FAQ: Launching Telehealth for Practices on HealthEngine Follow

 

What are the new telehealth options?

What are the new telehealth features?

Can you tell me more about the MBS Telehealth for Practices option?

How does pricing work for MBS Telehealth for Practices?

Why are you charging a usage fee?

Do New Patient Fees apply to MBS telehealth appointments?

Why are there different usage fee charges for Patient360 Essentials and Patient360 Plus?

What are the monthly subscription costs for Patient360 Plus?

How does Paid Telehealth for Practices (privately billed telehealth appointments) work?

What are the costs for the Paid Telehealth for Practices (privately billed telehealth appointments)?

What does the booking flow look like for a bulk billed telehealth appointment?

What does the booking flow look like for a private billed telehealth appointment?

How can we activate this telehealth solution?

How does Secure Video work?

How can I set up secure video?

How do telehealth bookings appear in Practice Admin?

How do telehealth bookings appear in my Practice Management System?

Can you choose which practitioners take part in the new telehealth appointment types?

What is Stripe?

Why is prepayment the only payment option for private billed telehealth appointments?

What does the credit card page look like for a patient booking a pre-paid telehealth appointment?

What happens if you need to provide a patient with a refund?

Is the telehealth solution available for all patients?

I have GP’s and Allied practitioners, will the Allied practitioners have access?

 

What are the new telehealth options?  

We are now offering two new telehealth solutions:

  1. An MBS Telehealth solution which allows eligible patients to book a bulk billed telehealth appointment
  2. A Paid Telehealth for Practices solution which gives you the ability to offer a private billed telehealth appointment with the patient pre-paying at the time of booking

 

What are the new telehealth features?

Secure Video (now available): 

  • Secure video hosted within Australia 
  • Easy setup, no additional software for you or your patients to download 
  • Seamless integration with your practice management software
  • Private, no need to share a mobile number of personal ID

Telehealth Waiting Room (Available April 1): A virtual wait room for your patient. When the practitioner is ready, simply click and the appointment will start.

Online MBS Claiming (Coming Soon): We will give you the ability to submit claims for MBS items codes within Practice Admin, reducing the admin time for your front desk.

Communicate (Available April 1): Email and app notifications for your patients;  important practice updates and preventative health reminders to drive continuity of care.

 

Can you tell me more about the MBS Telehealth for Practices option?

MBS Telehealth for Practices is available as part of our Patient360 product and it allows patients to book a bulk billed telehealth appointment. We have updated our booking form adding in MBS criteria and collecting the patient's Medicare number, making this available to you in Practice Admin.

Patient360 is the easiest, most cost-effective way to step up your patient experience game, increase efficiency and maximise returns. It's a whole raft of essential patient engagement tools that make managing things like online bookings, telehealth, reminders and recalls simple.

 

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How does pricing work for MBS Telehealth for Practices?

MBS Telehealth for Practices is available as part of our Patient360 product which comes in two tiers; Patient360 Essentials and Patient360 Plus.

  • Patient360 Essentials: If you're on Patient360 Essentials, which does not include a monthly subscription fee, a usage fee of 5% of the value of the telehealth appointment (or $2, whichever is greater) + GST applies per MBS Telehealth appointment.*  
  • Patient360 Plus: If you're on Patient360 Plus your existing monthly subscription cost applies but you will only pay a usage fee of $0.58 + GST per MBS telehealth appointment.*

*Usage fees are capped at $100 per enabled practitioner by request and handled as a credit until further notice. This is to help give you peace of mind so you don’t receive bill shock. Even if you were a 100% telehealth practice with full books, the max you will pay is $100 per practitioner.

 

Why are you charging a usage fee?

The more appointments made through telehealth, the higher our operational costs are as a business due to the video functionality. To facilitate more appointments, we incur an increase in server and software costs as the product is used by more patients. 

 

Do New Patient Fees apply to MBS telehealth appointments?

We have waived the new patient fee until September 30 on all MBS Telehealth appointments. We understand that MBS Telehealth appointments are a low margin. The government has the MBS item codes for review on September 30, so we will review the voluntary waiving of new patient fees at this time.


Why are there different usage fee charges for Patient360 Essentials and Patient360 Plus?

Patient360 Essentials is for practices expecting to have low volumes of telehealth appointments. It might be more economical to be charged based on usage and save on the monthly subscription fee.

Patient360 Plus is for practices expecting a moderate to high number of telehealth appointments. Much like a mobile phone plan, you are happy to pay a monthly fee and receive a discounted usage fee.

 

What are the monthly subscription costs for Patient360 Plus?

Practices are charged a fixed monthly fee based on whether they are a small, medium or large practice. Pricing starts from $29 per month for a small practice with 1 - 2 practitioners; $69 for a medium practice with 3 - 5  practitioners; and $109 for a large practice with 6 more practitioners. All plans are month-to-month, with no lock-in contracts or set up fees.


How does Paid Telehealth for Practices (privately billed telehealth appointments) work?

There may be instances whereby practices may still prefer to bill privately. Paid Telehealth for Practices is an added feature to your telehealth offer, enabling the patient to book, attend, and pay for the appointment completely online. This feature protects your practices from DNAs and guarantees payment at the time of booking.

Prepayment is processed through our secure payment platform, Stripe.

 

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What are the costs for the Paid Telehealth for Practices (privately billed telehealth appointments)?

There is a fixed monthly fee to activate the Paid Telehealth for Practices product and a usage fee based on your usage of the product.

  • The fixed monthly subscription fee is $5 per month  
  • The usage fee is 5% of the total cost of the privately billed telehealth appointment charged to the patient on behalf of the practice plus GST.

The fixed monthly subscription fee is re-invested into covering our costs, such as secure payment systems, fraud protection, insurance and support services. The usage fee helps with the costs of maintaining and developing the telehealth product. These include secure video that is hosted in Australia, server costs, practice management software integration and other operational costs. We charge a fee to improve the product and keep it running smoothly. 

 

What does the booking flow look like for a bulk billed telehealth appointment?

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What does the booking flow look like for a private billed telehealth appointment?

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How can we activate these telehealth solutions?

  • Self serve activation can be processed within Practice Admin 
    • You can find the activation under Bookings -> Telehealth
  • Read the product information and terms and conditions
  • Click on the “Receive Payments via Stripe button” and you will be redirected to Stripe to set up your Stripe Connected Account.
  • Select which of the four appointment types you would like to activate (Phone Call, FaceTime, Skype, WhatsApp). You can select if you want them to be privately billed or bulk billed appointments.
  • If you want to privately bill your telehealth appointment types, select a price that will apply to all telehealth appointment types, this will then be uniform across all appointment types
  • Consent to the telehealth terms and conditions

 

 

How does Secure Video work?

We recognise the importance of having a safe and secure telehealth video experience for your patients and practitioners. Our secure HD video product is easy to set up, doesn't require additional software for you or your patients, and most importantly, it seamlessly integrates with your practice management software. Our video product is 100% private and does not require the sharing of mobile numbers or personal ID's. To use Secure Video all you need is a PC/Mac with a webcam or a smartphone.

When a patient books they receive a confirmation email with a link to the video consultation and at the scheduled appointment time join our virtual waiting room. The appointment will show up in Practice admin and in your PMS and when you’re ready simply click start in Practice Admin and the consultation will begin. It’s that easy! See below for the booking experience from the patient and practitioners point of view.


How can I set up secure video?

If you haven’t yet activated Telehealth follow these steps to activate and add Video Consult when choosing appointment types.

If you have already activated Telehealth and want to enable Secure Video, go to Practice Admin and navigate to Bookings > Telehealth and scroll down to setting up bulk billed / private appointment types, check Video Consult and save settings.

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How do telehealth bookings appear in Practice Admin?

Patient booking details can be found in Practice Admin by going to bookings > online bookings. You will be able to identify telehealth bookings by the blue mark in the table. Clicking into an individual record will show their answers to the COVID-19 triage questions, their Medicare number if bulk billed and a link to their invoice if privately billed as shown below.

Telehealth_booking_in_Prac_Admin.gif

 

How do telehealth bookings appear in my Practice Management System?

From Appointment Connector version 2.3.25.0 onwards, for certain Practice Management Systems we will change the way that a HealthEngine booked Telehealth appointment reflects in your PMS and add the appointment URL to the appointment notes or comments section. See below for screenshots from supported systems

Best Practice appointment book view:

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Best Practice appointment URL in the Notes section:

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Pracsoft (Medical Director) appointment book view:

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Pracsoft (Medical Director) appointment URL view:

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Zedmed appointment book view:

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Zedmed appointment URL view:

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Can you choose which Practitioners take part in the new telehealth appointment types?

Yes, telehealth appointment types can be set up at practice or practitioner level, for individual practitioner settings please see the detailed instructions here

 

What is Stripe?

Stripe is a secure payment platform that will allow us to facilitate Pre-payment of telehealth appointments on your behalf. To facilitate payment, you will be required to create a Stripe Connected Account. Payment processing proceeds are payable by HealthEngine to your practice weekly in arrears.

 

Why is pre-payment the only payment option for private billed telehealth appointments?

This protects your practices from DNAs and guarantees payment at the time of booking. We understand call volumes are at an all-time high so are looking for effective tech solutions for your practice and pre-payment reduces administration time for your team.


What does the credit card page look like for a patient booking a pre-paid telehealth appointment?

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What happens if you need to provide a patient with a refund?

Your practice will be responsible for any patient enquiries regarding refund requests and for setting your practice’s telehealth appointment refund policy.

To submit a patient refund request, please send the following details to telehealthpayments@healthengine.com.au:

  • Patient’s first name and last name;
  • Patient email address; 
  • The date that the patient made a booking; and
  • Reason for the refund request.
The HealthEngine team will process the refund and email you confirming the refund has been processed. After that, the patient will receive their refund within 5 to 10 business days.

Is the telehealth solution available for all patients?

Yes, telehealth is available for both existing and new patients. With the evolving COVID-19 situation there may be situations where a patient is not registered with a practice, we want to ensure that all patients have access to care during this important time.


I have GP’s and Allied practitioners, will the Allied practitioners have access?

Yes, we are continuing to iterate on our offering and intend to give practitioners from other verticals the option of offering telehealth appointments for their patients. We will update you as soon as this is available. 

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