Teladoc Health

What platform do you use?:
Proprietary cloud-based platform

Is this your platform?:
Yes

Video:
Yes

Audio:
Yes

Async:
Yes

Video platform:
Proprietary

Audio platform:
Proprietary

EMR Integrate:
Yes

Current EMRs:
The Teladoc Health platform integrates with all EMRs.

Do you offer “Levels” of Service?:
No. Teladoc Health supports a broad spectrum of clinical services and use cases, selected by the plan sponsor and/or the care delivery organization.

Schedule clinic to clinic:
No

Schedule across Org:
Yes

Schedule DTC?:
Yes

Call routing?:
Yes

Describe Ease of use for providers:
The Teladoc Health Licensed Platform alerts physicians of patient requests via text or phone. A physician available for a virtual visit locks the request and uses the Provider Portal to review the patient’s record, which includes demographics, medical history, and the reason for the visit request. When physicians accept a visit, they connect with the patient in the virtual exam room. The Provider Portal lets users view on-demand and scheduled visits and manage schedules. From the dashboard, physicians and support staff can manage queues, alert patients of physician status, route calls into the queue, reassign charts, send messages to other physicians, schedule physicians, schedule patients, and more. Physicians can also message other physicians during visits. Multi-party visit functionality also supports a soft hand off between physicians. From the dashboard, providers can accept a virtual visit with anyone from a list of patients waiting. The dashboard displays each patients’ chief complaint, time in queue, and distinguishes between on-demand and scheduled visits. With EHR integration, the patient’s EHR populates the platform record with information (e.g., allergies, medication, past visits). The platform exports all new and updated documentation to the native EHR at the end of the appointment. With SSO authentication, physicians can login to the telehealth platform from either the platform or the client's physician portal.

How long does it take to set up your solution for providers?:
Teladoc Health has a standard 12-week implementation cycle for the licensed platform. We are also offering more expedited setup options. After the solution is setup for clients, the provider is not required to perform additional setup.

Special equipment required? If yes, how do they get it?:
No. Users only need a device capable of connecting to the internet via a standard web browser that comes with a camera, including PCs, desktops, tablets, and smartphones or other handheld mobile devices (either iOS or Android).

Software/App requirement for provider:
Yes. Teladoc Health's cloud-based solution is a Software as a Service (SaaS). Administrative users and providers can access the platform via an internet browser or mobile app. Mobile apps are distributed through the App Store for iOS and Google Play for Android.

Describe ease of use for consumers/patients:
Patients can access care via mobile app, secure online video, or by phone. They can also access the platform though the client's patient portal (with EHR integration). Patients can attend a telehealth visit from their homes, workplace, or anywhere that is comfortable for them. The patient user interface is simple, intuitive, and includes a built-in tutorial. The Licensed Platform Solution guides patients through the registration process and provides the following: Any costs associated with the visit, Biographical information about physicians available for their consult (optional), Opportunity to add new or update medical information, Choice of scheduling a consult in advance or opting for an on-demand consult, Requirements to consent to treatment and agree to accept the terms, conditions, and privacy policy of consult service, Wait times and position in the queue

How long to set up your solution for consumers/patients?:
The registration process takes only minutes to complete. Most patients download the app or get started online. They can also call 1-800-Teladoc. To start, they complete a brief medical history like you would at a doctor's office. Patients can proactively create an account and register in advanced of a virtual visit to expedite the process when they request care.

Consumer equipment needed:
No. Users only need a device capable of connecting to the internet via a standard web browser that comes with a camera, including PCs, desktops, tablets, and smartphones or other handheld mobile devices (either iOS or Android). They can also access care by phone.

Software/Apps required for Consumer:
No. Patients can access the platform via phone, an internet browser or mobile app. Should the consumer/patient wish to use a mobile app, this is available via App Store for iOS and Google Play for Android.

Cellular:
Yes

WiFi Internet:
Yes

Connectivity (bandwidth)?:
As a cloud-based platform, we can support video at a bandwidth as low as 100 kbps but recommend an internet bandwidth of at least 500 kbps for uplink and downlink.

How much space on a mobile device?:
An insignificant amount. The mobile app does not store data on the user’s phone.

Medical peripherals allowed?:
Yes.

Who reimburses the provider?:
CMS| Medicaid| Private Insurance| Other Consumer out-of-pocket

Private payers that pay:More than 50 U.S. health plans offer Teladoc Health services as part of their benefits plan including Aetna, UnitedHealthcare, and multiple Blue Cross Blue Shield plans nationwide. Additionally, more than 40 percent of Fortune 500 employers, as well as thousands of small businesses, labor unions, and public-sector employers offer our virtual care services to their employees.

Offer a Provider panel?:
Yes

Use own providers:
Yes

Panel and own providers:
Yes

Mixed options expanation:
The Licensed Platform Solution offers the following options for provider coverage: Use Teladoc Health's network physicians, Provide telehealth services using your own physician network, Implement a hybrid model using your physicians and the Teladoc Health network as backup Clients can use their own providers to perform consults via the Licensed Platform, with roll over to our physician network, as defined by you. We can provide telehealth visits during designated days and times (wrap-around services) or 24/7/365 when physicians in your network are unavailable (backup services). Using rules-based logic, the Licensed Platform Solution directs patient calls to whichever physician group the client designates as primary, with options for rollover to the secondary group if the primary provider group is unavailable. Teladoc Health offers access to our nationwide network of board-certified physicians and behavioral health professionals to provide care. With more than 7,000 providers in our network, Teladoc Health can provide rollover/ backup or wrap-around services to the client’s provider network. Teladoc Health has physicians physically located in all 50 states and the District of Columbia and we guarantee a callback within 60 minutes, with an average callback time of 10 minutes.

How many current customers?:
51

Types of Current customers?:
Around the world, we are entrusted by more than 12,000 clients including the world’s leading insurers, employers, hospitals and health systems. Together, we are continually modernizing the healthcare experience. Our clients span all sectors of healthcare, including: More than 40% of the Fortune 500 employers such as Accenture, Bank of America, IBM – as well as thousands of small businesses, labor unions and public sector employers. More than 50 U.S. health plans including Aetna, United Healthcare and many Blue Cross Blue Shield plans. whose commercial, Medicare and Medicaid members we serve. More than 70 global insurance and financial services firms such as AIG, AXA Global, Great West Life and MLC who make our virtual care services available to their clients. More than 300 hospitals and health systems prestigious organizations such as Jefferson Partners Healthcare and Cincinnati Children’s Hospital. Through close collaboration, we develop tailored solutions and create meaningful results with our clients and partners. Our client retention rates are high – more than 90% – as a result of the close partnerships and value we create.

Number of consumer calls in past 12 months?:
In 2019, Teladoc Health delivered more than 4.1 million virtual care visits and in Q1 2020, we completed more than 1.8 million visits. Additionally, we enabled hundreds of hospitals and health systems to deliver care to hundreds of thousands of patients.

Standard set-up charges:
One-time implementation fee. This can include EHR integration, CCDA, ADT, SSO, Scheduling, RTE, RTBC, etc. Integrations can be as deep and wide as the client wants. All one-time fees are payable at the start of the project and/or as the project progresses.

Software license – Price & Terms:
Software license fee – Teladoc Health provides clients with a dedicated instance of our Licensed Platform in a segregated environment, either single white-labeled or co-branded. The license allows for unlimited user roles, unlimited use cases and unlimited visit volume. The annual fee varies greatly based on a number of metrics that help us determine the size and complexity of the health system, physician practice or other provider organizations. Included in Licensed Platform License Fees: •Software patches, fixes and version changes •Call center agent and 24/7/365 support •24/7/365 technical support •Reporting portal and dedicated SQL database • Branded waiting room video or the ability to upload 1 client video and 3 client ads •Access to Teladoc’s marketing hub for customizable marketing collateral •Full deployment of employee benefits program using Teladoc Health best practices including 1 branded welcome kit and 2 branded seasonal mailers

Cost per patient (or per number of patients):
N/A

Charges for additional specialties:
N/A. There is no cost for additional specialties. Clients can manage their own physician network in the Admin Portal and add as many specialties as needed.

Cost per call (call charge):
N/A

Cost for provider (provider charge):
Variable transaction fee - $3 / $49 if performed by Teladoc Health physician. The system determines variable fees by who performs the consults. If the client's providers, staff, or allied providers perform the consults, there is a $3 transaction fee covering e-prescribing, credit card processing, discharge instruction content, and support. If a Teladoc Health physician or provider performs the consult, there is a $49 fee for the physician consult.

Annual fees:
Annual software license fee is the only annual fee besides the variable fee described above.

Maintenance/update fees:
Included in annual license fee

Support Fees:
Included in annual license fee

Other Charges:
Optional costs for custom development, physician training, proprietary readiness assessment planning, commercialization support, and other optional services.