Troubleshooting Telehealth Zoom Appointments through Epic

In instances where the patient/family needs the zoom link resent or needs the link sent to another person/email address, you can send the link for the video visit manually directly from Epic.

Epic automatically sends an email with the Zoom link to patients/caregivers 24 hours before their visit. If the appointment is scheduled, rescheduled for a different day, or changed from in-person to telehealth less than 24 hours before the visit, Epic will automatically send an email with the Zoom link to patients/families immediately upon scheduling.

If a patient calls in requesting a zoom link, helpdesk staff should first check to see if the appointment was scheduled correctly with the telehealth arrival location and video mode and if so, manually send the link from the patient’s Appt Desk. If a provider calls in and needs assistance with links, you can assist them with sending the link from the Provider’s schedule and within the visit. You will learn how to send zoom links in various ways and how troubleshoot connection issues.

Important Note

If a customer is unable to join a meeting with zoom links. Have them log into MyChart to join the meeting. 

 

How to View the Appointment Arrival Location and Mode from the Patient’s Appointment Desk

  1. Navigate to Appts, search for the patient and click Accept.
  2. From the Future tab, select the correct appointment.
  3. Check to make sure that the Appointment Arrival Location is Telehealth and the Mode is Video.   

Tip

For Telehealth visits, the arrival location must be Telehealth and the mode must be Video in order for the zoom link to send.     If the appointment is within 24 hours the zoom link will be automatically sent.  A green checkmark will be displayed in the Zoom Link Sent column if a zoom link has already been sent. 

Important Note

If a zoom link has not been sent, helpdesk staff can manually send a zoom link from the appointment desk.

See steps below for sending the zoom link from the appointment desk or from the provider’s schedule.

 

Send a link from the Appointment Desk

  1. From the patient’s Appt Desk, select the telehealth appointment, then click Send Video Visit Link.

A screenshot of a computerAI-generated content may be incorrect.

 

  1. A window with the patient and patient contact(s) information will appear.
  2. If the record has an email address or mobile number entered, the email address or mobile number will automatically populate in the appropriate field based on which option is selected.
  3. If there is no email address or mobile number listed, it will have to be entered manually.

 

  1. Click Send Link to send the email or text to the patient/guardian.
  2. From this window, you can send the link to another provider by clicking Invite Provider.
  3. Provider(s) that the patient is scheduled for this appointment will automatically have access to the link. It does not have to be manually sent.
  4. You may also invite guests who are not listed in the patient’s contacts by clicking Invite Guest. The guest’s email address will have to be entered manually. The guest link will direct the guest to the waiting room first before being admitted into the zoom meeting.
  5. Once you have completed sending the links, click Close.

Sending a link from the Provider Schedule 

  1. From the Providers schedule, select More, and click Send Video Visit Link.

 

Important Note

If the Visit tab is not present (i.e. visit scheduled incorrectly), Providers can get the zoom links this way in a timely fashion.

  • This Prevents cancellations due to prolonged troubleshooting or appts held after Care Center is closed.

This is not a method to bypass the Care Center altogether. They will still need to be notified to update encounter information in these instances; however, providers do not have to wait on Care Center staff to start the video visit.

 

Sending a link as a Provider from the Video visit/Encounter

  1. Ensure that the provider has started the visit, they will do this by clicking Start Visit.
    • The provider can do this before the visit; it does not check the visit in.
  2. Go to the Video Visit tab.
  3. Click on the Send Direct Link button.

A screenshot of a computerAI-generated content may be incorrect.

 

  1. A window with the patient’s name and email address will appear. For minor patients, this email address will usually be the caregiver’s email.
    • If the patient/caregiver does not have an email address entered into the medical record, the Email field will be blank.
    • The name and email address of any contacts in the patient’s record will also appear in this window.

A screenshot of a computerAI-generated content may be incorrect.

 

  1. If there is no email address listed or the email is incorrect, enter the correct email into the Email field.
  2. Click on the Send Link Via Email button to send an email to the patient/caregiver.

A screenshot of a computerAI-generated content may be incorrect.

 

Previewing a patient’s Connection Status

You can see if the patient has entered their visit right from the Provider’s Schedule view. The MyChart Status will display whether the Provider had any problems during pre- visit equipment testing, and if the patient has connected and how long they have been waiting.

  1. From the Provider’s Schedule, select the Preview checkbox.


 

  1. Select the patient, and a window will open below or to the right of your Schedule.
  2. Select the Telehealth Connection Status button.

  1. Once selected, you will be able to see the patient’s MyChart Status, whether they had any problems during pre- visit equipment testing, if the patient has connected, and how long they have been waiting.

A screenshot of a computerAI-generated content may be incorrect.

 

Important Note

Troubleshooting:

Regardless of whether the family joins via MyChart or via the notification email, they will need the zoom app downloaded on the device. This is true for devices that do not have the join by browser option which is usually limited to phones, tablets, and/or iPads.

  • Ensure that zoom is installed on and up to date on all parties’ phone devices
  • Ensure that zoom is installed on and up to date on all parties’ devices.

Patient Troubleshooting:

If a patient called in and did not get a link. You have the option to:

  • Send a link from the patient’s Appt desk. 
  • Have patient join through MyChart.

If zoom is asking for a passcode:

  • Ensure that they are not using an old link. 
  • Have patient join through MyChart.

Not receiving zoom link:

  • Ensure the email or phone number in Epic is correct.

Having issues with joining the zoom link:

  • Verify if patient is using old an zoom link by asking if they are joining with an on like or email.
  • Send a new link from the Appt desk. 
  • Have patient join through MyChart.

Provider Troubleshooting:

The provider is missing video visit tab:

  • Have provider send link from schedule. (Instructions above). This means that the appointment was scheduled as on-site and needs to be Telehealth. Do this workaround first, then have the provider contact the care center to change it to Telehealth. 

Provider calls in and having issues with patient joining zoom:

  • Verify how provider sent link.
  • Have provider send link from schedule or Direct link from video visit tab.

If a provider is unable to join a zoom meeting using different devices, different links, and different options, and keeps getting the error message “Failed to retrieve launch token error for zoom”- The issue is that the user has two provider records in Epic. One of the records needs to be inactive. Escalate a ticket to Epic Security/Training.