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To Our TSI Healthcare Family,

As TSI Healthcare continues to monitor the COVID-19 outbreak and its impact on practices nationwide, we hope you are remaining safe.  We have gathered resources to assist your practice as you face important decisions regarding your day-to-day operations.

We remain committed to your success and we are here to support your practice in every way we can.

Sincerely,

David M. Dickson, Jr.
Founder, President, & CEO
TSI Healthcare

Last Updated: May 1, 2020

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Financial Assistance Guidance for Small Businesses
and Healthcare Practices

The same team that helps your practice successfully navigate MIPS & MACRA can guide your practice in obtaining financial assistance through the CARES Act with the below resources. During your QP check-in calls, Your QP Specialist will also provide guidance on various loan and grant options made available to small businesses and healthcare providers per the CARES Act.

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[sf_button colour=”accent” type=”standard” size=”standard” link=”https://tsihealthcare.com/wp-content/uploads/2014/05/CARES-Act-Summary-for-Small-Businesses-and-Healthcare-Provider-5.1.20.pdf” target=”_blank” icon=”” dropshadow=”no” extraclass=”custom-green”]Fact Sheet[/sf_button]

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[sf_button colour=”accent” type=”standard” size=”standard” link=”https://tsihealthcare.com/webinar-request-updates-to-cares-act-2/” target=”_blank” icon=”” dropshadow=”no” extraclass=”custom-green”]Watch Webcast[/sf_button]

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[sf_button colour=”accent” type=”standard” size=”standard” link=”https://tsihealthcare.com/webinar-request-cares-act-summary-for-small-businesses-and-healthcare-providers/” target=”_blank” icon=”” dropshadow=”no” extraclass=”custom-green”]Watch Webinar[/sf_button]

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[sf_button colour=”accent” type=”standard” size=”standard” link=”https://tsihealthcare.com/faq-providerrelieffund/” target=”_blank” icon=”” dropshadow=”no” extraclass=”custom-green”]Provider Relief Fund FAQ[/sf_button]

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Telehealth Virtual Visits

Telehealth allows your practice to leverage video technology to safely provide patient care. The CDC (Centers for Disease Control and Prevention) has included Telehealth Virtual Visits among its list of recommendations to help mitigate the spread of COVID-19. The below resources and guidance apply to TSI Healthcare’s integrated Telehealth Virtual Visits, powered by OTTO.

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[sf_button colour=”accent” type=”standard” size=”standard” link=”https://tsihealthcare.com/brochure-telehealth/” target=”_blank” icon=”” dropshadow=”no” extraclass=”custom-green”]Download Brochure[/sf_button]

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Below is are the most Frequently Asked Questions relating to the use of telehealth virtual visits during the COVID-19 pandemic. Review the below FAQ and share it with your staff. A pdf version of this FAQ can also be found here.

EHR

How can I add a visit type for Telehealth Virtual Visits to the Intake/SOAP template?

• For Telehealth Virtual Visits, user will continue to select “Office Visit.”

Is there a special template to use to document a Telehealth Virtual Visit?

• There are no telehealth specific templates or documents. Telehealth Virtual Visits are charted in EHR using the same templates and tools as in-person visits.

Beyond Telehealth Virtual Visits, I’d also like to start billing for Telephone encounters. Where can I submit CPT Codes 99441-99443?

• From the Telephone Call template, under Communication tab, select “Charges” link and this will open the Telephone Billing template where you can select and submit these codes if you utilize charge pass through.

PRACTICE MANAGEMENT

Should I add a New Appointment Event Type for Telehealth Virtual Visits?

• Is this required? No. Are some folks doing it? Yes, since it helps streamline information for your users.
  • If your practice plans to add a New Appt Event Type, create a Telehealth event and attach it to the appropriate Categories on the schedule.

Can I create a new location for Telehealth Virtual Visits?

• Is it required? No. Are some folks doing it? Yes.
• Remember, these visits can be tracked via the CPTs/modifiers AND the unique place of service code (02) for Telehealth Virtual Visits.
• If your practice wishes to create a new location, copy your existing location, rename it and change the name (and update Place of Service to “Telehealth”).
  • Notify EHR users that they will need to change the EHR location to the Telehealth location when documenting Telehealth Virtual Visits. This will ensure that the place of service is correct when submitting charges to PM.

Can I change the Place of Service for Telehealth Virtual Visits in Charge Entry?

• Yes, but TSI Healthcare recommends having the correct POS in your Service Item/CPT so it auto-defaults (if you do not create a new location).

MIPS

Do Telehealth Virtual Visits count for MIPS?

• From a MIPS standpoint, some Quality measures exclude patients who had a Telehealth Modifier code attached to the Qualifying CPT code.
  • For example, MIPS measures that require vital signs with each visit (BMI and Hypertension), exclude patients from the measure if telehealth modifiers are attached to the qualifying CPT code.
• On the other hand, there are measures that include patients based on qualifying CPT Codes regardless of Telehealth Modifier.
  • Many of the measures that still include patients in the denominator only require you to complete the workflow once during the full year reporting period. Therefore, it is likely that you have already completed the workflow for these patients OR will do so when the patient is seen in the office.
• For more information on specific measure-related questions, you can reach out to your QP Specialist by opening a ticket with helpdesk@tsihealthcare.com.

TELEHEALTH VIRTUAL VISITS

How often will patients receive a visit invite/reminder from Otto?

• The patient will be sent three reminders: upon appointment creation, one day prior, and 30 mins prior.

Do I need to use Otto and NextGen on the same device?

• No, we use a cloud-based interface to connect the two devices so you can host a Telehealth Virtual Visits from your cellphone, tablet or desktop computer while having NextGen on your computer.

Which browsers are compatible?

• The three compatible browsers are Mozilla Firefox, Google Chrome, Safari. This means that patients can connect with an iPhone, Tablet, or Android with the appropriate desktop browser.

How do I resend a patient reminder notification?

• OTTO Health users are now able to instantly resend email and/or text notifications to patients for a virtual visit directly from the OTTO Platform. This is a great way to instantly resend a link for a virtual visit if a patient misplaced their link or if you need to send a link to a new/different email address or cell phone number.
• Re-send Notification Steps:
  • Log in to OTTO and locate the visit in need of a notification re-send.
  • Click on the three dots to the right of the visit and click Resend Communications.
  • Confirm or enter new communication details.
  • Send.

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Automated Patient Communication

Automated patient communication can be incorporated into your practice’s COVID-19 mitigation strategy by:

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Providing clinically appropriate pre-visit guidelines to your patients (Standard Reminders).

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Broadcast messaging important practice updates to your patients (Inclement Weather & Broadcast Messaging)

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To Request Changes to Standard Patient Reminders Scripts or Text:

During Normal Business Hours (Monday – Friday between 8:30am – 5:00pm EDT):

• Requests for assistance with this service must be made 24 hours before you would like the changed notifications to start.​​​​​
• Submit a ticket to helpdesk@tsihealthcare.com with the following information:
  • Date and time to begin new message.
  • New message to include in script.
  • Applicable appointment types (if all, indicate “all”).

Outside of Normal Business Hours:

• Requests for assistance will be processed at the start of the following business day.
• Submit a ticket to helpdesk@tsihealthcare.com with the above-mentioned information.

Sample scripts for communicating with your patients about COVID-19:

• “If you are having fever, upper respiratory issues including cough and shortness of breath or have traveled within the last two weeks, please call our office to cancel your appointment with us and contact your primary physician.”
• “If you are ill, have a fever, or have a cough, please cancel your appointment.  If you would like to speak with your doctor by phone regarding your symptoms, please call our main number.”
• “With the recent concern about the Corona virus, we want to remind our patients that if you are sick or have a fever, please contact your primary care physician. Also, please call our office to reschedule your appointment until you have recovered. Help us keep our patients and staff members healthy.”
• The third option is the most popular. However, your practice does not have to use these verbatim. Practices can use these as a template and modify as necessary.

Adding a COVID-19 script to your appointment reminders:

• The script does not have to be added to appointment reminders. TSI Healthcare can set up an additional reminder specifically for COVID-19 to go out to patients a desired number of days before the patient’s appointment.

COVID-19 reminders method of contact order (sms text – email – phone call, depending on patient data):

• We can set the additional reminder up to respect your current method of contact order, or force the job out as an sms text, email, or phone call.

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During Normal Business Hours (Monday – Friday between 8:30am – 5:00pm EDT):

• Requests for assistance with this service must be made at least 2 business hours before you would like the notifications to start.
• Complete the Assistance Request Form.

Outside of Normal Business Hours:

• Practices can change these settings on their own if they feel they are sufficiently tech savvy as support after-hours is not available. See steps below.​​​​​​
• For Luma Clients:
  • View our How-To-Guide.
• For HealthWave Connect Clients:
  • Only practices that have submitted a request for this functionality currently have the capability. You must request this in advance.
  • Step 1: To enable this functionality at your practice, please submit a ticket to helpdesk@tsihealthcare.com and specify which employees at your practice should be setup as HealthWave Connect Inclement Weather & Broadcast Message Administrators.
  • Step 2: View our How-To Video and Instruction Guide via the links below or at our Client Resources.

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EHR and PM Resources

Clinical workflows and payer reimbursements are changing on a daily basis. Our EHR and PM team members are here to assist you with your questions relating to COVID-19 documentation and billing.

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NextGen supports documentation of contagion risk in their Contagion Exposure template. For more information and to set up the template, refer to the Contagion Exposure Risk User Guide  (initial set-up is outlined on pages 1-10, workflow begins on page 11).

If you would like TSI Healthcare to set up the Contagion Exposure template for your practice, please complete this form.

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The CDC issued updated guidance on March 18, 2020 regarding the new ICD-10-CM code (U07.1) for the 2019 Novel Coronavirus (COVID-19) by announcing a change in the effective date for the new diagnosis code from October 1 to April 1, 2020. NextGen users should add the new U07.1 diagnosis code to their system by following the steps here.

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Availity has launched a COVID-19 Provider Resource Center webpage to deliver up to date COVID-19 information directly in your existing workflows. Available on both Revenue Cycle Management (RCM) and the Availity Portal, this site gives you direct access to the latest published information from a wide array of payers across our network.

This site includes:

• Links to Payer Announcements (+updated as they happen)
• Payer Specific Content Links
• Updates on Availity Resources
• External COVID-19 Resources

To speed delivery of this timely information, Availity has launched the site with initial payer coverage to include those most accessed by our providers. Availity will continue to expand coverage throughout the pandemic and as more information becomes available.

This new resource is available from the homepage of both RCM and the Portal, as well as RCM Help.

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Preparing for What’s Next

We understand that the impact of COVID-19 will be far-reaching and long-lasting. Your dedicated Account Manager is here to offer personalized guidance through industry changes to help you prepare for what’s next. Contact your Account Manager via helpdesk@tsihealthcare.com to find out how we can help.

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Webinar: Get Your Practice Back on Track After COVID-19

TSI Healthcare recently hosted a webinar covering tips and tricks to help your practice get back on track after COVID-19. We invite you to join us for an upcoming live session or watch the recording here.

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Industry Conferences/Meetings

Below is the status of industry-related conferences. We will be updating our Events page regularly as we receive additional information from trade show coordinators.

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American Thoracic Society (ATS)
May 16-19
Philadelphia, PA

Academy of Sleep Physicians (SLEEP)
June 14-17
Philadelphia, PA

National Infusion Center Association (NICA)
June 26-27
Dallas, TX

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Congress of Clinical Rheumatology (CCR)
September 5-8
Destin, FL

American College of Cardiology (ACC)
Arizona Chapter Annual Meeting
TBD
Scottsdale, AZ

Arizona United Rheumatology Alliance (AURA)
December 4-6
Sedona, AZ

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Additional Resources

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Stay up to date on the latest information about signs and symptoms, diagnostic testing, and case definitions for COVID-19 with the following resources from the CDC:

CDC’s COVID-19 Guidance Documents

CDC’s COVID-19 Situation Summary

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Program guidance and information about CMS’ response to COVID-19 can be found here.

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DISCLAIMER: THE INFORMATION PROVIDED ON THIS PAGE IS FOR INFORMATIONAL PURPOSES ONLY, AND IS SUBJECT TO CHANGE BASED ON FUTURE GUIDANCE FROM THE DEPARTMENT OF THE TREASURY, THE WHITE HOUSE, AND OR MANAGING AGENCIES. TSI DOES NOT REPRESENT, OR INTEND TO PROVIDE, LEGAL OR FINANCIAL ADVICE ON THE SUBJECT MATTER DISCUSSED HEREIN, OR ON WHETHER THIS INFORMATION MAY OR MAY NOT BENEFIT YOUR PRACTICE.  FOR MORE INFORMATION ON THE CARES ACT, PLEASE VISIT: https://www.hhs.gov/provider-relief/index.html or https://home.treasury.gov/policy-issues/cares. Failure to meet regulatory requirements or failure to implement and utilize the necessary technology will impact eligibility, and may result in missed incentives and/or penalties. TSI Healthcare (TSI) attempts to provide basic guidance of current policy, CMS guidelines, and NextGen documentation. TSI does not present findings or guidance as expert advice regarding  federal policies, their requirements, data collection methods, or reporting guidelines. Quality Payment Program requirements and other incentives programs are defined by the various agencies and offices of the US Federal Government and are subject to change. As guidelines change, NextGen’s approach and TSI’s guidance may also be adjusted without notice. TSI does not administer incentive payments, guarantee eligibility, or guarantee the accuracy of analysis and any statements about the program. TSI Healthcare and the NextGen family of products and services can only provide the tools to achieve these requirements; however, the responsibility remains on the provider to achieve, correctly collect data, maintain documentation, and report on each measurement. Should the Client have any questions as to the interpretation of the Quality Payment Program, CARES Act, or other relevant rules, regulation or incentive programs, and/or their application to the specific practice, the Client should contact the appropriate government agency directly.

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For assistance, please email our helpdesk at helpdesk@tsihealthcare.com. 

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