Enrolling in a health plan through Syracuse University gives you and your dependents access to virtual care through MDLIVE or your provider’s telehealth services. Cost-sharing is the same as in-person visits. Review the Frequently Asked Questions (FAQs) below and schedule a convenient appointment for non-emergent medical or behavioral health concerns.
General Information
Telehealth is the remote delivery of healthcare services 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 through MDLIVE.
If your healthcare provider, including behavioral health professionals, offers virtual care, eligible telehealth services will also be covered.
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.
Telehealth is intended for non-emergency conditions. If you are experiencing a medical emergency, dial 911 immediately.
MDLIVE doctors handle a variety of non-emergency conditions, including:
- Adults: Allergies, colds, flu, ear infections, fever, headaches, joint pain, nausea and vomiting, pink eye, rashes, sinus infections, sunburns, and some urinary tract infections.
- Children: Colds, flu, constipation, earaches (but not for children under 12 years old), fever, nausea and vomiting, and pink eye.
MDLIVE also provides behavioral health support for issues such as addiction, bipolar disorders, depression, eating disorders, grief and loss, LGBTQ+ support, panic disorders, stress, trauma, and PTSD. 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. Before each visit, you will enter relevant symptoms, medications, and existing conditions (e.g., diabetes, asthma) to provide necessary context.
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 drugs which may be harmful because of their potential for abuse.
Scheduling an Appointment
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.
If you are using telehealth services through your provider, appointment availability will be determined by their schedule.
You can register for free using one of these methods:
- Web: Register at excellusbcbs.com/member
- App: Download the MDLIVE app
- Text: Text EXCELLUS to 635483
- Telephone: 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 member ID number including the three-letter prefix VYK, a unique username and password along with the answer to the security questions of your choice.
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 download the MDLIVE app and follow the prompts
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.
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.
No problem! You can register and have a telehealth consultation by phone. Simply call 866.692.5045 (TTY: 800.770.5531).
Specific questions on registering for MDLIVE, scheduling an appointment, or using their services can be directed to MDLIVE by calling 866.692.5045 (TTY: 800.770.5531). Should you have any questions, or require accommodations to access any information on this webpage, 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.