Teladoc Physician Training Module 2 | 2015

Module 2: Working with Teladoc – The Basics 1. Licensing and Credentialing 2. Payroll 3. Technology and Security 4. Phone Requirements

Licensing and Credentialing Teladoc upholds a strong commitment to maintaining and improving quality care throughout the Teladoc experience. Therefore, physician licenses and credentials are carefully monitored. This protects not only the patient but the physician as well. Teladoc tracks the expiration dates for both physicians’ state medical licenses and DEA licenses. The Teladoc Clinical Department is notified of an upcoming expiring license 30 days before the license is due to expire. To maintain the high standards set forth during initial credentialing, each Teladoc physician is re-credentialed every three years according to NCQA standards.

Module 2: Working with Teladoc – The Basics 1. Licensing and Credentialing 2. Payroll 3. Technology and Security 4. Phone Requirements

(1 person x consult fee) = $ payment Calculating Payroll Examples: Consult (1 person x consult fee) = $ payment Payroll Checks are mailed on the 1st and the 15th of each month. Direct Deposit is available at no cost to the physician. Payroll cutoff is approximately 5 -7 business days prior to the check mailing/direct deposit date.

Module 2: Working with Teladoc – The Basics 1. Licensing and Credentialing 2. Payroll 3. Technology and Security 4. Phone Requirements

Technology and Security Basic computer skills Computer with high speed internet access The ability to allow pop-ups Please add our URL to your trusted list. https://provider2.teladoc.com DO NOT allow your computer to remember passwords. Protect your computer from viruses and other malware by installing a regularly running a virus protection system as McAfee. Platform is designed to function on desktop, laptops, and tablets, that support flash. If you have an iPad or iPhone you should use the Teladoc app.

Module 2: Working with Teladoc – The Basics 1. Licensing and Credentialing 2. Payroll 3. Technology and Security 4. Phone Requirements

Phone Requirements Phone must be capable of sending and receiving text messages. It is recommended to sign up for unlimited text messages. Text messages are sent from the Teladoc server, therefore the name of your cell phone provider is necessary (AT&T, Verizon, etc…).

Module 2: Working with Teladoc – Communication Skills 1. Bedside Manner 2. Listening Skills 3. Telephone Skills

Bedside Manner You are the voice of Teladoc in the 8 -10 minutes you speak with the patient. Our members tell us that a good and positive bedside manner is preferred. Complaints regarding bedside manner could result in a QA review and termination of your contract. Friendliness (Smile when you speak) Speak slowly and clearly. Attentiveness (Give them your undivided attention, listen without interruption) Caring attitude (Express empathy) Limit background noise, take your time and speak clearly.

Module 2: Working with Teladoc – Communication Skills 1. Bedside Manner 2. Listening Skills 3. Telephone Skills

Purpose of Active Listening Skills Happy Patient  Quickly build rapport Find out the basic problems Encourage the patient to tell you more Clarify your understanding Acknowledge the patient’s feelings Let the patient know you understand and will try to help

Verbal Active Listening Skills Used to get more information, identify needs, and determine an appropriate solution Acknowledgement Statements Used to show empathy toward the patient’s situation by accepting his/her feelings Used to check understanding, confirm accuracy of the information, and clarify the patient’s needs Paraphrasing Open Ended Questions Closed Questions Used to clarify your understanding, confirm interest/agreement, or uncover objections Encouraging Statements Used to get more information by letting the patient know you are listening and interested in him/her.

Module 2: Working with Teladoc – Communication Skills 1. Bedside Manner 2. Listening Skills 3. Telephone Skills

Telephone Skills Good verbal skills and effective communication are key in providing the best patient experience. Be sensitive to your surroundings; make sure you are in a quiet area where you and the patient can hear each other. Always make sure you are protecting the patient’s privacy. If you use Bluetooth, please make sure it has the latest technology for voice quality. Do not conduct a consult where a distraction such as a television, children, or animals can be heard. Avoid conducting consults while driving.

Telephone Skills: Voice Tone and Inflection

Telephone Skills: Volume

Telephone Skills: Rate of Speech

Contact us: Fax test to: Credentials Dept. 1-888-418-2040 Sensitive issues: Amy McKay Clinical Director (214) 302-5205 amckay@teladoc.com Payroll: Charece Griffin (469) 532-0700 cgriffin@teladoc.com Nurse line 1-888-402-6916 © 2015 Teladoc, Inc. All right reserved. Teladoc and the Teladoc logo are trademarks of Teladoc, Inc. and may not be used without written permission. Teladoc does not replace the primary care physician. Teladoc does not guarantee that a prescription will be written. Teladoc operates subject to state regulation and may not be available in certain states. Teladoc does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because of their potential for abuse. Teladoc physicians reserve the right to deny care for potential misuse of services. Teladoc phone consultations are available 24 hours, 7 days a week while video consultations are available during the hours of 7am to 9pm, 7 days a week.