Currentblue cross blue shield - arizonaPolicy N/A

Telehealth and Patient Engagement — Coverage Criteria

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Guidance for providers offering telehealth visits, covering preparation, privacy, clinical workflow, patient communication, and safety procedures for Blue Cross Blue Shield - Arizona members.

Policy Summary

Payerblue cross blue shield - arizona

PolicyTelehealth and Patient Engagement — Coverage Criteria

Policy CodePolicy N/A

Change TypeInformational guidance (no material changes)

Effective DateN/A

Next Review DateN/A

Key ActionDocument patient demographics, contact info, language needs, technology test/backup plan, location and emergency contact, and use teach-back to confirm understanding.

SourceLink

POLICY UPDATE CHANGES

No material clinical or coverage changes in this revision.

9pre-visit checklist items

9trust-building steps

8during-visit tips

4wrap-up topics

267-908-6605

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Currentblue cross blue shield - arizonaPolicy N/A

Telehealth and Patient Engagement — Coverage Criteria

Customize your policy alerts

Sign up for all blue cross blue shield - arizona policy alerts

Know when blue cross blue shield - arizona releases new policies or updates existing guidance.

Monitor payer policy activity

Receive email alerts as soon as relevant payer policies are published or updated.

Guidance for providers offering telehealth visits, covering preparation, privacy, clinical workflow, patient communication, and safety procedures for Blue Cross Blue Shield - Arizona members.

Policy Summary

Payerblue cross blue shield - arizona

PolicyTelehealth and Patient Engagement — Coverage Criteria

Policy CodePolicy N/A

Change TypeInformational guidance (no material changes)

Effective DateN/A

Next Review DateN/A

Key ActionDocument patient demographics, contact info, language needs, technology test/backup plan, location and emergency contact, and use teach-back to confirm understanding.

SourceLink

POLICY UPDATE CHANGES

No material clinical or coverage changes in this revision.

9pre-visit checklist items

9trust-building steps

8during-visit tips

4wrap-up topics

267-908-6605

Coverage Criteria and Scope

Provider recommended criteria for telehealth visits

Recommended provider actions to offer telehealth visits successfully

Pre-visit operational readiness: Establish an emergency protocol (911, E911 or local Emergency Services; provide 267-908-6605 as needed); define privacy/HIPAA protections; decide which health conditions to support; select technologies to use (video, telephone); identify staff training needs; adjust clinical workflows as needed; and capture patient demographics, contact information, and language service requests before the visit.

Referenced items: chunk 2

Building trust prior to appointment: Share HIPAA/privacy practices with the patient; set expectations about timing (advise if provider may be late and ask patient not to leave); help the patient prepare with labs/forms and clarify visit purpose; test technology with the member (ideally a day before) and provide a backup plan if tech fails; suggest a private, distraction-free space; confirm the patient’s location and local emergency contact; identify who will join the visit and prepare them; and determine and secure language assistance if needed.

Referenced items: chunk 3

During-visit communication: Begin by building rapport and helping the patient feel comfortable; use culturally responsive approaches (see BCBSAZ Conversation Starters); ask the patient how they want to be addressed and their pronouns; ask permission to view the home; with video, look at the camera; use EMR on a second monitor or split screen and disclose when you are writing; use simple language and allow time for responses; and monitor body language and respond to signs of emotional or physical discomfort.

Referenced items: chunk 5

Visit wrap-up: Use the teach-back method to confirm the patient’s understanding and goals; review medications (how and when to use them) and advise consulting the pharmacist; provide lab instructions and contact information; and schedule the next appointment with time and location details.

Referenced items: chunk 6

The source document does not list any explicit exclusions for telehealth services. It is presented as practice guidance for setting up telehealth workflows and safety procedures rather than as a coverage policy that denies specific services or conditions.

This document is guidance-focused and does not identify any conditions or situations that are deemed not medically necessary for telehealth. Its content centers on operational, privacy, and communication best practices to support telehealth visits.

Provider Operational Requirements

Documentation Required

Required documentation elements for telehealth encounters

Document and retain the patient’s demographic and contact information, any language service requests, confirmation that technology was tested and a back‑up plan is in place, the patient’s physical location during the session, emergency contact/local emergency service details, and teach‑back of understanding, medications, labs, and the follow‑up plan.

Demographic and contact information (name, address, phone, etc.)
Language service requests and confirmation services secured
Technology test confirmation and documented back‑up plan
Patient location during session and local emergency service contact
Teach‑back of understanding, medication instructions, lab instructions, and next appointment details

Denial Risk

Background and Rationale

Telehealth visits require deliberate operational and communication practices to ensure patient safety, privacy, and engagement. Providers should establish an emergency protocol (for example E911 or 267-908-6605) and clarify how local emergency services will be reached, determine how they will protect patient privacy (see HIPAA telehealth guidance), select which conditions and technologies to support (video, telephone), and define necessary staff training and workflow changes. Before the visit, capture key patient information such as demographics, contact details, and language service requests, and during the visit employ clear communication techniques (rapport-building, plain language, teach-back) to confirm understanding and support safe remote care.

Key Definitions and Contact

Emergency services number

Primary emergency numberEmergency 911 (E911)

Alternate emergency contact267-908-6605 — ask to be connected to the emergency services local to the patient

PurposeTo connect the patient to local emergency services when immediate assistance is required

When to confirmConfirm patient location and local emergency contact information before or at the start of the telehealth session