Virtual Care Update for Providers

In an effort to mitigate the spread of COVID-19 in our community, Children’s is taking an innovative leap forward into Virtual Care. Our telehealth model offers not only convenience for our patients, but enhanced safety for our care team.

Current state

Virtual screening for assignment of COVID -19 testing for Children’s Physicians patients is now live. Workflows are being developed for specialty providers with urgent need to work from home – and some are live (Prerequisite is having remote access granted by your Clinical Service Chief or operational leader).

Providers having the desire to implement telehealth workflows (seeing a patient located at home) during the COVID-19 pandemic need to reach out to their CSC and their Strategic Business Leader for approval. Once approved, this can be communicated and put on the list for training.

Please note that providers will need to use their own network and devices at home (smart phones, tablet or laptop with built-in mic, camera and speakers). Home networks and personal devices are not supported by IT.   

Outpatient Clinic Go-Live scheduled for Monday March 23.

Epic workflows are currently in the process of being built. Children’s plans to implement virtual care and go-live in multiple outpatient specialty care clinics on Monday, March 23. Specialty care clinics where telehealth workflows are underway include: 

  • Allergy
  • Children’s Developmental Clinic
  • Cardiology
  • Endocrinology
  • Eating Disorders Clinic
  • ENT
  • Genetics
  • GI
  • Infectious Disease
  • Nephrology
  • Ophthalmology
  • Plastic Surgery
  • Psychology
  • Psychiatry
  • Respiratory & Sleep Medicine
  • Urology
  • Wound clinic

How Will I Connect? 

Zoom is Children’s HIPAA-compliant telehealth (and preferred) platform. Zoom features end-to-end encryption that protects the privacy of Children’s patients. See below for guidance on temporary use of FaceTime.  

Provider trainings for outpatient specialty departments began Wednesday, March 18. Contact Shawn Loftus for more information.


Please review Children’s policy for providers, which is effective as of today, March 20. 

In addition, the Health and Human Services Office of Civil Rights (OCR) announced that, effective March 18, covered health care providers may temporarily use popular applications that allow for video chats, including Apple FaceTime, Facebook Messenger video chat, Google Hangouts video or Skype, to provide telehealth without risk that OCR might seek to impose a penalty for noncompliance with the HIPAA Rules related to the good faith provision of telehealth during the COVID-19 nationwide public health  emergency.  Providers must notify patients that these third-party applications potentially introduce privacy risks, and providers should enable all available encryption and privacy modes when using such applications. 

Under this Notice, however, Facebook Live, Twitch, TikTok and similar video communication applications are public facing, and should not be used in the provision of telehealth by covered health care providers.

For additional questions about getting connected to an upcoming telehealth training resource, or your current permissions, contact your CSC, Strategic Business Leader or Rebecca Ohlinger, Virtual Care Coordinator.

How will this work for patients?

Families MUST have an existing Children’s Connect account to utilize a telehealth appointment. If a family is not currently registered for Children’s Connect, please encourage them to do so. 

Not everything is appropriate for virtual care. We may still require an in-person visit for certain procedures and prescriptions in order to ensure we practice appropriate stewardship. We are working in partnership with families and central scheduling to align on these specifics. Families will continue to be able to view an after-visit summary in Children’s Connect upon completion of their appointment.


You will need to continue charting in Epic. Training will address this process; however, it is similar to your current documentation practices.

Remote Access Instructions Once Approved:

On Children’s website, there are instructions for remote access under the Children’s Portal Tab. You can access this page by clicking on the staff portal bar located at the bottom of the home page at Also, the Duo help is under the Duo tab. Please set up Duo first, then remote access. Please note: your CSC or Director needs to preapprove your access.

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