eClinicalWorks TeleVisits: Frequently Asked Questions

As COVID-19 continues to spread in the United States, the CDC has called on medical providers to expand their use of telehealth services to continue treating patients while also preventing the spread of the coronavirus. If your practice is using the eClinicalWorks EHR, TeleVisits is a convenient and secure feature that you can start using today. In this article, we will address some common questions associated with eCW TeleVisits.


Is the TeleVisits feature through eClinicalWorks healow HIPAA compliant? 

Yes, eClinicalWorks TeleVisits is HIPAA compliant.


Are there computer requirements for my practice to use TeleVisits?

Yes, each computer will require a camera and microphone installed in order to conduct TeleVisit.

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Note: The EXE version of eCW requires an additional step in order to connect the healow application to the software.

Once the healow TV agent is downloaded, the healow Agent Setup window will display.  Select browse and locate the eclinicalworks.exe file on the computer. Select Next.

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What are the costs for a practice using eClinicalWorks TeleVisits?

There are two options for eClinicalWorks TeleVisits. The first option is to pay $50 per month for 250 minutes. This can be used by all providers and must be selected if the practice is using H2H.

The second option is to pay $2 per visit.

Due to COVID-19, for March through June 2020, the healow telehealth solutions package will be capped at $100 x the number of provider(s) per month. eClinicalWorks will bill either the healow telehealth solution pricing selected by the customer or the number of providers x $100 per month, whichever is less.


What is H2H?

H2H is Hello2Healow another option to assist providers with telehealth.  H2H is currently in the pilot stage. If a practice is interested in participating in the H2H pilot program, please open a ticket with eClinicalWorks.


How do I activate eClinicalWorks TeleVisits?

In eClinicalWorks, navigate to Admin > Product Activation > TeleVisit

Next, you will need to register each provider.

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Note: with update this option looks different adding the “manage” button to choose either TeleVisit or H2H.


How do I set up TeleVisits?

The practice will need to add a Visit Code for the TeleVisit and select “Healow TeleVisit” option.

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Is there a digital consent form available?

There are digital consent forms available. You will need to open a ticket with eClinicalWorks to request a consent form for telehealth to be added to your database.


How do I locate the Consent Form Upload?

EMR >> healow band >> Admin dashboard >> TeleVisit consent form. (for Web EMR)

EMR >> Admin >> Patient portal settings >> Admin dashboard >> TeleVisit consent form. (for EXE)


Note: The practice needs to add the consent form manually from their side, currently we do not have any template present


Where can I set our practice Telehealth Consent in my eCW system?

As per above path you should be able to find the Telehealth consent form . In Q2 2020, eClinicalWorks will introduce the ability for you to set and manage your practice consent forms without the help of support. eClinicalWorks will update with documentation and videos once this new feature is available.


Can I have more than one Telehealth Consent Form for my practice?

No, There can only be one Telehealth Consent Form set per practice.


Can I set Telehealth Consent Forms by provider?

No, there can only be one Telehealth Consent Form set per practice.


Where do I find a Telehealth Consent Form to use for my practice?

This is a legal document between the practice and the patients. We recommend consulting with your legal counsel to request their assistance in creating this document. This document is typically a general consent to provide Telehealth services, along with any state-specific language in which your providers have licensure.

Alternatively, you may visit www. This federally funded organization provides help for practices implementing Telehealth Solutions. They do provide Telehealth Consent templates. Contact the TRC in your region for further assistance.


How does the patient know they have an appointment?

The Patient Portal Settings will need to have TeleVisit E-Mail Reminder Appointment Notifications set to Yes in order for the patient to receive a notification.  Note: Setting allows customizing of the Template for the notification sent to the patient. 

File Path: Patient Portal Settings > E-mail Message Settings 

The patent portal will need to have Yes selected for each option under the email message settings tab in order for the patient to receive notifications for TeleVisits.

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How does the patient conduct a TeleVisit?

  1. The patient will be required to have either iPhone, android, iPad, tablet, or desktop computer that is compatible with healow product and camera/microphone functionality.
  2. Patients will be required to have patient portal activated.


How does the patient conduct a TeleVisit with the healow app?

The patient will log into their healow app > select appointment > select > the TeleVisit icon on the scheduled visit > enter questionnaire > enter vitals > start TeleVisit.

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How do I know when the patient has started the TeleVisit?

The Office Visit Window will display the ARR status indicating the patient has started the visit.

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The TV JellyBean/icon indicates that the provider has 3 TeleVisits scheduled for the day. The JellyBean is red when a patient is in the virtual waiting room.

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How do I start a TeleVisit?

There are two paths to starting a TeleVisit.

  1. Select the patient. The provider is then taken into the progress note. The provider will then select the Start TeleVisit option which appears in the top right next to the TV JellyBean.
  2. Select the TV JellyBean then select the patient.  This will bring the provider to the patient's Progress Note. Select Start TeleVisit.

The video icon will appear on the top right over the right chart panel.   

Note: A popup may appear asking you to allow microphone and camera use. Select "allow" for the application to use the necessary hardware.


How do I end the TeleVisit?

Select the Red Phone Icon in the bottom right.  Next, you will see three options to either checkout, end call, or cancel. Select end call.

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Note: Checkout will change the visit status to CHK on the office visit window.

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Why am I unable to find the "TeleVisit" type for a provider?

Ensure the provider has a Visit Duration set for the provider for the “TeleVisit” type.

Admin > Admin > User Admin > Visit Duration

Ensure the provider is registered for TeleVisits.


Why am I unable to add TeleVisit to the patient?

The patient must be web-enabled in order to conduct TeleVisits.


How can I locate my file path for EXE installation of the healow agent?

Right click on your eCW application to locate the folder path.


Reimbursement Questions

Do TeleVisits cover only established patients?

Per CMS Guidelines as of 03/20/20 an option to allow reimbursement for any telehealth covered code, even if unrelated to COVID-19 diagnosis, screening, or treatment; and not enforce the established relationship requirement that a patient see a provider within the last three years.


Do patients have to pay copays for TeleVisits?

At this time, the practice does not collect a copay; it is up to private insurance to determine if copay is required.  At this time, Medicare copay may be waived or reduced.



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