Ongoing Maintenance and Recredentialing for Telehealth

Telehealth credentialing is not a one-time event. To maintain compliance, ensure uninterrupted payer participation, and continue delivering virtual care, providers and organizations must keep their credentials, technology, and documentation current through ongoing maintenance and regular recredentialing.

Why Is Ongoing Maintenance Important?

• Regulatory Changes: Telehealth regulations and payer requirements evolve rapidly. Staying current helps you avoid compliance gaps and claim denials.

• Payer Contracts: Most insurance payers require recredentialing every 2–3 years, including updated documentation for telehealth services.

• Quality and Safety: Ongoing maintenance ensures your technology, licensure, and policies continue to meet the highest standards for patient care and privacy.

What Does Ongoing Maintenance Involve?

1. License and Certification Updates

• Track all state licenses, compact participation, and renewal deadlines.

• Promptly update payer records when you add new state licenses or change your practice location.

2. Technology and Security Reviews

• Regularly review your telehealth platforms for HIPAA compliance and security updates.

• Update business associate agreements (BAAs) and technology documentation as needed.

• Conduct periodic staff training on privacy, security, and new telehealth features.

3. Payer Recredentialing

• Respond to payer recredentialing requests on time, providing up-to-date documentation for licensure, technology, and telehealth capabilities.

• Maintain a checklist of each payer’s recredentialing cycle and requirements.

4. Policy and Procedure Maintenance

• Review and revise telehealth policies to reflect regulatory changes, technology updates, and best practices.

• Document all updates and staff training sessions for audit readiness.

5. Audit and Record-Keeping

• Keep thorough records of all credentialing, licensure, technology, and compliance activities.

• Be prepared for payer or regulatory audits by maintaining organized and accessible documentation.

Best Practices

• Use a Credentialing Management System: Track licenses, certifications, and recredentialing deadlines in one place.

• Schedule Regular Reviews: Set reminders for periodic technology, policy, and compliance reviews.

• Communicate Changes Promptly: Notify payers and credentialing partners of any changes to licensure, technology, or practice structure.

• Stay Informed: Subscribe to payer and regulatory updates to keep ahead of evolving telehealth requirements.

Common Pitfalls

• Missing license renewals or recredentialing deadlines.

• Failing to update technology or documentation as requirements change.

• Overlooking payer-specific updates for telehealth services.