Teladoc Physician Training
Module 4 | 2015
©2002-2015 Teladoc, Inc. All rights reserved.
Module 4: Teladoc Service
1. Call Flow Process
2. Text Messaging Notifications
©2002-2015 Teladoc, Inc. All rights reserved.
Call Flow Process
1
2
3
4
5
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7
• Member requests consult via website or phone call
• System alerts physicians to available consult via text or e-mail message
• Physician logs in, checks queue, accepts consult (if still available)
• If the consult is not in the queue, it has been taken by another provider
• Physician calls patient to conduct consult, updates EHR
• If appropriate, physician prescribes medication which is routed via ePrescribe or emailed to [email protected]
• Satisfaction survey sent to patient following the completion of consult
©2002-2015 Teladoc, Inc. All rights reserved.
Module 4: Teladoc Service
1. Call Flow Process
2. Text Messaging Notifications
©2002-2015 Teladoc, Inc. All rights reserved.
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:
•
•
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.
©2002-2015 Teladoc, Inc. All rights reserved.
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.
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).
©2002-2015 Teladoc, Inc. All rights reserved.
• 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
Set your
Urgent and
Assist alerts to
“NO”
Clock out and
log off
©2002-2015 Teladoc, Inc. All rights reserved.
Additionally, you may
notify our Provider
Support Team so that
they do not attempt to
reach you when a
consult is overdue.
Email:
[email protected]
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.
©2002-2015 Teladoc, Inc. All rights reserved.
Contact us:
Fax test to: Credentials Dept.
1-888-418-2040
Site and user issues:
[email protected]
Sensitive issues:
Amy McKay
Clinical Director
(214) 302-5205
[email protected]
© 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.
©2002-2015 Teladoc, Inc. All rights reserved.