Healthcare · Scheduling

Telehealth vs. In-Person Triage

Direct patients to the appropriate visit modality based on their stated need.

Apps this needs

EHR / Practice System Read availability and write appointments back to your clinic system. Connect during setup
Patient Portal / Telehealth Self-service portal and video-visit platform for patients. Connect during setup
SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup

How it works

  1. Agent asks the visit reason and checks it against the practice's telehealth-eligibility rules table — never making a clinical judgment itself.
  2. If eligible, books a telehealth slot and sends the video link and instructions.
  3. If in-person is required, or preferred regardless of eligibility, books an in-person slot instead.
  4. Escalates anything ambiguous to a nurse triage line rather than deciding.

Data sources

Practice telehealth-eligibility policy Provider schedule

What it targets

  • Eligible visits correctly offered telehealth Target 90%
  • Patient satisfaction with modality match Target 4.6/5