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Overview

The Telehealth module allows staff to schedule, launch, and document virtual care sessions directly within Encore OS. It integrates with the appointment workflow, captures consent and location information required for compliance, and automatically applies correct billing modifiers.

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Accessing Telehealth

Navigate to Practice Management → Scheduling → Telehealth in the sidebar. You need the pm.telehealth_sessions.view permission to access the session list.

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Scheduling a Telehealth Session

  1. Create an appointment in PM → Scheduling → Appointments.
  2. Check the “Telehealth” toggle on the appointment form.
  3. Once the appointment is saved, navigate to Telehealth to see the session.
  4. Alternatively, use the “Create Session” button on the Telehealth list page to generate a session for an existing telehealth-flagged appointment.

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Session Statuses

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Joining a Session

  1. From the Telehealth list, find your session.
  2. Click the session URL link to open the video platform in a new tab.
  3. The URL is generated automatically based on your organization’s configured platform (Zoom, Doxy.me, etc.).
  • If your organization requires consent for every encounter (configurable in Settings), you must confirm patient consent before the session can proceed.
  • Consent status is recorded on the session record.

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Location

During or after the session, document:
  • Patient Location — Where the patient is located (e.g., “home”, “office”, “shelter”). This determines the Place of Service code for billing.
  • Provider Location — Where the provider is located.
Important: If the patient is at home, the system automatically uses POS code 10. All other locations default to POS code 02.

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Telehealth Modalities

The modality is set when the session is created and drives automatic modifier assignment in charge capture.

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After the Session

  1. The session status transitions to Completed when the call ends.
  2. The clinician completes the progress note in the Clinical module (CL-04), checking the telehealth fields.
  3. When the note is finalized, charge capture (PM-07) automatically applies the correct telehealth modifier and POS code.

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FAQ

Q: Can I change the modality after a session starts? A: Yes, you can update the modality before the session is completed (e.g., if video fails and you switch to audio-only). Q: What if the patient’s location changes mid-session? A: Update the patient location field before finalizing. The last recorded location is used for billing. Q: Do I need to manually add telehealth modifiers to charges? A: No. The system automatically applies modifiers based on the session modality when the clinical note is finalized.