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24/7 Medical and Mental Health

Scroll down for frequently asked questions about Lions Health.

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 Lions Health?
Lions Health is a convenient way for Mount St. Joseph University students to receive 24/7, no-cost Medical, TalkNow, Scheduled Counseling and Health Coaching visits for common conditions that can be safely and accurately diagnosed and treated online. All you need is an internet connection.

What is TimelyMD?
TimelyMD is an independent company that provides virtual visits for Mount St. Joseph University students.

Who can use Lions Health?
Any enrolled, full-time Mount St. Joseph University student.

How do I login?

To log in:

Click ‘Sign In’ at the top right of this page. Mobile and tablet users will be directed to download the TimelyMD app. After you download the app, click on “Sign Up” to setup your Lions Health account. Please note that when signing up for the first time, you will need to use your .edu email address and the preferred name you provided to your university. If you still have trouble, call us at 833-484-6359 or email support at help@timely.md.

How does a medical visit work?

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 “How does TalkNow work?” or “How does Scheduled Counseling work?”

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 …
How does TalkNow work?

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

Our counselors can help with:

  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • Men’s issues
  • Women’s issues
  • Various other issues
Is TalkNow only for emergency situations?

No. TalkNow can be used for any kind of emotional support, including critical situations.

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

Our counselors can help with:

  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • Men’s issues
  • Women’s issues
  • Various other issues
How does Scheduled Counseling work?

Scheduled Counseling gives you scheduled options to speak to a licensed counselor. By choosing Scheduled Counseling, you have the ability to pick your counselor and his or her 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, addiction and more.

Our counselors can treat:

  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • Men’s issues
  • Women’s issues
  • Various other issues
How does Health Coaching work?

Health Coaching can help students to stay on track with nutrition, exercise, stress management and weight loss for a holistic wellness approach. Free, virtual visits can be scheduled with a nutrition specialist to help prevent chronic diseases by making healthier choices.

Health Coaching can address:

  • Nutrition
  • Meal planning
  • Healthy eating behaviors
  • Healthy body image
  • Weight management
  • Gut health
  • Eating disorders
  • Sleep habits
  • Blood pressure
Do I have access to dermatology through Lions Health?

Lions Health medical providers can evaluate and offer treatment options for many dermatologic issues, such as rashes, abrasions, dandruff, acne and cold sores. If a provider determines that an in-person visit is needed for a procedure or lab work, he or she will advise the student on the necessary next steps to take.

Hours and Timing

When is Lions Health available?
You can complete an online visit at any time, 24 hours a day.

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

Treatment and Diagnosis

Who makes the diagnosis?
A licensed counselor, mental health therapist, 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 teleheath. If your health concern cannot be addressed through Lions Health, you may be directed to another location for care.

Prescriptions

Can I get a prescription?
Our 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 our providers include antibiotics, inhalers, eyedrops, and antihistamines, as well as 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 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, our providers do not supply long-term medications for chronic illness and encourage patients to see their primary care doctors at least once a year.

Our 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.

Our providers do not provide prescriptions for a TalkNow or Scheduled Counseling visit.

Lions Health 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. Lions Health 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 – it’s that easy.

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 Lions Health support at 833-484-6359 or by emailing help@timely.md.

Cost and Insurance

How much does a visit cost?
Full-time Mount St. Joseph University students receive free visits.

Is my visit covered by insurance?
If you incur charges for your visit, you may submit your receipt to your insurance company, but we cannot guarantee you will be reimbursed.

Records and Security

Will my provider know I’ve completed a visit?
If you are a Lions Health patient, your visit records will be saved as part of your medical records. For your convenience and with your consent, patient records can be shared.  If you want to share your records with a physician outside of Lions Health, you can print or email your records, or call 833-484-6359 to have us send a copy of your Lions Health 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.

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

COVID-19 Considerations

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

What are the signs and symptoms of COVID-19?
According to the Center for Disease Control (CDC), people with COVID-19 have had a wide range of symptoms reported – 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 Lions Health provider assess, treat or refer me if I have signs of COVID-19?
Our providers will virtually assess symptoms and administer frontline care in a contained environment to limit the spread of illness. They will also give advice and recommendations on need for testing vs self quarantine and where to go if testing or further care is needed. Telehealth visits can keep a “worried well” from flooding the campus clinic.

What precautions can I take to avoid COVID-19?
There is not currently a 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.

What’s 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 & weakness, chills & 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 Lions Health outside of the United States?
Our technology was built to be accessible anywhere in the world that has a stable internet connection. If you are outside of the U.S. in a country without internet restrictions, you may be able to access TalkNow (immediate emotional support) by using a U.S. based VPN or calling customer service at 1-833-484-6359. In order to use TalkNow, you will need a U.S. based 10-digit telephone number.
Accessibility

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 care on 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, Psychiatry, and Health Coaching visits, the patient may cancel up to 24 hours prior to the time of the visit. 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. Students have 12 Scheduled Counseling visits allotted per academic year.

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 will then select a service, select that the visit is for “My Child”, and add your information.
  • 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.

For Faculty/Staff: What is SuccessNow?

SuccessNow gives faculty and staff members free, 24/7 support on how to help students achieve a sense of well-being and live healthy lifestyles. Our team of providers will collaborate with the faculty/staff member on how they can best look out for the interests of their students, which may include referring them to a Lions Health visit or other campus resources.

How to access SuccessNow:

  1. Click “Sign in” at the top right to create an account with your school email address.
  2. Enter the Service Key LIONSSUCCESS to access SuccessNow services.
    • If you are on the TimelyMD mobile app, it will ask for the Service Key during registration. If you have already registered, select the “More” button on the bottom right, then select “Service Keys”. Enter the Service Key and save.
    • If you are on a laptop or desktop, click “Add a Service Key” after the enrollment process is complete, enter the Service Key and save.
  3. You should now see the SuccessNow tile, which you can click to start a free visit.