Teladoc Physician Training Module 2 | 2012
All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1. 2. 3. 4.
Licensing and Credentialing Payroll Technology and Security Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.
Licensing and Credentialing
Teladoc upholds a strong commitment to maintaining and improving quality care throughout the Teladoc experience. Therefore, physician licenses and credentials are carefully monitored. This protects not only the patient but the physician as well.
Teladoc tracks the expiration dates for both physicians’ state medical licenses and DEA licenses. The Teladoc Clinical Department is notified of an upcoming expiring license 30 days before the license is due to expire. To maintain the high standards set forth during initial credentialing, each Teladoc physician is re-credentialed every three years according to NCQA standards. 3 All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1. 2. 3. 4.
Licensing and Credentialing Payroll Technology and Security Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.
Calculating Payroll
Examples: Single Consult (1 person x consult fee) + (1 call x telecom fee) = $ payment Family Consult (# persons x consult fee) + (1 call x telecom fee) = $ payment Payroll (Take the totals from the above single) + (family consult) = $ check payment
5 All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1. 2. 3. 4.
Licensing and Credentialing Payroll Technology and Security Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.
Technology and Security • Basic computer skills • Computer with high speed internet access • The ability to allow pop-ups • Please add our URL to your trusted list. • DO NOT allow your computer to remember passwords.
• Protect your computer from viruses and other malware by installing a regularly running a virus protection system as McAfee. • Platform is supported to function on desktop, laptops, tablets, iPad and iPhones. 7 All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1. 2. 3. 4.
Licensing and Credentialing Payroll Technology and Security Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.
Phone Requirements • Phone must be capable of sending and receiving text messages. • It is recommended to sign up for unlimited text messages. • Text messages are sent from the Teladoc server, therefore your email address associated with the phone is needed. • Platform is supported to function on desktop, laptops, tablets, IPad and IPhones.
9 All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-Communication Skills
1. Bedside Manner 2. Listening Skills 3. Telephone Skills
All material proprietary and confidential. Presented by Teladoc, Inc.
Bedside Manner Our members tell us that a good and positive bedside manner is preferred. Lack of a good and positive bedside manner could lead to complaints that could result to a review and possible termination of your contract. Friendliness Attentiveness (listen, listen, listen) Caring attitude Willingness to help
11 All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-Communication Skills
1. Bedside Manner 2. Listening Skills 3. Telephone Skills
All material proprietary and confidential. Presented by Teladoc, Inc.
Purpose of Active Listening Skills
Quickly build rapport Let the patient know you understand and will try to help
Find out the basic problems
Happy Patient
Encourage the patient to tell you more
Acknowledge the patient’s feelings
Clarify your understanding
13 All material proprietary and confidential. Presented by Teladoc, Inc.
Verbal Active Listening Skills
Acknowledgement Statements
Used to show empathy toward the patient’s situation by accepting his/her feelings
Paraphrasing
Used to check understanding, confirm accuracy of the information, and clarify the patient’s needs
Open Ended Questions
Used to get more information, identify needs, and determine an appropriate solution
Closed Questions
Used to clarify your understanding, confirm interest/agreement, or uncover objections
Encouraging Statements Used to get more information by letting the patient know you are listening and interested in him/her.
14 All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-Communication Skills
1. Bedside Manner 2. Listening Skills 3. Telephone Skills
All material proprietary and confidential. Presented by Teladoc, Inc.
Telephone Skills
Good verbal skills and effective communication are key in providing the best patient experience. Be sensitive to your surroundings; make sure you are in a quiet area where you and the patient can hear each other. Always make sure you are protecting the patient’s privacy. Do not conduct a consult where a distraction such as a television, children, or animals can be heard.
16 All material proprietary and confidential. Presented by Teladoc, Inc.
Telephone Skills: Voice Tone and Inflection
17 All material proprietary and confidential. Presented by Teladoc, Inc.
Telephone Skills: Volume
18 All material proprietary and confidential. Presented by Teladoc, Inc.
Telephone Skills: Rate of Speech
19 All material proprietary and confidential. Presented by Teladoc, Inc.
Contact us: Amy McKay Clinical Director (214) 302-5205
[email protected]
Boyd Harbour Physician Recruiter (214) 302-5228
[email protected]
© 2012 Teladoc, Inc. All right reserved. Teladoc and the Teladoc logo are registered 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.
All material proprietary and confidential. Presented by Teladoc, Inc.
