Healthcare workers utilizing electronic health records (EHRs) for virtual treatment frequently describe setup, billing, and workflow issues. According to a 2023 study by the Medical Group Management Association (MGMA), 43% of practices experienced claim denials owing to improper telehealth billing codes, and 39% reported EHR configuration difficulties during virtual consultations. Many of these issues come from unclear system features or poor connectivity with telehealth systems such as eClinicalWorks.
eClinicalWorks, used by over 130,000 physicians and 850,000 medical workers in the United States, has built-in telehealth technologies; however, many users still struggle with configuration and compliance. We’ll lead you through each stage in professional detail, geared to clinicians, billers, coders, and health IT teams. With telehealth use rising by 38x since pre-pandemic levels (McKinsey, 2021), healthcare teams must adopt EHR-integrated virtual care.
This blog explains how eClinicalWorks Telehealth works, including the proper setup procedure, TeleVisit workflow, and coding/billing best practices.
What is eClinicalWorks Telehealth?
This section defines eClinicalWorks Telehealth, how it interfaces with existing processes, and why it is important to healthcare practitioners. It describes practical applications and highlights prevalent challenges that healthcare practitioners encounter.
Definition and Purpose
eClinicalWorks Telehealth is an integrated element of the eClinicalWorks EHR platform that enables providers to give care via virtual visits. It supports HIPAA-compliant video calling, real-time documentation, and direct EHR integration. The tool is designed to assist clinical processes without requiring third-party add-ons.
The basic purpose is to provide continuity of treatment during remote consultations while providing correct documentation, coding, and billing services. It links patients and doctors using the Patient Portal or the Healow app, reducing disturbance to practice operations.
Common Implementation Challenges
Many providers report trouble with the TeleVisit setup. Incorrect CPT or POS codes, poor internet connectivity, and inadequate training are all common problems. According to an AMA study from 2022, 32% of practices encountered payment delays because of inappropriate utilization of telehealth capabilities in their EHRs.
Another problem is the accuracy of the paperwork. If vitals or visit summaries are not properly preserved during a virtual session, audits or claim disputes may result. To maintain compliance, practices must ensure every virtual interaction follows CMS telehealth billing criteria.
How to Use eClinicalWorks for Telehealth
This section describes the telehealth setup, use, and compliance framework inside eClinicalWorks. It provides technical and procedural clarity to providers, programmers, IT teams, and billing experts.
Features of the eClinicalWorks Telehealth Platform
eClinicalWorks Telehealth seamlessly incorporates video visits into the clinical documentation, facilitating proper recordkeeping, coding, and billing.
Key features include:
- Direct launch from Progress. TeleVisits can be initiated from inside the chart. This reduces mistakes and delays.
- Device compatibility: Patients may connect using the Healow app or browser without installing additional software.
- Virtual waiting room: Patients enter a virtual queue before their appointment, which allows staff to manage time and flow better manage time and flow.
- Live documentation: During a video visit, physicians can collect real-time vital signs, symptoms, and therapy suggestions.
- Clinical tool access: Access to templates, order input, and e-prescribing during a TeleVisit improves clinical accuracy.
- Appointment integration: Virtual and in-person visits are controlled using the same scheduling interface.
Security and Compliance
The eClinicalWorks Telehealth platform employs encrypted audio-visual aids to meet HIPAA requirements. No third-party video tool is required, reducing external risk.
Security and compliance features include:
- HIPAA-compliant encryption safeguards patient health information during transmission.
- Audit-ready logs: All access and activities taken during a TeleVisit are timestamped and traceable.
- CMS Telehealth Billing Support: Built-in coding assistance reduces rejected claims and facilitates necessary paperwork.
- Permission documentation: The system accepts verbal or written patient permission for telehealth services.
eClinicalWorks TeleVisit Setup Explained
This section gives a brief overview of configuring and beginning TeleVisits on the eClinicalWorks Telehealth platform, assuring compliance and efficiency for healthcare providers.
Technical Requirements
To efficiently use eClinicalWorks Telehealth, verify that the following conditions are met:
For providers:
- A computer equipped with a camera and a microphone.
- Use eClinicalWorks Version 11e (browser-based) or the desktop version with the Healow agent installed.
- Activation of the Healow TeleVisit function in the eClinicalWorks system.
For patients:
- A smartphone, tablet, or computer with a camera and microphone.
- Access the eClinicalWorks Patient Portal via the Healow app.
- A reliable internet connection.
Step-by-Step Setup
1. Enable Healow TeleVisits:
- Go to Admin > Product Activation in eClinicalWorks.
- Find Healow TeleVisits and click Activate.
- Fill out essential information (email, NPI, ZIP code) for each provider and then click Register.
2. Configure Visit Types:
- Navigate to Admin > User Admin > Visit Type Codes.
- Click Add to establish a new visit type called “Telehealth” or “Virtual Visit”.
- Make sure the Healow TeleVisit checkbox is selected.
3. Set up Patient Portal Notifications:
- Navigate to Healow> Patient Portal Settings > Email Message Settings.
- Set up TeleVisit Email Reminder Appointment Notifications.
4. Associated Questionnaires:
- Select Form (Ques & Imm) Settings from the Patient Portal Settings menu.
- Select the relevant surveys and map them to the TeleVisit visit type.
5. Start a TeleVisit:
- Providers can initiate a TeleVisit by selecting the Start TeleVisit button in the patient’s progress note.
- Patients will get a notice and can join the session via the Patient Portal or the Healow app.
Workflow Tips for RCM and Compliance Teams Using eClinicalWorks Telehealth
This section includes critical process ideas to assist RCM and compliance teams in maintaining accuracy, reducing delays, and remaining compliant with regulatory and billing standards.
Key Considerations for Compliance Officers
Compliance officers must ensure that all TeleVisits using the eClinicalWorks Telehealth platform adhere to federal and payer-specific guidelines. The focus areas include:
- HIPAA Compliance: Use encrypted video communication. Confirm that the patient has consented to Telehealth services and that this permission has been captured in the system.
- Billing Code Accuracy: Ensure that CPT codes for Telehealth are used correctly (for example, 99201-99215 with the proper POS 02 or POS 10).
- Audit Trail: Ensure that encounter documentation contains the date, time, location, patient identification, provider information, and service performed.
- Modifier Use: Use needed modifiers such as 95 or GT based on payer instructions.
Conclusion
eClinicalWorks Telehealth enables healthcare practitioners to provide virtual treatment while maintaining paperwork, invoicing, and compliance in sync inside the EHR. With the proper arrangement, it promotes efficient processes and decreases claims. However, bad setup, erroneous coding, or missing documentation might lead to payment denials or audit concerns. We must ensure that technological requirements, visit kinds, and patient communication routes are well-defined. Coordination among IT, billing, and clinical staff is essential for accuracy. By following established protocols and compliance rules, practices may maintain control over virtual service delivery while minimizing disruptions to operations.
FAQs
What is eClinicalWorks Telehealth?
eClinicalWorks Telehealth is an integrated EHR feature that enables HIPAA-compliant virtual visits through video and audio. It connects directly with the Healow app and Patient Portal.
How do providers start a TeleVisit in eClinicalWorks?
Providers can launch a TeleVisit directly from the patient’s progress note using the “Start TeleVisit” button within the system.
What technical setup is needed for TeleVisits?
Providers need eClinicalWorks Version 11e, a webcam, and the Healow agent; patients need internet access and the Healow app or Patient Portal.
What billing codes are required for Telehealth visits?
Use CPT codes (e.g., 99201–99215) with POS 02 or 10 and modifiers like 95 or GT, depending on payer requirements.
How can practices avoid Telehealth claim denials?
Ensure correct setup, coding, and documentation; verify consent and follow CMS and payer-specific billing rules.
