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All material proprietary and confidential. Presented by Teladoc, Inc.
Teladoc Physician TrainingModule 2 | 2012
All material proprietary and confidential. Presented by Teladoc, Inc.All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1. Licensing and Credentialing
2. Payroll
3. Technology and Security
4. Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.3
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.
All material proprietary and confidential. Presented by Teladoc, Inc.All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1. Licensing and Credentialing
2. Payroll
3. Technology and Security
4. Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.5
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
All material proprietary and confidential. Presented by Teladoc, Inc.All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1. Licensing and Credentialing
2. Payroll
3. Technology and Security
4. Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.7
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.
All material proprietary and confidential. Presented by Teladoc, Inc.All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1. Licensing and Credentialing
2. Payroll
3. Technology and Security
4. Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.9
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.
All material proprietary and confidential. Presented by Teladoc, Inc.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.11
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
All material proprietary and confidential. Presented by Teladoc, Inc.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.13
Purpose of Active Listening Skills
Happy Patient
Quickly build rapport
Find out the basic
problems
Encourage the patient to tell
you more
Clarify your understanding
Acknowledge the patient’s
feelings
Let the patient know you
understand and will try to help
All material proprietary and confidential. Presented by Teladoc, Inc.14
Verbal Active Listening Skills
Used to get more information, identify needs, and determine an appropriate solution
Paraphrasing
Used to clarify your understanding, confirm interest/agreement, or uncover objections
Closed Questions
Used to get more information by letting the patient know you are listening and interested in him/her.
Encouraging Statements
Open Ended Questions
Used to check understanding, confirm accuracy of the information, and clarify the patient’s needs
Acknowledgement Statements
Used to show empathy toward the patient’s situation by accepting his/her feelings
All material proprietary and confidential. Presented by Teladoc, Inc.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.16
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.
All material proprietary and confidential. Presented by Teladoc, Inc.17
Telephone Skills: Voice Tone and Inflection
All material proprietary and confidential. Presented by Teladoc, Inc.18
Telephone Skills: Volume
All material proprietary and confidential. Presented by Teladoc, Inc.19
Telephone Skills: Rate of Speech
All material proprietary and confidential. Presented by Teladoc, Inc.
Contact us:
Amy McKay
Clinical Director
(214) 302-5205
Boyd Harbour
Physician Recruiter
(214) 302-5228
© 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.
