Frequently asked questions

Have some questions about our process or our organization?

We’ve compiled our most-asked questions in the list below. Don’t see your question below?
Click the “Ask a question” button below to contact us directly.

General questions

How do I sign on to my personal home page?

Go to and click the purple login link. Enter your email address login and password. This will bring you to your personal home page at RxLive. Here you can send Chat messages to your personal pharmacist, complete your new-patient intake forms, or launch the videochat for an appointment.

How do I launch my video chat consultation?

First, log in to your RxLive account. Click on the Appointments tab on the left hand side of the page; this will show you a calendar and highlighted in blue is your scheduled appointment. When you click on this, it will bring up the appointment details, including the link to the zoom video chat. This is the link you’ll follow when it’s time for your appointment with the pharmacist.

What forms do I need to fill out before my first appointment?

Before your first appointment there are 4 brief forms that need to be completed:

  1. Your personal demographics form
  2. The Privacy Policy Acknowledgement
  3. The HIPAA Policy Acknowledgement
  4. Your medication list
How much does the service cost?

This depends on the service being delivered. We partner directly with doctors’ offices, employers and pharmacies to provide medication therapy management services, which are paid for by Medicare and Medicaid. We also partner with private insurers to provide the service, and sometimes there’s a copay billed to the patient. Another option is for the patient to pay directly out of pocket for the service, the “cash price,” without involving the insurer.

Will I be billed for the service?

This depends upon the program in which you are enrolled, the insurance you have, and whether or not RxLive is affiliated with your doctor’s office. If you were referred directly from your doctor’s office or your pharmacy, then you likely will be receiving medication therapy management (MTM) services, which are provided for a zero $ copay.

Does insurance pay for the service?

If the service delivered is MTM and we’re contracted with your Medicare Part D plan, the service is provided for a zero $ copay.

How do I pay for the service?

You can use a credit or debit card to pay for the service using our secure checkout and payment portal within RxLive.

How do I change my login password?

In the top right-hand corner of your RxLive homepage, you can click on the red triangle, select the Personal Account option, and change your password.

Can I follow up with the pharmacist if I have questions after my appointment?

The RxLive platform enables you to send secure messages via its Chat function. You can contact your personal pharmacist directly in this way. The Chat icon can be found on the left-hand side of the RxLive homepage, directly below your name.

If a prescription is changed by my doctor as a result of my consultation with the pharmacist, how will I be notified?

Follow-up messages from your personal pharmacist can be found via the Chat button on your RxLive account. Your pharmacy will notify you when your new prescription is ready.

How will I access my personal medication list?

After your appointment with your RxLive pharmacist, your personal medication list will uploaded to your HIPAA-secure RxLive account. When you log in, there are two ways to view, download, or print your personal medication list.

  1. The Alert bell icon in the top right-hand portion of the screen will light up red. By clicking it, you’ll see an alert that your personal pharmacist has shared a document with you. Click on the notification and it will take you to your personal documents folder.
  2. You can click on the Documents icon in the left-hand navigation bar. where you can then access your personal medication list.
How do I make a follow-up appointment?

You can schedule an appointment via the Appointments icon in the left-hand navigation bar. Here you’ll be prompted to select a date and time, as well as appointment type.

How do I cancel my appointment?

Log in to RxLive and select the Appointment icon in the left-hand navigation column. Click on the blue box that denotes your scheduled appointment. The details of your appointment will pop up, and at the bottom is an option to Delete the appointment. A box will pop up asking if you’re sure you want to delete the appointment. Click the Yes button. A green bar will then pop up confirming that your appointment has been canceled. We hope you’re reschedule!

Who follows up with my provider after my consultation with the pharmacist?

Your RxLive clinical pharmacist will follow up with your provider regarding any recommendations discussed during your consultation.

Is my electronic health record kept private?

Yes! All personal health information is kept in a HIPAA-secure, encrypted electronic health record system. For more information about how we use and protect your health information, view our HIPAA Policy and Privacy Policy.

Can I choose my clinical pharmacist?

The first time you schedule an appointment to see a pharmacist, you’ll be assigned a pharmacist based on your appointment needs and the pharmacists’ availability. After your first appointment, you’ll have the option of scheduling an appointment with that same pharmacist or requesting another.

Will I be talking with a licensed clinical pharmacist?

Yes. All consultations are performed by a licensed pharmacist in the state in which you reside.

Why do I have to fill out intake forms?

We ask that you fill out a brief intake form and medication history to ensure our pharmacists have the most accurate, up-to-date information possible to assist patients.

Do I have to schedule an appointment?

Yes. Our clinical pharmacists are given time to review your personal records 24 hours ahead of your scheduled appointment.

How secure is the RxLive platform and video chat?

Our services are fully HIPAA-compliant and conform to the strictest industry security standards.

Who retains my RxLive medical records?

RxLive retains your consultation records and shares medication change recommendations with your provider as appropriate.

What type of equipment do I need for my consultation with the pharmacist?

If you choose to attend your appointment via video chat, you’ll need a web camera for your computer or a smartphone with video chat capabilities. If you prefer to have a telephone consultation, you can use your phone to join the appointment using a dial-in number and access code.

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