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Flex does not employ clinicians or make medical determinations. Letters of Medical Necessity issued through Flex are reviewed and signed by licensed healthcare providers working through telehealth partner networks that Flex integrates with.

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Why Flex partners rather than practices

A Letter of Medical Necessity is a clinical document. It must be issued by a provider licensed in the state where the patient is located, based on an actual review of that patient’s intake. Two things follow:
  • Flex is the payments and compliance layer. We determine which products are dual-purpose, route the customer into the right clinical pathway, and retain the resulting documentation.
  • Licensed providers make the clinical call. Whether a product is medically necessary for a given customer is decided by a clinician, not by Flex and not by the merchant.
This separation is what makes the letter credible to an HSA/FSA administrator and defensible in an audit.

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How a telehealth consultation is built

All telehealth consultations are built in partnership with Flex’s telehealth providers. A telehealth consultation will not go live for a merchant until clinicians have reviewed and approved the use case behind it.
1

Flex submits the product and its use case

Telehealth clinicians are provided with information about the merchant’s product, the intended use case, and any published research and medical information supporting that use case.
2

Clinicians review and decide

Our telehealth partners review the use case and provide feedback, along with a go or no-go decision.
3

Flex deploys the approved consultation

Once the consultation is approved, Flex deploys it to checkout for the relevant merchant or merchants.
Because a consultation has to be built and approved before it can be deployed, a product in a genuinely new clinical category needs lead time. Flag major launches with the Flex compliance team at compliance@withflex.com in advance so the consultation is ready by your launch date.

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What this means for merchants

You are not providing healthcare

Offering Flex at checkout does not make you a healthcare provider. The consultation is between the customer and a licensed clinician.

You do not receive clinical data

Consultation responses and the clinical contents of a letter are handled by Flex and its telehealth partners. Merchants can see eligibility outcomes for their product offering, but will not have access to their customers’ Letter of Medical Necessity or other health information provided during the telehealth consultation.

Licensure is handled for you

Consultations are routed to providers licensed in the customer’s state. You do not need to manage clinical coverage.

Letters follow clinical approval

Letters of Medical Necessity are available once they have been approved by Flex’s telehealth partners.

How Flex Determines Eligibility

Why some products are dual-purpose in the first place.

Customer Support FAQs

Customer-facing answers about letters and consultations.