A real person on screen before every virtual visit
Trained customer service representatives who meet patients on video: virtual check-in, intake prep, connection tests and questions, so your providers start telehealth visits on time.
Why telehealth visits start late
A telehealth visit can fall apart before the provider even joins. The patient can't find the link. The camera is blocked. The microphone is muted. Intake questions were never answered, so the first ten minutes go to paperwork. Meanwhile the provider waits, and the next visit slips.
Practices often ask a medical assistant to juggle these calls between in-person patients. That works until the schedule fills up.
What we do
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Virtual check-in
We greet the patient on video, confirm identity and demographics and update the record.
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Pre-visit tech check
We test camera, microphone and connection, and walk patients through the platform before the provider joins.
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Intake prep
We make sure forms, consents and questionnaires are complete, and collect insurance details and copay where your workflow allows.
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Virtual waiting room
We keep patients informed if the provider is running late and reschedule when needed.
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On-screen front desk
We can staff a video kiosk or screen in your office lobby for greeting and check-in.
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After-visit help
We help patients book follow-ups, find portal messages and understand next administrative steps.
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Non-clinical questions
Hours, locations, forms, billing basics and portal access, answered with your approved information.
How it works
Workflow review
We map your telehealth journey from booking to follow-up and find where patients get stuck.
BAA and access
Signed BAA, then named accounts in your telehealth platform, scheduling system and messaging tools.
Scripts and escalation
We write greetings, check-in scripts and a clinical escalation protocol with you.
Live coverage
Our representatives cover agreed hours and visit blocks, joining before each provider.
Monthly review
Visits supported, late-start causes, tech issues and patient feedback themes.
What you get
Patients ready on time, checked in and connected before the provider joins.
Providers who start with care, not tech support.
Fewer no-shows and abandoned visits caused by connection problems.
A consistent, friendly first impression that matches your practice's voice.
A monthly report on what slowed visits down and how we fixed it.
Who it's for
- Practices with a meaningful share of telehealth visits
- Behavioral health, primary care and specialty practices running virtual follow-ups
- Multi-location groups that want one virtual front desk for every office
- Practices that want a staffed video kiosk without adding lobby staff
Systems we work in
We work in the telehealth and scheduling tools you already use, for example the telehealth module of your EHR (athenahealth, eClinicalWorks, Tebra, DrChrono and others) or a standalone platform your practice has a BAA with.
Product names are trademarks of their owners; listed for compatibility, not endorsement.
Non-clinical by design
Our representatives do not give medical advice, assess symptoms or make clinical decisions. Every clinical question goes to your clinical team through the escalation protocol you approve, and patients describing an emergency are told to call 911. Telehealth rules for licensing, consent and billing are your practice's responsibility; we follow the workflow you set and keep up with general guidance such as HHS telehealth resources.
A typical virtual visit with us
- Fifteen minutes before the appointment, our representative joins the virtual waiting room and greets the patient by name.
- We confirm identity, update demographics and insurance, and check that intake forms and consents are complete.
- We test the camera, microphone and connection, and fix problems while there is still time.
- If the provider is running late, we tell the patient and offer to wait or reschedule.
- When the provider joins, we hand off with a short note in the chart or chat about anything they should know.
- After the visit, we help the patient book a follow-up and find their visit summary in the portal.
Pricing
We quote on-screen and telehealth support by coverage hours and visit volume. You get a written quote before anything starts.
On-screen CSR & telehealth support questions
Straight answers. If yours isn't here, email hello@claimcoders.com.
What is an on-screen CSR?
An on-screen customer service representative is a trained person who greets and helps patients over live video. For a medical practice, that usually means virtual check-in, telehealth visit preparation, technology help and non-clinical questions.
Can your team staff a virtual front desk or lobby kiosk?
Yes. We can staff a video kiosk or screen in your waiting area, or a virtual waiting room, to greet patients, check them in and answer questions under your scripts.
Do you provide clinical care or triage?
No. Our representatives are non-clinical. Clinical questions and symptoms are routed to your clinical staff according to a written protocol you approve.
Which telehealth platforms do you support?
We work in the telehealth tool your practice already uses, such as the one built into your EHR or a standalone platform, as long as it is covered by your own BAA with that vendor.
How do you protect privacy on video?
Representatives work from private, controlled workspaces, use named accounts, never record sessions unless your policy requires it, and see only the information each task needs.
Start every virtual visit on time.
Tell us your telehealth platform, visit volume and hours. We reply within one business day.