Why telehealth-first clinics calls need specialty rules
Digital-first clinics still need phone support. Katie coordinates virtual visits, device setup, and escalations around the clock.
Virtual Onboarding
Patients receive device setup instructions, portal access, and consent walkthroughs.
Escalation to Human Clinicians
Katie can loop in the appropriate telehealth clinician when a human touch is required.
Rx + Lab Coordination
AI routes lab orders, refill requests, and prior auth data without manual follow-up.
What lands in Epic
Triage happens on the call. What reaches Epic is a structured record in the place your team already works, not a voicemail someone has to transcribe.
- Read-only access to appointments via RPA or App Orchard
- Drop call summaries into In Basket or work queues
- Optional SmartForm intake for referrals
Setting it up for a telehealth-first clinics practice on Epic
Go-live is typically 7 to 14 days. Most of that time is spent on your rules rather than on the integration itself.
- Confirm which Epic modules your practice uses
- Decide where each call type should land in Epic
Security and compliance
PHI handling is covered by a signed BAA before anything goes live.
- BAA-backed deployment
- Audit logging synced with Epic security
