Telehealth Implementation, Simplified

Real‑time audio‑video care connecting patients and clinicians; used for diagnosis, consults, treatment, education, care management, and self‑management. CMS: two‑way, real‑time interactive communication with audio and video.

• Synchronous: live audio‑video, and in some cases audio‑only.
• Asynchronous: store‑and‑forward, online digital visits, interprofessional eConsults.

Access & Continuity

Extend hours, reduce travel burden, and improve access for chronic and behavioral health — especially in rural/underserved areas.

Quality & Experience

Support continuity of care, boost satisfaction, and reduce exposure during outbreaks like COVID‑19.

Efficiency

Reduce no‑shows, streamline follow‑ups, and enable data‑driven team‑based care and remote monitoring.

Reimbursement

Inconsistent models; align coding, POS/modifiers, documentation, and payer rules.

Licensure & Legal

Interstate licensure, privacy/security, prescribing — follow state and federal requirements.

Evidence & Ops

Workflow redesign, logistics, and measurement of cost, utilization, outcomes, and equity.

Medication checks, results review, RPM check‑ins, post‑op wound care.

Routine psychotherapy; manage anxiety, depression, ADHD.

Mobility/transportation challenges; urgent low‑risk issues for established patients.

Dietary and chronic disease group education; pre‑surgical prep.

Prioritize real pain points and align to strategy.

Core, Leadership, Advisory, Implementation; define roles.

Set SMART goals and baseline metrics with Return on Health.

Assess business, IT, security, usability, service, validation.

Budget, ROH, risk, payer mix, leadership approval.

Scope, BAAs, SLAs, data rights, exit and scaling plans.

Scheduling, consent, rooming, EHR, QA, etiquette.

Training, superusers, scripts, test visits.

Education flow, access support, expectations.

Go‑live, support, feedback loops, billing checks.

Compare to baseline across outcomes and experience.

Expand smartly; standardize templates and admin.

Before the Visit

• Identify eligible cases, schedule blocks, update EHR; obtain consent.
• Send tech instructions and financial expectations.

During

• Rooming, tech check, clear visuals/lighting, private space.
• Document codes/modifiers, troubleshoot flow.

After

• Orders, care plan, summary; follow‑ups and survey.

Etiquette Checklist

• HIPAA‑appropriate setting; strong lighting and audio.
• Professional attire; camera at eye level; narrate actions.
• Use empathetic language; confirm next steps.

Clinicians

Clinical decision‑making, conduct visits, document and bill.

Nurses/Care Managers

Patient education, coordination, engagement follow‑up.

Front Desk/Billing

Scheduling, benefits verification, coding, reconciliation.

Education Flow

1. Announce telehealth launch and use cases.
2. Send how‑to and expectations upon scheduling.
3. Day‑of reminder with direct join link.
4. Post‑visit feedback and follow‑ups.
5. Quarterly updates as services expand.

Inclusive Access

• Offer practice sessions; language access (interpreters).
• Caregiver participation; community tech options.
• Set clear cost and logistics expectations.

Telehealth E/M

Office/outpatient E/M via telehealth; use correct POS and modifiers per payer.

Digital & Check‑ins

Online digital visits and virtual check‑ins with consent and time rules.

RPM & RTM

Device setup/supply and management time codes; monthly periods.

Protect Patients

• BAA with vendor; SOC 2/HITRUST where applicable.
• Security risk assessment; patching and incident response.

Data Rights

Clarify data ownership, export, de‑identification, and secondary use in contracts.

Clinical Outcomes

Quality, safety, guideline adherence.

Access & Equity

Wait times, reach, no‑shows, SDOH impacts.

Experience & Ops

Patient/clinician satisfaction, costs, efficiency.