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New to Telehealth? Start Here!

Getting Started with Telehealth

If you’re a provider looking to start or integrate a California-based telehealth program, CTRC offers a comprehensive range of unbiased insights, no-cost educational tools, resources, and consultative services. We help you to avoid time-consuming missteps.

We have specialized expertise supporting community health care sites, rural providers, and underserved and marginalized populations.  You need to understand when you’re on track and when you need to adjust – we’ll show you how.

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Telehealth Overview

Types of Telehealth

At CTRC, we work with the four most common types of telehealth. Each may be reimbursed differently by various state Medicaid programs and private insurers:

  • Live Videoconferencing (Synchronous): Real-time, two-way, technology-enabled interaction between a patient and a provider
  • Store-and-Forward (Asynchronous): Electronic transmission of recorded patient health history to a practitioner, who uses it to provide a service outside of real-time patient interaction
  • Remote Patient Monitoring (RPM): Using electronically transmitted medical data to help patients track chronic conditions, learn about treatment options, and take a more active role in treatment
  • Mobile Health (mHealth): Health care and public health education via mobile communication devices such as cell phones or tablets

Telehealth Overview

Types of Telehealth

At CTRC, we work with the four most common types of telehealth. Each may be reimbursed differently by various state Medicaid programs and private insurers:

  • Live Videoconferencing (Synchronous): Real-time, two-way, technology-enabled interaction between a patient and a provider
  • Store-and-Forward (Asynchronous): Electronic transmission of recorded patient health history to a practitioner, who uses it to provide a service outside of real-time patient interaction
  • Remote Patient Monitoring (RPM): Using electronically transmitted medical data to help patients track chronic conditions, learn about treatment options, and take a more active role in treatment
  • Mobile Health (mHealth): Health care and public health education via mobile communication devices such as cell phones or tablets

Provider Benefits of
Implementing a Telehealth Program

Advances New Models

With telehealth, clinicians can extend their patient base beyond brick-and-mortar facilities—offering more convenient hours and providing more flexible, responsive patient follow-up care.

Boosts Patient Engagement

Today, telehealth is being used to monitor chronic conditions from the comfort of a patient’s own home. Remote teams can act as consultative coaches who engage each patient in their unique health care journey.

Expands Health Care Access

Telehealth can be used to reach patients in rural areas, or those outside normal care delivery systems. It’s a valuable tool that assists with diagnosis, follow-up treatment, and ongoing patient education.

Improves Clinical Workflows

Telehealth can help facilitate faster care delivery. It lets physicians triage each case—capturing and storing patient data to enhance communication, and improve decision-making. Over time, this often increases patient trust and may even boost satisfaction scores.

Increases Practice Revenue

Telehealth may reduce overhead costs per visit, because it’s a highly efficient care model for both patient and provider. Physicians can often bill for uncompensated phone calls, while simultaneously extending hours to expand billable time. Telehealth cuts down on appointment no-shows, and can often provide a competitive advantage by attracting/retaining a broader range of patients.

Enhances Quality of Care

Telehealth can improve service delivery and treatment follow-through for acute conditions—especially in rural or remote settings. It may also reduce unnecessary ER visits, helping more patients comply with treatment protocols by eliminating the need to travel long distances.

Getting Started with

Telehealth

These trusted and time-tested telehealth resources help get your program underway, and keep it running smoothly. Find tips, tools, and templates that can boost patient engagement, increase practice efficiency, simplify staffing decisions, improve daily workflows, facilitate credentialing, and much more.

14 Mar

AI Policy Corner: Potential Future Implementation Requirements

Keeping up with AI in California: 2025 Bills Authored By: Rebekah Glick (March 13, 2025) In a rapidly evolving

0 comment / 2021 Courses,Artificial Intelligence,Blog,COVID-19 Reimbursement,Emergency Response: Program Survival,Getting Ready,Managed Care Plans,News,Training,Updated Overhead Navigation: Grow Your Program / Read More
21 Mar

How to Avoid Mistakes When Choosing & Implementing Technology

This guide outlines how to avoid the common mistakes of choosing and implementing telehealth technology. Click to Download

Comments are Closed / Featured,General Tools,Getting Ready / Read More
What Is Telehealth?
15 Jan

What Is Telehealth?

Get better acquainted with telehealth, the way it works, what makes it different, and everything it offers. View some insightful videos, too! Click the link to get started.

Comments are Closed / Featured,Get Started,Getting Ready / Read More

Getting Started with

Understanding Roles

Staffing represents a sizable cost component of any telehealth program. But make no mistake: Your skilled team ultimately determines your level of program success. Use these helpful resources to get acquainted with common telehealth roles and functions.

Common Integration Barriers
15 Jan

Common Integration Barriers

Learn to recognize and avoid common roadblocks when planning or implementing your telehealth program. This no-cost guide helps you make smarter choices.

Comments are Closed / Get Started,Understanding Roles / Read More
20 Questions to Ask a Specialty Service Provider
14 Jan

20 Questions to Ask a Specialty Service Provider

Finding telehealth specialty service providers isn’t as tough as it used to be. Download and review this no-cost guide BEFORE signing a contract.

Comments are Closed / Get Started,Understanding Roles / Read More
Webside Manner Guide (OCHIN)
14 Jan

Webside Manner Guide (OCHIN)

Providers with a great bedside manner help patients feel more comfortable and reassured. Don’t underestimate the impact of your interpersonal skills—get proven pointers here.

Comments are Closed / Get Started,Understanding Roles / Read More
Telehealth Physical Exam Fact Sheet
14 Jan

Telehealth Physical Exam Fact Sheet (Caravan Health)

Conducting a physical exam using telehealth equipment requires a few modifications. Use this Fact Sheet to make sure your patient visits are thorough, insightful, and efficient.

Comments are Closed / Get Started,Understanding Roles / Read More
Sample Telemedicine Job Descriptions
13 Jan

Sample Telemedicine Job Descriptions

Your staff has a measurable impact on the success of your telehealth program. Use this Job Description overview to make more informed choices, at any stage of your hiring process.

Comments are Closed / Get Started,Understanding Roles / Read More
Telehealth Marketing Plan
08 Jan

Telehealth Marketing Plan

Develop a more effective telehealth marketing plan with this popular no-cost guide. It provides a handy template that you can quickly adapt to suit your specific needs.

Comments are Closed / Get Started,Understanding Roles / Read More

Getting Started with

Implementation Tools

These trusted, time-tested telehealth resources help get your program underway. Use these guides and tools to implement your program with greater success.
22 Feb

TTAC: Direct to Consumer Toolkit

The National Telehealth Technology Assessment Center’s Direct to Consumer Toolkit has been updated (Feb 2025) There is a growing

0 comment / Implementation Tools,Providers / Read More
03 Apr

California FQHC Alternative Payment Model – CHCF

The California Federally Qualified Health Center Alternative Payment Model (FQHC APM) is a proposed initiative of the California Department of Health Care Services (DHCS).

0 comment / Featured,General Tools,Get Started,Grow Your Program,Implementation Tools,Ongoing Training & Insight,Providers,What's New / Read More
27 Sep

Telehealth & Disability: Recommendations For Providers

This factsheet provides recommendations for providers when treating patients with disabilities via telehealth. It includes both general recommendations for providers as well as specific tips when treating patients who are deaf or have hearing loss, patients who are blind or have vision loss, and patients with physical/developmental disabilities.

Comments are Closed / Featured,General Tools,Get Started,Implementation Tools,Ongoing Training & Insight,Promising Practices,What's New / Read More
30 Aug

Virtual Care Security Tips for Providers

Virtual care offers many benefits, but it can also increase exposure to cyberthreats. These tips can help keep PHI secure.

Comments are Closed / Featured,General Tools,Get Started,Implementation Tools / Read More
30 Aug

Remote Patient Monitoring Toolkit

This toolkit is intended to help California providers and patients optimize RPM for better, more accessible care. Practices that embrace RPM technologies today, will be well positioned to leverage eminent powerful advances that build on RPM to transform care as we know it.

Comments are Closed / Featured,Get Started,Grow Your Program,Guidelines and Toolkits,Implementation Tools,RPM,What's New / Read More
AAFP Toolkit: Building and Growing a Sustainable Teleheath Program
08 Jan

AAFP Toolkit: Building and Growing a Sustainable Teleheath Program

Developing and implementing a successful telehealth strategy demands a clear understanding of current regulations—and the skills to formulate effective strategies. Take advantage of these insights.

Comments are Closed / Get Started,Implementation Tools / Read More
FQHC Remote Patient Monitoring Toolkit
08 Jan

FQHC Remote Patient Monitoring Tips for Success

If you’re a federally qualified health center (FQHC), this is the specialized resource you need. It covers program administration, return on investment, sustainability, EHR integration, staffing, training, equipment, and more.

Comments are Closed / Get Started,Implementation Tools,RPM / Read More
Telehealth Implementation Workshops
08 Jan

Telehealth Implementation Workshops

Learn from recognized telehealth experts in your area! These half-day interactive sessions provide step-by-step guidance that help you develop a successful telehealth program. Get details here.

Comments are Closed / Get Started,Implementation Tools / Read More
CMS Telemedicine Toolkit
08 Jan

CMS Telemedicine Toolkit

During the COVID-19 pandemic, the Centers for Medicare & Medicaid Services (CMS) broadened access to Medicare telehealth services. Find out what Medicare pays for here.

Comments are Closed / Get Started,Implementation Tools / Read More

Getting Started with

Workflows

It really pays to review these sample workflows as you get started. Use them to save time, increase efficiency, and implement your program more effectively. They’re a great starting point for developing your own operational protocols over time.

21 Jan

Crisis Management Workflow

Workflow tends to vary from one practice to another, but this step-by-step illustration provides a general overview of a crisis care management workflow.

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UMTRC Patient-to-Provider Workflow
14 Jan

UMTRC Patient-to-Provider Workflow

Workflow often varies from one practice to another, but this helpful illustration provides a general overview of the telehealth process.

Comments are Closed / Get Started,Workflows / Read More
Clinic-to-Clinic Specific Workflow
14 Jan

Clinic-to-Clinic Specific Workflow

Workflow tends to vary from one practice to another, but this step-by-step illustration provides a general overview of the clinic-to-clinic telehealth process.

Comments are Closed / Get Started,Workflows / Read More
Clinic-to-Patient Specific Workflow
14 Jan

Clinic-to-Patient Specific Workflow

Workflow may vary from one practice to another, but this detailed illustration gives you a useful overview of the clinic-to-patient telehealth process.

Comments are Closed / Get Started,Workflows / Read More
eConsult Workflows
14 Jan

eConsult Workflows

Here’s another useful flow chart that helps you understand how a standard eConsult takes place. Adapt these insights to your own unique practice.

Comments are Closed / Get Started,Workflows / Read More
Sample Workflows
14 Jan

Sample Workflows

These helpful workflow illustrations can be easily adapted to reflect your own organizational preferences and processes.

Comments are Closed / Get Started,Workflows / Read More
GeneralWorkflows
14 Jan

General Telehealth Workflows

Download these useful no-cost workflow illustrations, and start adapting them to your own organizational processes.

Comments are Closed / Get Started,Workflows / Read More
Video: Mapping and Designing Telehealth Clinic Workflows
14 Jan

Video: Mapping and Designing Telehealth Clinic Workflows

Workflow mapping helps any organization visualize its process—and identify areas for improvement. Learn how to develop your own diagrams!

Comments are Closed / Get Started,Workflows / Read More
Documenting Workflows for Telehealth Services
14 Jan

Video: Documenting Workflows for Telehealth Services

Learn to document your own insightful workflows. Then use those charts as teaching tools to improve team confidence and performance.

Comments are Closed / Get Started,Workflows / Read More

Getting Started with

Sample Forms & Guidelines

It really pays to review our curated selection of sample forms and guidelines. Some are developed by our own CTRC experts. Others are shared here as a convenient resource. Use them to save time, avoid headaches, and implement your program more effectively.

09 Nov

Guidance on Nondiscrimination in Telehealth

This document from the U.S. Department of Health & Human Services provides patients with guidance on nondiscrimination in telehealth.

Comments are Closed / Guidelines and Toolkits,Ongoing Training & Insight,Sample Forms and Guidelines,State & Federal Policies,What's New / Read More
15 Jan

Live Video Telemedicine Consult Referral Request Form

CCHP’s three-year Specialty Care Safety Net Initiative (SCSNI) project connected 43 safety net health centers across California.

Comments are Closed / Get Started,Sample Forms and Guidelines / Read More
15 Jan

Pediatric NEUROLOGY Telemedicine Program Referral Guideline for Live Video

View this listing of clinical conditions appropriate for telehealth pediatric neurology consultations.

Comments are Closed / Get Started,Sample Forms and Guidelines / Read More
AHIMA Policy and Procedure Template
15 Jan

AHIMA Policy and Procedure Template

This document helps you provide patients with more efficient telehealth clinical diagnostics and treatments services.

Comments are Closed / Get Started,Sample Forms and Guidelines / Read More
Sample Clinic Telemedicine Policies and Procedures
15 Jan

Sample Clinic Telemedicine Policies and Procedures

Give patients in rural areas real-time access to specialized care using your telehealth services.

Comments are Closed / Get Started,Sample Forms and Guidelines / Read More
Telehealth Consent Forms (English and Spanish)
15 Jan

Telehealth Consent Forms (English and Spanish)

Telehealth involves the use of audio, video, and/or other electronic communications to serve patients. See a sample patient consent form.

Comments are Closed / Get Started,Sample Forms and Guidelines / Read More
Policy and Procedure Guidelines
08 Jan

Policy and Procedure Guidelines

This document helps you facilitate a quality telehealth experience between patients and practitioners.

Comments are Closed / Get Started,Sample Forms and Guidelines / Read More

Getting Started with

Credentialing

Credentials are documented evidence of licensure, training, and specialized expertise. The resources included here make it easier to obtain, verify, and assess the qualifications of any telehealth practitioner.

Telehealth Credentialing and Privileging Checklist
14 Jan

Telehealth Credentialing and Privileging Checklist

Consult this checklist to better understand telehealth credentialing and privileging guidelines.

Comments are Closed / Credentialing,Get Started / Read More

Common Questions Patients May Ask

Q: What kinds of equipment are used to facilitate telehealth services?

A: Typical equipment includes computers with cameras, smartphones, or tablets. Connectivity options include cellular or Wi-Fi.

Q: Is my personal information safe and secure?

A: Yes! Your personal health care information is always safe and secure whenever you have a telehealth visit. Every health care organization protects all details related to you, and telehealth is no different. If you’re worried about privacy, just ask your provider what steps they take to safeguard your important medical information.

Q: Does my health plan cover telehealth services?

A: Many do. Check with your plan directly for insights or referrals. Or, visit findahealthcenter.hrsa.gov

Q: I speak a different language. Can I still get care?

A: Absolutely. All health plans are required to provide you with assistance in your native language. This might mean sending an interpreter in person for the visit. It could also mean bringing an interpreter into the visit virtually. Check with your health plan member services representative to discuss available options.

Q: Got any tips to help my telehealth visit go smoothly?

A: Try these suggestions:
• Make sure everyone who’s part of the visit is in the room (or at least introduced) when the visit starts.
• Use the best camera you have.
• Adjust your camera so it’s at eye-level.
• Keep your face centered on-screen.
• Conduct your visit in a quiet, private space.
• If there are windows in the room, keep them behind your device—not behind your back.
• Don’t eat or drink during your visit.
• Have a pen and paper handy to take notes.

Success Stories

The success stories on this page illustrate how telehealth can literally change lives. It improves patient awareness, enhances clinical efficiency, reduces care-related costs, and more. It can also make a dramatic difference for underserved and marginalized patient populations.

Use these inspiring examples as a blueprint for your own California-based telehealth program. Got a Success Story of your own? Share it with us!

SHARE YOUR STORY
READ ALL STORIES
Video: Telehealth Success in a School-Based Setting
08 Apr

Video: Toby’s Story; Patient and Family Perspective

Telehealth has been happening in some form or another for over 20 years, but the COVID-19 pandemic caused the

Comments are Closed / Success Stories,What's New / Read More
Video: Telehealth Success in a School-Based Setting
08 Apr

Video: Toby’s Story; Telehealth Success with ABA Services

Telehealth has been happening in some form or another for over 20 years, but the COVID-19 pandemic caused the

Comments are Closed / Success Stories / Read More
02 Apr

Video: Jill’s Story

Jill Hill is a patient at Chapa-De Indian Health, one of the health centers participating in the Sustainable Models

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Questions? We Can Help!

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California Telehealth Resource Center

The California Telehealth Resource Center (CTRC) is a leading source of knowledge and education for telehealth providers, patients, and safety net populations across California. A proud part of the National Consortium of Telehealth Resource Centers.

Phone: (877) 590-8144

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The California Telehealth Resource Center (CTRC) and all resources and activities produced or supported by the CTRC are made possible by grant number U1UTH42520-01-01 from the Office for the Advancement of Telehealth, Health Resources and Services Administration, DHHS. This information or content and conclusions are those of the CTRC and should not be construed as the official position or policy of, nor should any endorsements be inferred by HRSA, HHS, or the U.S. Government. The information and tools presented on the California Telehealth Resource Center’s (CTRC) website are intended for general information purposes only and are not intended or implied to be a substitute for professional legal and billing advice. We recommend discussing billing and legal decisions with your organization’s compliance officer to ensure agreement or consulting with an attorney regarding any legal issue. All materials are strictly for informational and educational purposes only.
  • About CTRC
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        • Digital Health Services Payment Guide Door 1
        • CTRC Digital Payment Guide – Door 2
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