{"id":47268,"date":"2021-04-05T10:48:06","date_gmt":"2021-04-05T17:48:06","guid":{"rendered":"\/us\/en\/blog\/?p=47268"},"modified":"2024-07-25T22:54:07","modified_gmt":"2024-07-26T05:54:07","slug":"2-questions-payers-must-answer-as-telehealth-becomes-standard","status":"publish","type":"post","link":"\/us\/en\/blog\/2-questions-payers-must-answer-as-telehealth-becomes-standard\/","title":{"rendered":"2 questions payers must answer as telehealth becomes standard"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Over the past several years, telehealth services have grown in popularity, and the global health crisis of 2020 significantly accelerated the usage of telehealth. Now, it appears that telehealth services will be a permanent part of the healthcare landscape.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This raises two questions as we begin the long journey toward recovery:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What types of services are best suited to telehealth services?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How should reimbursement be calculated for virtual care?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">In this post, we\u2019ll address those questions and discuss how the right technology makes it easier to deliver telehealth services and determine reimbursements.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__portrait\" style=\"background-image: url(\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/rc-bottom-cta-bg.png);\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"716\" height=\"721\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/payer-telehealth-adoption.png\" class=\"responsive-image\" alt=\"Telehealth ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>Telehealth adoption is changing healthcare. Here&#8217;s what payers need to know<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Learn more\"\n\t\t\t\t\t\t\t\thref=\"http:\/\/netstorage.ringcentral.com\/documents\/5_step_payer_guide_to_supporting_telehealth_adoption.pdf\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Learn more\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Learn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>The demand for telehealth services<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">To understand the factors driving the first question about telehealth services, let\u2019s look at what\u2019s driving telehealth services adoption.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In 2019,<\/span>\u00a0<a href=\"https:\/\/www.mckinsey.com\/industries\/healthcare-systems-and-services\/our-insights\/telehealth-a-quarter-trillion-dollar-post-covid-19-reality\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">11% of US consumers<\/span><\/a><span style=\"font-weight: 400;\"> used telehealth services. The greatest focus of telehealth services vendors was on urgent care\u2014on-demand, instant telehealth services that enabled patients to receive the help they needed. 2020 changed those statistics: the public healthcare crisis made it unsafe for providers and patients to meet face-to-face.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Patients soon realized that telehealth services are convenient, effective, and safe. A report from Accenture published in the summer of 2020 showed that\u00a0<\/span><a href=\"https:\/\/www.fiercehealthcare.com\/practices\/patients-want-to-keep-using-virtual-care-after-covid-19-pandemic-ends-survey-finds\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">60% of patients<\/span><\/a><span style=\"font-weight: 400;\"> want to use telehealth services going forward. With telehealth services, patients don\u2019t have to take time off work to travel to the doctor\u2019s office, only to wait with others (who could potentially be carriers of contagious diseases). Instead, they can attend a virtual appointment in the comfort of their own home, saving them time and money and potentially shielding them from exposure to contagions.<\/span><\/p>\n<h3><b>What types of services are best suited to telehealth delivery?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">There are a number of services within medicine that are well-suited to telehealth delivery:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-healthcare-providers-are-using-telehealth-right-now-8-real-life-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Family physicians<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Mental health services<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Dermatology<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.nejm.org\/doi\/full\/10.1056\/NEJMp2003539\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Forward triage<\/span><\/a><span style=\"font-weight: 400;\"> in the emergency department<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Even\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/dental-practice-lockdown-case-study\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">dentistry<\/span><\/a><span style=\"font-weight: 400;\"> provides an excellent use case for telehealth services; with the right technology, dentists can triage patients and determine if they need emergency care. (We\u2019ll talk more about what the right technology looks like a bit later.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Moreover, telehealth services<\/span>\u00a0<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-next-phase-of-telehealth-optimizing-clinical-communications-and-collaboration\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">enable healthcare providers to communicate more effectively<\/span><\/a><span style=\"font-weight: 400;\"> so that they can collaborate with one another for greater coordination of care.<\/span><\/p>\n<h3><b>How can you deliver telehealth services to meet patient demands?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">To meet the patient demand for telehealth services, organizations must invest in the right\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-choose-your-telehealth-technology\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">telehealth communications platforms<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The right telehealth communications platforms:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer more than one channel for patients to communicate with providers\u2014phone, text, email, and video conference<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are secure and HIPAA-compliant<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enable providers to communicate with other members of the care team for better patient outcomes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are flexible, allowing you to route calls to other numbers after-hours<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are easy to use, so that providers and staff can quickly start offering telehealth services<\/span><\/li>\n<\/ul>\n<h2><b><img decoding=\"async\" class=\"aligncenter size-full wp-image-47270\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/telehealth-payers-1.jpeg\" alt=\"RingCentral for Healthcare\" width=\"930\" height=\"521\" \/>Reimbursement for telehealth services<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As mentioned earlier, telehealth services weren\u2019t in high demand before 2020, and\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/7-telehealth-challenges-for-healthcare-organizations-and-how-to-overcome-them\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">healthcare payers didn\u2019t cover many types of telehealth appointments<\/span><\/a><span style=\"font-weight: 400;\">. What they did cover wasn\u2019t reimbursed at the same rate as an in-person visit.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, as telehealth services are now the norm, telehealth reimbursements have changed significantly. Medicare, Medicaid, and other payers now reimburse telehealth services at the same rate as in-office visits.<\/span><\/p>\n<h3><b>How should reimbursement be calculated for virtual care?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The rising demand for telehealth services means that telehealth reimbursements will become an issue going forward. For providers to continue offering telehealth services, they need telehealth reimbursements.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the summer of 2020, the Centers for Medicare and Medicaid Services announced it sought public input on\u00a0<\/span><a href=\"https:\/\/mhealthintelligence.com\/news\/cms-proposes-expanding-telehealth-reimbursement-after-covid-19\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">which telehealth services should be covered permanently<\/span><\/a><span style=\"font-weight: 400;\">. The American Medical Association has seen\u00a0<\/span><a href=\"https:\/\/www.ama-assn.org\/practice-management\/digital\/telehealth-s-post-pandemic-future-where-do-we-go-here\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">most state-regulated health plans provide coverage parity<\/span><\/a><span style=\"font-weight: 400;\"> for telehealth services. Additionally, the FCC offered a\u00a0<\/span><a href=\"https:\/\/www.fcc.gov\/covid-19-telehealth-program#:~:text=The%20COVID%2D19%20Telehealth%20Program,to%20the%20COVID%2D19%20pandemic.\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">telehealth reimbursement program<\/span><\/a><span style=\"font-weight: 400;\"> to providers setting up telehealth services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Providers would like to see telehealth reimbursements at the same rate as in-person visits. Telehealth payers, on the other hand, would like to see\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/payers-look-to-telehealth-to-mitigate-rising-healthcare-costs-in-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">low telehealth costs<\/span><\/a><span style=\"font-weight: 400;\">. How can providers receive fair telehealth reimbursements, while payers see cost savings?<\/span><\/p>\n<h3><b>Boosting collaboration between providers and telehealth payers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">To ensure that telehealth reimbursements are calculated correctly, telehealth payers and providers must communicate clearly and effectively. The best way to do that is to utilize a telehealth communications platform.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A telehealth communications platform enables clear and effective communication between telehealth payers and providers through:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Multiple communication channels: email, phone, text, and video conference<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Secure information sharing\u2014they\u2019re HIPAA-compliant<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">File sharing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ease of use, so no one has to be a technical specialist to utilize these platforms<\/span><\/li>\n<\/ul>\n<h2><b>Answering two questions with a single solution<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">These two questions deal with different topics within healthcare\u2014the first question is specifically about telehealth services, while the second question involves telehealth reimbursements. Yet, the same solution\u2014a telehealth communications platform\u2014meets both needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A telehealth communications platform enables providers to deliver telehealth services to patients (as well as to coordinate with members of a care team). It also enables them to collaborate with telehealth payers to ensure that telehealth reimbursements meet the needs of both parties.<\/span><\/p>\n<h3><b>What the future holds for telehealth services<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As we begin our long journey to national and global recovery, in-person appointments will be possible once more. However, the demand for telehealth won\u2019t disappear.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What will enable providers to continue delivering telehealth services is a\u00a0<\/span><a href=\"https:\/\/www.medicaleconomics.com\/view\/digital-doctors-what-role-will-telehealth-play-after-covid-19-\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">regulatory mandate<\/span><\/a><span style=\"font-weight: 400;\">. This regulatory mandate must put, at the very least, these two factors into place:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Fair telehealth reimbursements for providers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Privacy rules that protect patient and provider information<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">As legislators discuss these topics, it\u2019s critical that providers and telehealth payers prepare themselves for what the future may hold. Putting a telehealth communications platform in place now allows providers to continue delivering telehealth services. It also makes collaborating with telehealth payers in a simple, secure manner possible.<\/span><\/p>\n<h2><b>RingCentral\u2019s robust telehealth communications platform helps you prepare for the future of healthcare<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The future of healthcare looks like it will include telehealth services. RingCentral\u2019s market-leading telehealth communications platform facilitates telehealth services as well as greater collaboration between providers and telehealth payers. <\/span><a href=\"https:\/\/www.ringcentral.com\/payers\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Find out how.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Over the past several years, telehealth services have grown in popularity, and the global health crisis of 2020 significantly accelerated the usage of telehealth. Now, it appears that telehealth services will be a permanent part of the healthcare landscape. This raises two questions as we begin the long journey toward recovery: What types of services &#8230;<\/p>\n","protected":false},"author":292,"featured_media":47271,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18674],"tags":[33283,34467,34466,17766],"class_list":["post-47268","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-healthcare","tag-telehealth-costs","tag-telehealth-payers","tag-telehealth-reimbursements","tag-telehealth-services"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v28.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>2 questions payers must answer as telehealth becomes standard | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Find out the answer to these 2 questions for telehealth payers and how RingCentral&#039;s communication 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