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Kareo Help Center

Telehealth FAQs

Updated: 05/12/2022
Views: 6387

Answers to the most common Kareo Telehealth questions.

Question Answer
What is Kareo Telehealth? Kareo Telehealth is the next generation video visit solution from Kareo. It provides a more integrated experience with the Kareo platform.
Does Kareo Telehealth require a Kareo Billing subscription? No. Telehealth can be bundled with either Clinical or Billing, or both.
Is Kareo Telehealth secure? Yes. Kareo Telehealth is HIPAA compliant and uses peer-to-peer encryption to protect you and your patients.

Being a peer-to-peer system means Kareo Telehealth is an internet browser based system where participants connect through audio and video via a unique URL. Once connected, data transmits directly between those participants with no servers (e.g., Kareo) in between.
Why am I experiencing connectivity issues? Here are some connectivity issues to be aware of regarding a peer-to-peer connection:
  • During the first few minutes, the audio and video may be choppy. This clears up once the connection is established. 
  • Participants using bandwidth via other online activity (e.g., downloading large files, streaming media) can affect the quality of the video visit.
  • A slow internet connection limits video quality as it restricts how fast video can be sent and received.
  • Participants running unnecessary applications takes up computer processing power and can affect the quality of the video visit.
  • Any participant(s) with a poor internet connection can impact the quality of the video visit for everyone.

If you are experiencing issues with the microphone and/or camera, review Telehealth Microphone and Camera Settings in Chrome

How many participants can be in a video visit? Kareo Telehealth currently supports 200 total participants, including yourself for any appointment type. Of the 200 participants, 24 can join as video participants and the remaining 176 can only join as audio participants.

Up to 24 participants can join the session with their camera and microphone enabled. The remaining participants can only enable their microphone. If they attempt to enable their camera, they receive a message stating, "Sorry, you can't turn on your cam on at the moment".
Who is a participant? A participant is an individual who can join a telehealth video visit. For example: a participant could be a patient, doctor,  patient advocate, or a guardian.
Can I conduct visits on a tablet or mobile phone? Yes. Log into app.kareo.com on your mobile device to join a video appointment.

Kareo Telehealth is not supported on Kareo's mobile app.
What kind of internet connection is required to conduct visits? Do participants need wifi?  For one-to-one conversations, at least 2.5 mbps download and 2 mbps upload speeds are required to maintain a connection.

For multiple participants, at least 3.2 mbps download and upload speeds are required. Most 4G LTE data connections exceed this requirement. If necessary, participants can join using a cell connection. However, wifi is more reliable overall, and helps ensure the participants aren't driving through bad service areas.
What kind of devices can participants use to join a visit? Participants can use any computer, tablet, or phone. The device needs a stable internet connection, camera, microphone, and browser.
What browsers and devices are supported? The following are supported browsers for best use of Kareo Telehealth on a desktop or laptop:
  • The latest version of Chrome
    Note: Chrome is the preferred browser for optimal use for Kareo Telehealth.
  • The latest version of Firefox
  • The latest version of Opera
  • The latest version of Vivaldi

The following browsers are partially supported due to potential audio issues and unsaved settings:

  • Safari and Microsoft Edge

The following are recommended for best use of Kareo Telehealth on a mobile device:

  • iOS and iPad OS using Safari 11 or higher
  • Android OS using the latest version of Chrome

Note: Screen sharing is not supported on mobile devices.

How soon can I get started with Kareo Telehealth? Instantly. As a Kareo customer, you can subscribe and begin scheduling and conducting visits immediately with no onboarding.
How does a patient receive the invitation to join the video visit? Instructions and a unique provider URL to join the video visit is sent to the patient through an email or text appointment reminder.

In order for a patient to receive communications:
Can I customize the appointment reminder the patient receives? Yes. Kareo Engage subscribers can customize the Telehealth Email or Text sent to patients.

Customize the Telehealth templates for the following appointment reminders:

Can I send Telehealth consent forms with Kareo? Yes. Kareo Engage subscribers can send a telehealth specific consent form using the template through Patient Intake.
Can I chart and conduct a video visit at the same time? Yes. Kareo Telehealth is browser based and opens in a new tab. You can simply toggle between the two, or drag and drop the tab into its own window and resize for your convenience.
Can other staff members start a video visit, or only the provider? Yes, other staff members can start or join a video visit from the Calendar or Dashboard if needed.
When I screen share, do I have to share my entire screen? No. You can select whether you want to share your entire screen, a specific window of your browser, or a specific application you have running.
What pricing plans are available? Refer to the Kareo Telehealth section of the Pricing Policy.
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