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What is Telehealth Service?

Teleperformance - 11.23.2023

In an era where technology melds seamlessly with everyday life, telehealth emerges as a groundbreaking force in healthcare. Let’s dive into the intricacies of telehealth services, its transformative power, and how it's reshaping patient-provider interactions.

What Is Telehealth?

Telehealth, sometimes synonymous with telemedicine, is a transformative force in the modern healthcare systems. 

Telehealth offers a unique platform for healthcare providers to deliver various healthcare services, leveraging advanced telecommunications technology like video chat and the ability to connect medical devices online to transmit data. This can span from simple consultations to on-demand mental health support via mobile apps that allow instant text messaging with providers.

Historically, medical care was strictly in-person, often requiring patients to travel to visit a healthcare professional's office or a medical facility. However, with the rapid evolution of telehealth technologies, the need for every health appointment to be an in-person visit is becoming a thing of the past.

But telehealth isn’t just about direct patient-doctor interactions. It’s a comprehensive field that also encompasses services like store and forward, wherein medical information, such as X-rays or digital health records, is sent to healthcare professionals for review. 

Another intriguing facet of telehealth is remote patient monitoring, which empowers patients, especially those with chronic conditions, to transmit vital signs like blood pressure and heart rate to their healthcare providers in real time. This continuous flow of health information ensures timely interventions and better management of health conditions.

For many, especially in rural areas facing clinician shortages, telehealth has emerged as a beacon. It brings quality healthcare services within the reach of those with limited or no access. When covered by insurance, telehealth ensures quality Medicare care across geographical barriers.

Technology Used in Telehealth

The technological backbone of telehealth comprises interactive telecommunications technology, mobile health apps, and wearable devices. These tools, from video conferencing platforms to devices that record and transmit vital signs, ensure seamless communication between patients and providers.

What are the Benefits of Telehealth Services?

While telehealth isn't new, its significance has amplified in recent years, especially during the COVID-19 pandemic. This public health emergency led to an increased dependence on digital health platforms. 

From an American perspective, telehealth has evolved from a mere supplementary service to a vital component of the healthcare system. The rapid evolution and adoption of telehealth services in the American healthcare system signify a profound transformation in delivering medical services. The benefits of telehealth stretch far beyond the immediate perks, addressing core challenges faced by patients and healthcare professionals.


Gone are the days when patients had to endure long waits in the provider’s office or travel extensively for a consultation.

With the advent of telehealth technologies, appointments, whether interactive or via store and forward methods, can be done right from the comfort of one's home using mobile devices or computers. This saves considerable travel time and costs and minimizes disruptions to a patient's daily schedule. The resulting ease of access is particularly invaluable for older people or those with mobility issues.


Telehealth plays a pivotal role in democratizing access to healthcare services. In rural areas, where clinician shortages are a pressing concern, telehealth acts as a bridge, connecting patients with healthcare providers or specialists miles away.

Patients with chronic conditions requiring frequent check-ins no longer have to bear the brunt of regular travels. Their vital signs can be monitored remotely, ensuring they receive timely care and interventions. Furthermore, during public health emergencies, telehealth helps guarantee the continuity of healthcare services when in-person visits are fraught with risks.


The paradigm shift towards virtual visits, encompassing urgent care, primary care, and follow-up consultations, has heralded an era of increased efficiency in care delivery. Patients and healthcare professionals can better utilize their time by eliminating the logistical challenges of in-person appointments, such as transportation and waiting times.

Telehealth may also expand the patient capacity of smaller clinics or hospitals. Moreover, with near-instant communication of health information, healthcare providers can make informed, timely decisions, resulting in a proactive approach that streamlines the care process and enhances patient outcomes.

Beyond these benefits, telehealth services can make patient care more personalized, patient-centric, and data-driven. As we incorporate technology into our lives, telehealth stands poised to redefine the very contours of the healthcare landscape.

Scope of Practice and Legal Considerations

Telehealth operates in a complex legal landscape. Departments such as the Department of Health and Human Services (HHS) and the Centers for Medicare and Medicaid Services govern the use and reimbursement of telehealth services.

Coverage often depends on payers like Medicare, Medicaid, or private health insurance. Telehealth's scope of practice also varies by state, with some states allowing a wide range of healthcare professionals to use telehealth.

Is Telehealth Covered by Insurance?

The short answer is yes, telehealth is covered by insurance in most cases. Still, understanding the intricacies of health insurance regarding telehealth is critical as the field rapidly evolves.

Medicare expanded its telehealth coverage for Americans during the COVID-19 pandemic, offering various telehealth services, from consultations to follow-ups. Still, Medicaid's approach to telehealth varies by state. While it typically covers telemedicine, the specifics and reimbursement rates can differ from in-person visits. States with vast rural areas are more receptive to store and forward technology under Medicaid.

Private health insurance has also increasingly embraced telehealth, typically covering services like virtual visits. However, the specifics depend on the individual plan and provider.

Meanwhile, the growing domain of mobile health, involving health data shared via mobile devices and apps, is gradually finding its way into insurance policies, especially for monitoring chronic conditions and primary care.

To ensure clarity on telehealth coverage, it's recommended that patients and healthcare professionals consult with their insurance providers. This proactive step can help leverage telehealth's benefits without unexpected financial implications.

How to Streamline Telehealth Services with Teleperformance

Partnering with a digital services company like Teleperformance can help providers streamline telehealth services in several ways, including:

  • Providing a turnkey solution. Our solutions streamline your telehealth offerings, from streamlining claims management services to helping with appointment scheduling and records management.
  • Expert staffing and employee services. Our employee services help you provide telehealth patient screenings, schedule vaccinations, and manage the logistics of other services.

  • Data analytics. We can use data analytics to help you improve your telehealth services. For example, we can track patient satisfaction, identify areas for improvement, and recommend changes to your telehealth program.

  • Compliance support. We can help you ensure your telehealth services comply with all applicable regulations. This can help you avoid costly fines and penalties.

Here are some specific steps you can take to streamline your telehealth services with Teleperformance:

  • Assess your needs. What are your goals for your telehealth program? What are your current challenges? Once you know what you need, you’ll better understand how Teleperformance can help you.
  • Choose the right solution. Teleperformance offers comprehensive patient services and provider support solutions to address, meet, and tailor the needs of different organizations. Work with us to choose the solution that is right for you.
  • Implement the solution. Teleperformance will work with you to implement your telehealth solution. This includes setting up the hardware and software, training your staff, and launching your program.
  • Monitor and improve. Once your telehealth program is running, we can help you monitor its performance and improve as needed.

The Bottom Line

Telehealth redefines healthcare delivery by leveraging technology to bridge distances and enhance patient-provider interactions. As a transformative force in healthcare, telehealth ensures consistent, quality care, irrespective of location.

With our proven track record of streamlining telehealth services for our partners, we can help you achieve greater efficiency and accessibility when it comes to patient care. Work with us to manage your telehealth services and improve the quality of care you provide to your patients.

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