Telehealth nursing, explained clearly
Thinking about adding telehealth nurses to your service? Here are straight answers to the questions we hear most, exactly what a Caldera program includes, and a plain-English glossary of the metrics we report on.
The questions clients ask us most
New to outsourcing support, or comparing partners? Start here.
Are your nurses actually licensed where my patients are?
Yes, and it's the part we spend the most operational effort on. Telehealth is practised where the patient is located, so every nurse holds an active licence — or a Nurse Licensure Compact privilege — in the states their programme covers. Licences are verified directly against the issuing board at hire and re-verified at renewal, and nurses are not routed calls from states where their licence isn't active.
Who is clinically accountable?
Our Chief Medical Officer signs off every triage protocol before it goes live, and nurses work under clinical supervision with a defined escalation path. Nurses do not make medical diagnoses or issue coverage denials — anything requiring a physician goes to a physician.
Do your nurses work in our EHR, or somewhere else?
In yours, wherever possible. A disposition recorded in a separate system is a disposition your clinicians won't see. We work inside your EHR or platform with role-based access limited to the patients on the nurse's panel.
How quickly can a programme go live?
The clinical build — protocols, escalation paths, documentation standards — usually takes longer than the staffing. Licensure is the long pole where a programme needs coverage in many states at once, which is why we ask about your patient footprint early.
How do you handle protected health information?
Under written HIPAA policies covering administrative, physical and technical safeguards, with a Business Associate Agreement signed before any programme starts. Nurses work in locked-down environments; PHI is never copied, screenshotted or taken outside the systems we agree with you. Where a programme touches substance use disorder records, the stricter 42 CFR Part 2 rules apply on top.
Do you charge nurses anything to apply or be hired?
No. Never. Being hired never depends on buying anything — no certificate, no course, no equipment, no background check — and we verify your nursing licence ourselves, free of charge. If anyone contacts you claiming otherwise in our name, it isn't us — tell us at hello@calderanursing.com.
What every Caldera program includes
No matter the size of the program, these come as standard — because good support is a system, not just a headset.
Dedicated nurses
A team trained on your protocols, care pathways and patient population — not a shared pool answering ten organisations at once.
Custom protocol library
We build and maintain the protocols, pathways and escalation rules your nurses answer from, so guidance stays accurate and consistent.
Independent QA
Every program is scored against a rubric you approve, with coaching built in to keep quality climbing.
Service-level targets
Agreed answer-time, disposition and quality targets, tracked live and reviewed with you every week.
Weekly reporting
answer time, disposition accuracy and protocol adherence in a recurring review — support as a signal, not a black box.
Security & compliance
Written HIPAA safeguards, 42 CFR Part 2 handling where it applies, and the DPAs and BAAs your compliance team needs.
The numbers we report on, in plain English
Every program comes with live dashboards and a weekly review. Here's what the acronyms actually mean — and why each one matters.
Still have a question about outsourcing support?
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