As a Care Coordinator, you are the "bridge" in Remote Therapeutic Monitoring (RTM) programs. While clinicians focus on the plan of care, you ensure patients are successfully onboarded, stay engaged with their exercises, and that your organization captures all the necessary data for billing.
Use this guide as your roadmap to mastering the RTM workflow in Medbridge.
Part 1: RTM Basics & Your Role (7 minutes)
Understanding why to use RTM and how your role differs from the clinician's is the first step.
[Watch - 2 minutes] How can I understand RTM in 2 minutes?– In two minutes, this video covers what RTM is, who it's for, and why it matters — in plain language, without the jargon.
[Read - 3 minutes] Remote Therapeutic Monitoring: FAQ – Familiarize yourself with common questions about patient co-pays and billing eligibility.
[Download - 2 minutes] SOP Template: Care Coordinator Process– Review this document to see exactly where the Clinician’s job ends and yours begins (e.g., following up on expired invites and troubleshooting app logins).
Part 2: Patient Onboarding & Troubleshooting (9 minutes)
A patient cannot be billed for RTM unless they successfully log in and transmit data. Your priority is "Activation."
[Watch - 3 minutes] Getting Started with RTM in Medbridge Care (Video) – Learn how to check if RTM is "Enabled" and how to resent invitations if they expire.
[Watch - 4 minutes] The RTM Patient Experience – View what the patient sees in the Medbridge GO app so you can walk them through it over the phone.
[Job Aide - 2 minutes] RTM Care Coordination Guide (PDF) – Download this PDF. It contains scripts and checklists for your first "Check-in" calls with patients.
Part 3: Monitoring Engagement & Messaging (7 minutes)
You will spend much of your time in the "Dashboard" identifying patients who have stopped logging their exercises.
[Watch - 3 minutes] Getting Started with RTM Analytics (Video) – Learn how to use the "Enablement" and "Care Management" tabs to find patients who haven't logged activity in 3+ days.
[Read - 2 minutes] How do I send my HEP Patient a Message? – Learn how to send HIPAA-compliant messages to nudge patients back into their program.
[Read - 2 minutes] RTM Weekly Check-in Surveys – Understand the automated surveys patients receive, which can alert you if a patient is experiencing increased pain.
Part 4: Milestone Tracking & Reporting (5 minutes)
To get paid for RTM, you must meet specific time and data thresholds. You will help track these "Milestones."
[Read - 3 minutes] RTM Billing & Reporting – Learn about monitoring intervals and billing windows and how best to utilize Medbridge RTM Analytics.
[Read - 2 minutes] How do I manage RTM Billing Reports?– Learn how to export the final activity logs that your billing department needs at the end of each month.
Recommended Learning Path (20 minutes)
If you have a Medbridge login, we highly recommend completing this course:
[Course] Effective Digital Care Coordination – This course covers the "Golden Rules" of asynchronous communication and how to manage a digital caseload efficiently.
Care Coordinator Daily Checklist
Check the "Invites" Tab: Resend any invitations that have been "Pending" for more than 48 hours.
Monitor "Low Engagement": Identify patients who haven't logged activity in 3 days and send a "Nudge" message or place a quick call.
Log Your Time: Ensure any time you spend messaging or calling a patient about their RTM program is captured in the Medbridge timer (this counts toward the 20-minute billing threshold!).
Communicate with Clinicians: If a patient reports significant pain or difficulty in the app, alert the primary clinician immediately.
For further assistance, visit the RTM Support Section or reach out to your Program Manager.