Teladoc Physician Training
Module 2 | 2012
All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1.
2.
3.
4.
Licensing and Credentialing
Payroll
Technology and Security
Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.
Licensing and Credentialing
Teladoc upholds a strong commitment to maintaining and
improving quality care throughout the Teladoc experience.
Therefore, physician licenses and credentials are carefully
monitored. This protects not only the patient but the
physician as well.
Teladoc tracks the expiration dates for both physicians’
state medical licenses and DEA licenses. The Teladoc
Clinical Department is notified of an upcoming expiring
license 30 days before the license is due to expire.
To maintain the high standards set forth during initial
credentialing, each Teladoc physician is re-credentialed
every three years according to NCQA standards.
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All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1.
2.
3.
4.
Licensing and Credentialing
Payroll
Technology and Security
Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.
Calculating Payroll
Examples:
Single Consult
(1 person x consult fee) + (1 call x telecom fee) = $ payment
Family Consult
(# persons x consult fee) + (1 call x telecom fee) = $ payment
Payroll
(Take the totals from the above single) + (family consult) = $ check payment
5
All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1.
2.
3.
4.
Licensing and Credentialing
Payroll
Technology and Security
Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.
Technology and Security
• Basic computer skills
• Computer with high speed internet access
• The ability to allow pop-ups
• Please add our URL to your trusted list.
• DO NOT allow your computer to remember passwords.
• Protect your computer from viruses and other malware by installing a
regularly running a virus protection system as McAfee.
• Platform is supported to function on desktop, laptops, tablets, iPad and
iPhones.
7
All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-the Basics
1.
2.
3.
4.
Licensing and Credentialing
Payroll
Technology and Security
Phone Requirements
All material proprietary and confidential. Presented by Teladoc, Inc.
Phone Requirements
• Phone must be capable of sending and
receiving text messages.
• It is recommended to sign up for unlimited
text messages.
• Text messages are sent from the Teladoc
server, therefore your email address
associated with the phone is needed.
• Platform is supported to function on
desktop, laptops, tablets, IPad and
IPhones.
9
All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-Communication Skills
1. Bedside Manner
2. Listening Skills
3. Telephone Skills
All material proprietary and confidential. Presented by Teladoc, Inc.
Bedside Manner
Our members tell us that a good and positive bedside manner is
preferred. Lack of a good and positive bedside manner could lead to
complaints that could result to a review and possible termination of your
contract.
Friendliness
Attentiveness (listen, listen, listen)
Caring attitude
Willingness to help
11
All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-Communication Skills
1. Bedside Manner
2. Listening Skills
3. Telephone Skills
All material proprietary and confidential. Presented by Teladoc, Inc.
Purpose of Active Listening Skills
Quickly build
rapport
Let the patient
know you
understand
and will try to
help
Find out the
basic problems
Happy Patient

Encourage the
patient to tell
you more
Acknowledge
the patient’s
feelings
Clarify your
understanding
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All material proprietary and confidential. Presented by Teladoc, Inc.
Verbal Active Listening Skills
Acknowledgement
Statements
Used to show empathy toward the patient’s situation by accepting
his/her feelings
Paraphrasing
Used to check understanding, confirm accuracy of the information,
and clarify the patient’s needs
Open Ended Questions
Used to get more information, identify needs, and determine an
appropriate solution
Closed Questions
Used to clarify your understanding, confirm interest/agreement, or
uncover objections
Encouraging Statements Used to get more information by letting the patient know you are
listening and interested in him/her.
14
All material proprietary and confidential. Presented by Teladoc, Inc.
Module 2: Working with Teladoc-Communication Skills
1. Bedside Manner
2. Listening Skills
3. Telephone Skills
All material proprietary and confidential. Presented by Teladoc, Inc.
Telephone Skills
Good verbal skills and effective communication are key in
providing the best patient experience. Be sensitive to your
surroundings; make sure you are in a quiet area where you
and the patient can hear each other.
Always make sure you are protecting the patient’s privacy.
Do not conduct a consult where a distraction such as a
television, children, or animals can be heard.
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All material proprietary and confidential. Presented by Teladoc, Inc.
Telephone Skills: Voice Tone and Inflection
17
All material proprietary and confidential. Presented by Teladoc, Inc.
Telephone Skills: Volume
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All material proprietary and confidential. Presented by Teladoc, Inc.
Telephone Skills: Rate of Speech
19
All material proprietary and confidential. Presented by Teladoc, Inc.
Contact us:
Amy McKay
Clinical Director
(214) 302-5205
amckay@teladoc.com
Boyd Harbour
Physician Recruiter
(214) 302-5228
bharbour@teladoc.com
© 2012 Teladoc, Inc. All right reserved. Teladoc and the Teladoc logo are registered trademarks of Teladoc, Inc. and may not be used without written permission.
Teladoc does not replace the primary care physician. Teladoc does not guarantee that a prescription will be written. Teladoc operates subject to state regulation and may
not be available in certain states. Teladoc does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because
of their potential for abuse. Teladoc physicians reserve the right to deny care for potential misuse of services. Teladoc phone consultations are available 24 hours, 7
days a week while video consultations are available during the hours of 7am to 9pm, 7 days a week.
All material proprietary and confidential. Presented by Teladoc, Inc.