Humana Telemedicine Agent FAQs

Skip the waiting room.  See a U.S.-based, board-certified doctor for minor illnesses like a cold, sinus infection, allergies and other non-emergency medical conditions-without having to leave the comfort of your home.

Q: What is telemedicine?

A: Telemedicine is a virtual doctor’s visit. Humana has teamed up with MDLIVE, a telemedicine provider, to give members access to a doctor 24/7, 365 days a year either by phone or secure video via computer or smart device for non-emergency medical conditions. MDLIVE doctors can diagnose symptoms and prescribe medicine, if medically necessary.

Q: Who are the MDLIVE doctors?

A: All MDLIVE doctors are U.S based and U.S. board certified. MDLIVE doctors are licensed and credentialed to practice in the state the member is physically located in. The doctors are considered in network for all eligible members.

Q: Which Medicare plans are eligible for MDLIVE?

A: Members with select Humana Medicare Advantage plans in AZ, GA, IL, IN, KS, KY, ME, MI, MO, NC, NH, NM, NY, OH, OK, OR, PA, SC, UT, VA, WA, and WV. See complete plan list on last page of this document or check the Summary of Benefits. MDLIVE will not populate in Physician Finder.

NOTE: In the Summary of Benefits, telemedicine will be under “More benefits with your plan” and referred to as “Remote access technologies.”

Q: What type of service does MDLIVE provide?

A: MDLIVE is designed to handle non-emergency medical issues. Members should not use MDLIVE when experiencing a medical emergency. While MDLIVE is not intended to replace a primary care doctor, a virtual doctor’s appointment can sometimes substitute a visit to the doctor’s office, urgent care center or emergency room for a non-emergent reason. If a member has questions about urgent care centers, MDLIVE should be offered as an additional option. MDLIVE is available 24/7/365.

Q: What type of illnesses does MDLIVE treat?

A: MDLIVE doctors are trained to treat a wide range of conditions. Some of the most common are:

 Acne

 Allergies

 Constipation

 Cough

 Diarrhea

 Ear problems


 Fever

 Flu

 Headache

 Insect bites

 Nausea / vomiting

 Pink eye


 Rash

 Respiratory problems

 Sore throats

 Urinary problems / UTI

 Vaginitis

 and more

Q: What is the members cost for services?

A: Visits with a doctor are just a $10 copay or less. Most plans are $10, except for the SNP Dual Eligible plans which are $0. See the plan list below for pricing details.

Q: Are all MDLIVE doctors in the member’s network?

A: Yes. Claims will be received with MDLIVE as the provider for telemedicine services, regardless of the doctor selected.

Q: Can MDLIVE be used while traveling?

A: Yes. MDLIVE doctors are in network in all areas they service. MDLIVE currently provides services in the District of Columbia and all U.S. states except for Arkansas. Consultations are offered by phone only in Texas and video (app or web browser) in Idaho. Services are also provided in the US Virgin Islands and Puerto Rico although availability may be limited.

Q: Is a referral or authorization required for services provided by MDLIVE?

A: No. Members may use MDLIVE services without a referral or authorization.

Q: Can MDLIVE prescribe medication as part of a visit?

A: Yes. If the MDLIVE doctor determines medication is medically necessary, he or she can write a prescription for non-narcotic medications (i.e. no controlled substances*). Prescriptions are electronically sent to the pharmacy of choice as soon as the consultation is over.

*Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.

If you have any questions, please call us toll-free (888) 539-1633.

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