This includes dependents. All members (including children) must have their own account. You can still see their accounts if you log in with your username and password.

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.

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.

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.