Frequently Asked Questions

Who is MDLIVE?

Through MDLIVE, a leading virtual visits vendor, you have access to independently contracted board-certified doctors. They offer non-emergency medical and pediatric care.

MDLIVE’s national network is made up of contracted primary care, pediatrics and family medicine doctors. These doctors are licensed in the state where their patients are located.

MDLIVE is a separate and independent company from Independence Blue Cross (IBC).

What is a Virtual Visit?

Virtual visits allow you to access an MDLIVE doctor 24 hours a day, seven days a week. This may happen by online video, mobile app or phone. MDLIVE doctors offer non-emergency care and send prescriptions to a nearby pharmacy (when appropriate) for many common medical conditions.

Why Would I Have a Virtual Visit?

You may have a virtual visit when you:

1. Have a non-emergency health issue
2. Can't see your doctor
3. Simply want a choice other than an urgent care center

MDLIVE treats many non-emergency medical issues. You should not use MDLIVE for medical emergencies. In an emergency, dial 911 right away. While MDLIVE is not meant to replace your primary care doctor, a virtual visit may sometimes substitute a doctor's office visit.

What Conditions May MDLIVE Doctors Treat?

Here are some of the most common reasons for visiting an MDLIVE doctor:

1. Acne
2. Allergies
3. Bronchitis
4. Cold & Flu
5. Constipation
6. Cough
7. Diarrhea
8. Earache
9. Fever
10. Headache
11. Insect bites
12. Nausea
13. Pink eye
14. Rash
15. Respiratory problems
16. Sinus infection
17. Sore throat
18. Sport injuries
19. Vomiting
20. ...and more

How Does Virtual Visits Work?

First, you have many ways to register, such as:

1. Viewing the Activate Now Page on this website
2. Calling MDLIVE's customer service at 1-877-764-6605
3. Downloading the MDLIVE App

Note: You'll need your Independence Blue Cross (IBC) member ID card if registering on MDLIVE's website or by phone.

Once your account is active, you may start using virtual visits right away. You may:

1. Review doctor profiles
2. View openings
3. Schedule an appointment or meet with the next available doctor

How Much Does a Virtual Visit Cost?

There's no charge to set up your account, but, depending on your benefits, you may need to pay for your visit.

Check your benefit booklet for costs or call the Customer Service number shown on the back of your Independence Blue Cross (IBC) member ID card.

MDLIVE accepts most major credit, debit, HSA and FSA cards.

Can My Children Use Virtual Visits?

Yes, children under the age of 18 may use MDLIVE with a parent or guardian present.

Can an MDLIVE Doctor Write Prescriptions?

Yes, your prescriptions may be sent to a nearby pharmacy of your choice after your virtual visit (when appropriate).

If you have prescription drug coverage through your Independence Blue Cross (IBC) plan, you may be able to use the same independently contracted pharmacy network.

MDLIVE does not guarantee that prescriptions will be written and prescriptions are subject to state regulation. MDLIVE doctors reserve the right to deny care.

Is Behavioral Health Counseling Included with Virtual Visits?

If your virtual visits care includes MDLIVE's Behavioral Health Services, you may see a licensed therapist in a HIPAA-compliant visit. MDLIVE's behavioral health therapy sessions are safe, private and confidential. One-time and long-term therapy may be offered.

Check your benefit booklet for availability and costs or call the Customer Service number shown on the back of your member ID card.

Are Virtual Visits Safe and Private?

MDLIVE offers safe, secure and confidential medical advice and care. MDLIVE is compliant with Health Insurance Portability and Accountability Act (HIPAA) and will only share details with your chosen doctor and pharmacy.

Behavioral Health

What is teletherapy?

Teletherapy is a new way to get care. You can see a licensed therapist and have an online video therapy session/visit, on your schedule, from wherever you're located. Our HIPAA compliant teletherapy service is easy to use and requires no special hardware.

What are the common issues we treat?

• Child Behavior & Learning Issues
• Coping With Loss & Grief
• Financial Hardship
• Marital Problems
• Parenting Counseling & Advice
• Problems at Work
• Stresses & Challenges of Everyday Life

Who will be helping me?

MDLIVE gives you access to only the most trustworthy professionals. Our therapists are all licensed and thoroughly screened. You can browse our network of therapists, read their profiles, check their credentials, and choose the therapist with whom you would like to speak.

Where can I talk to my therapist?

You can talk to your therapist when it’s convenient for you - during your lunch hour, evenings and weekends, or while your kids are sleeping. With MDLIVE, you no longer need to rearrange your schedule or travel to an office to meet with a therapist.

Does teletherapy work just as well as face-to-face sessions?

Teletherapy works just as well, if not better, than face-to-face sessions; but don’t take our word for it! Numerous studies have shown that teletherapy is effective. In a 2013 study conducted by the University of Zurich, 57% of online participants completed the course depression free, compared to only 42% of participants who saw a therapist in person. You can read a copy of the full study here.

Is teletherapy right for me?

Teletherapy is a great option if you’re seeking a convenient, effective and affordable way to get care. When you’re traveling or if you’re just too busy to make regular office visits, teletherapy makes getting care easy. Our therapists can help you identify problems in your life, pursue practical solutions to those problems, and navigate any obstacles that come up along the way. We also have professionals that specialize in more specific issues, such as: stress, anxiety, depression, addiction, marriage counseling, LBGT issues, parenting, and more.

How much does it cost to use MDLIVE?

Getting started is totally free. If you're receiving MDLIVE as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. MDLIVE accepts most major credit and debit cards.

How do I connect with my therapist?

There are two ways to connect with a therapist - either by phone or through secure video.

Once you get to the MDLIVE home page, you can start looking for a therapist that is licensed in the state where you’re located. You can filter therapist profiles by gender, language or specialty. In each of the therapists’ profiles you will find their credentials, specialties, and schedules of available appointment times.

Once you choose the therapist with whom you would like to speak, you can schedule the appointment time that works best for you. If you haven’t created an MDLIVE account yet, you will be asked to create a profile. You will then confirm your payment and your appointment time.

If you are seeing your therapist by phone, your therapist will call you at your scheduled appointment time.

If you are seeing a therapist by video, you will log on to MDLIVE at your scheduled appointment time, and the website will direct you to begin a secure video visit with your therapist. You may be need to complete a one-time download of our secure video application.

If you have any issues setting up your account, our care coordinators are available to answer any questions 24/7/365 at 1-877-764-6605.

I am afraid that I am going to hurt myself or others. Can I talk to someone at MDLIVE?

If you have feelings that you may want to hurt yourself or someone else, please dial 911 or call the crisis counselors at 1-800-273-TALK (8255), where you’ll be connected to a skilled, trained counselor at a crisis center in your area 24/7.