mychart video visits...2020/04/02 · date last revised: 4/2/2020 4:37:00 pm 2 patient workflow...

Date Last Revised: 4/2/2020 4:37:00 PM

1

MyChart Video Visits

Table of Contents Patient Workflow ........................................................................................................................................ 2

Patient Scheduling of Video Visit ......................................................................................................................... 2

Front Desk Workflow ................................................................................................................................... 7

Processing Video Visit from Department Appointment Report (DAR) ................................................................ 7

Starting the Video Visit ...................................................................................................................................... 12

List of Insurances and Their Current Status Regarding Covering Video Visits ................................................... 15

Definitions of Telemedicine Visits

Telehealth Office Visit: Uses GoToMeeting to have a ‘face to face’ visit with the patient via webcam. E-Visits: A new type of message within MyChart from an established patient. The provider and staff will receive this message via InBasket. Telephone Virtual Check-In: A brief check-in with the provider via a phone call initiated by an established patient or a new patient Video Visits: Currently ONLY performed at Frankfort Immediate Care. Uses MyChart for a ‘face to face’ visit via a webcam.


2

Patient Workflow

Patient Scheduling of Video Visit 1. Patients schedule a video visit in MyChart by clicking “Visits”, then “Schedule an Appointment” from

their home screen.

2. Patients verify (or edit) their demographic information:


3

3. Patients verify (or edit) their insurance information:

4. Patients answer questionnaire #1, which determines if the patient is a Riverside employee or dependent on the Riverside insurance plan, has other insurance currently covering video visits, or neither (this screenshot is just an example – other plans may be added from which patients can pick):

5. Patients answer questionnaire #2, which approves prepayment, determines the reason for the visit and the onset of symptoms, establishes that the patient is currently in Illinois, and determines if the patient is having chest pain. This is what the patient sees depending on how they answer the question “Are you a Riverside employee or dependent on the Riverside insurance plan, have other coverage currently covering video visits or neither?”


4

Yes Riverside Employee or Dependent with Riverside Coverage

Yes Other Insurance Currently Covering Video Visits

Neither


5

6. Appointments are scheduled with a generic provider. This must be done a minimum of 30 minutes prior to the desired video visit time.

Video Visits are available with a provider in Frankfort during these times: • Mon-Fri : 8:30am, 9:30am, 10:30am, 11:30am, 2:30pm, 3:30pm, 4:30 pm, 5:30 pm 6:30pm • Sat-Sun: 8:30am, 9:30am, 10:30am, 11:30am, 2:30pm, 3:30pm

7. Patients verify appointment time and provide a note:


6

8. To start the visit, patients must eCheck-In, which includes:

• Signing an Ambulatory Consent for Treatment

• Prepaying for the video visit with a credit card o Riverside employee or dependent with Riverside insurance = $10 charge o No coverage/Uninsured (self-pay) = $10 charge o All other coverages = $0

IMPORTANT – PLEASE SEE THE LAST PAGE OF THIS TIP SHEET FOR THE LIST OF INSURANCES AND THEIR CURRENT STATUS REGARDING COVERING VIDEO VISITS.

9. Patients can start the video up to 15 minutes prior to the appointment time.


7

Front Desk Workflow

Processing Video Visit from Department Appointment

Report (DAR) 1. Video visits will appear on the Department Appointment Report (DAR) and be quickly identified by the

Provider name “Video Visit Provider”. The visit type will be “RMC MC EMPLOYEE OR NON-EMP”. eCheck-In status will show as “eCheck-in comp”, then flip to green and “Arrived” when the patient has connected to the video. Other information displayed includes the reason for the visit, onset of symptoms, insurance, and emergency contact.

2. When a video visit appears on the DAR, the front desk user must select the appointment and click Change on the DAR toolbar (or right click on the appointment and click Change on the drop-down menu)

OR

3. The Change Appointment activity opens. The user must: A. Change the provider from “Video Visit Provider” to the actual provider who the patient will see in

the clinic that day


8

B. Enter reason for change of “Provider” C. Click Change

NOTE: Changing the provider can be done before, during, or after the visit. This can also be done on the Multi-Provider Schedule (MPS) by clicking the Change Prov button on the MPS tool bar.

Either way, the provider change must be completed before the End of Day (EOD)!

4. After changing the provider for the visit, the incomplete travel screening to screen for COVID-19 exposure pops up. Click Accept to continue. The answers to these questions will be collected by the clinical staff during the video visit.


9

5. Accept through the Appointment Review window. The Appointment Information screen appears,

showing the second questionnaire that the patient completed. Note the visit type, as it determines how the visit should be billed:

• RMC MC EMPLOYEE = employee (or dependent) with RMC insurance visit

• RMC MC BILLED VIDEO VISIT = patient with other coverage currently covering video visits

• RMC MC NON-EMP = non-employee, patient does not have coverage currently covering video visits OR has no coverage at all (self-pay) visit

6. When the user clicks ACCEPT, the patient’s registration opens automatically.

7. On the patient’s Interactive Face Sheet (IFS), verify that a Patient Contact (emergency contact) is listed. If none is listed, the user must collect this information from the patient later at the start of the video visit.


10

8. Go to the Visit Info form and set the insurance utilization as follows:

• For patient who is a Riverside employee (or dependent) with Riverside insurance, verify the coverage and review the RTE response (or if elapsed, send new RTE and review):

• For patient with other coverage currently covering video visits, verify the coverage and review the RTE response (or if elapsed, send new RTE and review). Do a full registration capturing payment information (this example shows Blue Cross Blue Shield of Illinois). PLEASE SEE THE LAST PAGE OF THIS TIP SHEET FOR THE LIST OF INSURANCES AND THEIR CURRENT STATUS REGARDING COVERING VIDEO VISITS.


11

• For patients who are Riverside employees with non-Riverside insurance that is NOT currently covering video visits or patients who return as INELIGIBLE for plans that do currently cover video visits, remove that coverage from the visit by clicking the “X” by it and check the “Do not bill insurance” box. Use the “Change Appointment” activity to change the visit type from RMC MC BILLED VIDEO VISIT to RMC MC NON-EMP. The patient will be billed the remaining balance.

• For patients with no coverage, click Self-Pay box. The patient will be billed for the remaining balance.


12

Starting the Video Visit 1. At the Video Visit start time, open the Multiprovider Schedule (MPS) and double click the icon

next to the patient’s appointment:

2. If in the patient’s registration no emergency contact was provided or Riverside employee insurance was not listed or the RTE did not return, open the patient’s registration when you start the video and complete the missing registration items with the patient prior to turning the session over to the provider.

3. If the patient is completely new to Riverside, do a full registration with the patient prior to turning the session over to the provider.

4. If the patient is NOT a Riverside employee but chose that visit type (or entered that they have BCBSIL PPO coverage and they returned as ineligible), use the “Change Appointment” activity to change the visit type to RMC MC NON-EMP. (The patient will be billed the remaining balance.)

5. When all registration information is complete, tell the patient that the provider will be with them in a moment and that their screen will be black until the provider appears.

6. Block the screen and mute by clicking the video camera and microphone icons at the bottom right of the screen.

7. Secure the workstation. The provider can then log in and continue the video visit.

8. Refunds: If the patient has prepayed (as indicated by the DAR e-check in column displaying “complete”) and the patient is not seen for some reason (technically difficulties, no-show, having chestpain/other reason the visit is terminated without being seen) the patient will need a refund.


13

a. You will need to type in “Refund” into the Epic search bar and select Patient Refund:

b. Enter the patient’s name and search Enter the reason for refund, comment (please indicate it is a video visit refund and briefly what occurred) and select the corresponding visit that needs to be refunded:

c. You will then need to call one of the following people to notify them you have made a refund request for a video visit that needs to be processed. Call Bindu at 3502 first. If you are unable to reach her, call the following indivuduals in this order, call Kristy-3511, Jenny-3395, and lastly Gail-3503.

d. If in the event you are not able to request the refund on the same day, you must go to Guarantor Snapshot and request the refund.

i. Search for “Guarantor Snapshot” in the search bar

ii. Enter in the patient name and click “Accept”

iii. At the bottom right, in the “Payments” section, click the hyperlink for the corresponding visit to be refunded:


14

iv. Click on functions and “Refund Request”:

v. Fill in the refund code of credit card, and the refund reason and brief comment, and hit

“Accept” at the bottom:

vi. You will still need to call one of the following people to notify them you have made a

refund request for a video visit that needs to be processed. Call Bindu at 3502 first. If you are unable to reach her, call the following indivuduals in this order, call Kristy-3511, Jenny-3395, and lastly Gail-3503.


15

List of Insurances and Their Current Status Regarding

Covering Video Visits The information in this addendum is subject to change and will be updated ASAP when it does.

Below is the list of insurance plans and their current status regarding covering video visits, and the visit type you should expect to see when patients under that insurance plan schedule a video visit. Please note this table extends to the next page.

Insurance Plan Video Visits Covered?

Covered for all reasons?

Visit Type

Riverside Employee/Dependent with Riverside Insurance

Yes Yes RMC MC Employee Video Visit

Aetna/Aetna MA Yes Yes RMC MC Billed Video Visit

BCBS Yes Only for COVID-19 visits

RMC MC Billed Video Visit (for COVID-19 visits)

RMC MC Non-Emp Video Visit (for visits unrelated to COVID-19)

BCBS MA/MMAI Yes Yes RMC MC Billed Video Visit

CIGNA/Great West Not currently RMC MC Non-Emp Video Visit

Health Alliance MA Yes Yes RMC MC Billed Video Visit

Humana/Humana MA/MMAI

Yes Yes RMC MC Billed Video Visit

IlliniCare Health Plan – MA/MMAI

Yes Yes RMC MC Billed Video Visit

Medicare Traditional Yes Yes RMC MC Billed Video Visit

United Health Care Yes Only for COVID-19 RMC MC Billed Video Visit (for COVID-19 visits)


16

RMC MC Non-Emp Video Visit (for visits unrelated to COVID-19)

Wellcare Yes Yes RMC MC Billed Video Visit

Other No RMC MC Non-Emp Video Visit

mychart video visits...2020/04/02 · date last revised: 4/2/2020 4:37:00 pm 2 patient workflow...

Documents