​HIPAAVIDEO Knowledge Base

General

HIPAA Video is a HIPAA compliant and user-friendly video solution for healthcare professionals who wish to provide telehealth services to their patients. We do not offer legal advice or accept reports of HIPAA violations.

If you have a complaint or violation you want to report, we recommend you contact the U.S. Department of Health and Human Services (HHS). HHS protects the health information of all Americans and provides essential human services. As a courtesy, the HHS contact information is listed below.

Visithttps://www.hhs.gov/
EmailOCRComplaint@hhs.gov

HIPAA Video does not offer consent forms. The feature is currently on our Product Roadmap.

Yes, HIPAA Video provides a signed Business Associate Agreement (BA Agreement) to all our paid members.

Our product is built on a technology that can scale to accommodate both high and low bandwidth conference scenarios. Many of our users utilize mobile devices with limited connectivity; yet can successfully participate in video communication that would otherwise fail if not for our product’s ability to adapt to network circumstances.

Yes, HIPAA Video is compatible with a wide range of smartphones and tablets. To learn more, view our system requirements list.

You can view or edit your notes any time after the video visit is completed. In your Provider account, click Patients to enter the patient view. Click options next to the Patient’s details — next click Edit Notes. A small window will pop up with the notes you recorded during your visit with the patient. If you are editing the notes, click Save when you are finished to update edits.

No, Patients cannot see the notes you document in the notes section during a video visit.

HIPAA Video currently does not offer the ability to integrate payment options; however, it is on our product roadmap.

Getting Started

  • PCs / Macs
  • Laptops / Desktops
  • Macbooks
  • Chromebooks
  • Smart Devices
  • Tablets
  • Windows 7 and later
  • Mac OSX 10.10 & above
  • iOS Version 13 & above
  • Android 8.0 & above
  1. Google Chrome Version 78 or higher (MOST RECOMMENDED)
  2. Safari OSX 10.10 and higher *
  3. Firefox Version 69 or higher
  4. Internet Explorer / Edge **

*Safari – Screen Share Unavailable (COMING SOON!)
**IE / Edge- Limited, NO Video or Audio

Visit https://hipaavideo.net/contact-us/#form. Answer the questions in the form accordingly. When you have completed the questionnaire, click submit. A member of our dedicated team will contact you within one business day of your submitted request.

A single Provider subscription will allow you to manage one (1) Provider license, usually the owner of the account.

A Clinic account has no limit to the number of Providers you may subscribe/manage.
Contact HIPAAVIDEO.NET Sales to increase the number of Providers for your practice.

When creating a Patient’s profile, entering their date of birth is optional.

Visit the Appointments section to resend an Invitation to your Patient.

  • Find your Patient’s appointment under Future Appointments
  • Click the Resend link under Actions

Click Yes to resend the Invitation to your Patient.

Not Receiving their Invitation?

If your Patient does not receive their Invitation, have them check their Spam/Junk Mailbox folder or check that you have the correct spelling of their email in the Patient’s profile.

Log in to your account and go to APPOINTMENTS.

  • Click Create New Appointment.
  • Type the name of your Patient under Search, then select your Patient from the list
    • Click Add Patient if your Patient profile doesn’t already exist
  • Under Provider, choose your Meeting Date then Meeting Time
  • Choose your Call Duration (in 15-minute increments)
  • If Recurring, click to Enable and set your recurrence settings
  • Select whether to Email or both Email/Text invitation via SMS
  • Optional: Upload an Intake form
  • Click Send, or click Preview to see the appointment details before sending

Subscription

HIPAA VIDEO offers an entirely free 14-day trial that gives you full access to the platform.

  1. Visit: https://application.hipaavideo.net/HomePage/Signup
  2. Click “Sign Up” under Free Trial
  3. Enter your basic information to set up your account
  4. Verify your email/passcode
  5. Begin your free trial!

You will not be asked to enter your credit card information until you’re ready to become an active member of HIPAAVIDEO.NET.

No. HIPAAVIDEO.NET will NOT ask you to enter your credit card information when registering for a 14-day free trial.

After the trial expires, you will continue to have access to your account, but the ability to schedule and start visits will be disabled. You will only be asked for your credit card when upgrading your account.

Our price is ONLY – $24/mo., per Licensed Provider

Log in to your account and go to My Profile. Click the Subscriptions tab and choose Upgrade under the plan of your choice. Follow the prompts to select a duration (monthly/annually) and enter your credit card information to complete the purchase.

To increase or decrease the number of licenses on your account, go to the subscriptions tab under My Profile. From this screen, you will be able to manage the number of active licenses on your account.

To update your payment information, go to the Subscriptions tab in My Profile. Click the blue text that reads update payment info. A window will open asking you to enter your payment information. When you are finished, click Save.

My Profile

After logging into your Provider account, click on your name in the top right-hand corner of the screen. When the drop-down menu appears click My Profile.

Once the next window opens, click upload and then upload your chosen profile picture.

Visit HIPAA Video’s sign-in page at – https://application.hipaavideo.net

Click the blue link that reads “Forgot Password?” Enter the email address that you use to log into your Provider account, then click confirm.

You will be instructed to enter the SMS code sent to the phone number you have on file for two-step authentication. After you enter the code, you will be sent an email with a link to reset your password. Click the reset password link in the email and then follow the prompts to reset your password.

Lobby Settings

Click Lobby Settings in My Profile on the left-hand side of the screen. At the top of the screen, under “Main Info,” you can enter and edit the disclaimer.

Select the color of your choice under “Lobby Color” by clicking the color and clicking Save at the bottom of the page.

Log in to your account and go to My Profile. Click the Lobby Settings tab and click the Upload link next to the Logo section. Choose an image file, then click Open. Remember to click Save at the bottom of the page to accept the changes.

Under Business Location in the Lobby Settings tab, you will have the ability to display your organization’s address and hours of operation. Enter the street address, state, city and zip code, then select the hours to match your office hours. Click Save for the details to be displayed to your patient in your virtual lobby.

In Lobby Settings under Helpful Links, add resourceful links by entering the URL link. Enter the Link Title to match how you want the link to be displayed in your lobby. To add more links click Add Link.

Under Bulletin Board in Lobby Settings, enter your personalized message, announcement, or any additional information you wish to be displayed to your patients while in your lobby.

Assistant

You can choose specific settings for your assistant permissions and restrictions. Choose exactly what you want your assistant to have access to by clicking the blue checkmark next to the function.

To remove access for certain responsibilities, click the blue box to remove the checkmark. Remember the click save to update the changes.

Security

This is to ensure your account is safe and will send you an email and/or text notifying you that someone has logged into your account.

Click on your preferred method of receiving your code via text message, phone call, or using your WebAuthn key.

Plugin your WebAuthn key. Wait for your device to recognize the key. Once the drivers are set up, you can then enter a pin and confirm the pin ensuring an extra layer of protection. On your smartphone, you can choose the setting of facial recognition or fingerprint.

My Lobby

When it’s time for your scheduled meeting, your Patient will appear active in your lobby. Click the Lobby tab to go to your Lobby. Once you are in your Lobby, you can send an unlimited number of messages to your patient by entering your message and clicking the send button.

To securely send a file, click the paper click icon mceclip0.png on the bottom left-hand side of the message window. Browser your device for the appropriate file, click open, then send the file by clicking the send button.

To change your camera or microphone, click the Test my Audio/Video link in your Lobby. A small window will appear where you will be able to test your audio/video settings. To switch your camera to front or back view click the camera drop down to select your camera of choice. To change your microphone, click the microphone drop down to select your microphone.


To begin your HD video meeting, your patient must first be active in your lobby. A green dot will appear next to the patient’s name when the patient enters your virtual lobby.

To begin the video call, simply click the video icon in the upper right-hand corner of the chat window.

To remove a patient from your lobby, click the icon in the upper right-hand portion of the chat window next to the video call icon.

A small window will open, asking if you are sure you want to reject the patient. The patient will not be able to enter your lobby again with the same invitation link they previously entered you lobby with during their scheduled appointment. To remove the patient from your lobby, click the blue reject button and the patient will be successfully removed until the next time you schedule an appointment with them.

Appointments

To cancel a scheduled appointment, click the appointments tab to view your upcoming scheduled appointments.

Click the Cancel button in the ACTIONS column for the appointment that you wish to cancel. After clicking cancel, a popup will appear, click the YES button and the appointment will be removed from your future appointments list.

The Patient will receive a cancellation notification by email and text message.

To edit an appointment, click Edit under actions in future appointments. A small window will be open, allowing you to make the desired changes to the details of the appointment. Remember to click save when you are finished, and the appointment will be updated, reflecting the changes made.

Patients are notified by Email or Text Message (SMS). While scheduling the Appointment, a Provider may choose whether to send only an Email or both Email & SMS.

To view your past appointments, click the appointments tab. In the appointment list, click the appointments history tab. To view a specific Patient’s appointment history, type their name or email address in the search bar to filter the list.

Log in to your account and go to APPOINTMENTS.

  • Click Create New Appointment.
  • Type the name of your Patient under Search, then select your Patient from the list
    • Click Add Patient if your Patient profile doesn’t already exist
  • Under Provider, choose your Meeting Date then Meeting Time
  • Choose your Call Duration (in 15-minute increments)
  • If Recurring, click to Enable and set your recurrence settings
  • Select whether to Email or both Email/Text invitation via SMS
  • Optional: Upload an Intake form
  • Click Send, or click Preview to see the appointment details before sending

Visit the Appointments section to resend an Invitation to your Patient.

  • Find your Patient’s appointment under Future Appointments
  • Click the Resend link under Actions

Click Yes to resend the Invitation to your Patient.

Not Receiving their Invitation?

If your Patient does not receive their Invitation, have them check their Spam/Junk Mailbox folder or check that you have the correct spelling of their email in the Patient’s profile.

Patients

No, Patients are not required to sign up or pay a subscription fee to join you in any HIPAAVIDEO.NET online visit.

Yes. The Patient can send files to the Provider once the patient enters the lobby and while the video meeting is in session.

Click the paper clip icon in the chat window at the bottom left-hand corner. Browse your device, then click Open to select the file. Click SEND in the message window to send the attachment.

No, Patients cannot see the notes you document in the notes section during a video visit.

You can view or edit your notes any time after the video visit is over. Click Patients to enter the patient view, then click options next to the Patient’s details — next click Edit Notes. A small window will pop up with the notes you recorded during your visit with the patient. If you are editing the notes, click Save when you are finished to update edits.

When creating a Patient’s profile, entering their date of birth is optional.

Troubleshooting

Patients who try to join your appointment using the Gmail app from an iPhone or iPad may encounter compatibility related issues.

Gmail In-App Browser

When a Patient clicks the appointment link, Gmail utilizes its own “in-app browser” window to display the web page. When joining HIPAAVIDEO.net from the “in-app browser”, the video and audio feature may not work and cause black videos to appear for both the Patient and Provider.

Solution

If your Patient opens their appointment link using the Gmail app, ask them to click the “Open in Safari” icon when asked to enter their Passcode. This icon can be found on the bottom-right corner of their page. This will bypass Gmail’s “preview” window and open the link directly from Safari.

Solutions

During an online visit, there are three possible reasons why you may NOT be able to hear your Patient.

  1. The Patient’s microphone button is on mute.
    • Ask the Patient to unmute by securely messaging them.
  2. Your headset is NOT connected correctly.
    • Ensure the drivers are up to date
  3. The volume is too low to hear or muted.
    • Make sure the volume on the device you are using is turned up

During an online visit, click the Screen Share button from the lower toolbar. Choose one of three options:

  1. Your Entire Screen
  2. Application Window
  3. Chrome Tab

*only available in Chrome browsers

Click the Share button to start the Screen Share

HIPAA Compliance

Multifactor authentication is required for all platform access for both providers and clients. All HIPAA Video production servers are deployed to Microsoft Azure Government infrastructure. All communication between HIPAA Video production servers and its users are secure utilizing strong, industry-standard ciphers. To learn more about how HIPAA Video maintains compliant, ask about our Customer Access and Data Security document.

  1. Communication is first initialized by a user either electing to begin a call or present themselves as being available by entering a meeting/waiting
  2. When ready to communicate, each user’s browser collects relevant data about its network environment and relays it to the other
    • This phase of signaling data is relayed via HTTPS (SSL) or WebSocket (TLS)

The provider is authenticated by presenting a username password challenge.

  • Complexity constraints are imposed on the password
  • Account lockout mechanisms are implemented
  • Password re-use is prohibited

Upon completing standard authentication, a single-use pin code is transmitted to the provider
via SMS.

  • The pin is only valid for 90 seconds
Provider authentication diagram.
  1. Communication is first initialized by a user either electing to begin a call or present themselves as being available by entering a meeting/waiting
  2. When ready to communicate, each user’s browser collects relevant data about its network environment and relays it to the other
    • This phase of signaling data is relayed via HTTPS (SSL) or WebSocket (TLS)

52.247.175.244 application.hipaavideo.net
HTTPS/WSS (SSL/TLS) TCP: 443 (Signaling and platform communication)
13.72.21.155 ts1.hipaavideo.net
Signaling, TURN + STUN TCP/UDP: 443, 3478, 5349
Video Relay UDP: 50000-59999 (generally 1-3 ports are opened in this range)

No, HIPAA Video does not require any software downloads. HIPAAVIDEO.NET is entirely web-based. All our servers are securely running on Microsoft Azure Government; a government trusted cloud storage server.