Overview

Prerequisites

Before starting a telehealth session, ensure that:

• Telehealth is enabled for your practice. (Learn more: Enabling Telehealth)
• The appointment Contact Type is set to Telehealth.
• The appointment status is one of the following:
  • Confirmed
  • Checked-In
  • Occurred
    

Step 1: Configure a Client Phone Number for SMS

To receive telehealth links by text message, the client's phone number must be designated for SMS communications.

1. Open the client's chart.
2. Select the Demographics tab.
3. Expand the Contact section.
4. In the Phone Numbers area, edit the desired phone number.
5. Select the SMS option for the phone number.

If only one phone number exists for the client, the SMS option is selected automatically when SMS appointment reminders are enabled.

Step 2: Schedule a Telehealth Appointment

1. From the left navigation menu, select Calendar.
2. Select an available time slot.
3. Enter the appointment details.
4. In the Contact Type field, select Telehealth.
5. Select Create.

Step 3: Start a Telehealth Session

1. Open the scheduled appointment from the calendar.
2. Update the appointment status to one of the following:
   • Confirmed
   • Checked-In
   • Occurred
3. Select Save Appointment.
   
4. After saving the appointment, reopen the scheduled appointment and select Start Telehealth Session.

Step 4: Obtain Client Consent

Before a telehealth session can begin, client consent must be recorded.

Option 1: Record Verbal Consent

1. On the consent screen, select Accept Verbal Consent.
   

Option 2: Send a Digital Consent Form

1. Select Send Consent Form to Portal.
2. The client receives the consent form in the Client Portal.
3. The client reviews and accepts or declines the form.
4. If accepted, the client signs the consent form electronically.
5. A notification is displayed when consent has been completed.

Step 5: Launch the Telehealth Session

After consent has been received:

1. Select the consent notification.
2. Open the telehealth session screen.
3. Begin the telehealth appointment.

Step 6: Send the Telehealth Link to the Client

After the session is prepared, send the telehealth link to the client.

Send the Link by SMS

1. Select SMS as the delivery method.
2. Verify the client's phone number.
3. Add a phone number if one is not already documented.
4. Select Next.
   

Sending the Telehealth link via SMS incurs messaging charges. Telehealth SMS invitations can be sent even if SMS Appointment Reminders are not enabled for your practice. Each Telehealth SMS is billed at the current SMS rate. For current SMS pricing information, see the SMS/Text Appointment Reminders knowledge base article.

Send the Link by Email

1. Select Email as the delivery method.
2. Verify the client's email address.
3. Add an email address if one is not already documented.
4. Select Next.

After selecting a delivery method, the telehealth session link is generated and sent to the client.

FAQs

Why can't I start a telehealth session?
The appointment must have a Contact Type of Telehealth and a status of Confirmed, Checked-In, or Occurred before the session can be launched.