12 Tips for Medical Practices Transitioning to Telehealth

Updated on May 14, 2025 by Jordan McGlone

Share this article!

Key Considerations for Medical Practices Transitioning to Telehealth 

Transitioning to telehealth as an experienced physician involves a lot of gradual shifts you need to be aware of. These include understanding telehealth regulations, securing multistate licensure if needed, and selecting the right telehealth software. Let’s take a look at the steps in detail below:

1. Understand the Legal Boundaries Before You Begin

Before rolling out telehealth, familiarize yourself with state-specific telehealth practice regulations, including licensure portability, controlled substance prescribing via telehealth, and cross-border consultations with aftercare practice as well.

For example, if you’re licensed in California, you cannot treat a patient located in Texas unless you’re also licensed in Texas.

You’ll also need to review CMS policies, private payer parity laws, and guidelines from boards like the FSMB (Federation of State Medical Boards). Keep in mind that these rules change frequently, especially post-COVID.

2. Clarify Payer-Specific Telehealth Requirements

Each insurer, public or private, defines telehealth coverage and billing differently. Understanding these nuances ensures accurate coding and avoids denied claims or underpayments. This includes knowing which services are reimbursable, what modifiers to use, and whether parity laws apply.

For example, while Medicare may cover virtual check-ins or e-visits, some private payers may only reimburse for synchronous video sessions.

Check whether prior authorization is required, what CPT codes are reimbursable, and whether patient location (e.g., home vs. rural site) affects coverage.

3. Use a HIPAA-Compliant EMR With Integrated Telehealth Features

Your EMR should support telehealth practice workflows like appointment scheduling, video integration, note templates, billing, and secure messaging. All of these should comply with Health Insurance Portability and Accountability Act HIPAA requirements.

Ensure all Protected Health Information (PHI) is encrypted in transit and at rest, and that role-based access controls are configured.

4. Secure Your Tech Stack From End to End

All tools used in telemedicine, such as EMRs, video platforms, chat apps, and cloud storage, must support TLS 1.2 or higher, encryption, and two-factor authentication.

For example, avoid using general apps like Skype or FaceTime for patient interactions unless you have a temporary waiver period.

Choose Business Associate Agreement (BAA)-backed platforms like Zoom for Health care or PatientCalls that document compliance.

5. Choose a User-Friendly, HIPAA-Compliant Communication Platform

Compliance without usability defeats the purpose. Choose a HIPAA-compliant platform that also supports patient care and engagement.

You may consider low technical barriers, mobile compatibility, and multilingual interfaces for your practice. Also, verify that the platform logs session metadata and has audit capabilities.

Ensure the interface is mobile-optimized, supports screen sharing (for explaining results), and integrates with your EMR.

6. Develop a Clear Consent Process

Craft a digital or printable telehealth-specific informed consent form that covers service limitations, privacy risks, emergency protocols, and billing practices.

For example, e-signature tools like Adobe Sign or integrated EMR consent forms can be used to streamline the process before each session.

Consider state mandates as well. Texas requires documented consent for all telemedicine encounters.

7. Establish Contingency Protocols 

Have written workflows for what to do if:

• A patient requires emergency care
• Video/audio drops mid-consult
• A data breach is suspected
  

For example, if a video call fails, you might default to a secure phone line while documenting the switch in the patient’s record for your practice.

8. Set Up a Hybrid Workflow

Determine what services can be done remotely (e.g., chronic patient care management, medication refills, behavioral health) and what needs an in-person assessment.

Also, build scheduling templates that reflect these hybrid patterns and assign team roles accordingly.

9. Train Your Staff and Patients Thoroughly

Conduct formal training sessions for front-desk teams, MAs, and clinicians on managing the telehealth practice workflow, including intake, documentation, tech setup, and follow-up.

For example, a front-desk assistant might need to help patients test their connection ahead of time and guide them on joining the session.

10. Continuously Evaluate and Improve Your Telehealth Practice

Adopt a culture of continuous quality improvement. Monitor KPIs like no-show rates, connection failures, average consultation time, and patient satisfaction.

For example, feedback surveys and EMR analytics can be used to identify trends. Are certain providers getting higher dropout rates? Is there a tech bottleneck?

Leverage this data to tweak your patient scheduling, communication, and technology used to serve your patients and staff better.

11. Protect Against Telehealth Fraud and Abuse With Internal Safeguards

The virtual nature of telemedicine makes it easier for errors or abuse to slip through. Implement internal review protocols to flag overuse of specific codes, repeated visits with no clinical justification, or billing inconsistencies that might raise red flags with payers or regulators.

For example, a sudden increase in 99214-level visits could trigger scrutiny. Implement peer review or periodic chart audits to ensure coding accurately reflects clinical complexity.

12. Address Digital Health Equity Across Your Patient Population

Language barriers, digital literacy, and a lack of broadband can exclude vulnerable populations. Proactively assess these gaps and offer alternatives such as telephone consults or community partnerships.

For example, provide patient instructions in multiple languages and partner with local pharmacies or libraries that offer private internet access booths for video consultations.

Pitfalls to Avoid When Transitioning to Telehealth

Here are some common pitfalls to watch out for as you move your practice toward virtual patient care, along with tips to help you sidestep them.

Using the Wrong Billing Codes

Telehealth billing is in no way the same as in-person services. One of the providers’ biggest missteps is applying incorrect procedure codes when submitting claims. 

Telehealth services have specific coding requirements, like using the right CPT or HCPCS codes. Insurers may reject the claim or reimburse less than expected if these aren’t followed. It’s essential to keep billing staff updated with the latest coding guidelines specific to telehealth.

Overlooking Multistate Licensure Requirements

Telehealth makes it easy to consult with patients across state lines, but that doesn’t mean you’re automatically allowed to practice in another state. Providers still need to be licensed in each state where their patients are located. 

This creates both administrative and financial burdens. To simplify this, the Interstate Medical Licensure Compact helps physicians and PAs obtain multi-state licenses more easily. Still, not every state participates, so it’s crucial to check eligibility before expanding services.

Skipping Insurance Coverage Checks

Telehealth coverage is not universal. Each insurer has its own list of reimbursable services and varying rules for quality care. Jumping into a virtual appointment without checking a patient’s telehealth benefits can lead to denied claims or unexpected bills for the patient.

Always confirm insurance coverage and understand the reimbursement rules of each payer ahead of time.

Incomplete or Vague Documentation

Documentation in telehealth needs to be as thorough, if not more so, than that in in-person visits. Providers must clearly record the purpose of the visit, the evaluation process, treatment given, and, importantly, patient consent for remote care. 

Any gaps can raise red flags during audits or lead to claims being rejected. Good documentation also helps demonstrate that the care was medically necessary and provided within regulatory standards.

How To Market Telehealth?

It’s important to highlight the advantages for those you treat. Patients may not realize they can have a telehealth visit directly from their smartphone or tablet. The same technology they use daily can now be used for very sophisticated virtual medical visits. So, it’s a good idea to raise awareness among your current patients about the advantages of telehealth. 

Here’s how you can do it:

• Educate patients on ease of access. Emphasize that health care through telehealth can be accessed from smartphones, tablets, or laptops without special apps or setups.
  
• Promote comfort and convenience. Highlight how patients can avoid travel, waiting rooms, and time off work in your telehealth practice. This is especially helpful for those with mobility issues, busy parents, or individuals feeling too unwell to leave the house.
  
• Frame it as faster support. Let patients know they can get quicker answers to medical questions or follow-ups without scheduling a complete in-person visit. Position telehealth as a smart, efficient option for non-emergency care.
  
• Reassure them of safety. Emphasize how virtual care limits unnecessary exposure to contagious illnesses, like protecting vulnerable patients, caregivers, and families, especially during seasonal flu spikes or local outbreaks.
  
• Target specific patient groups.  Customize your messaging for groups that may benefit most. This includes chronic illness patients needing frequent check-ins, rural communities with fewer nearby clinics, or elderly patients who find travel difficult.
  
• Use your existing patient channels. Promote telehealth through patient newsletters, appointment reminder texts, social media, and signage in your clinic.
  
• Offer testimonials or demo videos. Feature short clips or quotes from patients who’ve had a good telehealth experience. A familiar face or a reassuring voice can go a long way in easing concerns about using a new system.
  
• Clarify what services are available. Use marketing to list services patients can access virtually, such as mental health support, prescription renewals, or post-op care.

Related article: How Medical Answering Services Help Your Practice Cut Costs. 

Make Telehealth Work Seamlessly With PatientCalls

Telehealth opens the door to more accessible and efficient care—but only if your practice is prepared for the operational and regulatory shifts that come with it. From multistate licensure and insurance billing to HIPAA-compliant tech and patient communication, the transition is complex.

That’s where we can help. At PatientCalls, we simplify telehealth operations with a fully HIPAA-compliant medical answering service that works around the clock. Our experienced team manages patient calls, triage, and scheduling so your telehealth system runs without hiccups, whether you’re in the clinic or working remotely.

Here’s what you should do next:

1. Review your telehealth software and compliance protocols to ensure they meet HIPAA standards, support multi-state care, and align with payer-specific billing rules.
   
2. Map out your hybrid workflow and staff training plan so that your team is equipped to manage both in-person and virtual visits efficiently.
   
3. Connect with PatientCalls to integrate always-on support into your telehealth program—so patients get the help they need and your team isn’t stretched thin.
   

Ready to simplify your telehealth operations? Reach out to PatientCalls today and let’s make virtual care effortless for you and your patients.

FAQs

About The Author

Jordan McGlone

Jordan has more than seven years of experience working for PatientCalls and a strong background in the healthcare answering service industry. He designs directive plans to fit the unique structure and activities of healthcare organizations, while ensuring that communications are efficient, compliant with HIPAA privacy and security regulations, and support optimal patient care.