Teladoc Physician Training Module 4 | 2015
Module 4: Teladoc Service 1. Call Flow Process 2. Text Messaging Notifications
Call Flow Process 1 Member requests consult via website or phone call 2 System alerts physicians to available consult via text or e-mail message 3 Physician logs in, checks queue, accepts consult (if still available) 4 If the consult is not in the queue, it has been taken by another provider 5 Physician calls patient to conduct consult, updates EHR 6 If appropriate, physician prescribes medication which is routed via ePrescribe or e-mailed to nurse@teladoc.com 7 Satisfaction survey sent to patient following the completion of consult
Module 4: Teladoc Service 1. Call Flow Process 2. Text Messaging Notifications
Text Messaging Notifications: Standard Teladoc has a one hour guarantee, therefore text messages are sent every 10 minutes and are based on the time the consult was requested and will become overdue. The following are samples of text message notifications: Every 10 minutes that a patient is in ORANGE or RED status, notification is sent directly to Teladoc, Inc. for special handling. The Provider Support Team works to find a doctor immediately. They may call or text you to determine your availability. Upon entering the Queue: WHITE A TX pt has entered the queue and will be overdue at: 10/07/12-01:11PM CST Status change from: WHITE TO YELLOW A TX pt has changed to Yellow and will be overdue at: 10/07/12-01:11PM CST Status change from: YELLOW TO ORANGE A TX pt has changed to Orange and will be overdue at: 10/07/12-01:11PM CST Status change from: ORANGE TO RED A TX pt has changed to Red. The patient is overdue.
Text Messaging Notifications: Special Teladoc prides itself on providing 24/7 care to members. To effectively deliver this service, there are two special consult notifications used. The application default is set for you to receive both special notifications. Urgent Alert This is sent to doctors (in the specific state) when no doctors are clocked in and a patient is in the queue. This will come in the form of a text or call from our Provider Support Team (a.k.a. orange coverage representatives). Assist Alert This is sent to doctors (in the specific state) when a consult is requested. The Assist Alert is sent by the Provider Support Team and is in addition to the standard text notification.
Text Message Notifications: Temporarily Disabling To temporarily disable text messages: Log on to the provider application Clock out and log off Set your Urgent and Assist alerts to “NO” Additionally, you may notify our Provider Support Team so that they do not attempt to reach you when a consult is overdue. Email: orange@Teladoc.com
Not properly completing the information in the provider application Text Message Notifications: Stale Consult Stale consult alerts are sent to a physician whenever he/she fails to complete a consult. This may be caused by: Not properly completing the information in the provider application Logging out before submitting the information If you do receive a stale consult alert, simply log in to the application and complete the unresolved conflict.
Contact us: Fax test to: Credentials Dept. 1-888-418-2040 Sensitive issues: Amy McKay Clinical Director (214) 302-5205 amckay@teladoc.com Site and user issues: orange@teladoc.com © 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.