In House Video Calls FAQ - For Providers that Have Transitioned from Zoom

What We Cover In This Article

Sessions will now be hosted directly on the Spring Health platform. Sessions will no longer be through Zoom. 

Why In-House Video Calls?

Sessions will now be hosted directly on the Spring Health platform and no longer on Zoom. This integration is designed to minimize technical issues, simplify navigation, and make it easier for members to connect with you. The change aims to reduce missed appointments and improve patient outcomes. Each session will have a unique, secure meeting URL, and future features like AI-powered note-taking will be added. Access the comprehensive training here.

Access 

How do I access my session?
You can access video calls via the calendar view or session notes in Compass. If reminders are enabled, the URL will also be sent to your email.

What has changed about the session URL?
Each video call is assigned a unique appointment URL that is generated specifically for the provider and member. This feature prevents unauthorized access, as only those with the correct URL can join the session, ensuring each meeting is secure.

What browsers work best with Compass and in-house video calls?
We recommend using Google Chrome for the best experience. The latest versions of Microsoft Edge, Mozilla Firefox, and Safari are also compatible.

How do we prevent members from joining sessions at the wrong time?
A message indicating the correct time of the appointment will appear if a member tries to join too early or too late.

Do I need to lock my meeting room?
No, locking the meeting room is no longer necessary. Each session has a unique, secure URL, ensuring privacy without the need for manual locking.

Can I use the new platform on a tablet or iPad?
Not currently. The platform is not compatible with tablets or iPads as Compass requires a desktop browser for full functionality.

Troubleshooting

What should I do if I experience audio or video issues?

• Refresh your browser page.
• Ensure your device is using the correct microphone and video settings.
• Switch between audio/video inputs as needed. Your browser should automatically detect your devices.

What should I do if I have connection issues?

• Ensure your internet connection is stable. Restart your modem/router if necessary.
• Test your connection speed here. A minimum of 50MBs download speed is recommended.
• Restart your computer.
• Ensure your browser is up to date. For Chrome users, follow this guide.
• Clear your cookies and cache. Here’s how to do it in Chrome.

What should I do if a member tries to use Zoom?
Please direct them to this guide explaining the switch to in-house video calls and how to troubleshoot issues.

What if my Bluetooth headset isn't working during a session?
Try disconnecting and reconnecting your headset, or switch to wired headphones. You may also need to reset your audio permissions.

What if my member’s link isn’t working?

• Ensure they’re accessing the link directly from the Member Portal.
• Verify the entire link is pasted correctly.
• If issues persist, contact support with the appointment link.

What happens if a session is interrupted due to technical issues?
Participants can rejoin using the same URL for up to 15 minutes after the session ends.

What should I do if issues persist?
Email support with the following details:

• Device and OS (e.g., Windows version, Mac, iOS, Android)
• Browser or app (e.g., Chrome version, Firefox, Safari, Spring Health app)
• Audio/video devices used (e.g., built-in laptop camera, Bluetooth headset, USB microphone)
• Internet connection type (cellular, satellite, cable, dsl, fiber, provider name, bandwidth, etc.)
• A detailed description of the issue

Can I continue to use my own personal Zoom Account for sessions? 

No, we ask that you refrain from conducting sessions off-platform, as this is against company policy, which is outlined in the Provider Manual.

Notifications

Will members be notified when I join a session?
No, members are not currently notified when a provider enters the meeting room.

Are members being informed about the switch from Zoom to in-house video calls?
Yes, a message will be sent to our member network on October 28, 2024.

Functionality

Can someone join the session from a different location, like an interpreter or family member?
Yes, the client can share the unique appointment URL with any additional participants.

Is there a chat function during video calls?
Yes, basic chat is available during calls, but chat history isn’t saved. For file sharing, contact the Care Team.

Is screen sharing available?
Yes, one participant can share their screen at a time.

Will my sessions be recorded?
Not yet, but secure session recording will be introduced soon, with storage in compliance with data privacy standards (HIPAA, GDPR, SOC2 Type II).

Customization

Can I use a virtual background like in Zoom?
Currently, a virtual background feature is not available, but it’s on the way! In the meantime, when you join your session, we recommend checking your video beforehand to ensure your surroundings are suitable for care delivery. This gives you a chance to adjust your space as needed, ensuring a professional and comfortable environment.

Compliance

How does this change protect member data?

• Authorized Access: Only those with the unique URL can join.
• Encryption: All video calls are end-to-end encrypted.
• No Storage: No media is stored without consent.
• Compliance: The system meets SOC2 Type II, HIPAA, and GDPR standards.