Frequently Asked Questions

For more information or for any questions not listed, please call MDLIVE at 1-888-850-3896

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General Information

MDLIVE is a telehealth service where you can visit with board-certified doctors by video or phone. MDLIVE is a free, convenient option. MDLIVE doctors are available 24/7/365 to assist you with your weight loss journey and can have a prescription sent directly to your pharmacy, if appropriate.

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. 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.

In partnership with Express Scripts, we have proactively identified patients 18+ who may benefit from the addition of a weight loss medication to their regimen.

MDLIVE’s weight management support feature brings net new capabilities and value for patients who already have access to MDLIVE today. Before this, MDLIVE did not consult on weight management, nor prescribe weight-loss medications within MDLIVE’s virtual primary care platform. MDLIVE’s weight loss support is only available through your pharmacy benefit through a separate patient portal.

Prior to your first visit, the MDLIVE provider will review your patient history so they can consult on:

What you have tried before
If a weight-loss medication is right for you

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 1-888-850-3896 to speak with an MDLIVE customer service representative

Weight Management support with MDLIVE

Your primary care physician is unavailable
You need care at any time of day or night, including weekends and holidays
While at home, work or on-the-go
If your doctor is unwilling to pursue prescribing a weight-loss regimen or if you are uncomfortable talking to your doctor. With your permission, MDLIVE will keep your doctor informed to ensure continuity of care.

Through your pharmacy benefit, you have access to MDLIVE providers who can help you on your weight loss journey.

A typical medical care visit is about 10 minutes long.

Weight loss support through MDLIVE is only available through your pharmacy benefit and does not guarantee access to MDLIVE’s full offering

Yes. If the MDLIVE provider believes medication is warranted, he or she can write a prescription for weight-loss 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:

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 stabilizers, 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. 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 for weight loss.

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.

Weight loss consultations are only available through MDLIVE for weight loss, as this offering is separate from MDLIVE because it is available at no cost through your plan sponsor. However, MDLIVE for weight loss will keep your doctor(s) informed to ensure continuity of care.

Yes. MDLIVE provides a consultation summary following your online visit and you can elect to share your consultation summary with your primary care provider.

Please click here for more information.

Six MDLIVE visits are included through your pharmacy benefit. If medication is prescribed, the clinical team at MDLIVE has spaced these visits out over approximately a 2-year period to ensure you have the right support to manage this part of your weight loss journey. If you feel you need additional support after your sixth visit, we recommend checking with your health plan to identify an in-network provider who can continue providing weight management support.

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.