FAQs

Getting Started
Billing and Reimbursement
Cross-State Licensing
Troubleshooting 

Getting Started 

I'm a clinician, how do I get started? 

Find out if your clinic is already offering Video Visits with other providers. Set up your Zoom account by using these instructions. If your clinic has a superuser, they can train you, or you can receive training by contacting the TRC. 

If your clinic isn't offering Video Visits, you and/or your clinic manager should contact the TRC to get started.

I'm a clinic staff member, how do I get started?

Set up your Zoom account by using these instructions. Work with your clinic manager to be trained on local workflows. You may find it helpful to consult the tipsheet for schedulers, or the tipsheet for MAs.

I need the latest version of an instructional document/clinic resource, where can I find it?  

You can find the latest version of provider, clinic, and patient documentation in our document library.

Billing and Reimbursement

What CPT codes are used for video visits?

Video visits use standard office visit E/M codes; there are no CPT codes specifically for telehealth.  Behavioral health encounters use normal outpatient behavioral health codes.  If you anticipate using codes for other services provided during video visits, please contact the TRC for specific information.   

What if the insurance carrier says that it doesn’t pay for telehealth – will I still get paid?

Yes, providers at UCSF MC receive wRVUs for participation in video visits.California's telehealth parity law requires that private payors cover services provided via telehealth if the equivalent in-person service is covered, so denials from insurance carriers should be rare events.  Medicare, which is not subject to California law, does not reimburse for telehealth visits provided to a patient's home.  You may still offer telehealth to Medicare patients; the UCSF Medical Center Telehealth Services Policy states that these charges will be adjusted off, the patient will not be billed and the provider will still receive wRVUs.

My patient called and said they received a bill – what should I do?

If the patient received a statement from UCSF, email the encounter information to our office and we will determine if payment is owed. If the document received is an Explanation of Benefits, from Medicare or any other insurance carrier, indicating “patient responsibility,” unless the patient receives a bill there is no patient liability.

Cross-State Licensing

Can I conduct a Video Visit with a patient outside California?

Not at this time. However, if you are concerned about abandoning a patient, please contact us.

Troubleshooting

Our clinic is having workflow issues, how can we improve our visits? 

The Telehealth Resource Center is available to help!  You can find the latest version of workflows for Video Visits in our document library. While the workflows are meant to encourage standard work across UCSF clinics, the options presented may not work for every clinic flow and patient population. If you're noticing bottlenecks at any point of the Video Visit process, please contact us to arrange a meeting and discuss experimental options. 

My patients are often having issues with their audio and/or video at the time of the meeting, do you have any tips? 

Audio: When patients enter the meeting, they'll need to choose how to connect to audio. Please make sure they tap the audio icon and select Call using Internet AudioCall via Device Audio, or Join Audio Conference by Computer (dependent on device). If you still cannot hear the patient, you can invite them via phone to the meeting by clicking Invite, then Invite by Phone.  

Video: The most common issue is patient video not being on when they enter the meeting, which you can fix by clicking Manage Participants, then More by the patients device name, then Ask to Start Video. If the patients video appears all black rather than showing a name, their video is probably on, but they may have their webcam covered. If the patient does not appear to be in your meeitng at all, but insists they are on Zoom, please make sure you are using the same meeting ID.