Who are some of MDLIVE’s customers? + MDLIVE’s major clients include
familiar names such as Aetna, Cigna, HealthNet, Humana, Regence Blue Cross and
Blue Shield, Molina Healthcare, Sutter Health, Hospital Corporation of America,
Coca Cola, Staples, Yahoo, Samsung, Twitter and others. VHP Employer
Group, Covered California, and Individual & Family Plan members may
register and use MDLIVE for medical and behavioral health services on or after July
5, 2017.
VHP Managed Medi-Cal and Healthy Kids members are not eligible to use MDLIVE at this time. Is MDLIVE appropriate for every medical condition? + No. MDLIVE
providers are not intended to replace members’ PCPs or to be used in
life-threatening emergencies. In case of a life-threatening emergency, members
should dial 911 immediately.
MDLIVE providers handle non-emergency medical
conditions and can often substitute for a doctor’s office, urgent care center,
or emergency room visit for common conditions like the flu or pink eye.
Where is MDLIVE available? + MDLIVE is available anywhere in the United
States. When VHP members log in and request appointments, they will be shown
doctors who are licensed to practice in California.
When is MDLIVE available? + MDLIVE
phone consultations are available 24/7/365, even holidays, while video
consultations are available during the hours of 7 a.m. to 9 p.m., 7 days a week
or by scheduled availability. Once a member logs in, they will have the option
to select a doctor who is currently available, schedule an appointment, or talk
to the next available doctor on call. What are the most common conditions MDLIVE medical and behavioral health providers treat? +
MDLIVE
medical providers diagnose and treat many non-emergency conditions, including:
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Acne
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Diarrhea
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Nausea/Vomiting
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Sore
Throats
|
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Allergies
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Ear
problems
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Pink
eye
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Urinary
problems/UTI
|
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Cold/Flu
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Fever
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Rash
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Vaginitis
|
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Constipation
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Headache
|
Respiratory
problems
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And
more
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Cough
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Insect
bites
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Sinus
problems
|
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MDLIVE behavioral health providers offer services to the
extent they are appropriate for remote and virtual diagnosis and treatment
include, but are not limited to, talk therapy, psychiatric diagnosis, ongoing
psychotherapy and medication management.
MDLIVE’s
online therapists are trained to help with a wide range of concerns, including:
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Addictions
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Gay/Lesbian/Bisexual/Transgender
issues
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Parenting
issues
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Bipolar
disorders
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Grief
and loss
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Postpartum
depression
|
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Child
and adolescent issues
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Life
changes
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Relationship/Marriage
issues
|
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Depression
|
Men’s/Women’s
issues
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Stress
|
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Eating
disorders
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Panic
disorders
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Trauma
and PTSD
And
more
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Who are the MDLIVE providers? + All MDLIVE doctors are U.S. board certified,
have on average 15+ years of experience, and are able to treat a wide range of
conditions. When VHP members log in and request appointments, they will be
shown doctors who are licensed to practice in California. How many providers are available? + Approximately
532 providers will be available to VHP’s Employer Group, Covered California,
and Individual & Family Plan members. This includes over 500 Medical and 32
Behavioral Health providers. What if members travel outside California? + Members may visit with MDLIVE providers outside
California as well. However, if a member is out of state, they will visit with
a provider licensed in that state. In other words, the state where a member is
physically located determines which providers will be available based on
licensure. The exception is for Behavioral Health in that members will visit
with MDLIVE providers licensed in California. MDLIVE is a telehealth solution established in 2009 and is headquartered in Sunrise, FL. MDLIVE has over 5,000,000 patients registered nationally, and performs approximately 10,000 consults per month. In California, MDLIVE has approximately 70,000 registered patients.
With MDLIVE, Valley Health Plan (VHP) members can access a board-certified doctor via secure online video, phone, or the MDLIVE App-anytime, anywhere, 24/7/365. MDLIVE is as an alternative to expensive urgent care visits or waiting days to get an appointment with primary care doctors for non-emergency medical conditions.
MDLIVE providers can diagnose symptoms, prescribe non-narcotic medication (if needed), and send e-prescriptions to members' VHP plan pharmacy of choice.
Can a doctor prescribe medication as part of a MDLIVE appointment? + Yes. If the MDLIVE doctor believes medication is
needed, he or she can write a prescription for non-narcotic medications (i.e.
no controlled substances), which can be sent directly to a member’s preferred plan
pharmacy. VHP members are highly encouraged to use in-network plan pharmacies. If
for any reason a member’s preferred plan pharmacy is unable to receive
e-prescriptions, a traditional prescription is generated for MDLIVE doctors to
sign and fax. All prescriptions are fully compliant and include all required
information.
Are authorizations required? + No. Telehealth
is designed to offer quick and convenient access to eligible members and cost
savings to VHP through expected reductions in urgent care and emergency room
costs.
However,
MDLIVE will provide VHP quarterly reports that will allow VHP to review and
manage various performance metrics including:
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Consultations &
registrations
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Top 5 prescriptions written
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Potential savings
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Prescription frequency
|
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Customer satisfaction
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Utilization & demographic data
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Top 5 diagnosis
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Service
standards metrics
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What about member medical records? + Members
are encouraged to complete their online medical history profile to better
prepare for their MDLIVE appointment. Members may upload photos and medical
record documents in multiple file formats to share with providers.
Online records stored with MDLIVE are not
automatically transferred to a member’s PCP or other VHP providers. The member may
elect online to share their MDLIVE visit(s) with their VHP PCP. Is MDLIVE safe and private? + Yes. MDLIVE is compliant with HIPAA (Health
Insurance Portability and Accountability Act) and will only share patient information
with members’ selected doctors and pharmacies. Can non-English speaking members access MDLIVE? + Yes.
MDLIVE partners with Language Line Solutions and offers interpreter services
from approximately 6,000 medically trained linguists who speak approximately
200 different languages. Language Line Solutions is available 24/7/365. A VHP
member may call 1.888.467.4614
(toll-free) to connect with Language Line Solutions.
How do members access MDLIVE? + Members
can access MDLIVE through PCs, smartphones, tablets, and telephone.- The
MDLIVE app is available through the Apple App Store and Google Play Store.
- The
website address for VHP Employer Group, Covered California, and Individual
& Family Plan members is www.mdlive.com/vhp
How do VHP members register to use MDLIVE? + VHP
Employer Group, Covered California, and Individual & Family Plan members can
activate their accounts by one of the following methods:- Visit www.mdlive.com/vhp
and click “Activate Now”
- MDLIVE can be accessed on most mobile devices
with internet connection. The MDLIVE App is available for download in the Apple
App Store and Google Play Store.
- Call MDLIVE at 1.888.467.4614 (toll-free).
What are the member costs? + MDLIVE
provider visits are the same cost to the member as an in-person visit.- For
VHP Employer Group members, there are no copayments or additional costs.
- For
Covered California and Individual & Family Plan members, copayments and
coinsurance costs are determined by benefit plan designs.
Members will only be charged after they choose to visit with a doctor and their appointment time and payment information are confirmed. Members can cancel appointments and receive full refunds, provided they cancel at least 24 hours before the appointment time. MDLIVE accepts most major credit and debit cards. Call
MDLIVE at 1.888.467.4614
(toll-free). MDLIVE has highly
trained health service specialists standing by to take member calls 24/7/365.
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