Critical Telehealth Features Every Practice Needs to Succeed

Telehealth has rapidly become a cornerstone of modern healthcare, allowing practices to reach more patients, offer flexible care options, and reduce operational costs. However, not all telehealth platforms are created equal. To run a successful and scalable telehealth practice, you need the right tools and features to deliver seamless, secure, and effective virtual care. Whether you’re launching a telehealth-only practice or integrating virtual visits into your existing services, here are the critical features you should look for.

Top 12 Features a Practice Needs in a Telehealth Platform

1. HIPAA Compliance and Data Security

Security is non-negotiable for telehealth practices. To protect sensitive patient information, your platform must be HIPAA-compliant, ensuring all data transmissions and storage meet privacy and security standards.

Key security features include:

• End-to-end encryption to safeguard video and audio data.
• Secure, unique session links to prevent unauthorized access.
• Automatic session timeouts to prevent open, unattended calls.

Why it matters: Using non-HIPAA-compliant platforms, like generic video conferencing tools, can put your practice at risk for data breaches and regulatory violations.

2. Browser-Based Access (No Downloads)

Patients want convenience, and nothing is more frustrating than needing to download an application just to join a telehealth session. Choose a platform that offers browser-based access so patients can easily join from their computer, tablet, or smartphone with a single click.

Key benefits of hosted, browser-based telehealth:

• No app downloads = less friction for patients.
• Improved compatibility across devices.
• Faster access, reducing technical issues and frustration.

Why it matters: The simpler the process, the more likely patients are to attend and return for future telehealth visits.

3. Virtual Waiting Room

A virtual waiting room helps replicate the in-office experience, giving you time to prepare for each session while patients wait in a dedicated space. It also helps manage multiple appointments efficiently, allowing patients to enter the session when you’re ready.

Key features to look for:

• Customizable waiting room with practice branding or instructions.
• Notifications when patients join so you can see who’s ready.
• Estimated wait times to manage patient expectations.

Why it matters: A virtual waiting room adds professionalism and organization to your telehealth services, improving the overall patient experience.

4. Multi-User and Group Session Capability

Telehealth platforms should support multi-user functionality, allowing you to include additional participants, such as:

• Family members or caregivers joining from another location.
• Specialists or consultants for collaborative care.
• Interpreters or support staff when necessary.

Having the flexibility to invite multiple users ensures you can deliver team-based care without requiring separate meetings or platforms.

5. Screen-Sharing for Better Interaction

To deliver effective virtual care, your telehealth platform should include in-session tools that enhance communication and collaboration. Look for:

• Screen sharing allows you to pull-up lab results or share educational materials.

Why it matters: These interactive features improve communication quality and make the virtual experience feel more professional and engaging.

6. Ping and Notification System

When patients forget to join or are running late, the ability to "ping" or nudge them is essential. This feature allows you to send a quick reminder notification without leaving the platform, helping reduce missed appointments and delays.

Why it matters: Pinging patients improves attendance rates, ensuring you maximize your scheduled appointments.

7. Customizable Backgrounds and Branding

A professional-looking background adds credibility to your telehealth sessions. Platforms with customizable background options allow you to:

• Display your practice logo or branding.
• Use a clean, professional backdrop to maintain visual consistency.
• Reduce distractions and maintain patient focus.

Why it matters: Consistent branding and a polished appearance build trust and confidence in your practice’s virtual services.

8. Automated Appointment Links and Reminders

Missed appointments can disrupt your schedule and hurt your bottom line. A telehealth platform with automated link generation and reminders helps reduce no-shows and keeps patients engaged.

Look for:

• Automated session links sent via email or SMS immediately upon booking.
• Reminder notifications sent before the session to reduce last-minute cancellations.
• One-click access for patients, avoiding complex sign-in processes.

Why it matters: By streamlining the appointment process, you make it easier for patients to attend their sessions, boosting retention and revenue.

9. Digital Documentation Management

Effective telehealth doesn’t stop when the session ends. Your platform should support comprehensive digital documentation features to ensure all visit details are captured, stored securely, and easily accessible for future reference. Robust documentation tools streamline administrative tasks and improve care continuity.

Look for:

• Real-time charting during sessions to reduce post-visit work.
• Auto-save functionality to prevent data loss.
• Secure cloud storage for session notes, consent forms, and attachments.
• Templates and macros for efficient, consistent note-taking.
• Easy document sharing with patients (e.g., visit summaries, care plans, prescriptions).

Why it matters: Digital documentation tools reduce administrative burden, ensure accurate record-keeping, and support better follow-up care—all critical for running a compliant, scalable virtual practice.

10. Customizable Templates

Every specialty—and every provider—documents care a little differently. That’s why customizable templates are a must-have in any telehealth-enabled EMR system. They allow providers to streamline documentation while maintaining flexibility to meet clinical, regulatory, and specialty-specific needs.

Look for:

• Specialty-specific templates tailored to your practice (e.g., mental health, primary care, functional medicine).
• Editable fields and macros that save time while capturing key details.
• Template sharing across your team to standardize documentation and improve consistency.
• Custom forms for patient intake, consent, and follow-up instructions.

Why it matters: Customizable templates reduce charting time, improve accuracy, and help ensure your documentation reflects your clinical style and specialty requirements.

11. Seamless EMR Integration

The easiest way to get a seamless integration - your telehealth needs to be embedded into your electronic medical records (EMR) system. This integration streamlines workflows by allowing you to launch telehealth sessions directly from the patient chart, eliminating the need to switch between platforms.

With EMR integration, you can:

• Auto-generate and send session links to patients via email or text.
• Automate reminders to reduce no-shows.
• Document sessions directly within the patient’s chart, keeping everything in one place.
• Ensure that all data remains secure and HIPAA-compliant.

Pro Tip: Telehealth platforms embedded in your EMR, like OptiMantra’s solution, make managing virtual visits effortless by keeping everything within the same system.

12. Reliable Tech Support and Stability

Even the best telehealth platform is only as good as its reliability and support team. Choose a solution that offers:

• 99.9% uptime to avoid technical disruptions.
• Responsive support with fast issue resolution.
• Regular updates and maintenance to ensure compatibility with evolving devices and browsers.

Why it matters: Unreliable platforms frustrate both patients and providers, undermining your credibility and efficiency.

Why OptiMantra’s Telehealth Solution Checks All the Boxes

OptiMantra’s EMR-embedded telehealth offers all the critical features your practice needs:

• Seamless launch from your EMR: No need for multiple systems or platforms.
• HIPAA-compliant with end-to-end encryption for secure sessions.
• Automated link generation and reminders to reduce no-shows.
• Zoom integration (add-on) with waiting rooms, custom backgrounds, and multi-user support.
• Browser-based access: Patients can join easily without downloads.
• Multi-user sessions: Include caregivers, family members, or specialists.
• Customizable backgrounds and branding for a polished, professional look.

The Bottom Line: The Right Telehealth Platform Drives Practice Success

Choosing the right telehealth platform is essential for delivering efficient, secure, and patient-friendly virtual care. By prioritizing features like EMR integration, automated links, HIPAA compliance, and multi-user capabilities, your practice can optimize workflows and provide a seamless telehealth experience.

With OptiMantra’s embedded telehealth solution, you can offer convenient, professional, and secure virtual care—helping you expand your reach, enhance patient satisfaction, and grow your practice effectively. Try the platform for free here.