Clinical documentation, such as progress notes, helps bill patients for the time spent with them in session. It's essential to note that, according to our insurance partners, billable time refers to the period when a therapist and a patient are present in a session, specifically the face-to-face time spent together.
The goal of this feature is to support and streamline your documentation, to ensure accurate and compliant clinical documentation for insurer requirements. Rula will automatically populate start and end times in your notes based on what was captured from your Zoom session. In this article, we will review how this feature works in the Rula provider portal when completing your session notes, as well as walk through some FAQs.
How it works
Your process for working with patients will remain the same, but in your notes, you will see the following message if you start your notes prior to launching Zoom:
Once your patient joins the telehealth session, the start time will be pre-filled into your note in the provider portal. It will have a verification checkmark next to the time, letting you know that it is a Zoom-verified time.
When your session ends and you or your patient leaves the session, an end time will be populated. Again, a verification checkmark will be displayed, letting you know that it is a Zoom-verified time. Remember, only face-to-face time is recorded to ensure accurate and compliant billing.
Using the start and end times captured from Zoom, the billable time will be automatically calculated for you, allowing you to select the correct billing code for the patient's session. Please note that if you select a billing code that does not match the calculated billable time, you will receive an error message.
Special Circumstances
There may be a few instances when your pre-filled session times appear slightly different. Let's review some of these instances.
- If you need to use an alternative platform for your session with a patient due to technical issues or other reasons, no data from Zoom will be captured to prefill the times in your note. In this case, you will need to manually add your own start and end times. You will see a banner that reads:
- If you are in the middle of a session with your patient and you or your patient drops out of the call, then rejoins, it will create a gap in the session time. This will cause a gap in the time captured by Zoom because we are only calculating billable time, which is face-to-face time with your patient. Everything will be calculated as normal, but you will see multiple start and end times.
- If you and your client reside in different time zones, document the session in your time zone using the pre-filled session times, not your client's time zone.
FAQs
What if the time Rula captures from Zoom is wrong?
You can edit/adjust the start and end times of the session prior to submission. Please note that if you adjust the times, you will see the Zoom verification checkmark disappear.
What if my session had interruptions?
If your session is interrupted (for example, due to a technical issue or a break), the note will display each segment separately with its own time box, allowing you to clearly see and confirm all portions of the session.
What if a client is late?
If a client joins late, it’s up to you to decide how you’d like to handle that time. We encourage setting and communicating clear expectations around timeliness — this helps clients understand the importance of showing up on time for their care. We’re also keeping a close eye on trends related to client lateness and no-shows, so we can continue to improve our tools and support in this area.
What is considered billable time with a patient?
Insurance carriers only consider face-to-face time with your patient as billable. This means that time spent on documentation or waiting for a patient to join your session would not be considered billable. Important note: No billing policies have changed as a result of this updated feature in the provider portal.
Can I use other platforms to conduct my sessions and still have the times pre-filled in my notes?
Providers who work with Rula do so under a Network Access Agreement, which gives them access to the Path CCM network (our network operated under our legal business entity). This network includes our tools and technology—such as our shared Zoom account—but excludes outside platforms, including personal Zoom accounts, doxy.me, and Google Meet.
Because care for Rula clients is hosted within the Path CCM network, all sessions must take place through our Zoom account. Other video platforms can’t be used for Rula sessions, unless there’s a technical issue preventing access.
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