Join Matt McBride, CEO of Mend, for an engaging discussion of the current state of Telehealth and patient engagement, including how your organization can streamline workflows to improve patient care.

1. April 28th, 2022 at 11:00 am PST,
2:00 pm EST, 7:00 pm BST
Matt McBride
CEO and Co-Founder of Mend
19 Massive
Telehealth Learnings
After 4,000,000 Visits
in 2021
Connected Health Pulse
Expert Insights. Personalized for You.
Vladimir Negron
Head of Demand Generation,
Mend
With
W/ Matt McBride
Rayvonne Carter
Webinar Coordinator,

2. Mend is an enterprise-grade patient engagement and telehealth
platform designed to help healthcare organizations profitably
scale their practice and care for more patients. Founded in 2014,
Mend is on a mission to revolutionize healthcare delivery so that
every patient can receive extraordinary care. Mend makes it easy
for healthcare providers to securely and efficiently communicate
with their patients and colleagues, without concerns of violating
HIPAA compliance or misplacing patient information. Nearly
20,000 providers across 90 specialties leverage Mend to tailor and
streamline their in-office and virtual care workflows, providing
integrated experiences and care to more than 4 million patients.
Mend's comprehensive platform works hand-in-hand with all major
EHR and PMS software to facilitate more than 400,000 telehealth
visits per month, increase patient satisfaction by up to 23%, reduce
no-show rates as low as 4%, radically improve staff productivity, and
help providers drive more revenue through better patient
attendance.
Sponsored by:

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4. www.mend.com
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Agenda
4
Why is Telehealth & Patient Engagement Important?
Running a Productive Telehealth Program
How to Simplify Operations & Help More Patients
Q&A

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Why is Telehealth &
Patient Engagement
So Important?
5

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Stakeholder Value Props
6
→ Engage via technology
→ Convenience
→ Increased access to care
Patients
→ Rural access to specialists
→ Contain contagious disease
Clinicians
C-Suite
→ Continuity of care
→ Improve outcomes
→ Increase chronic care
→ Monetize frequent care
→ Coordinate care between providers
→ New revenue
→ Fulfill quality measures
→ Improve efficiency
→ Improve patient retention and loyalty
→ Reduce no-shows or cancellations
→ Community outreach goals
→ Expand patient base through access and referrals
→ Increase data-driven care
→ Increase innovation

7. www.mend.com
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COVID-19 Telehealth Impact Study
73%
of patients will continue to use telehealth
services in the future.
83%
of patients believed the quality of the
patient-physician communication was
good.
79%
of patients were very satisfied with the care
received during their last telehealth visit.
68%
of physicians told researchers they were
personally motivated to increase the use of
telehealth in their practice
73%
41%
.
of physicians used Telehealth for chronic
disease mngt., 64% med. mngt., 60% care
coordination, 53% preventive care, 48%
hospital or emergency follow up
of patients would have chosen telehealth
over an in-person appointment for their last
visit, even if both required a copay.
Source: Healthcare Coalition
7

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Running a Highly Productive
Telehealth Program
8

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Set Clear Goals
9
→ Maximize productivity
▪ Reduce no-shows, cancels
▪ Improve compliance & outcomes
▪ Load balance providers across locations
→ Rapidly expand service market
▪ Increase referral sources
→ Expand business hours
→ Eliminate free work
→ Attract and retain providers
→ Increase patient & provider satisfaction
→ Reduce staff technical support burden
→ Reduce overhead
LEARNING NO. 1

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Develop a Telehealth
Clinical Protocol
10
→ High no-show rate visit types
→ Points in care where compliance drops
→ Infectious disease concerns
→ Transportation & other barriers to care
→ Medication management
→ Follow up visits
→ Lab results
→ Chronic care management
→ Therapy
→ Pre & Post-op care
→ Group education & wellness
→ Low-acuity care
→ Clinical trials
Problem Encounters
Types of Visits
LEARNING NO. 2

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11
Examine Operational Considerations
→ How do patients first hear about telehealth?
▪ Triage & prescribe based on clinical protocol
▪ Marketing
→ Staff scripts for setting requirements & expectations of Telehealth encounters
→ Scheduling, documentation and billing continue in the EHR/PMS
→ Are Telehealth appointment types setup on the schedule?
→ How do patients register for telehealth?
▪ Mend self-scheduling, staff scheduling or other
→ Integration - Mend to integrate with EHR
→ What reimbursement model makes most sense for your practice (e.g., bill
insurance, flat fee for patient)?
→ Who will keep track of developing reimbursement policies?
(https://www.cchpca.org/)
→ Are the appropriate codes available in the EHR system?
→ Do the care team members know what documentation is required for telehealth
billing?
LEARNING NO. 3

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Don’t Forget Legal Considerations
12
HIPAA & CONSENTS
STATE LAWS
The Center for Connected
Health Policy is the best
resource for reviewing and
tracking all regulatory matters.
PAYER CONTRACTS
Make sure all payer contracts
reimburse for Telehealth at
equivalent rates.
Mend is secure and will
provide you with consents you
can use/modify for Telehealth,
email, SMS, payment, and
more.
LEARNING NO. 4

13. www.mend.com
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Prioritize Technology & IT
13
Mend is HIPAA compliant and SOC 2, Type 2 certified. Mend is also
HITECH Act, E-Sign Act, COPPA, ADA WCAG 2.0, PCI, CAN-SPAM, TCPA, &
42 CFR Part 2 compliant.
Use existing equipment and Internet. Slight firewall modifications may
be required to allow for encrypted audio/video connections. The Mend
implementation team will test your network.
Provider Internet and equipment is tested by the Mend implementation
team. If a provider had connection issues it can affect every visit.
Some patients, staff, or providers may need technical assistance. Mend
provides instant support within 15-20 seconds to staff, providers, & patients.
LEARNING NO. 5

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14
Create a Scheduling Script
LEARNING NO. 6
Collect email and/or mobile
for reminders and links
Confirm device with
camera & mic
Recommend quiet location
Telehealth consent
collected at time of first visit
Set expectations
→ Click link, enter DOB, & enter
waiting room with educational
content
→ You will meet with front-desk,
nurse, provider, and then
checkout
Relay tips for a successful
visit

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15
Provider’s Physical Space
→ Device with camera and microphone
→ Strong, reliable Internet connection
▪ Wired or WiFi is best
→ Test firewall, antivirus, and device capabilities with Mend Provider Success Team
→ Quiet, private room with a door & no windows
→ Quality lighting & a professional background
→ Headsets & headphones can reduce echo
▪ External speakers could get picked up by your microphone
→ Run a few tests before seeing patients/clients
→ Everyone should know how to access Mend instant technical support
→ Have a backup device with Internet access
▪ Solve for disruptions in power, Internet, or equipment
LEARNING NO. 7

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16
New Telehealth SOPs
→ Verification of patient identity
→ Patient not in a secure location
▪ Okay under HIPAA
→ Provider’s homes should be HIPAA compliant
→ Patient Telehealth consent on file
→ Staff and provider attire
→ Provider camera should be on and looking at camera to engage with patient
→ Patient is driving or doing something unsafe
→ Respect patients’ requests for in-person care whenever feasible
→ Scribes & translators
→ Medical board may require in-person encounters
▪ Annually or under other circumstances
→ Emergencies
LEARNING NO. 8

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Billing Basics
17
Place of service
POS 02 (telehealth)
Modality
Live video, phone, or asynchronous
Type of provider
→ Physicians
→ Nurse practitioners (NPs)
→ Physician assistants (PAs)
→ Nurse-midwives
→ Clinical nurse specialists (CNSs)
→ Certified registered nurse anesthetists
→ Clinical psychologists (CPs) and clinical social workers (CSWs)5
→ Registered dietitians or nutrition professionals
Services
Modifiers
.
→ Patient co-pays can be collected.
→ Approximately 240 different codes available
for reimbursement if provided via
telehealth.
⇢ G0 - Telehealth services
⇢ GT - Critical Access Hospitals
⇢ GY & GQ are less common
⇢ FQ - Real-time audio-only
⇢ FR - Supervising practitioner
Originating site
Q3014 is the code for facilities hosting the
patient. If patient at home, no facility fee
is billed.
Source: Center for Connected Health Policy
LEARNING NO. 9

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18
Telehealth Visit Workflow
Visit is scheduled by
staff, patient, or
integration
mend handles
appointment reminders,
video links, digital forms,
consents, & tech support
Patient clicks link at time of
visit, inputs DOB, and then
enters the Enhanced Virtual
Waiting Room
Virtual visit set to
Ready for Provider and
providers can join when
ready from anywhere.
Visit set to Ready for
Checkout to provide
documents, set follow up
visits, collect payment, etc.
Staff can join the visit to
handle check-in, set
expectations for wait
times, collect co-pays,
etc.
LEARNING NO. 10

19. www.mend.com
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Mend Telehealth
Workflow Options
19
Scheduled &
Ad-hoc Visits
On-demand
Queues
Group Visits &
Scheduling
Kiosk Mode
Adding Third
Parties
Visit Transfers
Waiting Room
Links

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20
Operational Ease of
Use & Best Practices

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Tips to Help More Patients
21
Virtual walk-ins can fill openings, cancels, or no-shows in the schedule
Staff or Providers should connect to every scheduled encounter
Telehealth phone call reminders
→ Mend sends nudge automatically via text & email
→ Dialer nudge
→ Custom text message nudges
→ Populations that don’t check text and email often
→ Voice call reminders to mobile or landline phone lines
Mend Telehealth kiosks can help you load balance across locations or allow you
to serve patients without the proper technology
Help More People,
Increase Productivity
LEARNINGS 11-14

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z
z
Telehealth Bandwidth Comparison*
22
Mend offers 74%
bandwidth reduction over
→ Doxy
→ Doximity
→ Google Meets
Mend offers 48%
bandwidth reduction
over Zoom
Kbs
Down
Kbs
Up
*Results based on 2021 Mend internal research with default options selected on all platforms.

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Reachable vs. Unreachable
23
LEARNING NO. 15
Collect & confirm email & phone numbers for ALL
appointments going forward
85-96% of your phone numbers on file will
be mobile numbers
Email is important for redundancy and ease-of-use if
patients want to use their PC or laptop
Help More People,
Increase Productivity
Collect Phone AND Email Addresses From ALL Patients

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Provider Stays In Patient’s Chart (PiP)
24
Picture-in-Picture (PiP)
PiP floats on top of all other applications
Move patient video stream anywhere on screen
Resize video stream to meet workflow needs
LEARNING NO. 16

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Nudge Patient or Easily Add Third Parties
25
Help More People,
Increase Productivity
Parents, Guardians, Scribes, Translators, Spouses, Other Providers, etc.
Message/nudge the patient to connect
Invite Parents, guardians, scribes, translators,
spouses, other providers, etc. without a need for
DOB verification
Search users or invite anyone with an email or
mobile number
LEARNING NO. 17

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Dialer: Patients, Scribes, & Translators
26
Dial in any phone number, speed dial
custom to each user
Patient phone is on speed dial by
default as a backup or nudge
Translators
Scribes
and more
LEARNING NO. 18
Help More People,
Increase Productivity

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Enhanced Virtual Waiting Room Patient
Experience
27
23% increase in patient satisfaction
Netflix style wait experience
Add custom organizational videos
The Only 5-Star Telemedicine Experience On the Planet
LEARNING NO. 19

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One Partner. One Integration. One Experience.
28
A complete, fully
integrated solution will
produce more automation
& save you on software,
integration, and other fees
over the long-term.
Appointment
Reminders and
Notifications
Smart text, phone and
email reminders and
notifications
Payment Capture Patient
Scheduling
Digital payment
capabilities Patient scheduling,
cancellation or
reschedule capabilities
AI Patient
Attendance
Predictor
.
Fully automated AI, patient
engagement, reschedules,
& cancellations
HIPAA Compliant
Telemedicine with
the Enhanced Virtual
Waiting Room
No downloads required
Digital Intake Forms
Patient intake forms
from any device
Messaging
Complete SMS and
Email messaging

29. Q&A
Matt McBride
CEO and Co-Founder
Mend
Vladimir Negron
Head of Demand Generation
Mend
/in/matthewmcbride/
Mend.com
/in/vladimirnegron/
Mend.com

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