Guide to Deploying and Using Zoom for Healthcare

We have you covered with our step-by-step onboarding guide to help you set up your account. Zoom offers many options and configurations to help maintain the safety and privacy of your healthcare organization.

1. Deployment at a glance

Here is a glance at what your deployment at Zoom will look like.

• Attend a 30-minute kick-off call with your dedicated customer success manager (CSM) to cover:
  • Deployment objectives
  • Project scope and implementation timeline
  • Expectations for time frame and responsibilities
  • Product requirements
• Prepare for deployment: As an admin, you will complete steps within the deployment guide to prepare for deployment (manage users, install Zoom’s client app, etc.)
• Admin product training: Learn about the Administrator Portal and how to manage your Zoom account
• User product training: Your staff and providers will learn the basics of using Zoom for telehealth, patient outreach, staff communications, and more
• Go live: Deploy Zoom at your organization
• Check-in meetings with your CSM:
• Business review

2. Getting started with deployment
Create your Zoom Deployment Team

One of the first steps to configuring your Zoom account is assigning a team of admins to manage the deployment and day-to-day operations of Zoom.

• Assign your Zoom administrators
  • Zoom administrators will be responsible for deploying Zoom for their organization. Admins are given the responsibility to manage users on their account, which includes adding, removing, or editing users. You can also manage your organization’s settings, API features, and SSO. Understanding and verifying system roles
• Understanding and verifying system roles
  • There are 3 types of roles in your organization’s Zoom account:
    • Owner: Has all privileges including role management. Role management allows you to assign users to a role, granting those users permission to view and edit a subset of pages belonging to the account. Accounts can have only one owner.
    • Administrator (back-end user): Can add, remove, or edit users. Can manage advanced features like API, SSO, and Meeting Connector. Admins can also make changes to settings within the Zoom account. Accounts can have multiple admins.
    • Members: All end-users that do not have admin permissions.
• Account owner’s first step (optional): The account owner is the only role who can initially designate new administrators or custom access roles for the account.
  • After a user role has been created, the owner (or others with role management permissions) can assign users to that role, granting those users permission to view and edit a subset of pages belonging to the account. If you want to grant role management permissions to admins, please follow the steps below:
    • Sign in to zoom.us as the account owner or someone that has access to edit roles.
    • In the navigation menu, click User Management then Role Management.
    • Click Edit in the Action column for the Admin role.
    • Click the checkboxes that enable permissions for users in this role to see or edit those pages.
    • Scroll to the bottom of the page and click Save Settings.

3. Zoom user management

User management allows account owners and admins to manage their users by adding, deleting, and assigning roles and add-on features.

• Understand and confirm your license needs
  • Do all of your users need paid Zoom licenses? Learn more about Zoom user types and roles to determine what license types are most suitable for your various users.
• Provision users
  • Account admins and owners can add and manage users manually from the Zoom web portal, or save time by importing users in bulk via batch .csv import.. See Managing Users to get started.

4. Zoom account profile

The account profile page provides you with visibility of your basic account information. An account can include an entire company or an individual user, depending on the size of your account.

Based on your role and subscription plan, you can also view and manage advanced features, including account support information, associated domains, the account’s vanity URL, and the Usage Overview with cloud recording and audio usage details.

• Make your Zoom sign-on experience consistent with your brand by creating a vanity URL with custom branding and logos.
  • A Vanity URL is a custom URL for your company, such as yourcompany.zoom.us. Please note that this subdomain is required for configuration if you intend to turn on SSO (Single Sign-On) and is where you would direct your users to login via SSO.
• Allow for better organization without additional work for the admin team by applying for associated domains.
  • What are the benefits of associate domains? Any individual with your organization’s email address domain will be moved under your account. Also, all future individuals who sign up with a matching domain will automatically join your account.
• Add an extra layer of security with single sign-on (SSO), which allows you to log in using your company credentials.
  • What are the benefits of using Zoom SSO? Zoom SSO streamlines the user experience and account management. Zoom acts as the Service Provider (SP) and offers automatic user provisioning.

5. Configuring account settings for security

With Zoom, you can develop different subgroups in your organization that perform different tasks such as video-assisted virtual visits, patient-centered care, healthcare administration, and medical education.

• Zoom gives you the capability to create different groups to edit and manage settings per your policy, helping to safeguard information by giving permissions only to those who need them. For instance, you may have a group of providers that are encouraged to record patient encounters over Zoom to the cloud, and add the recording link to a patient’s chart or download the recording to store on your server. However, your policy may also not permit a certain specialty to record the patient encounter, so you can configure your account to provide the appropriate permissions to each subgroup.
• The ability to customize account configurations and manage permissions can help enable your organization to safeguard protected health information (PHI) and support your HIPAA compliance obligations.
• Your CSM will review account settings and group management during your admin training.

6. Preparing to go live

Successfully introduce Zoom to your team by equipping them with the proper tools, resources, and training!

• Deploy/install the Zoom desktop client: The Zoom desktop client provides Zoom users with the best in-session experience. There are two methods to deploy the Zoom client across your organization.
  • Manual installation by employees: You can instruct providers and staff to download and install the Zoom client online on their own here: https://zoom.us/download
  • Mass installation by IT team: Admins can deploy the Zoom desktop client on behalf of your staff through MSI deployment for Windows or Mac, making the transition more seamless so users can get started more quickly!
    • – Mass Installation and Configuration for Windows
    • – Mass Deployment with Preconfigured Settings for Mac
• Set-up your team’s calendar integrations (optional, but recommended): If you are using Outlook or Google Calendar, install a calendar add-on or extension to maximize scheduling efficiency for your providers and staff.
  
  Scheduling from the
  Outlook add-in

  
  Scheduling from the Chrome Google Calendar extension

  
  Scheduling using the Gsuite Google Calendar add-in

  
  Scheduling from the Outlook plugin

  
  Scheduling from the Firefox Google Calendar extension
• Attend administrator training: During this session, your account owner and admins will spend 60 minutes with your assigned CSM learning about the Administrator Portal and how to manage your Zoom account. You’ll come away with the knowledge and resources needed to efficiently manage Zoom at your organization.
• Attend end-user Training: In this training, you and your staff will spend 60 minutes with your assigned CSM learning the basics of Zoom Meetings. We will cover scheduling, inviting others to a meeting, host controls, the Zoom web portal, and client desktop application.
• Roll out communication to your team: Establish internal communications and resources to notify your team of Zoom.
  • Company announcement: Notify your team that your organization is using Zoom. Provide information on getting started, respond to anticipated questions, and let your staff know when they can start using Zoom.
  • Training announcement: Promote Zoom user training to your team.
  • Training reminder: Remind your team of upcoming training sessions. You can also help users prepare for the session by giving them a head start with the following training and resources:
    • – Zoom Meetings Basic live webinar: Spend 45 minutes learning the basics of Zoom Meetings with one of our Zoom experts.
    • – Zoom Meetings Advanced live webinar: Do you have a user who wants to become a Zoom champion? This 60-minute tour of Zoom Meetings will take them beyond the basics.
    • – Zoom Help Center: Search our support articles for helpful information on Zoom features and capabilities.
  • Post-deployment email: Share valuable tips and drive user adoption with Zoom.
    • – Training toolkit: Find step-by-step guides on a variety of Zoom deployment topics insert EDU Playbook PDF Guides PDF files for training here

7. Post-deployment: Measuring adoption & success

Track your organization’s ongoing usage with robust reporting and dashboard tools.

• Use the Reports section of the web portal, a powerful tool that provides account owners and admins with various account, meeting, and webinar statistics, to review how your organization is utilizing Zoom.
• Get a high-level view of overall usage, live in-meeting data, and more with the Zoom Dashboard. You can use this data to analyze issues that may have occurred, check connection quality, and better understand how users are holding meetings within your company.

8. Zoom Phone deployment

Zoom is available to help you implement your new Zoom Phone system so you can begin enjoying the benefits of a modern communications solution for your organization. Your Zoom Phone deployment includes a dedicated Success Team and complimentary training. Whether you’re implementing physical phones, soft phones, or a combination of both, we’ll walk you through the setup process and help you configure settings to get your team up and running!

• Also, with an executed BAA, you can use Zoom Phone’s products and features to communicate with patients. Used properly, Zoom Phone can help you make and receive calls, or use features like visual voicemail and call recording. You can even use scheduling integrations like GReminders to send automated text message reminders to patients.
• Download the Zoom Phone Deployment Process Plan here.

Integrations can help you streamline and simplify clinical and administrative workflows, making it easier for providers, patients, and staff to connect over Zoom. Whether you are using Zoom for telehealth, medical education or healthcare collaboration, we have an integration to meet your needs.

Visit the Zoom App Marketplace for Healthcare to find your favorite healthcare apps to use with Zoom. You can search for a specific integration with your electronic health record (EHR) platform, or browse apps built to assist with:

• Online scheduling
• Patient intake
• Appointment reminders

Integrating with Zoom gives healthcare organizations the ability to connect providers to patients with just a few clicks, from anywhere in the world. Here are a few of our most popular integrations with leading EHR platforms.

Epic

The Zoom app integrated with Epic enables providers and patients to easily launch Zoom sessions right from Epic online health appointments.

Providers can:

• Be notified via Epic when a patient has joined the scheduled video appointment.
• Start Zoom video visits directly from Epic while continuing to document case notes in Epic.
• Invite additional participants to the video visit.
• Enter and exit a visit without disconnecting the session by placing the patient into the Waiting Room.

Patients can:

• Launch Zoom from MyChart on their personal computer or mobile device.
• Receive customized messages when joining the video visit before the provider.
• Rejoin the video visit even after dropping out as long as the provider is still in the session.

Please visit our Epic integration installation and configuration guide for additional information.

Cerner

Zoom’s integration with Cerner, which is currently accepting beta customers, enables health care organizations to launch Zoom from within the Cerner electronic health record. With the Zoom-Cerner Integration, Cerner users can experience a virtual visit with their clinician by quickly launching Zoom or through a meeting link received via email from Zoom.

Coming soon, providers will be able to:

• Get a notification within the patient’s Cerner PowerChart® when the patient has entered the appointment Waiting Room.
• Click the meeting link within the patient’s PowerChart® to join the scheduled session. Providers can also share test results and complete documentation while in the Zoom meeting, all within the patient’s PowerChart®.
• Send an invite link to additional participants, like family members, interpreters, and other care providers, so they can join the session.
• Enter and exit a visit without disconnecting the session by placing the patient into the Waiting Room, enabling continuity of care between multiple caregivers.

Coming soon, patients will be able to:

• Join their video visit via a unique link sent to their email.
• Test their device to make sure their audio, video, and microphone are working.

Send a message of interest on Cerner’s App Gallery or talk to your Zoom account executive to learn more about Zoom’s integration with Cerner.

Check out the Zoom App Marketplace for 1,500-plus apps and integrations to streamline productivity, collaboration, marketing, and more.

This section will help you set up virtual workflows that enable your providers, medical assistants, and scheduling staff to provide telehealth services with Zoom. All of the following workflows can be completed using Zoom:

• Teletriage
• Group therapy sessions
• Patient check-in
• Creating a virtual clinic
• One-on-one virtual patient visits
• Inpatient/outpatient workflows
• Rural patient/doctor workflows

Setting up Telehealth Workflows

• Attending a Live Zoom Meeting Training.
• Assign scheduling privilege to all provider and medical assistant accounts on your scheduling staff (this can be done by the admin by clicking on the person’s name under “user management”).
• Determine how you would like to send patients their invitations to Zoom sessions.
• If you would like to integrate Zoom with your EHR, please check for available integrations with your EHR vendor or on the Zoom App Marketplace.
• Once connected to your meeting, providers and medical assistants can admit patients from the Waiting Room.
• If you would like an area to assign multiple patients in a separate virtual room, see our article on managing Breakout Rooms.

Zoom account roles for telehealth
Administrator

The person that will administer your Zoom account and will be responsible for managing user licensing, adjusting account settings for the entire account, running reports, etc.

Scheduler

This person can schedule Zoom sessions on behalf of others (medical assistants and providers). A scheduler will automatically be an alternative host for sessions they schedule.

Host

The meeting host is able to control various aspects of a Zoom meeting, such as managing participants. For a telehealth appointment, the host of the session should be the patient’s provider.

Alternative Host

Like the meeting host, the alternative host will have the ability to manage participants in a meeting. The alternative host can also start the meeting if the host has not yet joined the session. If a staff member or medical assistant schedules a meeting on a provider’s behalf, the scheduler will be assigned as an alternative host.

Learn more about roles in a meeting.

Each user (scheduler, medical assistant, nurse, and doctor) needs to have their own paid Zoom license.

Zoom features for telehealth
Waiting Room

The Waiting Room feature allows the host to control when a participant joins the meeting. This allows a provider to make sure the correct patient is in the Waiting Room before admitting them to the meeting session. The meeting host can admit attendees one by one, or admit them all at once.

Concurrent meetings

With select licenses, a provider or staff member can host concurrent meetings. For example, a medical assistant can start a Zoom session with one patient, then place that patient into the Waiting Room to wait for the provider to join. The medical assistant can then start a new session with a second patient, while the first session remains open.

Breakout Rooms

Breakout Rooms enable you to create sub sessions within a meeting. In patient education or group therapy sessions, providers can break the larger group into several smaller Breakout Rooms or invite one patient to join a Breakout Room for a one-on-one session while the main group continues to meet.

Language interpretation

Do you need to include interpreters in your meetings or webinars? Contact Zoom Support to have this feature enabled. Interpreters will provide their own audio channels for the language they are translating to.

Scheduling privilege

You can assign or delegate a user or multiple users in your account to schedule meetings on behalf of others. This enables clinic staff to schedule appointments for providers.

Need ideas for successfully managing your Zoom telehealth account? See examples of telehealth workflows in our case study with Butler Health System.

More customer stories

Video tutorials

Setting up Telehealth Visits

Managing Telehealth Visits

As the healthcare industry continues to pivot toward virtual care, it’s important to enable secure meetings and strong connections with patients, even in a virtual setting. Run through this provider checklist (or if you’re a healthcare administrator, pass this resource on to your clinicians) to help secure your meetings and give your patients the best virtual care experience possible.

Download provider checklist

You can also help your patients feel more comfortable and confident with using Zoom for telehealth. Here’s a checklist to provide to your patients to help them prepare for their virtual visit.

Download patient checklist