Telehealth Operations: high-yield desk drill

The rule

Clear coverage and send a working join path before the slot. A failed join is ops recovery first, not a no-show.

Next step

Test uplink. Document backup attempts. Place-of-service rules change. Confirm the current CMS and plan instruction.

Never miss

• Eligibility and originating-site rules come before the link.
• Who is in the room on both sides is part of consent.
• Intake belongs in the visit record.
• A working join that the patient then cancels can be a true cancellation.

Traps

• Inventing authorization during the greeting.
• Marking a bad link as a clinical no-show.
• Recording the visit to a public app.

Shortcuts

• Backup link or phone, then reschedule, then document.
• Wrong link and untested uplink are ops failures.
• Furniture is not place of service.

Terms

• Join path. The approved link or number the patient actually receives.
• Ops recovery. Backup channel and timestamped attempts before you call it a no-show.
• Originating site. Where the patient is. Coverage rules can depend on it. Confirm current policy.

Memory hooks

• CLEAR-THEN-LINK. Eligibility first, then the join path Video slots.