How to set up telehealth visits in Eclinicalworks for remote patient consultations

If you work in a medical office that's scrambling to keep remote care running smoothly, you're not alone. Setting up telehealth visits isn't rocket science, but it's easy to get lost in the weeds—especially with all the different EHR systems out there. This guide walks you through setting up telehealth visits in Eclinicalworks for remote patient consultations. Whether you're a practice manager, IT lead, or the unofficial “EHR expert” (every office has one), you'll find practical, no-nonsense advice here.

Why Eclinicalworks for Telehealth? (And What to Watch Out For)

Eclinicalworks is used by a lot of small- to mid-sized practices. It’s got a built-in telehealth module—Healow TeleVisits—which means you don’t have to juggle Zoom, Doxy.me, or whatever flavor-of-the-month video app someone’s suggesting. The flipside: Eclinicalworks can be clunky, and updates often move things around without warning. Don’t expect a perfect experience right out of the gate.

If you’re hoping for a plug-and-play setup, temper your expectations. There are a few potholes along the way, but nothing you can’t handle with a bit of patience (and maybe a stiff coffee).

Step 1: Make Sure You Actually Have Access to TeleVisits

Before you start clicking around, check if you have the right Eclinicalworks modules enabled:

  • Healow TeleVisits: This is Eclinicalworks’ telehealth platform. It’s not automatically included in every contract.
  • User Permissions: Make sure your staff accounts have access to schedule and launch TeleVisits.
  • Hardware: You’ll need a webcam, microphone, and reliable internet. No, your old office desktop from 2012 probably won’t cut it.

Pro tip: If you don’t see “TeleVisit” as an appointment type, you probably don’t have it active. Call your Eclinicalworks account rep—they love to sell add-ons.

Step 2: Set Up Telehealth Appointment Types

You can’t run TeleVisits if nobody can book them. Here’s how to set them up:

  1. Log in as an admin.
  2. Go to Admin > Scheduler > Appointment Types.
  3. Click New or Add.
  4. Name it something obvious, like “TeleVisit” or “Video Visit.”
  5. For Visit Type, select “TeleVisit.”
  6. Save your changes.

Double-check that this new type is visible when scheduling an appointment. If not, you missed a permission or forgot to assign it to providers.

What works: Keep naming simple. “TeleVisit” beats “Remote Consult – Q2 2024 Pilot.”

What doesn’t: Don’t bother making separate appointment types for every possible telehealth scenario (e.g., “Telehealth – Cough,” “Telehealth – Check-in”). That’s a paperwork nightmare.

Step 3: Configure Providers for TeleVisits

Not every provider may want (or be able) to do remote visits. Here’s how to get them set up:

  1. Go to Admin > User Accounts.
  2. Select the provider.
  3. Under TeleVisit Settings, make sure “Enable TeleVisit” is checked.
  4. Set up the provider’s notification preferences (SMS, email, etc.) so they know when a visit is booked.
  5. Adjust their schedule templates if you want to reserve specific time slots for telehealth.

Honest take: If your doctors aren’t keen on video visits (or struggle with tech), start slow. Give them a lighter telehealth schedule and offer hands-on help.

Step 4: Test Your System (Don’t Skip This)

Before putting real patients on the schedule, do a dry run. Here’s what to test:

  • Video and audio quality: Use the same devices patients and providers will use.
  • Login and workflow: Make sure staff can send invites, providers can join, and patients can connect without jumping through hoops.
  • Documentation: Ensure the visit notes and billing codes work as expected.

Pro tip: Try a mock visit with someone outside your practice (a friend or family member) to see where they get stuck.

What doesn’t work: Relying on “we’ll figure it out live.” You’ll look unprofessional, and patients will lose patience quickly.

Step 5: Train Your Team (and Your Patients)

You don’t need a big training seminar, but everyone needs to know the basics:

  • Front desk: Scheduling a TeleVisit, sending invites, explaining to patients what to expect.
  • Providers: Logging in, starting a video session, documenting the visit, ending the call.
  • Patients: How to join (via email/SMS link or patient portal), what devices work, and basic troubleshooting (turning off mute, camera permissions, etc.).

What works: Short, written cheat sheets. Nobody remembers a one-hour Zoom training.

What doesn’t: Assuming patients can “just figure it out.” Many struggle with logging in or using a smartphone for video.

Step 6: Scheduling and Sending Invites

Here’s how it plays out in practice:

  1. Book a TeleVisit: Use the new appointment type when you schedule.
  2. Send the invite: Eclinicalworks can send a link by email or SMS, or patients can log in to the portal.
  3. Patient joins: They click the link at their appointment time. No app download is required if they use a web browser.
  4. Provider joins: Launch the TeleVisit from the schedule at the appointment time.

Pitfall: Double-check what browsers/devices are supported. Healow TeleVisits works best in Chrome or Safari. Old Internet Explorer? Forget it.

Step 7: Billing and Documentation

Telehealth visits need the right codes for insurance and compliance.

  • Visit note: Document as you would a regular visit, but note it was conducted via telehealth and the patient's location.
  • Billing codes: Use appropriate telehealth modifiers (like 95 or GT) as required by insurers. Eclinicalworks lets you add these when you close the visit.
  • Consent: Some states require documented patient consent for telehealth. Add this to your note template if needed.

What works: Check a sample claim through before you do a week’s worth of visits. Fixing 20 denied claims is no fun.

What doesn’t: Don’t assume insurance rules are the same for every payer or state. They’re not.

Step 8: Troubleshooting Common Problems

No system is perfect. Here’s what you’ll probably run into:

  • Patient can’t join: Usually a bad link, unsupported device, or browser. Resend the invite or walk them through using Chrome or Safari.
  • No video/audio: Check device permissions (camera/mic access). Sometimes restarting the browser fixes it.
  • Provider can’t connect: Try clearing browser cache or switching devices. If all else fails, have a backup plan (phone call).
  • Documentation or billing errors: Make sure your templates include telehealth language and codes. Don’t rely on memory.

Pro tip: Have a short “troubleshooting” script ready for staff—they’ll use it daily.

What to Ignore (For Now)

There’s a lot of buzz about remote monitoring, “virtual waiting rooms,” and advanced integrations. Unless you have a big IT budget and a tech-savvy patient base, stick to the basics. You need reliable video visits, clear scheduling, and simple documentation. The rest can wait.

Keep It Simple—And Tweak As You Go

Getting telehealth up and running in Eclinicalworks isn’t glamorous, but it doesn’t have to be a slog. Start with the basics, see what trips you up, and fix as you go. Don’t sweat every edge case or try to predict every problem. Your team and your patients will figure it out—just give them a clear path and a little patience.

And remember: every system has quirks. The goal isn’t perfection; it’s making remote care less of a headache for everyone.