Struggling with onboarding telehealth providers? Here’s how to get it right. A strong onboarding process ensures telehealth providers deliver quality care, meet compliance standards, and integrate seamlessly into clinical workflows. Poor onboarding can lead to provider burnout, patient dissatisfaction, and compliance risks. Follow these five steps to set your team up for success:
- Check Resources & Complete Credentialing
- Assess technology, staff capacity, and workflows.
- Complete licensing, background checks, and payer enrollment.
- Set Up & Test Technology
- Ensure reliable internet, HIPAA-compliant software, and compatible hardware.
- Run security, performance, and interoperability tests.
- Integrate Providers into Clinical Workflows
- Train on protocols, documentation, and team communication.
- Use mentorship and real-time collaboration tools.
- Build a Comprehensive Training Program
- Focus on tech skills, virtual care techniques, and regulatory compliance.
- Use telesimulation and scenario-based practice for hands-on learning.
- Provide Continued Support & Monitoring
- Offer quick technical help, regular check-ins, and ongoing education.
- Track performance with metrics like patient satisfaction and resolution rates.
Why it matters: Effective onboarding leads to better patient care, higher provider retention, and fewer compliance issues. Ready to improve your telehealth onboarding? Start with these steps.
How to Create the Perfect Onboarding Process for Your Practice or MedSpa
Step 1: Check Resources and Complete Credentialing
Before diving into telehealth operations, it’s essential to assess your resources and complete the credentialing process. These steps help prevent delays and ensure a smooth transition for providers and patients alike.
A strong foundation of resources is crucial for effective credentialing and seamless provider integration into your telehealth program.
Resource Check
Technology Infrastructure Assessment
Start by evaluating your technology setup. Check for any gaps that might hinder provider performance. This includes reviewing internet bandwidth, video conferencing tools, electronic medical record (EMR) integration, and ensuring the availability of necessary devices. Dr. Tisa Ayuso, Virtual Medical Director at Basset Health Network, highlights the importance of robust systems:
"We have our systems in place in terms of our morning rounds. We have the computer system up and running. We recently just got a fish-eye lens camera, so I have better visibility of seeing everyone in the morning meetings, which has been fantastic." [1]
Administrative Support Structure
Assess your staff’s capacity to handle telehealth onboarding. Practice managers play a pivotal role in coordinating logistics, from equipment setup to EMR support, ensuring providers have everything they need to hit the ground running.
Defined Roles and Workflow Documentation
Assign clear roles – such as telehealth champion, program manager, education manager, and device manager – and document workflows. This includes outlining protocols for virtual consultations, patient communication, and technical troubleshooting. Establishing a system-level telehealth governance council can further enhance safety and quality.
Partnership Opportunities
Consider collaborating with external organizations that specialize in logistical onboarding. This allows your internal teams to focus on clinical tasks while ensuring a smooth setup.
Once resources have been reviewed and aligned, you can transition to the credentialing process.
Credentialing Process
Credentialing for telehealth involves a detailed verification process tailored to the unique needs of virtual care.
Primary Source Verification
Start by thoroughly verifying licenses, certifications, education, and work history. As Rebecca Kish, VP of Provider Network Operations at CLP, explains:
"Collecting absolutely all the data we can at the beginning is the key to streamlining the CLP process." [8]
Multi-State Licensing Requirements
Ensure providers meet the licensing requirements for each state where they’ll practice. The Interstate Medical Licensure Compact (IMLC), which includes 42 states, Washington D.C., and Guam as of 2025, offers an expedited path for obtaining multi-state licenses. [4]
Background Checks
Conduct comprehensive background checks to review criminal records, malpractice claims, and sanctions. This step ensures compliance with HIPAA and other regulatory standards.
Payer Enrollment
Make sure providers are enrolled with the necessary insurance payers. Delays in this process can have significant financial consequences. For instance, the average daily revenue for a single physician is approximately $9,000. [5]
Credentialing by Proxy
Credentialing by proxy can simplify paperwork and speed up start dates. For example, in February 2021, Eagle Telemedicine received accreditation from the Joint Commission. This allows accredited hospital partners to credential by proxy, significantly reducing administrative burdens and accelerating onboarding. [7]
Leveraging Technology
Adopt digital credentialing solutions to automate the process. The global provider credentialing software market is projected to reach $5.6 billion by 2030, reflecting the growing demand for efficient systems. [9][5]
Regulatory Compliance
Stay up-to-date with changing telehealth regulations to ensure smooth credentialing. This includes meeting accreditation standards from organizations like NCQA and the Joint Commission, as well as adhering to federal and state requirements. Notably, NCQA has shortened credentialing timeframes for health plans in 2024, enabling faster verification. [4]
Managing Timelines
Traditional credentialing can take anywhere from 60 to 120 days. However, with a well-organized approach, delays can be minimized. For example, Iris Telehealth achieved a 96% on-time clinician start rate by streamlining its processes. [9][1]
Step 2: Set Up and Test Technology
After completing credentialing, the next step is to establish and test the technology infrastructure for your telehealth providers. This ensures smooth patient care while adhering to security and compliance standards.
Technology Requirements
Internet Connection and Bandwidth
A reliable internet connection is key for telehealth services. Providers should aim for at least 10 Mbps download and 5 Mbps upload speeds [10]. Use tools like speedtest.net to confirm the connection meets these standards before consultations.
Essential Hardware Components
Equip your providers with the right tools for effective virtual care. This includes HD cameras, high-quality audio devices, and dependable computers, tablets, or smartphones [10][13]. For specialized care, you might need devices like digital stethoscopes for transmitting heart and lung sounds or remote patient monitoring tools such as internet-enabled scales, blood pressure monitors, and glucometers [11][15].
HIPAA-Compliant Software Platforms
Select telehealth software that complies with HIPAA regulations. Look for features like end-to-end encryption, strong access controls, and cloud-based functionality for secure medical record access [14][18]. Ensure the platform includes audit logs to track data use and disclosure, meeting strict patient privacy standards [17].
Integration Capabilities
The telehealth platform should integrate smoothly with your existing systems, such as electronic medical records (EMRs), appointment scheduling tools, and payment gateways. This prevents workflow disruptions and supports seamless care documentation.
| Equipment/Software | Description |
|---|---|
| Internet Connection | Stable broadband with sufficient bandwidth for video and audio [10][11] |
| Camera | Built-in or external camera for video sessions [10] |
| Microphone/Speakers | Clear audio devices for effective communication [10] |
| Telehealth Software | HIPAA-compliant platform for secure communication and data [10][12] |
| Computer/Tablet/Smartphone | Devices for accessing telehealth services [13] |
| Digital Stethoscope | Sends heart and lung sounds to remote providers [11] |
| Remote Patient Monitoring Devices | Internet-enabled tools like scales and glucometers [15] |
Once you’ve gathered the necessary tools, the next step is to thoroughly test each component.
Tech Testing Process
Comprehensive System Testing
Before diving into formal testing, create a detailed test plan. This should outline functional and mechanical criteria, covering key features like virtual consultations, messaging, and appointment scheduling [19][20]. Make sure to test all devices under conditions similar to real-world use.
Security and Compliance Verification
Run extensive security tests to confirm the system meets HIPAA standards. This includes checking role-based access control, encryption, authentication protocols, API security, and cache management [20].
Performance and Compatibility Testing
Assess whether the telehealth application can handle high traffic without crashing or lagging. Test its compatibility across various devices, operating systems, and networks to ensure consistent performance. Simulate real-world conditions to identify potential issues [20].
Interoperability Assessment
Verify that the telehealth platform integrates seamlessly with other healthcare systems, such as EMRs and external databases. This ensures smooth workflows and uninterrupted data sharing [20].
Documentation and Team Involvement
Involve an interdisciplinary team in the testing process and document the results using agreed-upon metrics. This helps confirm that both technical and clinical needs are being met [19].
Business Associate Agreements
Establish Business Associate Agreements (BAA) with all telehealth vendors to maintain HIPAA compliance. Include the telehealth platform in annual HIPAA risk assessments and ensure all shared data is encrypted to protect against unauthorized access [16][17].
A thorough setup and testing process ensures that the technology is ready to integrate seamlessly into clinical workflows, setting the stage for the next steps.
Step 3: Integrate Providers into Clinical Workflows
Once the technology is fully tested and operational, the next step is to incorporate telehealth providers into your existing clinical workflows. This ensures that remote providers work seamlessly alongside in-person teams, delivering consistent and coordinated care from day one.
Clinical Protocols and Standards
Understanding Department-Specific Protocols
Collaborate with telehealth providers to review and understand procedures unique to each department[3]. Casey Willis, Chief Operating Officer at National Park Medical Center, highlights the value of this collaborative effort:
"They’ve been phenomenal. They’ve really done a lot to ask us about our processes. What are the things that you do? What are your normal order sets?"[26]
Establishing Quality Control Measures
Set clear performance standards and conduct regular audits to ensure both virtual and in-person interactions meet clinical benchmarks[24].
Specialty-Specific Workflow Customization
Adjust telehealth workflows to meet the unique needs of each specialty[25].
Documentation and Compliance Standards
Train telehealth providers on your organization’s documentation protocols. This includes proper recording of virtual visits, integrating notes into electronic health records, and adhering to all relevant regulatory standards[2].
Defining Care Transition Protocols
Develop clear guidelines for transitioning patients between telehealth and in-person care to maintain continuity and quality[23][24].
Team Integration Activities
Structured Introduction Process
Introduce telehealth providers to the in-person team and keep them updated on key organizational developments[28].
Establishing Communication Protocols
Define clear communication practices to ensure smooth collaboration between remote and on-site teams. Use shared platforms for real-time updates, assign specific roles, and schedule regular calls to address questions or concerns[28].
Mentorship and Support Systems
Pair new telehealth providers with experienced team members who can act as mentors. This mentorship helps them navigate internal processes and gain insights into patient populations, frequently seen conditions, and preferred treatment methods. To further support integration, conduct practice sessions where telehealth providers work with coworkers to test workflows and technology. These sessions help identify and resolve communication gaps before providers interact with patients[21].
Real-Time Collaboration Tools
Leverage secure, integrated platforms to enable real-time communication among caregivers. Video conferencing can be used for remote patient check-ins, while secure systems streamline tasks like sharing test results, managing prescription refills, and sending emails[27][29].
Feedback and Continuous Improvement
Create a checklist with specific goals and deadlines to track progress. Regularly evaluate the integration process and adjust roles or workflows as needed to address new challenges[22].
The US Department of Health & Human Services defines workflow as:
"The set of physical and mental activities undertaken inside and across the workplace environment by different individuals. It can happen at multiple levels (one person, between individuals, through institutions) and can happen sequentially or concurrently."[22]
This definition underscores the importance of designing integration strategies that address every level of interaction, ensuring telehealth providers and in-person teams work cohesively.
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Step 4: Build a Complete Training Program
Once telehealth providers are integrated into your clinical workflows, the next step is to create a thorough training program that equips them for both technical and clinical responsibilities. With telehealth visits skyrocketing – from 1.4 million (1.1%) in 2018–2019 to 35 million (35.3%) in 2020 – this kind of training is essential to ensure high-quality virtual care [31]. A well-rounded program aligns technical know-how with clinical expertise.
Core Training Components
A strong training program gives telehealth providers the tools they need to excel in technical skills, adapt clinically, and communicate effectively in virtual settings.
Technology Proficiency and Platform Skills
Providers should learn the ins and outs of telehealth platforms, including video visit tools, screen sharing, remote monitoring, and basic troubleshooting. Training should also cover virtual physical exams, such as guiding patients on camera angles, lighting, and clear audio setups.
Adapting Clinical Skills for Telehealth
Providers need to be trained in remote history-taking, conducting virtual physical exams, and identifying when an in-person visit is necessary. The curriculum should also introduce various telehealth modalities and address the risks unique to virtual care.
Effective Communication and Professionalism
Virtual care requires providers to communicate clearly and professionally to build trust, handle sensitive issues, and maintain patient engagement. Training should also include strategies for discussing privacy concerns and gauging a patient’s comfort level with telehealth, as the virtual setting can alter the traditional doctor-patient dynamic.
Regulatory and Security Training
Providers must understand telehealth regulations, licensing requirements (especially across state lines), and proper documentation for virtual visits. This ensures compliance with legal and ethical standards while maintaining patient confidentiality.
Supplemental Training Programs
Institutions like Thomas Jefferson University and the University of Delaware offer telehealth certifications that delve into platform usage, troubleshooting, ethical considerations, and limitations. These programs can complement internal training efforts.
To solidify these skills, hands-on practice is a must.
Practice Sessions
Telesimulation for Confidence Building
Telesimulation offers a controlled environment where providers can practice before engaging with real patients. These sessions simulate telehealth scenarios, allowing providers to refine both technical skills like navigating software and clinical skills such as virtual communication. Simulated patient interactions via video can also help address common telehealth challenges.
Scenario-Based Training
Develop practice scenarios that mimic a variety of telehealth encounters, such as technical glitches, difficult patient conversations, emergencies, and transitions between virtual and in-person care. Scenarios should also explore sensitive topics and privacy concerns, while acknowledging the limitations of telehealth platforms.
Learning from Real-World Examples
Take inspiration from programs like the Tele-Preventive Medicine (TPM) initiative at Stony Brook University School of Medicine. Here, residents gain practical experience by conducting virtual visits with underserved populations, focusing on social determinants of health. This approach has led to measurable success, including 94 patient appointments, 59 completed virtual visits, and 22 resolved care gaps [30].
Feedback and Assessments
Incorporate immediate feedback and structured evaluations throughout the training process. These tools help certify providers’ platform skills, communication abilities, and clinical decision-making before they begin patient care. Regular assessments ensure continued skill improvement and spotlight areas that need further attention.
Step-by-Step Skill Development
Start with basic tasks like conducting patient interviews over video, then gradually move to more complex activities such as virtual physical exams and specialized telehealth applications. This step-by-step approach helps providers build confidence while mastering advanced techniques in virtual care.
Step 5: Provide Continued Support and Monitoring
Once training is complete, the journey doesn’t end. Continuous support and monitoring are essential to maintain the efficiency and effectiveness of telehealth onboarding. These efforts address technical hurdles, workflow adjustments, and the evolving needs of patients.
Support Resources
A well-structured support system empowers telehealth providers to handle daily challenges while maintaining confidence in delivering virtual care. The best support systems combine immediate assistance with opportunities for long-term growth.
Quick and Reliable Technical Support
Fast technical help is crucial to prevent disruptions in patient care. For instance, the Mend platform boasts an impressive 23-second response time and a 93% patient satisfaction rate [32]. This kind of rapid response ensures technical issues don’t derail appointments and helps providers feel secure using the platform.
Organizations should also invest in 24/7 monitoring of network performance, bandwidth, and call quality to identify and resolve potential problems before they impact patient visits [33]. Proactive monitoring keeps the system running smoothly, minimizing disruptions.
Regular Check-ins and Peer Support
Scheduling one-on-one meetings between new telehealth providers and their supervisors can be incredibly beneficial. Weekly check-ins during the first month, transitioning to bi-weekly or monthly sessions, offer a space to address concerns and share insights.
Peer mentorship programs are another valuable resource. Pairing new providers with experienced colleagues creates an informal channel for sharing practical tips and discussing challenges. This kind of peer connection fosters a collaborative learning environment.
Ongoing Education and Compliance Training
As telehealth regulations and technologies evolve, continuous education is non-negotiable. Regular training on cybersecurity and HIPAA compliance ensures providers stay up to date [33].
Dr. Miriam Isola from the University of Illinois Chicago highlights the importance of adapting to these changes:
"Digital transformation in healthcare is a catalyst for innovation. It not only aims to modernize and improve existing healthcare systems but also creates a conducive environment for novel new ideas, technologies, and approaches. These will redefine the ways healthcare is delivered, experienced, and managed." [34]
This emphasis on adaptability underscores the need for support systems that grow alongside advancements in healthcare delivery.
Performance Reviews
Performance evaluations are key to maintaining high-quality care and identifying areas for improvement. Combining quantitative data with qualitative feedback provides a well-rounded view of provider performance.
Patient-Centered Metrics
Patient satisfaction surveys are a direct way to gather feedback. These surveys should cover aspects like communication quality, technical performance, and overall care. Including both numerical ratings and open-ended questions ensures a complete understanding of the patient experience.
Medical Resolution Rates
Tracking the percentage of patients whose issues are resolved remotely without needing an in-office visit is a valuable measure of telehealth effectiveness [35]. High resolution rates indicate successful virtual care, while lower rates may highlight areas requiring additional training.
Wait Times
Monitoring wait times is crucial, as delays can frustrate patients and disrupt practice efficiency [35]. Analyzing these metrics can reveal scheduling or technical bottlenecks that need attention.
Clinical Quality and Safety
Regular chart reviews help ensure that providers adhere to clinical guidelines and maintain thorough documentation [35]. Monitoring practices like antibiotic prescription rates ensures appropriate and safe care [35].
Operational Efficiency
Metrics like no-show and drop rates directly affect revenue and efficiency. For example, with a global no-show rate averaging 23%, a 10-provider practice could lose $857,808 annually [32]. Evaluating connection quality and feature utilization on telehealth platforms can also highlight areas for improvement [32].
Long-Term Success
The Mend platform reports a 98% provider retention rate after approximately 20 telehealth visits, demonstrating how effective support and monitoring can lead to sustained engagement [32].
Performance reviews should be conducted monthly during the first quarter, then shift to quarterly evaluations. By combining data-driven insights with open discussions, organizations can address challenges, celebrate achievements, and guide providers toward ongoing professional growth.
Conclusion: Setting Telehealth Providers Up for Success
The five-step onboarding process outlined earlier transforms how telehealth is integrated into healthcare settings, benefiting providers, patients, and organizations alike. Consider this: 73% of clinicians who reported satisfaction had undergone formal onboarding, compared to just 34% of those who were dissatisfied [36]. That stark contrast highlights why a well-structured onboarding process is more than a luxury – it’s a necessity.
Beyond improving clinical performance, effective onboarding has financial perks. Hospitals that implement streamlined onboarding processes see retention rates among new clinicians increase by as much as 20% [37]. Better retention means lower recruitment and training expenses, which directly improves return on investment.
Chris Franklin, president of LocumTenens.com, sums it up perfectly:
"Effective onboarding is not just about getting clinicians up to speed, but about ensuring they are equipped with the necessary tools and knowledge to deliver high-quality patient care from day one." [36]
This patient-first approach delivers results. 92% of patients say having quick, easy access to their electronic health records is critical, and 67% of Millennials would rule out providers who lack an online portal [6]. Telehealth providers who are properly onboarded can meet these expectations right from the start, ensuring seamless patient experiences.
Tony Stajduhar, president of Jackson Physician Search, highlights the ripple effect of good onboarding:
"Candidates gravitate to organizations that make the effort to build a relationship from the first meeting and that continue to cultivate that relationship through the first 12 months of service. We know that onboarding done right improves retention long term and that poor onboarding can lead to an expensive scramble to reopen an organization’s recruiting process." [36]
Specialized platforms like The Provider Finder simplify recruitment by connecting organizations with telehealth providers who align with remote care needs. By focusing on long-term placements and alignment with organizational values, these platforms help ensure the providers you bring on board are well-suited for success.
The telehealth field is advancing at a rapid pace. Currently, 85% of clinicians use telehealth in some capacity, and more than half believe it enables them to deliver high-quality care [38]. By mastering the onboarding process, organizations can attract top-tier talent and ensure exceptional patient outcomes.
FAQs
What challenges do organizations face when onboarding telehealth providers, and how can they overcome them?
Onboarding telehealth providers isn’t without its hurdles. It often involves lengthy credentialing processes, helping providers adapt to telehealth platforms, and ensuring proper training. Credentialing can take several months, which delays when providers can actually start seeing patients. On top of that, remote onboarding can make it tougher for providers to integrate seamlessly into workflows or build meaningful connections with patients. Adding to the challenge, not all providers are equally comfortable with digital tools, which can slow down the process even further.
To tackle these challenges, organizations can turn to digital solutions to speed up credentialing by verifying licenses and certifications more efficiently. Providing thorough training programs – complete with virtual simulations – can familiarize providers with telehealth systems and how they fit into day-to-day workflows. Clear communication paired with resources for patient education can also help providers engage more effectively and make the transition to telehealth smoother for everyone involved.
What steps should telehealth providers take to stay compliant with licensing and regulations across multiple states?
To navigate the complexities of multi-state licensing and regulations, telehealth providers can take several practical steps to ensure compliance:
- Secure appropriate licenses: Obtain the required licenses for each state where services will be provided. This includes meeting all state-specific criteria like educational qualifications, exams, and background checks.
- Utilize temporary practice allowances: In states that permit short-term telehealth services, providers can use these allowances to maintain care for existing patients.
- Take advantage of licensure reciprocity agreements: Some states allow providers from neighboring areas to practice without needing a full license, streamlining the process.
- Participate in interstate licensure compacts: These agreements make it easier to practice across multiple states by simplifying the licensing process for participating states.
- Apply for telehealth-specific licenses: Certain states offer licenses tailored for telehealth services, which come with their own set of conditions and requirements.
To stay compliant, it’s essential to regularly review state-specific regulations and maintain communication with medical boards. By taking these steps, telehealth providers can continue delivering care across state lines while adhering to legal standards.
Why is continuous support and monitoring essential for telehealth providers, and how can organizations implement these practices effectively?
Continuous support and monitoring play a key role in the success of telehealth providers. They help maintain the quality of care, improve patient outcomes, and keep patients actively engaged. By keeping an eye on patient progress and addressing concerns quickly, providers can encourage better treatment adherence and offer timely interventions, creating a smoother and more effective healthcare experience.
To make this happen, organizations can focus on clear communication protocols, regular follow-ups, and using technology for remote monitoring. For instance, scheduling consistent check-ins, sending reminders, and offering virtual consultations can help patients stay committed to their care plans. These practices not only enhance patient satisfaction but also make better use of resources and build stronger connections between providers and patients.
