SOP
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      Kareo Telehealth (formerly Telemedicine)

      This SOP provides the general requirements to activate this feature in the Kareo Web Application and to process encounters once received from the provider.

      SUPPORT

      If your customer is already using Telemedicine and need help with the new Telehealth feature please create a Data Service ticket for assistance to switch client from Telemedicine (through Chiron) to Kareo Telehealth. These requests go direct to Kareo via Sarah.Ford@kareo.com 

      CUSTOMER REQUEST: Please have customer send email to PMBSUPPORT@HPIINC.COM which will create a Hubspot ticket for assistance  OR they can contact Kareo support for help if needed. 

      HEALTH PRIME STAFF REQUEST: If you are submitting on behalf of your customer for "Telehealth" activation, DO NOT send to above email. Please create request using a Data service ticket to notify Kareo support. 

      IMPORTANT- NEW Kareo Telehealth Customers

      ALL requests for NEW or switch to Kareo telehealth will need to be submitted directly to Kareo using a Data Service Ticket. and appropriate email template found in the Data Service folder titled "Kareo Telehealth Activation Request"

      Kareo will work directly with the customer to get Telehealth activated.

      To send informational links to your customer user the template folder in Hubspot Kareo Telehealth→ and select one (both are about the same)

      Overview:

      KAREO TELEMEDICINE IS STILL AVAILABLE THROUGH MARCH 2021 BUT WILL BE RETIRED. KAREO NOW OFFERS "TELEHEALTH" AND IS THROUGH KAREO (NO THIRD PARTY)

      Note: Pricing is a bit different at $50 per provider per month.

      Customer Facing details:

      FAQ https://helpme.kareo.com/Kareo_Telehealth/Kareo_Telehealth/Telehealth_FAQs  

      Demo video: Schedule Telehealth Appointment  

      Demo video: Complete Telehealth Appointment 

      For a live demo please have clients book using the below link:

      https://hello.kareo.com/c/SarahFord 

      ALSO SEE HELP PAGES: https://helpme.kareo.com/Kareo_Telehealth 

      Process:

      Pricing: Per Provider per month (Month to Month)

      • $50 per month per provider for unlimited encounters

      Step 1:  Activation Requests (Handled by Kareo Support)

      All requests to activate this feature can be submitted to Kareo support (HPIsupport@kareo.com) using the Data Service ticketing process and Kareo Telehealth Activation Request email template. 

      Coding for Telemedicine

      1. Telemedicine appointments are billed just like an office visit. 
      2. Two out of the three of the following components are required to file a claim for an established patient using a telemedicine encounter
          1. History
          2. Physical Exam (visual exams typically not needed for billing requirements)
          3. Medical decision making
        2. All three of the following components are required to file a claim for a new patient using a telemedicine visit
          1. History
          2. Physical Exam (visual exam needed for billing requirements)
          3. Medical decision making

      Billing for Telehealth in Kareo

      1. From the desktop application locate the draft encounter.
      2. This draft encounter will include the following:
        1. Patient
        2. Case (if available)
        3. Patient Payment(if collected)
        4. Memo indicating that payment was taken as a telemedicine payment
        5. CPT place holder
        6. Diagnosis Code(XXXX.00)
        7. Medical Office Notes (PMB Required) includes billing details around telemedicine-specific eligibility check performed, to assist with the coding of the visit
      3. Any missing demographic information will require creation of a billing task to the practice for them to provide details needed to submit a claim.
      4. It is HIGHLY recommended that you discuss with your practice at the time of activation how these visits will be coded since all telemedicine visits come to the billing with a place holder CPT code.
      5. All Telemedicine visits will need to be coded once they arrive in the draft bucket.

      Offshore Charge Team Process

      1. Review of Draft Encounter
        1. Demographics should be complete, and eligibility verified to ensure proper claim routing.
          1. If ineligible or demos missing please create billing task for practice asking for what you need.
        2. CPT in encounter form will default to a placeholder code that is invalid
          1. Check CBR for charge rules to convert this CPT to E/M code, if not found then
          2. Check “medical office notes” in the encounter for coding details, if not found then
          3. Create billing task for the practice to clarify CPT they could like used on the encounter.
        3. Ensure POS is accurate per any CBR rules or payer specific guidelines 
        4. Post any payment received at time of service to the encounter
          1. NOTE: even if visit was “paid in full” you will need to submit the claim to the insurance carrier if there is one listed.

      IMPORTANT:  Customer Support for Kareo Telehealth feature 

       You will need to submit a support ticket direct to Kareo using a Data Service Ticket- Kareo Software Support 

      ALL Software support requests go to hpisupport@kareo.com