CTC Workflow Integration & Program Implementation 3 — Questions and Answers
Question 1: When mapping a telehealth workflow, a swim-lane diagram is useful because it:
- Calculates cost savings automatically
- Visually shows which role is responsible for each step across departments (Correct answer)
- Replaces the need for staff training
- Generates EHR scheduling templates
Correct answer: Visually shows which role is responsible for each step across departments
Swim-lane diagrams clarify role-specific responsibilities and handoff points across departments in a workflow.
Question 2: A telehealth coordinator notices that patients frequently miss their virtual appointments. The MOST effective workflow change is to:
- Cancel the telehealth program until attendance improves
- Implement automated appointment reminders via text or email 24–48 hours before visits (Correct answer)
- Switch all appointments to in-person
- Charge a non-refundable deposit for telehealth visits
Correct answer: Implement automated appointment reminders via text or email 24–48 hours before visits
Automated reminders are an evidence-based intervention that significantly reduces no-show rates for virtual appointments.
Question 3: Which of the following BEST describes a telehealth care coordination workflow for a chronic disease patient?
- Single video visit with no follow-up plan
- Episodic in-person visits only when symptoms worsen
- Scheduled virtual check-ins, remote monitoring data review, and care team communication loop (Correct answer)
- Referral to a specialist with no follow-up by the primary team
Correct answer: Scheduled virtual check-ins, remote monitoring data review, and care team communication loop
Effective chronic disease telehealth workflows include regular virtual touchpoints, monitoring data integration, and coordinated care team communication.
Question 4: A coordinator is implementing telehealth for behavioral health. Which workflow adaptation is MOST critical?
- Requiring all sessions to be recorded for quality assurance
- Building crisis intervention protocols and warm-transfer procedures into the virtual workflow (Correct answer)
- Limiting sessions to 15 minutes to reduce platform costs
- Mandating in-person visits for all first-time behavioral health patients
Correct answer: Building crisis intervention protocols and warm-transfer procedures into the virtual workflow
Behavioral health telehealth workflows must include defined crisis pathways and escalation procedures to ensure patient safety.
Question 5: Which tool is MOST helpful for training staff on a new telehealth workflow?
- A printed list of all telehealth vendors
- Step-by-step quick reference guides and simulated patient encounter practice sessions (Correct answer)
- An email announcement from administration
- A single one-hour lecture with no hands-on component
Correct answer: Step-by-step quick reference guides and simulated patient encounter practice sessions
Quick reference guides combined with simulation-based practice reinforce procedural steps and build staff confidence before live encounters.
Question 6: After telehealth go-live, a coordinator should schedule a formal workflow review at MINIMUM:
- After 5 years of operation
- Only when a patient complaint is received
- Within 30–90 days post-launch to identify early issues (Correct answer)
- Once the platform contract expires
Correct answer: Within 30–90 days post-launch to identify early issues
A 30–90 day post-launch review captures early workflow friction points before they become entrenched problems.
Question 7: A telehealth program is expanding to include remote patient monitoring (RPM). The coordinator's FIRST implementation step should be:
- Ordering devices for all current patients immediately
- Defining clinical protocols that specify which patient populations qualify and how data alerts are managed (Correct answer)
- Eliminating all in-person follow-up visits
- Contracting with the lowest-cost device vendor without a clinical review
Correct answer: Defining clinical protocols that specify which patient populations qualify and how data alerts are managed
Clinical eligibility criteria and alert management protocols must be established before any devices are deployed to ensure safe, effective RPM.
CTC Workflow Integration & Program Implementation 3
When mapping a telehealth workflow, a swim-lane diagram is useful because it: