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Best practices for healthcare staff while using a telehealth platform

Best practices for healthcare administrative staff using telemedicine software

As a member of a healthcare organization’s or clinic’s administrative team, administrators are often one of, if not the, first point of contact for new and existing patients. 

Knowing how to best incorporate telemedicine software means that administrators play an important role in ensuring patients are not only ready to get started, but comfortable with the technology.


We’ve put together some best practices and other information for healthcare administrators to keep in mind when interacting with patients who are getting started with telemedicine software. about getting started. 

  • Let patients know what to expect from the telemedicine software. For example, when using OnCall Health it’s important to let patients know to expect an e-mail invitation once their appointment is scheduled. Patients will be prompted through several steps designed to prepare them for the upcoming appointment, including testing their webcam and microphone, and securely providing their payment information. When a patient knows what to expect there’s a much better chance of them having a successful telemedicine experience. 

  • Give advance notice. When possible, schedule the appointment at least 24 hours in advance. This provides the patient with plenty of time to familiarize themselves with this new process and ask questions. Avoid stress at the time of the appointment by allowing them to speak to OnCall’s tech support team to ensure their technology is set up accordingly for their appointment. There may be some advanced setup required so setting aside 5–10 minutes the day before the appointment can help things run more smoothly at appointment time.

  • Provide additional support resources. Patients may have questions between the appointment being scheduled and when it takes place. When partnering with a telemedicine software vendor, be sure that they offer support not only for administrative and clinical teams but for your patients as well. Telemedicine software like OnCall Health has a self-guided online support forum for patients who prefer to look for solutions on their own.

  • Once completed, confirm that the next appointment has been scheduled. Typically, organizations maintain the same process for scheduling follow up telemedicine appointments as they would for in person appointments. If it’s up to the healthcare provider, ensure they’ve settled on a date and time, and scheduled the appointment in the platform.