MDLIVE: Telehealth Benefit

Frequently Asked Questions

Telehealth is the remote delivery of healthcare services and clinical information using electronic technology, such as a telephone or videoconferencing via a smartphone, computer or tablet. You can access a doctor from your home, office, or on-the-go 24/7 using our telehealth partner, MDLIVE.

In addition to the services provided through MDLIVE, if your health care provider, including a behavioral health provider, offers virtual and telephonic options for care, eligible telemedicine services will be covered under the health plan.

No. Seeing your own doctor is preferable because they know you best. But, if your provider isn’t available, a virtual visit for common or chronic conditions can sometimes be a suitable substitute for a doctor’s office, urgent care or an emergency room visit. You can either utilize MDLIVE for these services or contact your provider to see if they offer telehealth that is appropriate for your needs.

No. Telehealth is designed to handle non-emergency medical conditions. You should not use it if you are experiencing a medical emergency. In case of a medical life-threatening emergency, immediately dial 911.

You can register for free using one of the following methods:

  • Web: Register at excellusbcbs.com/member
  • App:   Download the MDLIVE app on your phone or tablet
  • Text: Text EXCELLUS to 635483
  • Telephone: 866.692.5045 (TTY: 800.770.5531)

Specific questions about using and registering for MDLIVE can be directed to MDLIVE by calling 866.692.5045 (TTY: 800.770.5531).

When you register, you’ll be asked for:

  • Your name
  • Date of birth
  • Address
  • Phone number(s)
  • Excellus BCBS membership ID Number
  • A unique username and password
  • The answer to security questions of your choice

Yes. However, each family member will need their own account with a username and password. Children 18 and under must be accompanied by a parent or legal guardian during a visit with an MDLIVE provider.

Step 1: Log in to the Excellus BCBS member website
Step 2: Click on “Telemedicine Visit” (upper right-hand corner of screen)
Step 3: Click on the green “Telemedicine Visit” button to begin; or
Simply, download the MDLIVE app and follow the prompts

Yes, you can register and have a telehealth consultation by phone. Simply call 866.692.5045 (TTY: 800.770.5531).

You may contact MDLIVE 24 hours a day, 7 days a week, even on holidays. MDLIVE is available anytime you have a non-emergency medical or behavioral health condition, are unable to see your primary care doctor or when you simply prefer a convenient, cost-effective alternative to the emergency room, urgent care center or clinic.

MDLIVE doctors are trained to treat a wide range of conditions. Some of the most common are listed below for medical and behavioral health.

Medical:
Common conditions covered by MDLIVE for adults and children
*MDLIVE does not provide support for urinary tract infections in males; does not provide support for earache conditions for children under 12 years old; does not provide support for fever-related conditions for children under 3 years old.

Behavioral Health:

*MDLIVE does not provide behavioral health services for children under 10 years old. When scheduling a consultation for a dependent under 18 years old, you have the ability to view and schedule the consultation from your dependent’s specific profile.

No. Your MDLIVE telehealth doctor will not have access to your provider’s electronic medical records. When you schedule a telehealth visit through MDLIVE, you’ll need to enter current symptoms, medications and any known diagnosis such as diabetes or asthma. Upon registration or anytime, you can enter/edit your medical history as part of your record.

Generally, yes. Doctors who treat patients through telehealth visits may be able to prescribe medications (depending on applicable state laws) at the time of the visit and send prescriptions electronically to a pharmacy. MDLIVE providers are unable to write prescriptions for more than a 30-day supply. They will not prescribe DEA-controlled substances, non-therapeutic drugs and other certain drugs which may be harmful because of their potential for abuse.

Once you are logged in, you are encouraged to input your primary care provider’s information, which can be saved going forward. At the end of each visit with an MDLIVE provider, you will have the option to have a clinical summary of your visit electronically faxed directly to your primary care provider.

Should you have any questions, please reach out to our HR Shared Services team at 315.443.4042.


Every effort has been made to ensure that the information contained within this website is accurate. However, benefits are governed by legal documents (which, in certain circumstances, may include insurance contracts). If there is any difference between the information in this website and the official documents, the official documents will control. As is the case with all of Syracuse University’s employee benefit plans, the University reserves the right to modify or terminate these benefits at any time.