The pMD Blog

Welcome to the
pMD Blog...

where we cover interesting and relevant news, insights, events, and more related to the health care industry and pMD. Most importantly, this blog is a fun, engaging way to learn about developments in an ever-changing field that is heavily influenced by technology.

POSTS BY TAG | Telemedicine


"Love without conversation is impossible." This quote by American philosopher, Mortimer Adler, embodies a fundamental pillar of pMD design - something we'll call "love injection." Ever since the beginning, building software that is as intuitive as it is useful has been a core component of pMD product development. My previous post highlights empathy as the first and most important step of our design process and this post will focus on the upsides of a love injection and how it plays a part in our empathic design process. Love injection is our design team's internal call-to-action whenever our users encounter a scenario that leaves them feeling lost and unloved. Learning how we used it to overcome our missteps in product design will hopefully encourage your health care design team to leverage even more conversations with customers in the future.

The Backstory


Back in the early days of pMD telehealth we had far fewer patients on the platform. Then COVID-19 spread, and everyone was sent home, told to stay there, and attend medical appointments remotely. In the span of a couple of weeks, we suddenly had over 36,000 new patients using pMD for video calls. The deluge of new patient users - many of whom had never used telehealth services before - increased the customer support volume to unexpected levels. Questions we may have previously seen a few times over the course of a week resurfaced several times an hour: "What do I need enabled on my phone to have a video call?", "When will the doctor call me?", "What do I do now?", "I have a question for my practice...", etc. 

Immediate steps were taken by our customer success team to create more patient-facing documentation, so our new patient users could feel comfortable using pMD. These updates drastically improved our team’s response to patients, but we knew more had to be done to reduce the reliance on documentation alone while maintaining scalability. This became the catalyst for a new round of updates from the design team to make the user experience as intuitive as possible. Prior to COVID-19, we had been focused on telehealth through the health care provider lens and now it was time to revisit telehealth strictly from the patient's perspective. 

A Solution


To design effectively for patients, we revisited our design thinking process and focused again on empathy and designing with love. I'm referring to the three "laws of love”:

1. Love starts with what you know - build familiarity into the design.
2. Love makes complicated choices simple - one choice means no wrong choice.
3. Love is spontaneous! - Make it fun; make it rewarding!

Instead of a traditional user research study, I embraced Adler's quote and joined the support team in fielding phone calls from patients. Effectively, I became tech support for several hours every day. Assisting the customer support team opened my eyes to critical areas for improvement, namely around the onboarding experience for patients. One missing link was to ensure patients enabled all the proper app permissions whilst reassuring those that had properly enabled permissions, that they didn't have to do anything else until the doctor called at the scheduled time. 

As I answered patient questions and took notes, I thought about what I would like one of my own family members to see when setting up pMD. From start to finish, the pMD design team ultimately came up with an onboarding experience that we would feel comfortable having our grandparents use - that’s when we knew we had succeeded in injecting more love into the product experience. A week after the new onboarding update was released, the number of support inquiries related to app setup and onboarding before they started their first appointment decreased significantly despite a steady increase in new patient users!

Improving communication amongst the medical care team has long been a focus for pMD. This experience has shown us that we can never pause for a moment from speaking directly with our customers (both providers and patients alike) and showing them some love! I encourage you to open up more conversations with your customers - even temporarily hop in the trenches with your customer support team - and learn how you can give your product a proper “love injection.”

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.

In the wake of the COVID-19 outbreak many health care practices were forced to implement telehealth as quickly as possible, and often didn’t have enough runway to deeply consider an ideal long-term workflow. If your practices’ initial reaction was to put something in place that was good enough for now but could be phased out in a few months when everything went back to “normal,” you are certainly not alone. 

The writing is on the wall; the use of telemedicine will not only be critical for managing this pandemic but will fundamentally change how care is delivered moving forward. In fact, some experts predict 20-30 percent of routine visits will continue to be virtual ones moving forward.  

Take an Integrated Approach


You’ve already invested time, effort, and money into your current systems and clinical workflows. Your telehealth solution should plug right in and work directly with those systems already in place, not outside of them. A virtual visit should be just as efficient, if not more than an in-person office visit. The more systems that integrate together, the less effort required of the practice and/or providers to onboard and manage. For example, why not interface your practice management system with your telehealth solution? Send automated appointment reminders based on the clinic schedule, conduct the virtual visit, and bill for the encounter, all from one place.

At pMD we strongly believe all systems should work in harmony together, which is why we interface with all major electronic medical records, hospital systems, and medical billing systems free of charge.

Have A Plan for Pre- and Post-Visit Communication


Just like a face-to-face visit, virtual encounters start well before the patient connects with their doctor and extends past when they hang up. Build a workflow that utilizes the office staff to frontload the onboarding of your patients to make sure they are ready to go when it comes time for their visit, and reduces the administrative burden on the providers. Reducing the burden on office staff is also a key consideration. For example, staff can enroll patients at the time an appointment is scheduled and set an automated appointment reminder to send 48 hours prior to cut down on manual follow-up. On the day of the appointment, a medical assistant (M.A.) can handle the check-in process and record any self-taken vitals, queuing up the patient for the provider. Once the visit is complete, staff can schedule a follow-up appointment or touch base regarding any outstanding items like labs or prescriptions via secure text messaging. Integrating key team members and all of the pre- and post-visit communication into your overall telehealth workflow will ensure virtual visits run as smoothly as your office visits.

Don’t Become Customer Support


You are not technical support, nor should you have to be. You have enough going on in your practice without having to troubleshoot technical issues with a telehealth platform for your patients. To reduce the risk of no-shows and rescheduled visits due to technical difficulties, it's important for patients to have easy access to fast, reliable customer service.

Our 24/7 live phone, email, and secure chat customer support extend to your patients too. We know how frustrating it is to not be able to get help when you need it. Let us reduce the burden of onboarding patients and providing technical support so you can focus on providing care.

Standardize Your Telehealth Workflow


There are numerous telehealth solutions available ranging in quality, security, functionality, and price, but when you find a solution that fits your needs, it is important for everyone to use the same system. Complexity and room for error increase when each provider is using a different platform, forcing the office staff to search within multiple systems for needed information. Not to mention managing multiple workflows and fielding questions for each disparate system - what a headache! When telehealth visits are all done on the same platform and tied to a patient record, you can ensure providers and staff are on the same page.

Don’t Bother with Single-Use Solutions


There is more to telehealth than just video communication. Why have multiple communication systems when you can use one that allows you to communicate internally, with referring physicians and colleagues, and also with patients? Care gaps happen when health care teams are forced to manage a complicated web of disparate solutions. You should be able to manage every step of the virtual visit process, from sending appointment reminders to patients, documenting and billing for encounters, and conducting post-visit follow-up, all from the same place.

Budgets are tight right now. During the height of the COVID-19 pandemic, virtual visits may have represented the vast majority, if not all office visits, justifying the investment in telehealth as a standalone solution. As offices begin to re-open, telehealth will undoubtedly continue to play a vital role in care moving forward, but the percentage of virtual visits is expected to decrease. If virtual visits only represent a quarter of your total visit volume, it will become essential for telehealth solutions to drive value and revenue in other areas of your practice as well, such as secure communication, charge capture, or care coordination.

In addition to secure video, voice calling, and chat, pMD includes enough features to replace several standalone products, increasing efficiencies and reducing costs.

Enable Transparent Reporting & Documentation of Telehealth Visits


The last thing you want to worry about is being able to provide adequate proof of your telehealth encounters, especially when payors start to implement restrictions. Accurate, detailed reporting and documentation features will be key to ensure you receive the maximum reimbursements. All calls should be time-stamped and associated with a specific patient profile, making it easy to provide proof of all encounters.

pMD provides the transparent reporting tools you need to run your medical practice effectively, including patient-based call logs and chat history. In addition, all patient chat transcripts are available practice-wide, further reducing the risk of miscommunications or care gaps.

Maintain High Levels of Security when Using Telehealth


Yes, it’s true, enforcement of HIPAA compliance has been temporarily relaxed under these extraordinary circumstances. But experts don’t expect that to last. Plus, why gamble with the security of your patient’s personal health information (PHI) information when there are other options? As the health care industry works to establish a new normal, practices know that any long-term solution needs to be secure in order to reduce the potential disruption and financial risk as policies continue to evolve.

With pMD you can rest easy knowing you have a signed Business Associate Agreement (BAA) and that all video, voice, and chat communication is always secure, encrypted, and HIPAA-compliant.

Get a Free, In-Depth Workflow Analysis & Consultation


We know COVID-19 has placed extreme burdens on health care providers and practices. Our team of experts is ready to provide you with free in-depth workflow analysis and consultation to determine the specific needs of your practice and patients. You can find additional information and resources about our telehealth product at the links below: 

Please do not hesitate to give us a call at 800-587-4989 x1 or email sales@pmd.com if you have any questions or to set up telehealth for your practice today. We’d love to hear from you!

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.



When we speak about pMD’s history in the medical industry, we always note that we’ve been around since the late 90’s and have focused on helping providers capture their charges. Despite our longevity in the industry, pMD is always looking towards the future. With the more recent events in health care, we continue to learn how best to support our customers.

Beyond mobile charge capture, we have developed a comprehensive clinical communication tool. As our customers scrambled to change their delivery model for care, we were able to quickly deploy telehealth and improve clinical communication for many of our clients. 

Our customers needed a way to continue to provide care to their patients in a time of uncertainty. Our customers rely on us to help them communicate seamlessly with their patients. Our relationship-based approach allowed pMD to provide collaborative and consultative support to our customers and swiftly implement telehealth into their workflows.

The need for telehealth not only strengthened our connection to our practices but also provided pMD an opportunity to support our customers and their patients in a new way and help them navigate a challenging time. We pride ourselves in providing our customers with full 24/7 in-house support that extends directly to their patients. 

We’ve been able to help our providers complete tens of thousands of video calls and onboarded 108K+ patients since the onset of the pandemic. We at pMD feel honored to continue to support the changes in the health care industry, especially those related to telemedicine and clinical communication. pMD is proud to have a direct and positive impact through this pandemic.


To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.


It’s been about a million days since our unprecedented lockdown in the Bay Area. As the “shelter-in-place” begins to ease up and new social limitations come into play, eventually we’re going to inevitably transition from calling this the “new normal” to just “normal”.  As the COVID-19 crisis continues to impact the world, we’re all trying our best to continue to live life and move forward. To do so, we’re forced to rethink and redefine how we operate and how we live. 

On that fateful Tuesday afternoon in March, when San Francisco issued the stay at home orders, our San Francisco-based team had to pack up monitors, keyboards, etc. we’d need in order to be away from the office for what was projected to just be a few weeks. We all worked from home from time to time, but none of us were really set up to do this full-time. Thankfully, we had our remote staff who were “veterans” at working from home! Along with our DevOps team, they provided us with tips and tricks to get our home offices set up, along with best practices to balance the blur of working and living in our homes. As my colleague Veronica mentioned in a previous blog post, the blurred lines of home daycare, homeschooling, home working, and just being at home for literally everything is basically an hourly juggling act. The term “work/life balance” has never been more relevant to me. 

Aside from the actual physical set up, we also had to quickly figure out new ways to support our customers. We pride ourselves in supporting our customers directly, which translates to support calls now ringing our cell phones instead of the connected office lines. This challenge was exacerbated by our instantly high demand for our telehealth services. Our Ops team quickly realized the in-office model didn’t align with the current circumstance and shifted focus on new efficiencies to face these challenges head-on. The result was a new call intake system which dramatically turned our lives around and significantly increased customer satisfaction. 

But what about the platform? Just days into the lockdown, reports of Facebook servers getting overwhelmed hit headlines as millions of Americans had nothing else to do at home. We at pMD were well-equipped to onboard any number of new providers at any given time, but this world-wide lockdown drove demand for our telehealth usage beyond our expectations! Pretty much overnight, all of our customers needed to get their patients onto pMD’s telehealth system to keep their patient population safe while continuing to provide health services. Anticipating our customers would potentially connect with tens of thousands of patients virtually and instantly, our Director of Software immediately directed our developers to access and shore up our scalability. This became a multi-team initiative that executed around the clock on just a moment’s notice. Our Dev team’s ability to adapt and pivot so quickly allowed us to handle the viral demand with huge success.

I’m constantly impressed by everyone I work with at pMD. In spite of all the grim news out there, my pMD family continues to stay strong, tackling every new challenge with a smile and a fierce determination. I think this mindset is what has allowed us to successfully help our customers onboard thousands of new patients DAILY onto pMD’s telehealth solution in this new world of social distancing and flattening the curve. I’m proud to be able to say we are doing our part to help the health care community and save patient lives.

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.

 

As the world around us changes, it’s interesting to think about what actions feel more or less accepted. For example, imagine now walking into a meeting, shaking each person’s hand, then immediately grabbing a pastry with that same hand and then eating it. Right now, that feels shocking, repulsive, and risky. But, back in December of last year, I might have done this without even batting an eyelash. 

It’s exciting to think about what changes are happening right now in health care that was once perceived as outlandish. One of the most obvious examples I’ve experienced is the implementation and adoption of rendering remote health care services - or telehealth. 

pMD began building our telehealth capabilities into our Free Secure Messaging, Clinical Communication, and Charge Capture products over a year ago. Since March, with the advent of the global pandemic, pMD has now helped thousands of patients complete remote visits over their mobile devices from the safety of their homes. 

If you haven’t given telehealth a try yet, let me give you an idea of what it’s like to be one of the patients who has used pMD’s telehealth platform: 

After scheduling your first telehealth appointment with your practice, you receive a text message reminder a few days before your appointment with a link to download pMD’s application. Once downloaded, all you need to do now is wait until your appointment - it’s truly that easy! Your provider initiates the video call, which will ring through to your phone just as any other call would except that the video will be conducted through pMD’s encrypted, HIPAA-compliant app, so your patient information remains completely safe. 

After completing your call with your provider, you’ll be able to securely send photos of incisions, wounds, rashes, or even receive lab results via pMD. Any picture you take in pMD is not saved onto your phone's camera roll, keeping your information private! 

So, why use pMD instead of one of the other video solutions that have emerged in response to the need for remote health care? Beyond pMD’s 21 years in the mobile health care space, below are a few additional reasons:

Quality

Video quality is really important when completing telehealth visits and pMD is extremely committed to great quality and reliability in our app. Crisp video quality is required in many cases to make sure your provider is able to accurately assess the medical situation. pMD was built to be used on a mobile device which generally has a much better camera than older computers, as well as the ability to choose between wifi or cellular data usage - whichever allows for a better connection. 

Ease of connection

Many other telehealth platforms require both the patient and provider to log into a portal at the same time to complete a remote visit. We know that might not always be the easiest, or the most private option, especially if your computer happens to be in a communal spot in your home. Because pMD communication is conducted within our HIPAA-compliant application, your information is secure and a video call rings right through to your phone via pMD’s app, so you don’t have to be logged into pMD to wait for a call. 

Ease of use

pMD’s app only requires a one-time download from either the Google Play store or the App store. Once you download the app, you’ll be able to log into pMD with your cell phone number and biometric scanning (think fingerprint scanning or FaceID) or a password. Once you’re logged in, your secure communication abilities are endless! Gone are the days of having to wait for one-use verification links each time you log in or constantly being rerouted in order to connect with your health care provider.

Exceptional workflow features

If you’re a practice using pMD, you can have pMD automatically enroll your patients on pMD® Secure Messaging™, as well as remind them of their upcoming appointment a day or two ahead. After patients are invited, anyone in the practice can initiate a video call via pMD’s secure website or app to complete a telehealth appointment. Once the call is completed, both parties will receive an automated call receipt that includes the call duration. You’ll then be able to continue communicating via chat, voice call, or video call moving forward, if necessary. 

As a patient, once you’ve downloaded the app, you are set to receive voice calls, video calls, file attachments, chats, and voice memos from your practice! Need to reschedule your appointment or send a picture of a medication that needs to be refilled? Don’t dial a number from a menu only to wait on hold for several minutes. Submit your question to the practice via pMD! You also have the ability to refer back to a message instead of trying to remember what the voice on the other line said about your pre-appointment instructions.  

So how do you feel about the future of health care? Is this a change that will stay for the long run? pMD thinks so! We believe there is great value in keeping communication easy, convenient, and secure for practices and their patients. Please let us know if we can help get your practice set up on pMD’s telehealth platform.

 

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.

I am certainly not the first or even hundred-and-first person to write about how COVID-19 has changed my working life, but I do hope to offer a unique or at least an interesting perspective on what it’s like to directly support and interact with patients, many of whom are participating in telehealth for the very first time.

Thousands of New Telehealth Patients Using pMD During COVID-19


pMD’s user base grew by nearly 300% from March 1 to May 1 of this year, due in large part to the highly increased demand for telehealth during the coronavirus pandemic. The vast majority of these tens of thousands of new users are patients. Medical practices are enrolling their patients in pMD telehealth by the hundreds and thousands, easily providing an avenue for patients to receive care even when it’s not safe or possible to come to their doctor’s office in person.

Supporting Telehealth Patients & Practices Ensures Uninterrupted Care


I am proud to be part of a team providing patient care tools during such a critical time, even though that means working harder than ever. We have quickly learned that a rapidly-expanding user base does come with some challenges, one of which is an increased volume of customer support.

Unparalleled, 24/7/365 customer service has been an integral part of pMD’s company culture since day one, and that has not changed even - or especially - during these unprecedented times. Being able to provide exceptional, real-time support to medical practices and patients ensures that health care is not interrupted despite the current situation.

What We’ve Learned About Providing Telehealth Support During COVID-19


The past two months at pMD have been even more fast-paced than usual, and our team has had the opportunity to speak with many patients and medical professionals alike. Here are the most important things we’ve learned: 

Be empathetic. 

This truly is an unprecedented time for everyone. Medical practices are extremely busy, oftentimes trying to handle a distributed workforce and safety concerns in addition to patient care. Patients, whether they have an acute condition or need a routine follow up, are often anxious or overwhelmed, both at the prospect of having to go into a doctor’s office or the alternative (a virtual visit), which can be a daunting prospect for first-time telehealth users. When someone calls into pMD to get support, we aren’t just helping them log into an app on their phone, we’re also there to reassure them that they have all the tools needed to connect with their doctor and get the care they are expecting. Whether a user calls in initially feeling anxious, frustrated, or confused, after speaking with a member of the pMD team, our goal is to not only answer their question but to leave that user with a smile on their face.

Be meticulous (a.k.a. if you don’t log it, it didn’t happen). 

Our engineering team is hard at work continuing to improve the telehealth experience for practices and their patients. An accurate and complete list of the most frequently asked questions and common concerns is key in prioritizing these projects. If 100 users reach out with the same question about starting a video visit, we know addressing that concern will help at least 100 users right away! If 100 users call in with the same question, but only 10 of those conversations get logged, we have no way of knowing this is such a high-priority topic, and it likely won’t be addressed with the same expediency. 

Be grateful. 

Even at the end of my longest or most difficult days at pMD, I can finish up work feeling thankful. Not only is the pMD team lucky to be hard at work during this time, but we’re also able to serve as a partner to medical practices and a resource to their patients. I can’t think of a better way to spend my time in quarantine!

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.
MVP in telehealth platforms

COVID-19 has spurred an unprecedented uptick in the demand for telemedicine. As of March 17, the Office for Civil Rights (OCR) at the Department of Health and Human Services (HHS) announced that clinicians may even deliver telemedicine via technologies that do not comply with the requirements of the HIPAA rules. This temporary relaxation of regulations has allowed many new players to enter the game of telehealth. However, not all telehealth platforms are created equal. pMD’s HIPAA-compliant communication platform stands out as the telehealth MVP. What does it take to be an MVP? In the NBA, it requires that a player be on a winning team, have unprecedented stats on both ends of the floor, and consistently impact the game in all facets. These standards can also be used to gauge the stand-out performance of telehealth with pMD. 


Winning team

To win the MVP in basketball, individual excellence is not enough. Only one player in NBA history has ever won the MVP while playing for a team that did not make the playoffs. To add the most value, the MVP must do the most for his team. At pMD, we understand that our team performance is crucial to the success of our telehealth platform. 

pMD has again been named the #1 Best Place to Work in the Bay Area and received the #1 Workplace Wellness Award for the second consecutive year by the San Francisco Business Times. We also have thousands of customer reviews on our website gushing about the quality of pMD. To quote one of them, “pMD is the best software ever! I’ve been using pMD since 2013 for inpatient rounds and internal communication. Since the COVID-19 outbreak, our practice had to make a decision quickly to be able to support our patients at this time. Thank goodness for pMD because they responded quickly and helped our practice implement customized patient communication and telehealth. I do not know what we would do without them.” Across all of our product offerings, we aim to win.

Unprecedented stats

Every player who has averaged over 30 points per game on a 65-win team has won the NBA MVP. An individual’s stats can be crucial to MVP determination because they prove that a player is valuable, beyond the ‘eye test’ of what he looks like in the game. pMD certainly measures up.

pMD has enabled more than 80,000 patients to connect with their clinicians since the outbreak of COVID-19. In addition, over 75% of patients who are invited to use pMD by their practice have successfully downloaded the pMD app. That seems like the equivalent of a telehealth triple-double to me. 

Excellence on both ends of the floor

Rather than excelling at offense and defense, pMD succeeds in helping both patients and their providers. At pMD, we provide practices with the tools to seamlessly integrate telehealth visits into their existing workflows. We find this to be critical to our success because it has been named as a key priority by the Office of the National Coordinator for Health Information Technology (ONC) to avoid fragmenting care and potentially impacting patient safety. 

Providers on pMD can coordinate care for a patient by communicating with everyone involved in the patient’s care all on the same application. This includes the patient themselves, support staff, referring providers, or specialists. We go beyond providing just a video chat platform. On pMD, providers can further connect with their patients via appointment reminders, follow-up chat routers, and secure voice calls. pMD telehealth is definitely a two-way player. 

Consistency

More so than in basketball, consistency in health care is critical to success. Telehealth with pMD works on all iOS and Android mobile devices to deliver consistent, high-quality video. 

At pMD, customer support is our #1 priority. If a provider or a patient has a question, they can call us 24/7 and always speak to a full-time employee. We also provide unlimited usage, no cutoff times or upgrades are required. Our consistency helps practices to establish long-term workflows that can extend beyond the current COVID-19 pandemic. We believe that habits that practices form now will grow into preferences and default behaviors and that most patients won’t want to return to a pre-COVID-19, less-convenient form of health care. The pMD telehealth platform, which was created in 2018, provides the dependability that is crucial to a most valuable player. 

The Results: pMD's Telehealth Platform Really Stands Out

The results are in! Telehealth on pMD stacks up well with its winning team record, unprecedented stats, excellence on both ends of the health care space, and unparalleled consistency. pMD’s HIPAA-compliant communication platform, which offers secure chat and video and voice calling really stands out as the Most Valuable Player in Telehealth.


To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.



As I spend my 3rd week?  4th week? at home, I’m thinking of simplicity. With so much else stripped away, what else is left? In this state, I’m reminded of a recent conversation with a customer where she shared a familiar story about vendor disappointment.

This group had a message-routing and answering service application for her practice that everyone used.  Recently, it had been sold, yet again, and was plagued by price increases, staff turnover, and lack of internal investment and strategic direction. So, she talked to us about what we could offer to replace the system.

The Transactional Vendor

I was curious as to the vendor disease, this kind of zombification of what had once caused her to invest in this company's solution. She relayed a narrative of an organization bought and sold, with subsequent owners having to juice the financial return each time the company changed hands. These transactional vendor solutions become like playing cards that fade, edges curling, and the stains of the portfolio owner’s whiskey glasses slowly coloring the surface.  By the third transaction, the company has had its price increased several times and has cut staff and investment to generate a bottom line to cover the ever-higher sales price.  No service can sustain such stress.

How pMD is a Different Type of Vendor

We talked about how pMD is different.  We aren’t owned by a financial company looking to generate a high sales multiple.  Nor are we indebted to investors looking to exit.  We have the luxury of simply trying to provide the best software we can, delivered through the best experience, with the best people we can find.  

I was once a CEO of a medical practice.  Every vendor wanted to upsell me.  Every vendor charged for every transaction, no matter how minor. My initial investment in their solution generated ever greater demands and inflated my costs.  Then, when I was looking to get rid of the paper card system we used to collect charges, I found pMD.

Providing Simple Solutions & Building Forever Customers

Talk about simple.  After charge capture, they came to me about adding secure messaging.  I braced for what they wanted to charge me. “Included in your current subscription.” What?  No one does that. They wanted me to be their forever customer. Then I joined the pMD team.

Telemedicine & Appointment Reminders Added: 4 Solutions, 1 Vendor

In 2019, we added two additional features, appointment reminders and telemedicine capabilities, to what charge capture customers already pay for. Combined with pMD® Secure Messaging™ and pMD® Charge Capture™, that’s four solutions in one vendor for which most practices pay four different vendors.  When you add on that we don’t charge for interfaces (another source of high profits for the average vendor), well, that’s starting to sound pretty simple.  

An Expert Team & Quality Platform Delivering Exceptional Value

We know COVID-19 has placed extreme stress on everyone. We're here to make things simple for you. If you would like to work with a company like us to seamlessly provide customized charge capture, secure communications, telehealth, and/or appointment solutions, we'd love to hear from you. We’re looking forward to building this lasting relationship and delivering value like you’ve never experienced through our expert team and quality platform.


To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.
Piggybank and stethoscope

Since we posted our Guide to Telehealth Reimbursement, CMS has made a few major changes in regards to billing for telehealth. 

On March 30th, CMS issued a new rule affecting telehealth billing. More than 80 additional services, including inpatient visits, can now be performed remotely via telehealth and will be reimbursed.

Codes to Use When Billing For Telehealth During COVID-19


To bill for telehealth that's being specially permitted during this emergency, you should now use modifier code -95 and the facility and place of service code that you would have used if the visit had taken place face-to-face. This is retroactively effective as of March 1, 2020.

More details about the changes can be found on the CMS website.

Get Started With pMD Telehealth Today

pMD® Secure Messaging™ telemedicine capabilities allow practices to connect, triage, and follow up with patients through secure, HIPAA-compliant text, video, and voice calling. Easily invite patients to download the app at no cost to facilitate timely communication when it matters most.

pMD Telehealth Platform Customizable to Fit Your Needs

No matter the specialty, pMD is highly customizable to fit your practices’ needs and workflows. View additional information, resources, and FAQs about setting up and providing telehealth services with pMD and how to get started now.   

For help setting up patient communication or to contact pMD customer support, please give us a call at 800-587-4989, x1 or email support@pmd.com.

Stay safe, everyone!

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.


Telemedicine has been pushed into the spotlight in recent weeks in light of the COVID-19 coronavirus pandemic. Due to historically variable and restrictive reimbursement policies, many practices are not currently set up to provide virtual care. In light of the profound disruption caused by the pandemic, we are hearing from practices around the country that need to consider offering telehealth and scrambling to do so. Often, they have to consider tomorrow's appointments and wonder will we get paid for these visits? Well, here is what we know:


MEDICARE WILL COVER ALL TELEHEALTH SERVICES

CMS recently announced a major change to its telehealth reimbursement policy. During this crisis, Medicare will pay for telehealth services regardless of the originating site dating back to March 6, 2020. As long as visits are conducted via video, those visits that would normally be provided in an office, hospital, clinics or other settings, can now be done virtually, even from a patient's home. These visits are considered the same as in-person visits and are paid at the same rate as regular, in-person visits.

The codes that can be billed for what Medicare defines as “telehealth services” are typically evaluation and management (E/M) codes, such as 99213, combined with a telehealth Place of Service (POS) and potentially a modifier if required by the commercial payor.

PLACE OF SERVICE 02:

According to CMS, POS 02 is defined as “the location where health services and health-related services are provided or received, through a telecommunication system.” CMS has replaced the GT modifier with POS 02 and can be used when billing CMS claims for synchronous telemedicine visits. 

GT MODIFIER:

Although it has been widely replaced by the 02 POS location, some private payors still recognize and prefer the GT modifier to indicate a service was rendered via synchronous telecommunication.

MODIFIER 95:

Modifier 95 is a fairly new modifier and used only when billing to private payers to indicate services were rendered via synchronous telecommunication. It is important to note that Medicare and Medicaid do not recognize modifier 95. As with the GT modifier, not all payers recognize modifier 95. 

WHAT ABOUT MEDICAID AND COMMERCIAL PAYERS?

At this point, commercial and Medicaid coverage is still much less consistent. While U.S. Representatives have recommended CMS to encourage states to cover all telemedicine services and work with them to expand their capability to do so, reimbursement remains subject to state-specific requirements. In a similar vein, private health insurers, including Aetna, Cigna, Humana, United Healthcare will also cover telehealth for the next 90 days in some states, but the coverage also varies state by state. We encourage practices to always confirm local guidelines.

GET STARTED WITH pMD TELEHEALTH TODAY

pMD® Secure Messaging™ telemedicine capabilities allow practices to connect, triage, and follow up with patients through secure, HIPAA-compliant text, video, and voice calling. Easily invite patients to download the app at no cost to facilitate timely communication when it matters most:

* provide health safety guidelines and recommendations
* share important practice updates and announcements
* outreach to your most vulnerable patient population
* perform telehealth visits with patients advised not to leave their homes

No matter the specialty, pMD is highly customizable to fit your practices’ needs and workflows. View additional information, resources, and FAQs about setting up and providing telehealth services with pMD and how to get started now.   

For help setting up patient communication or to contact pMD customer support, please give us a call at 800-587-4989, x1 or email support@pmd.com.

Stay safe, everyone!

To find out more about pMD's suite of products, which includes our charge capture and MIPS registrysecure messagingclinical communication, and care navigation software and services, please contact pMD.