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24/7 Medical and Mental Health

Scroll down for frequently asked questions about Emory Student Telehealth.

For more information or any questions not addressed here, please call us toll-free at 833-484-6359 or email us at help@timely.md.

General Information

What is Emory Student Telehealth?
Emory University has contracted with TimelyMD to extend medical and mental health support services for students, particularly those living out-of-state in the US. Emory Student Telehealth complements the medical and mental health services already available on campus through the Atlanta and Oxford campus student health centers and counseling centers. It is a convenient way for Emory undergraduate, graduate, and professional students to receive 24/7, no-cost Medical, TalkNow (see further FAQ below for more detail of this service), and Scheduled Counseling for common conditions that can be safely and accurately diagnosed and treated online. All that’s needed is an Internet connection.

What is TimelyMD?
TimelyMD is an independent company that provides Emory Student Telehealth services using a network of contracted providers in all 50 states. TimelyMD offers 24/7 virtual, telehealth visits for Emory University undergraduates, graduate and professional students.

Who can use Emory Student Telehealth?
Any enrolled undergraduate, graduate or professional Emory University student can access Emory Student Telehealth services. Please note that due to licensing laws, students residing outside the US only have access to TalkNow.

Should I use TimelyMD or Emory’s on-campus medical providers at student health services?Student health providers are available to meet the needs of those living on campus and in the Atlanta area in several different capacities: telehealth; well visits, including women’s annual visits; COVID-19 related assessments and testing; and non-COVID-19 related urgent or chronic care needs. Telehealth for those living in Georgia and wellness visits, including immunization and allergy, are available for web booking through the Student Health patient portal. TimelyMD is a valuable resource for those not living in Georgia who will now be able to access telehealth services free of charge as an additional resource if Student Health Services is unable to meet the needs of those living in the Atlanta area.

For all COVID-19 related assessments, testing, and treatment, especially for students in the Atlanta area, you should access student health through the patient portal by messaging the COVID Assessment Provider or through the afterhours on-call line at 404-727-7551 and press “0.” If you are outside of the Atlanta area and in need of COVID-19 related services, TimelyMD is a resource to utilize in addition to your local in person resources.

Should I use TimelyMD or Emory’s on-campus mental health services?
Students located on the Atlanta campus are encouraged to call Counseling and Psychological Services at 404-727-7450 (http://counseling.emory.edu/) for mental health support. Students residing in Georgia can access telehealth initial consultations, crisis support, individual therapy, couples therapy, group therapy, and referrals for long-term or specialized treatment. All students, including those living outside of Georgia, can access a myriad of non-clinical support groups, workshops, and the stress clinic. CAPS clinicians can help you sort out the best options for your mental health care, which could include, for example, individual therapy with TimelyMD and group therapy at CAPS.

Students enrolled at Oxford (whether located on campus or elsewhere in Georgia) are encouraged to call Counseling and Career Services at 770-784-8394 for individual counseling and psychiatry services. All students, regardless of location, can participate in our programming and other outreach, including our workshops, programming, or consultations with student organizations interested in promoting a supportive community at Oxford and Emory.

Regardless of your location, remember that you are eligible for TimelyMD services if you are enrolled at Emory. This is especially important to keep in mind regarding the TalkNow service, which represents an extension of support for all our students all over the world.

How do I login?

To log in:
Scroll to the top of this page and click ‘Sign In’.

Mobile and tablet users will be directed to download the TimelyMD app. After you download the app, click on “Sign Up for TimelyMD” to set up your account using your name as it appears on your student ID.

If you have any questions about logging in, call us at 833-484-6359 or email support at help@timely.md.

My legal sex is different than my biological sex. Which one should I use when I create my account?

If your legal sex is different than your biological sex, please use your legal sex when you create your account.

If you have any questions about your account, call us at 833-484-6359 or email support at help@timely.md.

What medical conditions can I be treated for?

Our licensed medical providers are trained to treat a wide range of medical conditions. Below are some of the most common. For questions on counseling, see the “What is TalkNow?” and “How does Scheduled Counseling work?” FAQs below.

Most Common Medical Conditions:

  • Cold
  • Sinus infection
  • Influenza (flu)
  • Bladder infection (UTI)
  • Pink eye (Conjunctivitis)
  • Vaginal yeast infection

Other Medical Conditions treated:

  • Canker or cold sore
  • Stye (bumps on the eyelid)
  • Swimmer’s ear (ear pain)
  • Burns (minor)
  • Low back pain
  • Insect bites (head lice, tick bite, etc.)
  • Pertussis (whooping cough)
  • Quit tobacco
  • Allergies/hay fever
  • Exposure to sexually transmitted diseases
  • Acne
  • Athlete’s foot
  • Chicken pox
  • Diaper rash
  • Eczema or dermatitis
  • Ingrown toenail
  • Jock itch
  • Ringworm
  • Shingles
  • Tinea (fungal skin infection)
  • Constipation and/or diarrhea (Irritable Bowel Syndrome)
  • Heartburn or acid reflux (GERD)
  • Malaria prevention
  • Motion sickness prevention
  • And more …

Who should I contact if I think I might have COVID-19?
For all COVID-19 related assessments, testing, and treatment, especially for students in the Atlanta area, you should access student health through the patient portal by messaging the COVID Assessment Provider or through the after-hours on-call line at 404-727-7551 and press “0.” If you are outside of the Atlanta area and in need of COVID-19 related services, TimelyMD is a resource to utilize in addition to your local in person resources.

Hours and Timing

When is Emory Student Telehealth available?
You can complete an online visit at any time, 24 hours a day, 7 days a week.

How soon will I get a response?
Our goal is to provide a response within one hour, 24 hours a day, 7 days a week.

Medical Diagnosis and Treatment

Who makes the diagnosis?
A licensed, board-certified physician (MD), nurse practitioner (NP), or physician assistant (PA) will review and discuss your symptoms, make a diagnosis and develop your treatment plan.

What if you can’t provide a diagnosis?
We do our best to treat you online, but not every condition can be treated via Emory Student Telehealth. If your health concern cannot be addressed through Emory Student Telehealth, you may be directed to the on-campus Student Health Services or other location for care.

Prescriptions

Can my Emory Student Telehealth provider prescribe a medication?
Emory Student Telehealth providers are licensed and able to prescribe certain medications (for medical visits only) as part of your care plan, if clinically appropriate. Examples of medications prescribed by providers include antibiotics, inhalers, eyedrops, antihistamines, and other therapeutic medications. Providers can also refill short-term supplies of maintenance medications in the event of a patient’s transition to a new doctor, or inability to get in touch with his/her/their primary care doctor due to limited hours or appointments. TimelyMD believes in safe prescribing of medications and the need for patients to have relationships with their primary care doctors. As such, providers do not supply long-term medications for chronic illness and encourage patients to see their primary care doctors at least once a year.

Providers do not provide prescriptions for controlled substances, lifestyle medications (such as Viagra or Cialis), hormone replacement therapies, or other potentially dangerous or addictive drugs.

TimelyMD is not an online pharmacy, and we cannot fill prescriptions. If a prescription medication is part of your treatment plan, it will be sent to the pharmacy of your choice. You are responsible for the cost of any prescriptions, over-the-counter treatments, or follow-up visits you may need related to prescriptions. Emory Student Telehealth counselors cannot write prescriptions.

How can I get my prescription filled?
If a prescription is clinically appropriate, it will be sent to a local pharmacy of your choice. When you are filling out your intake information, you will select a local pharmacy that is convenient for you.

Will my prescription be covered by my insurance policy?
Most pharmacies accept most insurance plans. That said, please verify that the pharmacy you select is within your covered network before sending your prescription. If needed, you can request a pharmacy change by calling customer service at 833-484-6359 or by emailing help@timely.md.

What is TalkNow?

TalkNow is immediate access to a mental health professional 24/7. You’ll be able to discuss anything from general anxiety to loss of a family member to a critical situation. When you log in, just click TalkNow, and you’ll be connected with a professional to quickly get the help and advice you need.

Counselors can help with: 

  • Gender Issues
  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • and much more…
Is TalkNow only for emergency situations?

No. TalkNow can be used for any kind of emotional support, including both critical and day-to-day situations.

TalkNow is immediate access to a mental health professional 24/7. You’ll be able to discuss anything from general anxiety to loss of a family member to a critical situation. When you log in, just click TalkNow, and you’ll be connected with a professional to quickly get the help and advice you need.

TalkNow is not therapy. Rather, it is a supportive consultation with a mental health professional. For more information about psychotherapy, see the “Scheduled Counseling” section below.

Counselors can help with: 

  • Gender issues
  • Relationship issues
  • Family issues
  • Stress and anxiety
  • Academic stress
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • and much more…
How does Scheduled Counseling work?

Scheduled Counseling gives you the option to schedule an appointment to speak to a licensed mental health counselor. By choosing Scheduled Counseling, you select pick your counselor and his/her/their availability based on your busy schedule. Just like TalkNow, you may talk to a counselor on Scheduled Counseling about anything from depression and anxiety to grief to addiction and more.

Students receive up to 12 cost-free Scheduled Counseling visits per year. Additional visits will incur a fee of $79 per visit.

Counselors can help with: 

  • Gender issues
  • Relationship issues
  • Family issues
  • Stress and anxiety
  • Academic stress
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • and much more…
Cost and Insurance

How much does a visit cost?
Emory University undergraduate, graduate and professional students receive free visits for medical care, health coaching, and TalkNow. For Scheduled Counseling, students receive up to 12 free visits per year, and have the option to schedule additional sessions at a cost of $79 per visit. There are limited psychiatric visits available for students living outside of Georgia. These are available by referral only. For more information on psychiatric care for students residing outside of Georgia, contact the Atlanta or Oxford campus Student Health/Psychiatry or counseling center.

Student Health Services in Atlanta
404-727-7551
http://studenthealth.emory.edu

Counseling and Psychological Services in Atlanta
404-727-7450
http://counseling.emory.edu/

Student Health Services in Oxford
770.784.8376
oxfordshs@emory.edu

https://oxford.emory.edu/life/campus_life/student_health_services.html

Counseling and Career Services in Oxford
770-784-8394

I'm under 18 years old. Can I access care?

Yes. If you are under the age of 18, please follow these steps:

  • Have your parent or guardian create an account through this page or the TimelyMD mobile app.
  • Your parent/guardian will need to notify our customer support team to be placed in the correct practices (via the chat on this page, 833-484-6359, or help@timely.md).
  • You can then log into your parent/guardian’s account using their credentials (available remotely).
  • You can then select a service, select that the visit is for “My Child” and add your information.
  • Please note that once the visit is complete, both you and your parent/guardian will have access to the visit notes in the account.

Once you are 18 years old, you can create your own account.

Records and Security

Will my provider know I’ve completed a visit?
If you are an Emory Student Telehealth patient, your visit records will be saved as part of your medical records. For your convenience and with your consent, patient records will be shared with Emory Student Health Services and Emory counseling centers (on both, the Atlanta and Oxford campuses). If you want to share your records with a physician or psychologist outside of Emory Student Telehealth, you can print or email your records or call 833-484-6359 to have us send a copy of your Emory Student Telehealth records to your provider.

Is my personal information safe?
All the information you provide is encrypted and protected. Our Terms of Service gives more information on how we protect the personal information provided through our website. Our Privacy Policy can be found here.

Do I have access to records of my visit(s)?
Yes. You can access your visit records at any time through your account.

Technology

How can I access Emory Student Telehealth?
You can access Emory Student Telehealth from any web-enabled device – smartphone, tablet, laptop, or desktop. Mobile and tablet users will be directed to download the TimelyMD app.

What browsers do you support?
You can use any of the following browsers for your visit: Internet Explorer 11 or newer, Safari 11 or newer, Chrome, or Firefox. If you don’t have one of these browsers, you can download Chrome or Firefox for free.

COVID-19 Considerations

Note: Coronavirus (COVID-19) Screening Tool available at top of page.

Who should I contact if I think I might have COVID-19?
For all COVID-19 related assessments, testing, and treatment, especially for students in the Atlanta area, you should access student health through the patient portal by messaging the COVID Assessment Provider or through the after-hours on-call line at 404-727-7551 and press “0.” If you are outside of the Atlanta area and in need of COVID-19 related services, TimelyMD is a resource to utilize in addition to your local in person resources.

 What are the signs and symptoms of COVID-19?
According to the Center for Disease Control (CDC), a wide range of symptoms have been reported for people with COVID-19 – ranging from mild symptoms to severe illness.

Symptoms may appear 2-14 days after exposure to the virus. People with these symptoms or combinations of symptoms may have COVID-19:

  • Cough
  • Shortness of breath or difficulty breathing

Or at least two of these symptoms:

  • Fever
  • Chills
  • Repeated shaking with chills
  • Muscle pain
  • Headache
  • Sore throat
  • New loss of taste or smell

This list is not all inclusive. Please consult your medical provider for any other symptoms that are severe or concerning to you.

 How will a TimelyMD provider assess, treat or refer me if I have signs of COVID-19?
TimelyMD providers will assess your symptoms virtually and administer frontline care in a contained environment to limit the spread of illness. They will also give advice and recommendations on the need for testing vs. self-quarantine and where to go if testing or further care is needed. All students, especially those living in the Atlanta area, must notify Emory Student Health Services if they are ill with COVID-19 symptoms or if they have been confirmed as positive for the virus.

What precautions can I take to avoid COVID-19?
There is currently no vaccine to prevent COVID-19. According to the CDC, the best way to prevent illness is:

  • Wash hands often for at least 20 seconds.
  • Use a hand sanitizer that contains at least 60% alcohol.
  • Avoid touching your mouth, nose and eyes.
  • Avoid close contact with people who are sick.
  • Put distance between yourself and other people, especially people who are at higher risk of getting sick.
  • Cover your mouth and nose with a tissue or your elbow when you cough or sneeze.
  • Cover your mouth and nose with a cloth face cover when around others.
  • Clean and disinfect frequently touched surfaces daily.

You can also find updated guidance on how to stay well at http://www.emory.edu/forward/. 

What is the difference between COVID-19, the flu, and allergies?
Symptoms differ for each illness.

Coronavirus: Fever, cough, shortness of breath or difficulty breathing, chills, repeated shaking with chills, muscle pain, headache, sore throat, new loss of taste or smell.

Flu: Fever, cough, muscle aches, fatigue and weakness, chills and sweats, congestion, sore throat.

Allergies: Sneezing; itchy nose, eyes or roof of the mouth; runny, stuffy nose; watery, red or swollen eyes.

Can I access Emory Student Telehealth outside of the United States?

Yes. Emory Student Telehealth technology was built to be accessible anywhere in the world that has a stable internet connection. If you are outside of the US in a country without internet restrictions, you may be able to access TalkNow (immediate emotional support) by using a US VPN or calling customer service at 1-833-484-6359. In order to use TalkNow, you will need a US based 10-digit telephone number. Due to state licensing laws for medical and mental health providers, medical care and scheduled counseling are not available to students outside the US.

Is Emory Student Telehealth accessible to individuals with disabilities?

Yes. We fully acknowledge the importance of accessibility and have made significant accessibility updates to both our web and mobile interfaces. Our platform can be accessed through a web-based graphical user interface, mobile app, or through a telephone-based interactive voice-response (IVR) interface — whereby phone visits are arranged by a Customer Service Representative 24/7 (call 833-484-6359).

App Accessibility Information (TimelyMD app):
If you are downloading the TimelyMD mobile application for the first time and setting up your account, you will see an option during your account setup to select accessibility features. If you have already downloaded the TimelyMD app and created your profile, go to “More” → “My Preferences” → “Accessibility” to enable Accessibility Mode. Or, you can call customer service at 833-484-6359, and we can turn on Accessibility Mode for you.

Website Accessibility Information:
If you are accessing via the web (via a laptop or desktop computer), click on “Account” (in the top-right corner) after logging in to the platform. Then select “Preferences” and turn on “Accessibility Preferences.”

Our platform is also compatible with all industry standard OS and browsers allowing screen magnification/zoom, brightness settings, custom mouse settings and keyboard shortcuts, etc. All platform content and emails related to care include hidden content only available to screen readers to assist sight-impaired users.

Cancellation Policy

For all Scheduled Counseling and Psychiatry visits, the patient may cancel up to 24 hours prior to the time of the visit. If a visit is cancelled less within 24 hours of the visit time, it will be considered a no-show of a live visit and will count against the student’s allotted number of visits for the year. Emory University students have 12 Scheduled Counseling visits allotted per academic year and have the option to receive additional sessions at a cost of $79 per visit.