In today’s world, digitization permeates nearly every aspect of human life, including healthcare. In particular, telehealth and e-visits have seen a rise in popularity as an opportunity for convenient healthcare. Although digital advances in the healthcare industry come with many positives, they also carry some challenge most notably billing. With an increasing number of clinicians relying on e-visits and emails with patients, many are unsure of how to ethically bill for virtual healthcare services. Clinicians have to find balance between not alienating patients while not undervaluing their services.
Amongst the benefits of digital healthcare innovation are many new tools and systems that ramp up efficiency, including EHRs, telehealth platforms, and patient portals. Other benefits include increased accessibility. This may be especially beneficial for patients who are interested in PrEP but are unable to visit a medical office due to barriers, such as work schedules, lack of transportation, or childcare issues. However, these benefits come with a blurred line concerning what interactions are billable.
According to healthcare software company Door Space CEO Sarah M. Worthy, patients are mainly focused on clarity when it comes to communication and care. While patients value e-visits, they are wary of “surprise” fees, as they are used to emailing and calling clinicians without being charged. Worthy urges clinicians to clearly communicate regarding any fees that come along with digital services. Not only does such clarity generally avoid any misunderstanding, but it also fosters a trusting relationship. Likewise, clinicians also need assurance that their services will be fairly valued and compensated, whether face to face or digital. It is imperative for patients to understand that in-person appointments and e-visits require the same level of expertise as their in-person counterparts, with e-visits sometimes requiring a greater amount of preparation.
Clinicians must stay informed of ever-changing e-visit reimbursement regulatory and insurance policies. Resources like the American Telemedicine Association gather nationwide virtual health-regulation updates, and the Centers for Medicaid and Medicare Services provides tele – health-related updates.
Prior to an e-visit, patients should be informed of any possible charges. It is crucial to be fully transparent, specifically when an email or call is billable. If patients have questions regarding billing, encourage open dialogue and make a point to be accessible. Clinicians should also make sure patients are aware of the intricacies and expertise involved in e-visits, ensuring that patients comprehend the value of such appointments.