FAQ's Frequently Asked Questions
- The Basics
- Getting Started
- Account Questions
- Customer Referral Program
- Troubles w/ Access or other Problem
- General Questions
- About our Network
What is TelerainMD?
TelerainMD provides you access to a doctor from your home, office, or on the go- 24/7/365. Our Board Certified doctors can visit with you either by phone or secure video to help treat any non-emergency medical conditions. Our doctors can diagnose your symptoms, prescribe medication, and send prescriptions to your pharmacy of choice.
What does the telehealth consult with your doctors cost?
After enrolling and paying your subscription either monthly or yearly, your telehealth consults cost you nothing! The cost for your subscription is only$19.95 per month for individuals or $29.95 for our family plan. You also choose to pay by the year for a discount. See our prices section of our website for more details.
Is Telehealth service appropriate for every medical condition?
No it isn’t. Telehealth is designed only to handle non-emergency medical issues. You should not use telehealth service if you are experiencing a medical emergency. In case of a medical life threatening emergency, you should dial 911 immediately. While telehealth is not intended to replace your primary care doctor for common or chronic conditions, a virtual doctor’s appointment can sometimes substitute a doctor’s office, urgent care, or an emergency room visit and expense.
What are the most common conditions you treat?
Our doctors are trained to treat a wide range of conditions. Some of the most common are: Acne, Allergies, Asthma, Bronchitis, Cold & Flu, Constipation, Diarrhea, Ear Infection, Fever, Headache, Insect Bites, Joint Aches, Nausea, Rashes, Sinus Infections, Sore Throat, UTI and more! See our website for more examples.
How do I sign up for TelerainMD’s telehealth service?
You can easily sign up using one of the following methods: Visit us online at: www.telerainmd.com, and sign up there or you may call our toll free number listed on our site and we will gladly assist with enrolling. You will need a valid credit/debit/Gift Card to subscribe.
When can I start using my Telehealth service?
You can start using your TelerainMD account to access the physician network within 48 hours after you sign up, receive your activation email with your member ID, registered your account and verified your email address. Once set up, you can schedule an appointment with our doctors and start enjoying our service.
Do I need to have health insurance to consult with or be treated by our telehealth Doctors?
No. You do not. Our telehealth service works with or without insurance
Are my consultations covered by my health insurance?
No. Your consultations are included free with your subscription. There is no per call charge, deductible or copayment required. You never need to pay any additional amount for your consultation nor will your insurance ever be billed anything.
How do I know your doctors will take my insurance?
There is no need to worry about this. All your consults are included free with your subscription. There is no per call charge, deductible or copayment to pay, so therefore our doctors do not require any insurance information from you.
When is my Telehealth service available by phone?
Your access to our telehealth Doctors via telephone is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use our telehealth service anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.
What hours are video consultations available?
Our telehealth service offers video consults from 9 a.m. – 7 p.m. ET, 7 days a week. At times, there may be doctors that offer video consults outside of these hours.
Is my Telehealth service available outside of the United States?
TelerainMD’s subscription is not available to non-US Residents. Subscription is available anywhere in the United States except Idaho and in Arkansas, laws do not permit doctors to prescribe medicine on the phone or video. Our network of Board Certified doctors will be provided to you based on the state you are located. We make sure that each doctor is fully licensed to practice medicine in your state. You can use your telehealth services when traveling outside the US but keep in mind that when calling from outside the US, doctors will only provide advice for treatment and cannot prescribe medications, only tell you what they would prescribe. To use our telehealth doctors, the subscriber must be US resident and provide a US address in their profile.
Can I call your tele health doctors from outside of the United States?
Yes, for medical advice only and no prescription can be given when outside of the U.S.
Can a member request a consult when traveling internationally?
Yes, they can have a consult but the doctor while traveling, but the doctor can only provide advice for treatment when patients are calling from outside of the US. No prescriptions can be written in such case. The Doctor will advise the patient on the medication they would normally prescribe. In this case, technically we are only providing advice the Doctor’s state licenses are not taken into consideration.
Who are the doctors?
Our provider network is comprised of over 200 physicians Board Certified in Internal Medicine, Family Practice, Emergency Medicine and Pediatrics. An average of 15 years of practice experience is required of all our physicians. All our physicians are State-licensed to practice in your state, US Board Certified, and credentialed using NCQA and URAC guidelines. We adhere to the strictest standards with background checks and primary source verification through the National Physician Data Base (NPDB) and the American Medical Association (AMA) for medical licensure, training and education, work history and malpractice history.
Can I request a particular doctor?
You cannot request a particular doctor. Our telehealth service is designed to support your relationship with your existing doctor. It is not a means of establishing an exclusive relationship with one of our doctors. Please know that all our telehealth doctors are highly qualified and go through rigorous training and credentialing. Our Network provider’s doctors and nurses are all state board certified and licensed to practice your state.
Is this health insurance?
No, this is not health insurance. We are an alternative health care provider for use when you cannot reach your regular doctor or when it would be inconvenient to visit them. Our service works with or without health insurance.
Can the doctor consult with my family?
Yes, our plan designs allow you to use our telehealth service for you, your spouse and your dependent children under 26.
Are their eligibility requirements to become a TelerainMD Subscriber?
Only that subscriber be a US Resident and 18 years of age or older (to be the primary) and have a US mailing address. We will also require, date of birth, height and weight, and a valid credit card/gift card/debit card.
What constitutes a legal dependent?
A dependent is the spouse or domestic partner of a primary member or a child under the age of 26, that is financially dependent on the primary member. The child can be related, adopted or under legal guardianship. Your subscription does not cover children not meeting the age and/or financial dependency requirements, nor does it include the primary’s parents, uncles, aunts, cousins or any others living in the primary’s home. If they wish to consult with doctors, they will have to obtain and pay for their own accounts.
Can a minor register themselves?
Technically yes, however they would need the primary member’s identification criteria (i.e. DOB, Member ID, etc.) in order to register.
Can a parent register a child regardless of the age, including adult children?
Yes, if the dependent is 18+ they will be given the option of blocking the primary from seeing their medical record / profile.
What is the protocol for medical consults for children under the age of 2?
A child under 2 can have a consult with a pediatrician, however if the child has a fever they will most likely be referred to their pediatrician to ensure they are physically seen.
How many dependents can be added via the website/app/phone?
Up to 5 dependents can be manually added.
Is your telehealth service available in all states?
We do not currently offer service in Idaho and in the state of Arkansas, current legislation does not permit our doctors to prescribe medication over the phone/video. Full service is currently available in all but just a few states where it is limited to phone only. Service is provided in Alaska and Hawaii, but not in U.S. Territories such as Puerto Rico, Guam, US Virgin Islands, etc.
How do I activate my account?
After you have registered and paid for your subscription for TelerainMD, within 48 hours of enrollment you will receive a welcome email from us with your Member ID, along with instructions for activation. If you have not received your welcome email, please make sure you are checking the email account which you used to sign up with us and also check your spam or junk mail folder. It may be a good idea to add our support email address to your address book to avoid our emails going to your spam or junk email. Our email address is firstname.lastname@example.org. If you still cannot find our welcome email, please call our customer support at +1-800-348-9408. Once you have the email, you will then need to activate your account and verify your email address. A link is provided in your email to activate your account. Or you can navigate to https://register.telerainmd.com and follow the instructions provided there.
If you need additional assistance with this process, you can click on the link Registration Instructions on TelerainMD.com, navigate to http://telerainmd.com/registrationinstructions/ or just call our Customer Support department at +1-800-348-9408 and they will gladly walk you through the steps.
How do I request a consult?
Telephone and Video Consults
Just call our network consult line at +1800-611-5601, available 24 hours a day, seven days a week. Your call will be answered by a licensed registered nurse who reviews symptoms and takes a medical history. The nurse contacts the physician who reviews your case. Within an hour the nurse will call you back with the doctor on the line for your consult. If you indicate to the nurse that you wish to have a video consult, then she will request the consult be performed via video and provide the available times.
Online Request for Video Consult
Before you get started. Please note, that you must have a valid email on file with us to have a video consult. Go to our website at TelerainMD.com, click on subscriber login on the top left side. You will be redirected to our physician network provider. Enter your User ID and Password which you set up during registration. From the home page of your account you can select Video Consult. You will be asked to provide three different times you would be available. You will get an email confirming your consultation and the time which the doctor is available to have the consult with you along with a link that will set up the video conference on your computer.
What do I need for video conferencing?
To use video conferencing, you need: Windows®7, Vista, or XP, a Mac running OSX 10.6 (Snow Leopard) or superior, a high speed internet connection, a webcam with at least 1.3 megapixels, and a microphone (most webcams already have microphone built in). After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.
Do your doctors provide consultation in other languages?
Yes. Our main language is English. Spanish is generally available but never guaranteed. You can request a consult from doctors that speak the language you need and they are available, your consult will be assigned with them.
What languages are provided by your telehealth Service?
For support English and Spanish speaking agents are available.
Will my consult history be available to me for review later?
Yes, our subscribers can always access their history in the patient portal.
How can I pay TelerainMD for subscription to my telehealth service?
As a monthly subscriber, once enrolled you will be billed each month for your subscription and the monthly subscription shall be charged to your credit/debit card. Yearly subscribers will be billed on their anniversary. Our support team will contact you well before your expiration to insure your payment information is updated.
How do I cancel my TelerainMD monthly subscription to my telehealth service?
You must send email to email@example.com at least 7 days prior to your next billing date. No telephone cancellations can be accepted.
Can I cancel my service in the middle of the month?
You may cancel at anytime, how ever once your monthly payment is made there is no proration or refunds. We suggest you cancel 7 days prior to your next billing date so you can continue to use the service you have paid for.
What happens if my payment did not go through?
You must contact us within 24 hours to arrange for payment. If monthly payment is not collected after 24 hours the account shall be deactivated and you may be required to pay the $100 enrollment fee to reinstate the account.
How many people can I refer to you and get credit for?
AS MANY AS YOU LIKE! Our Referral Program has no limit. You can refer 1, 12, 100, its up to you! You get 1 free month’s credit for each customer you refer. If you refer 10 members, you get 10 months free. It’s that simple! Refer a Customer, Get Free Service!
How will I get credit for customers that I refer?
When we sign up a new member and your Member ID is provided in the order you will get a credit which will be applied to your following months service which comes due. If you refer more than one, your credits will accumulate and be applied each month thereafter until you use up all your referral credits.
How do I refer a customer to you?
You can do it one of three easy ways. First, make sure you have your referrals information handy. We just need, their first and last name, email address and telephone number. Just give us a call and provide us their information and lastly, you can also provide your referral your member ID they can call in to enroll have and tell us that you sent them.
I have a friend I would like to refer but he lives outside the USA, can he/she get your service?
No. Unfortunately, at this time our telehealth service is only for U.S. Residents with a U.S. residential address.
I can’t access my account, can you help me?
Yes, just call us at + 1-800-348-9408 and one of our support staff will assist you.
I am the primary, but when I log in I cannot see my dependents. Why?
You must contact customer service +1-866-645-6331 and open a ticket to have your account corrected.
I am registering my child and the system is asking for an email address, since my child does not have an email address can I use my own email address?
Yes, you can use your email address for your children or any dependent.
I have a problem that is not listed here. Can you help me?
Don’t see your problem here? Don’t worry. Just call us at +1-800-348-9408. We have highly trained health service specialists standing by to take your call.
Can I get a prescription?
Our telehealth service does not guarantee prescriptions. It is up to the doctor to recommend the best treatment. Telehealth doctors do not issue prescriptions for substances controlled by the DEA, non-therapeutic, and/or certain other drugs which may be harmful because of their potential for abuse. These include, but are not limited to, antidepressant drugs such as Cymbalta, Prozac and Zoloft which are drugs that are harmful due to their potential for abuse. Also, non-therapeutic drugs such as Viagra and Cialis are not prescribed by our telehealth doctors.
Will I be required to take Name Brand or Generic Brand Medications?
Unless the doctor finds it medically necessary to restrict a generic substitution for your prescription, then you are free to choose the name brand or the generic substitute for that medication. If your doctor requires no substitution for a particular drug then he will indicate so on the prescription and the pharmacy cannot dispense the generic brand. Doctors will generally inform you of this and why but, if you can, always ask them if there is any such requirement. Also, some insurance companies require you to use generic versions of medications when they are available and there is no restriction from the doctor. Please check with your insurance provider for more details on your prescription benefits.
How are prescriptions sent to the pharmacy?
Our telehealth service does not dispense prescription drugs. If the doctor prescribes medication, it is submitted electronically or by phone to the pharmacy of your choice.
Do you offer short term prescription refills?
Yes, our telehealth service offers short term refills of certain medications. This is always at the doctor’s discretion and is limited to an urgent need only.
How do I pay for my prescription?
Prescriptions can be paid for using your health insurance or at your own expense. You could receive a discount using prescription discount cards available in the market. Check your local pharmacy for details.
How are prescriptions provided to me?
The physician would send an e-script to the pharmacy you have requested. *Please note that some pharmacies, specifically those in rural areas are not familiar with telemedicine and may question a prescription written by a physician located in another state. The pharmacies have the ability to look up a doctor’s state license. However, very small, non-chain pharmacies may question the prescription. Please advise customer service if you encounter any issues as we continue to strive to “spread the word” on this new emerging industry.
If I am suffering from a cold or flu, will the Telehealth doctor prescribe medication?
The physician will need to ascertain if the condition is bacterial or viral. If the doctor does not think it is bacterial they may recommend over the counter medication. Even though a member may be used to their own physician prescribing antibiotics, our telehealth doctors will only prescribe antibiotics if they consider it medically necessary.
Does your service prescribe Tamiflu for the Flu?
At this time, yes, if the physician feels it is indicated.
The telehealth doctor did not prescribe the medication that I am normally given by my doctor when I present with the same symptoms. What do I do?
The doctor chooses the best medication for the illness; the member doesn’t decide what medication they should have received.
Does your telehealth service have a prescription policy when a non-generic medication would be prescribed?
Yes, we always encourage the doctor to request generics. The pharmacy will dispense generics when available.
Can a Telehealth doctor prescribe maintenance medication such as for cholesterol, high blood pressure, etc.
Yes, prescriptions can be offered while the member is traveling for the days they are traveling or when they will be able to get a refill from the prescribing doctor. The telehealth doctor does not replace a PCP Our telehealth doctors will not refill maintenance medication for a chronic illness / ailment.
Can a member receive a prescription for smoking cessation or male impotency (ED)?
No, we do not prescribe for smoking cessation or ED.
I plan to travel to countries where I must get a series of vaccinations, could a Telehealth doctor prescribe these vaccinations?
No, the member should consult with their Primary Care Provider.
What is your prescription policy?
Doctors providing consultations offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or doctor.
It is important to note that TelerainMD is not a drug fulfillment warehouse. In the event a doctor does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care doctors or other specialists for extended care. Our tele health doctors do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction). For a current list of DEA controlled substances, visit http://www.deadiversion.usdoj.gov/schedules/
What medications cannot be prescribed?
Any medication on the DEA controlled list. Link to DEA website: http://www.deadiversion.usdoj.gov/schedules/
I have a question that is not listed here. Can you help me?
Don’t see your question? Don’t worry. Just call us at +1-800-348-9408. We have highly trained customer service specialists standing by to take your call.
Does your service provide a Doctor’s note for a consult?
Doctor’s notes are not issued by our telehealth doctors.
Is all my health information kept safe and private?
Yes, TelerainMD is safe and private and is fully compliant with HIPAA (Health Insurance Portability and Accountability Act) and will only share your information with your selected doctor and pharmacy.
What if the doctor is not able to resolve my issue?
Our telehealth service treats minor medical conditions and generally in most cases the doctor can provide a diagnosis and suggest treatment for these conditions. Conditions requiring further examination and/or laboratory, imaging you will need to see a doctor personally. The benefit of our service is that you will know that your medical concern does warrant a visit to the doctor’s office and not spend copayment or other money just to find out the issue is minor and requires simple or no further treatment.
Can I request a telehealth consult by email?
Yes, we offer a similar service. We offer E-Consults included in your service. All communication is via a secure E-Consult form. You can choose from regular doctors to specialists, including Alternative Medicine, Psychology, Ophthalmology, Dental, Fitness and many others. When you complete the secure E-Consult form, you are notified via email when your reply is ready and you can access it online anytime and reply back.
Can I make an appointment for a phone or video consultation for later in the day or for another day?
Yes. You can schedule the telephone or secure video call for later in the day or another day.
What if I prefer not to share my health information with you? Can I still have a consult?
To receive a consult and diagnosis the subscriber must complete a medical history assessment prior to an appointment. There is no guarantee that member will receive prescription (Rx) medication, diagnosis or treatment plan.
Will a telehealth physician request tests or lab work?
No, the member will be referred to their primary care physician or pediatrician for further evaluation. If an ailment such as strep requires a test, the physician may not prescribe antibiotics. This is solely at the doctor’s discretion.
How many consults can a member have in a day?
A member can have up to one consult per day per family member. However, the member is able to email the doctor with any follow up.
If a member lives in Ohio, but is traveling to Florida, who will provide the consult?
A member is assigned to a doctor, pediatrician or therapist based on where the Doctor is licensed to practice. In the scenario above, the doctor could be located in California but could also be licensed in Florida.
If a foreigner is in the US can they use our telehealth services?
No, a doctor cannot write a prescription for a non-US resident. TelerainMD access to telehealth is only available to US Residents.
About our Company
Founded in 1997, Telerain began as a technology company and shortly after recent changes made by Obamacare in this country regarding tele health Services, the company added the TelerainMD brand and started offering telehealth services to consumers in the United States using third party provider network of doctors. It’s an innovative new service where you can access doctors 24/7.
Do you have information for employers?
If you’re like most employers, you know that your employees are your most important asset and safeguarding their health plays a critical role in their success – and yours. TelerainMD is helping to transform healthcare by providing telehealth services that benefit both employer and employees. Lower costs, reduced absenteeism, increased productivity, and immediate and convenient access to quality healthcare 24/7 are just a few of the many benefits associated with TelerainMD.