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Provider Resources

Welcome to our support resources hub for doctors and healthcare providers. We understand the challenges you face in delivering quality care, and we're here to provide you with valuable tools and guidance to enhance your practice. Explore our resources to find everything from clinical guidelines to administrative support, tailored to meet your needs.

Recommended Provider Setup

A professional, welcoming experience where doctor bedside manners and physical presence can be conveyed online. This results in a trust relationship between patients and clinicians who are physically apart.

 

Video experience

The Provider's face should be in the center of the screen and filling ½ of it. It is recommended that doctors wear a white coat and use a virtual background with their credentials.

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Recommended equipment:

  1. Computer or laptop (15” minimum screen size)

  2. Zoom client installed (recommended version: 5.12.9)

  3. Two 27” monitors: recommended if provider has to use EMR/EHR systems

  4. Over the ear headphones for remote auscultation (stethoscope)

  5. HD External camera: installed on top of monitor or separate stand

  6. Connectivity bandwidth: 2Mbps minimum (10Mbps recommended)

  7. Virtual Background: organization name, logo, provider name and credentials

Related Resources:

  1. Zoom Experience

  2. Inviting participants through Zoom

  3. Troubleshooting Zoom

GALE Call Center

19Labs’ GALE platform for providers includes access to a Call Center that enables clinicians to manage their accounts and begin telehealth visits with remote patients. Also, through the use of Insights, providers are able to work along with on-site doctors, nurses, technicians, and community workers to view, control and export patient data.

 

The combination of the Call Center and Insights patient portal ensures providers have a complete clinic experience. To answer calls, log into, and monitor the 19Labs Call Center. You may want to bookmark this site for quick and easy access in the future.

 

Logging in

  1. Go to identity.19labs.com/login/cc

  2. Enter the credentials you chose or that were given to you by your administrator or log in with Google or Microsoft if your computer allows it

Managing your account

Once you have successfully logged in, you can complete your account setup.

 

Manage your account by clicking on your name and selecting “Account Profile” from the dropdown menu.  Here you can edit your name, professional details, and upload images for the prescriptions.

Notifications

Complete the notification section on your account profile to ensure you are notified for calls that are assigned to you.

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How to set notifications:

  1. Log into the Call Center

  2. Click on your name and select “Account Profile” from the dropdown menu on the top right

  3. Fill out the Notifications panel specifying how you would like to be notified

  4. Ensure you check the box and fill out the corresponding field. 

  5. Press "Save" on the top right of your profile​

​Opt out of all notifications: 

In the Notifications panel, select "Never" or deselect the notification method. Save

 

Opt out of notifications from an individual clinic:

In the Participating Clinics panel, toggle off the clinic you would like to silence notifications from. Save your profile. You will still see these calls in the Call Center and be able to answer calls from this Clinic, but email and text notifications are silenced.

Related Resources:

  1. Provider Profile video

  2. Troubleshooting Notifications

Incoming Calls

All active calls are displayed on the Call Center's Incoming Calls panel. Each incoming call will have its own row with details about the call.​

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Incoming Call Row

  1. ​Action buttons (Join, Insights, Pre-Visit)​

  2. Call Status (Call Waiting or In Progress)

  3. Clinic Name

  4. Participants (Patient name and information, other participants)

  5. ​Meeting Information (Other ways to join the call)

  6. Device Details (Device name, detected location)

  7. Organization

Pre-visit Info & Chat

​Review personal and clinical information filled by the patient or operator during the intake prior to the visit, including medical conditions, allergies, and medications by clicking "Pre Visit" once an incoming call appears on the Call Center.

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Use the Chat box on the right side of the screen to communicate with the patient or the operator prior to joining the call.

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Providers may use the chat feature to request more information or to simply advise regarding availability and waiting time. Once you join the video call, the chat feature is no longer available. To communicate via text with the patient or operator, use the chat on your Zoom application.

Related Resources:

  1. Call Center video

Joining a Call

You must have the Zoom application installed on your computer or smartphone. For desktop applications, download here. To get the Zoom app for your smartphone, download here (Android devices) or here (Apple/iPhone).

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When you are ready to join an incoming call, simply click Join on the incoming call row to open Zoom on your computer or smartphone. Zoom will launch automatically.

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Zoom View

Enable Speaker View for the best experience with GALE. This means your video will be smaller at the top and the patient details and video will appear below.

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To switch to Speaker view, click View on the top right corner of the Zoom call screen and select Speaker.

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If the InsightsAR overlay panels are blocking your view of the patient, ask the operator to turn this off (on the GALE point-of-care unit, there is an icon on the top right corner labeled “Overlay” that turns the panels on and off).

Related Resources:

  1. Call Center video

  2. Troubleshooting Zoom

  3. Troubleshooting Missing Calls

  4. Troubleshooting Joining Calls

Insights

Insights allows you to view, control, and export patient data and measurements for a complete video visit. You can also write visit notes, and write and send prescriptions to the patient. There are two ways to join Insights: Zoom chat or Call Center.

 

Open Insights through the Zoom chat link

  1. Join the patient video call from the Call Center, notification, or invite

  2. Click on the chat icon at the bottom of the Zoom video screen to open the chat

  3. Click on the link provided. Insights will open in your web browser

  4. Note: You cannot write prescriptions if you enter Insights this way

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Open Insights through the Call Center

Click "Insights" on the incoming call that appears on the Call Center. Insights will be displayed in a new browser window.

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Related Resources:

  1. Insights video

  2. Troubleshooting Insights

Insights - Live Patient Data

Patient summary

Upon entering Insights you will be greeted with the Patient Summary page.

If the patient has filled out details about themselves, they will be displayed in the corresponding panels.

 

Measurements

Any measurements taken before the visit will appear below the patient details in the Recorded Health Data section.

Take or view live measurements

Navigate to any corresponding measurement page on the left-side navigation. You can watch the live data come in from the GALE device, or start and stop the diagnostic device remotely. 

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Follow the instructions on the right of the screen to guide the GALE user and 

Related Resources:

  1. Insights video

  2. Troubleshooting Insights

  3. Troubleshooting Stethoscope

Insights - Summarize Encounter

You can add additional details to the Encounter to download for yourself or share with the GALE operator and the Patient. Navigate back to the Patient Summary page to add notes for yourself and the patient. 

 

Provider notes

Notes just for you. If you would like to add additional details about the patient or notes about the visit, use the “Provider Notes” field at the top of the page before downloading the summary.

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Provider notes for the Patient
Notes for the patient. If you would like to add additional details about the patient or notes about the visit, use the “Provider Notes for the Patient” field in the Patient Summary section before sharing the summary.
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Note-taking tip
Turn off your video and microphone while you write your notes. It will feel more private and allow you to focus.
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Related Resources:

  1. Insights video

  2. Troubleshooting Insights

Insights - Download & Share Encounter

Share a Patient Summary

Note: You must remain on the call to GALE to share a summary, which is sent from GALE. If the call has finished, the tie between GALE and Insights is severed to protect patient data. If the call has ended, you may still download the summary locally to your own computer. 

 

To share a patient summary, click "Export Summary" on the top right corner and select "Share". Enter one or more of the share options.

 

A copy will always be sent to the GALE device. This is the most secure share option. Email, SMS, and WhatsApp are not secure and are not HIPAA compliant. If you send the summary to GALE, the operator can print the summary for their patient record directly from the GALE device. See Printing on GALE for more information.

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Download Patient Summary​

​Click "Export Summary" on the top right corner and select "Download" to save the encounter to your computer. The PDF file must be stored in compliance with HIPAA regulations. Once you have downloaded the summary, you can print it for your records or upload it to an EHR system. 

 

Once the GALE user has ended the call and ended their session, you will have 20 minutes to export the summary before the data is no longer available.

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Related Resources:

  1. Insights video

  2. Troubleshooting Insights

Zoom Experience

19Labs’ GALE solution integrates Zoom for Healthcare as its video conferencing platform. In provisioning and operating the Zoom HIPAA Services, Zoom complies with the provisions of the HIPAA Security Rule that are required and applicable to it in its capacity as a business associate. For a better experience, see the following sections.​​​​​

Recommended setup with a green screen

 

​Virtual Background with a green screen provides the best virtual background effect and uses less system resources during the meeting. This method requires you have a solid-colored screen, curtain, or wall behind you, which Zoom will replace the selected color with the image or video you selected. This method improves the sharpness and definition of the virtual background effect around your face, head, ears, and hair. 

For best results:

  • Use a very bright and distinct color, such as a green or blue screen. The contrast in colors makes it easier to distinguish you in the foreground from the bright background. Recommended physical green screens from Webaround or Amazon.

  • Higher quality cameras result in a better virtual background. See camera recommendations for details.

  • Use uniform lighting and color.

  • Do not wear clothing that is the same color as the virtual background.

Recommended setup without a green screen

 

Virtual Background without a green screen provides the same effect as when using a green screen, only with less sharpness and definition around your face, head, ears, and hair. This is because without a solid, contrasting color behind you, the system is less likely to distinguish you in the foreground from the background accurately. This method requires more system resources, so it has higher system requirements. 

For best results:

  • Higher quality cameras result in a better virtual background. See camera recommendations for details.

  • Use uniform lighting and color. 

  • Make sure not only your face is illuminated, but also some of your background as well, as the contrast can help distinguish you from the background. 

Video and image specifications

 

Background image dimensions

  • There are no size restrictions when adding your own virtual backgrounds, but we recommend cropping the image to match the aspect ratio of your camera before uploading it.
    For example, if your camera is set to 16:9, an image of 1280 by 720 pixels or 1920 by 1080 pixels, both being the same 16:9 ratio, would work well.

  • 24-bit PNG or JPG/JPEG image format

  • If you're not sure about your camera aspect ratio, use a background image with a minimum resolution of 1280 by 720 pixels.

  • Browse some of the virtual backgrounds Zoom has collected, or use these sources for other royalty-free images: Pexels, Unsplash, Pixabay.

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Background video

  • A MP4 or MOV video file

  • Minimum resolution of 480 by 360 pixels (360p) and a maximum resolution of 1920 by 1080 pixels (1080p).

How to enable Virtual Background

 

There are a few ways to get started with Virtual Background features. You can enable virtual backgrounds during video conferencing on the account, group, and individual user level.

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Note: Users must sign out of the Zoom desktop client and sign back in for Virtual Backgrounds to take effect.

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To enable the Virtual Background feature for your own use:

  1. Sign in to the Zoom web portal.

  2. In the navigation menu, click Settings.

  3. In the Meeting tab, navigate to the Virtual Background option (under the In Meeting (Advanced) section) and verify that the setting is enabled.

 

Notes:

  • If the setting is disabled, click the status toggle to enable it. If a verification dialog displays, choose Turn On to verify the change.

  • If the option is grayed out, it has been locked at either the group or account level, and you will need to contact your Zoom administrator.

How to apply a Virtual Background

 

  1. Sign in to the Zoom desktop client.

  2. Click your profile picture, then click Settings (image)

  3. Select Backgrounds & Filters.
    Note: If you do not have the Virtual Background tab and you have enabled it on the web portal, sign out of the Zoom desktop client and sign in again.

  4. Check “I have a green screen” if you have a physical green screen set up. You can then click on your video to select the correct color for the green screen.

  5. Click on an image or video to select the desired virtual background.

  6. (Optional) Add your own image by clicking and choosing if you want to upload an image or a video.

If prompted, click Download to download the package for virtual background without a green screen.

Related Resources:

  1. Troubleshooting Black Screen

  2. Troubleshooting Virtual Backgrounds

Floating thumbnail window

 

The floating thumbnail window allows you to minimize the main Zoom window, but keep the video on top of other applications you have open like GALE Insights or an EMR system. You can move the window around your screen as needed, or hide the video entirely.​​​

  1. ​Click on the minimize icon, located at the top-right corner for Windows, or top-left corner for macOS.

  2. Once in mini-window view, you can collapse the video by clicking on the arrow on the left side. Click the arrow again to expand the video thumbnail.

  3. While in this mode, you can also easily mute/unmute yourself or turn on/off your video by clicking the and buttons respectively.

  4. To close the floating thumbnail window and return to the full Zoom window, click the arrow on the right side.

Inviting participants to join an ongoing Zoom call

Use Zoom’s invite feature to connect with other providers, specialists, language services and/or family members.

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More about Inviting others to join a meeting on the Zoom Support website.

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  1. Start or join a meeting.

  2. In the meeting controls, click Participants       .

  3. Click Invite at the bottom of the participants panel.

  4. Choose from the following invite options:

 

Invite using Zoom Contacts​
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  1. Click the Contacts tab.

  2. Select their name from the list or search for a contact.

  3. Click on the individual you would like to invite. You can select multiple contacts.

  4. After selecting contact(s), their name(s) will be highlighted in blue and they will appear in the list at the top of the window.

  5. Click Invite in the lower right corner. 

  6. Selected participants will be immediately invited to the current meeting, which will appear on their desktop or mobile screen.

Invite using Email
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  1. Click the Email tab.

  2. Select an email provider:

    1. Default Email: Invite others by using your default email application for your computer.

    2. Gmail or Yahoo Mail: Invite others by using the Gmail or Yahoo website. You will be prompted to sign in to your account. Your email service will be opened, either as through your desktop mail application or through your default web browser.

    3. Add recipients to the email and send it.

 

Note: A new email will be composed automatically with the meeting information in the email body.

Invite using Call Out
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  1. If enabled by your administrator, you might call from Zoom directly to any phone number. Ask your administrator about this feature.

  2. Click the Call Out tab.

  3. Enter the name of the invitee. This will be used as their display name in the meeting. 

  4. Enter their phone number. 

  5. Review and enable the following options: 

    1. Require greeting before being connected

    2. Require pressing 1 before being connected

  6. Click Call to have Zoom call the provided number. When the invitee answers the phone, they will be connected to the meeting as an audio-only participant. 

URL or invitation text

 

On any of the above options, click Copy Invite Link or Copy Invitation if you want to send your instant meeting information elsewhere.

  • Copy Invite Link: Copy the meeting join link.

  • Copy Invitation: Copy the full invitation text. 

  • Paste the URL or invitation using Ctrl + V on Windows, or Cmd + V on a Mac. You can also right-click and click Paste. This URL or invitation can be pasted in an email, other chat thread, or other messaging service. 

Zoom Troubleshooting

If Zoom recognizes your selected video camera, but your video either shows up as a black screen or is distorted, learn how to troubleshoot these issues.​​​​

How to troubleshoot issues with a black screen in place of video

This may be due to anti-virus or network security applications blocking Zoom's access to your camera, such as Kaspersky.

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Disable security applications on the device

  1. Disable the anti-virus or network security applications on the affected device.

  2. Launch a test meeting to see if that helped resolve your video issue.

 

Remove Zoom from the webcam access blocklist

  1. Open any anti-virus or network security applications on your device, and search for the webcam access blocklist.

  2. Remove Zoom from the blocklist.

  3. Launch a test meeting to see if that helped resolve your video issue.

 

For additional troubleshooting, submit a request to Zoom Support if you are still experiencing this issue.

Troubleshooting Virtual Background issues

If you are experiencing issues with Virtual Background, try the following troubleshooting tips:

  • If you do not have the Virtual Background tab in your desktop client settings after enabling it, sign out of the client, sign back in again, and check the settings again.

  • Manually pick the background color to ensure the correct color is selected. This option is only available after you click an image and have “I have a green screen” selected.

Click the color selector box and the virtual background will disappear temporarily, so that you can click on the color in your background that you want to replace with the virtual background. Zoom will automatically make a best guess as to which color should be replaced, but sometimes there are too many choices to accurately guess the correct one. This is why sometimes the virtual background will cover some of your face, as the color it selected was too close to your own skin tone. 

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  • Ensure that the background is a solid color with minimal shadows. Also, ensure the background is uniform in lighting. A 3-point lighting setup is ideal.

  • Ensure that your green screen color does not match your shirt, hair, or eye color.

  • Black bars on the sides of your video when virtual background is enabled? Ensure that HD video is enabled in your Video settings. 

  • If you are using VDI, some plugins do not support virtual backgrounds and less powerful thin client machines may also be unable to support the feature. Support for additional VDI platforms is in development and customers should check with their sales representative for updates.

Troubleshooting speaker or microphone

Check the device​

  • Make sure the cable connection with the microphone is fully inserted into the appropriate port.

  • If Zoom fails to detect your microphone, unplug the device and plug it back in.

  • If it’s a bluetooth device, ensure that it is turned on and connected properly.

  • Make sure that you are using a supported USB device for Zoom.
    Note: USB devices not listed within the above article may still work with Zoom. However, the devices listed are what we recommend for the most optimal experience. Supported USB devices less likely encounter audio issues.

  • Ensure the microphone is not on mute.

    • If you see the muted Audio icon in the meeting controls, click it to unmute yourself:
      If you are still muted, the host may have muted you upon entering the meeting. Ask to be unmuted by sending a chat message to the host.

    • Some microphones or headphones have a physical mute button, switch it off to unmute yourself.

  • Increase the volume on your computer or laptop using the volume buttons or notification panel. Even if the speaker is turned on in Zoom, your device's volume might be set to mute or vibrate only.

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Check audio settings​​

  1. Sign in to the Zoom desktop client.

  2. Click your profile picture, then click Settings.

  3. Click the Audio tab.

  4. Under Speaker, you can do the following.

    1. Test your speaker.

    2. Select the speaker you want to use in the drop-down menu.

    3. Use the Output Volume slider to increase or decrease the output volume.

  5. Under Microphone, you can do the following:

    1. Test your microphone.

    2. Select the microphone you want to use in the drop-down menu.

    3. Use the Input Volume slider to increase or decrease the input volume.

 

Windows users may also try disabling the Signal processing by Windows audio device drivers option within the advanced audio settings.

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Notes:

  1. If your audio device does not appear within Zoom, it’s possible that Zoom has not been given permissions to access it. Ensure that you have enabled access to your microphone for Zoom.

  2. To change the microphone or speaker during a meeting, on the controls toolbar, click the upward arrow beside the Mute option.

Common Issues

Below you will find some of the common issues you may encounter while using the call center, connecting to a patient, and joining Insights.

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​Go to Troubleshooting Insights for more specific topics like the stethoscope or Troubleshooting Call Center for missing calls.

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Contact 19Labs Support for additional resources or assistance or write a support ticket if you are experiencing a specific issue.

Expected Call not in the Call Center

If you suspect you are missing an incoming call in the Call Center, or the operator has mentioned they placed a call, check the following:

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Refresh your browser

The Call Center is constantly refreshing, but occasionally a call comes in between refreshes, so it doesn't appear exactly when expected. 

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Log out and back in again

In some cases it may appear as if you are logged in but your session has actually expired. Click on your name and select "log out" from the dropdown menu on the top right. Log out and back in again. 

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Check Participating Clinics

​Check your account settings. ​Click on your name and select “Account Profile” from the dropdown menu on the top right.

  1. Ensure the Clinic is in your list​

  2. Note: If the clinic you are expecting is not in your list, contact your Administrator so they can subscribe you to the clinic on the Deployment Management System (DMS).​​​​

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Request the GALE operator place a new call

In rare cases, they may need to end the session and place a new call. 

Missing a notification for an incoming call

If you suspect you are missing a notification for an incoming call in the Call Center, or the operator has mentioned they placed a call, check the following:

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Check Participating Clinics

​Check your account settings. ​Click on your name and select “Account Profile” from the dropdown menu on the top right.

  1. Ensure the Clinic is in your list​

  2. Ensure the Notifications toggle is on (green)

  3. Note: If the clinic you are expecting is not in your list, contact your Administrator so they can subscribe you to the clinic on the Deployment Management System (DMS).​​​​

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Check Notification Settings

Ensure you check the box and fill out the corresponding field. ​

Ensure your details are correct

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Note: If you have subscribed to SMS notifications but are not receiving them, this may be due to carrier filtering. If this problem persists, try receiving notifications through WhatsApp.​​

Can't join calls

You may experience a situation where you join a call from the call center and experience an error.

 

Zoom opens with “Please wait for the host to start this meeting”

This particular call may no longer be valid. In time, the call should be removed from the call center automatically.​​​

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Zoom doesn't open, Zoom tab says "Invalid Meeting ID. (3,000)

If this happens, this particular call may no longer be valid. In time, the call should be removed from the call center automatically.

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Troubleshooting

  1. Refresh the Call Center to ensure the most up to date information is displayed.

  2. Log out and back into the Call Center.

  3. Request the GALE operator place a new call. In rare cases, they may need to end the session and place a new call. 

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Can’t enter Insights

There are two scenarios where you may not be able to access Insights.

  1. Insights never loads, the spinner remains on the screen indefinitely

  2. You get a "Not Authorized" message

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Provider on GALE Call Center​

  • If you entered through the Call Center, try the Zoom link

  • If you entered through the Zoom link, try the Call Center button

  • Refresh the Call Center

  • Log out and back in again

  • Copy the link 

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GALE Operator (try each individually before the next)

  • Restart the call

  • End the session and place a new Call

  • Sync and place a new Call 

  • Restart the tablet, sync, and place a new call

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If there remains an issue after trying the previous, contact your IT department or 19Labs technical support as there may be a network issue preventing the connection. We may clear the storage on the device, but this requires coordination between the System Administrator and the GALE operator

Provider Deauthorized from Insights

If at any point the user deauthorizes your access to Insights, you will be unable to enter Insights for the duration of the session.

 

Note: This is different from not being authorized to begin with, as this is an explicit action taken by the user to remove access.

 

If you still require access to Insights, the user will need to end the call and begin a new one. They may have to end the session before starting a new call.

More Troubleshooting

​Go to Troubleshooting Insights for more specific topics like the stethoscope or Troubleshooting Call Center for missing calls.

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Contact 19Labs Support for additional resources or assistance or write a support ticket if you are experiencing a specific issue.

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