Introduction
This TeleCare Toolkit includes a broad framework for providing services that are allowed under current payer and government regulations and the relaxed regulations in place during the COVID-19 pandemic. Our goal is to enable providers to see patients, if clinically appropriate, in ways that do not require travel to our physical outpatient facilities.
The toolkit centers around a workflow that utilizes our current systems with modifications made at the enterprise level. To utilize the telehealth visit option, providers and clinical staff will have to adapt their normal operations to see patients efficiently. This toolkit provides guidelines around that work, but each practice, led by their medical director and practice manager dyad, will need to design what works best for their practice.
Please note there are guardrails related to scheduling, billing and patient privacy that need to be followed to protect our patients’ rights and maintain revenue.
- TeleCare visits can be done using current patient visit notes in AEHR with some modifications that are outlined in the instructions for providers.
- TeleCare visits must be scheduled on each practice’s separate Telehealth schedule in APM.
- When video options are not available, telephone visits could be used for some interactions, but for now there is limited (and in some cases no) reimbursement or RVUs associated with those visits. It is understood that in some cases this may be the only option for patients.
- Patients using our telehealth options must be in the Commonwealth of Kentucky at the time of the visit.
- In the provider packet, there is specific guidance on prescribing controlled substances via telehealth / audio-visual appointments.
- Unlike in-person visits, there are no paper appointment reminders. This workflow relies heavily on email and follow-up phone calls by the patient access staff and clinic/practice staff.
- Ambulatory dyads (medical directors and practice managers) will need to work closely with providers to outline scheduling protocols and revised patient flows.
Getting Started
- Newly Scheduled TeleCare Visit Work Flow
- Transitioning Current Appointment to TeleCare Work Flow
- TeleCare FAQ
- TeleCare Workflow Checklist
- Best Practice Workflow Examples
- TeleCare Toolkit Webinar
Practice Documents
- TeleCare Setup Instructions for Practices
- Practice Email List (Must use LinkBlue to access)
- Practice Email Instructions – Adding Owners/Members
- Practice Email Instructions – How to use a Shared Mailbox
- Practice Email Instructions – Emailing from Resource Mailboxes
- How to Test Device for Zoom Performance
- TeleCare Interpreting Services
- Integrated Systems Management Team-AllScripts Practice Management Telemedicine Locations
- TeleCare Scheduling Location Guidance
- Billing and Coding FAQ
AEHR Specific Practice Documents
Provider Resources
- TeleCare Setup Instructions for Practices
- Setting Up a HIPAA Compliant Zoom Account
- Connecting to a TeleCare Appointment via Zoom
- Provider Zoom Guidance
- How to Test Device for Zoom Performance
- Creating a Custom Link for your Zoom meeting
- Documentation for Billing Guidance
- Billing and Coding FAQ
- Electronic Prescribing of Controlled Substances
AEHR Specific Provider Documents
SCM Specific Provider Documents