1. Teladoc Physician Training
Module 4 | 2015

2. Module 4: Teladoc Service
1. Call Flow Process
2. Text Messaging Notifications

3. Call Flow Process 1
Member requests consult via website or phone call 2
System alerts physicians to available consult via text or 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 ed to 7
Satisfaction survey sent to patient following the completion of consult

4. Module 4: Teladoc Service
1. Call Flow Process
2. Text Messaging Notifications

5. 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.

6. 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.

7. 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.

8. 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.

9. Contact us: Fax test to: Credentials Dept. 1-888-418-2040
Sensitive issues:
Amy McKay
Clinical Director
(214)
Site and user issues:
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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.