Virtual visits have demonstrated solid potential to expand access, reduce in‑office congestion, and support continuity of care, but implementing these tools successfully relies on careful planning and strategy.

As virtual care becomes a new staple of modern healthcare delivery, practices find themselves navigating operational and engagement challenges that traditional office systems were never designed to address. It’s true; virtual visits have demonstrated solid potential to expand access, reduce in‑office congestion, and support continuity of care, but implementing these tools successfully relies on careful planning and strategy. 

If your practice is looking to scale up its virtual care offerings, here are five factors to consider.

First and foremost, seamless integration with existing workflows and electronic health records (EHRs) is critical. Many practices already juggle multiple platforms such as scheduling tools, billing systems, patient portals, and the EHR itself. Introducing telehealth without integrating into those systems can create data silos and inefficiencies. 

Many organizations have observed that bi-directional integration can lead to fewer documentation errors and reduced administrative overhead. To avoid duplicative data entry and ensure a smooth patient experience, invest in a telehealth platform that exchanges visit notes, billing codes, and patient histories in real time. Before launch, map out the entire patient journey – from appointment scheduling, through virtual check‑in and the video consultation itself, to follow‑up and billing – so every team member understands which steps occur virtually and which require in‑person interaction.

Second and equally important is staying ahead of the ever‑evolving compliance and reimbursement landscape. Federal waivers enacted during the Covid-19 pandemic have opened doors for virtual care, but many are scheduled to expire or be modified (Opens in a new window). Practices need to remain agile to ensure they capture appropriate reimbursement without risking compliance.

At the state level, licensure rules, prescribing regulations, and originating site requirements vary, so regularly consulting resources such as the Center for Connected Health Policy is essential. Practices must also verify payer policies to ensure that virtual services qualify for reimbursement at parity with in‑person visits. Finally, meticulous documentation, capturing visit start and end times, the virtual modality used, and the clinician’s location, is indispensable for passing audits and maximizing revenue.

While integration and compliance are foundational, none of it matters if staff aren’t fully prepared to support virtual care. Front‑desk and clinical teams play a pivotal role in guiding patients through new technologies, troubleshooting connection issues, and managing virtual‑visit workflows. A simple, intuitive platform makes onboarding easier, but it’s only half the battle. Practices should provide hands‑on training, clear step‑by‑step guides, and ongoing technical support to ensure staff can confidently assist patients with everything from logging in to handling insurance eligibility checks remotely. When staff feel empowered, they can deliver a smoother, more consistent virtual experience that builds patient trust and satisfaction.

Beyond administrative readiness, preserving clinical quality and continuity of care is paramount. Virtual visits should be integrated into a broader, hybrid model rather than acting as isolated encounters. Telehealth is highly effective for routine medication refills, mental health check‑ins, and postoperative wound inspections, but certain conditions, such as acute chest pain or complex physical exams, necessitate in‑person assessment.

 Developing clear clinical guidelines and decision pathways allows providers to match each patient’s needs with the appropriate care setting. After every virtual encounter, automated reminders can prompt patients to complete lab work or follow up with secure messaging, seamlessly incorporating remote monitoring data into the EHR.  A Mayo Clinic study found that synchronized virtual and in-person approaches improve hypertension control by 20% (Opens in a new window)compared to in-person only care. 

Finally, optimizing patient engagement and experience ensures that virtual care delivers value for both sides of the appointment. Though digital visits offer convenience, they can feel impersonal unless thoughtfully executed. Practices should simplify virtual check‑in by offering online scheduling and pre‑visit intake forms, allowing patients to complete paperwork at their own pace. Transparent communication about out‑of‑pocket costs, through clear estimates during scheduling and flexible payment options like credit‑card‑on‑file, prevents surprise bills that erode trust. 

Collecting feedback after each virtual visit via brief satisfaction surveys helps identify technical glitches or communication gaps, enabling continuous improvement. A recent Surescripts study noted that 50% of patients feel more engaged (Opens in a new window)when care teams proactively share test results or care plans via a portal. This clearly highlights the importance of providing ongoing virtual touchpoints beyond the video call.

Expanding virtual care presents an opportunity to enhance access, streamline operations, and deliver more patient‑centered services. Yet success hinges on thoughtful implementation: integrating telehealth into existing systems, maintaining compliance, investing in staff training and support, preserving clinical quality, and prioritizing engagement. 

By addressing these considerations head‑on, practices can build a robust hybrid care model that meets the evolving needs of patients and providers alike, offering the convenience of virtual visits alongside the trusted relationships and hands‑on care that define modern medicine.

Photo: elenabs, Getty Images

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Hari Prasad(Opens in a new window)

Hari Prasad (Opens in a new window)is Founder and CEO of Yosi Health (Opens in a new window), a leading provider of digital front-door automation solutions, He brings over a decade of experience in transforming practice workflows to improve access and patient engagement.

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