Why telehealth is a permanent healthcare need

What is telehealth and why it’s a permanent part of care

Telehealth surged during COVID-19, connecting patients and providers safely when in-person visits were limited. It’s now a core component of modern healthcare, not a temporary fix, making it critical to understand how telehealth supports care today.

Across specialties, AI-enabled telehealth solutions improve access, reduce administrative burden, and support better outcomes. Yet recent policy expirations and funding disputes risk undoing years of progress, creating instability that affects patient care, provider reimbursement, and operational planning.

To address this, a Continuing Resolution (CR) has extended COVID-era Medicare telehealth flexibilities through January 30, 2026, preserving virtual care access and operational stability.¹

On November 20, CMS issued updated guidance on processing telehealth and Acute Hospital Care at Home claims.² Providers may now resubmit telehealth claims for dates of service on or after October 1, 2025, that were previously returned or held. CMS encourages refunding any overpayments to beneficiaries and instructs Medicare Administrative Contractors (MACs) to adjust impacted claims. Providers are expected to see a return to normal processing and only need to contact MACs if discrepancies arise.

This temporary reprieve underscores telehealth’s vital role and the pressing need for clear, permanent policies that support sustainable virtual care.

As the healthcare system moves beyond the pandemic, policymakers must treat telehealth as a critical element of quality, equitable care.

The rise of telehealth during COVID-19

Before 2020, telehealth and telemedicine software were constrained by geographic and site restrictions, limiting where and how patients could receive care. Emergency waivers during the pandemic removed those barriers, allowing patients to connect from home, expanding eligible provider types, and authorizing reimbursement for audio-only visits.

The impact was dramatic: while virtual care accounted for just 0.4 percent of all network visits in 2019, that figure jumped to 12.9 percent in 2020 before settling at 8.9 percent in 2022. These changes transformed telehealth from a niche service into a central part of care delivery, laying the groundwork for its long-term integration into the healthcare system.

The expiration of key flexibilities: A turning point for practices

The federal waivers that enabled telehealth’s transformation largely expired on September 30, 2025, except for those covering behavioral and mental health. Their expiration ended policies that had broadened eligible provider types, removed geographic limits, and reimbursed audio-only services for Medicare FFS beneficiaries. Related programs, like certain payment adjustments, also sunset at the same time.

For practices that built telehealth into their workflows, the expiration poses a potential disruption to daily operations and financial stability. Providers now face uncertainty about which virtual services remain billable, which patients qualify, and if Medicare covers telehealth in each case.

In the days following the expirations, CMS instructed Medicare Administrative Contractors to hold certain claims while Congress considered extensions. Although claims for behavioral health were later released, many others remain in limbo — complicating billing and straining cash flow.

Smaller practices, already operating on tight margins, are particularly vulnerable. Even larger systems face planning uncertainty as telehealth infrastructure and staffing investments hinge on unpredictable policy outcomes. Until Congress stabilizes the rules, practice leaders must navigate a patchwork of temporary fixes that make long-term planning difficult.

The telehealth cliff: Political and practical fallout

As flexibilities expire and policy debates continue, healthcare leaders face what many call the “telehealth cliff”—a sudden drop in access and reimbursement that risks reversing years of progress.

Practices that relied on telehealth to expand access and reduce no-shows now confront lower reimbursement, stricter eligibility, and uncertainty over coverage. Some are shortening visits or reverting to in-person appointments, even when virtual care would be more efficient. For independent practices, these changes threaten higher overhead and revenue loss. 

The consequences extend to patients. Rural and underserved communities, where telehealth closed long-standing access gaps, are most at risk. Without continued coverage, patients may face longer travel times or skip care altogether. Behavioral health and chronic disease management, areas that benefited most from virtual engagement, could see major setbacks.

Despite bipartisan support for telehealth, congressional action has lagged. Providers and patients remain caught between policy intentions and operational realities, as outdated rules jeopardize effective care delivery.

For practice leaders, the telehealth cliff is both a business and clinical challenge — demanding advocacy to secure the stability needed for sustained access.

Impact on providers and patients

The policy uncertainty surrounding telehealth is already reshaping care delivery. Administrative workloads are mounting as staff spend more time verifying payer rules.

Clinically, reduced telehealth access risks fragmenting care, particularly for patients managing chronic or behavioral health conditions. Many who relied on virtual check-ins for adherence and engagement now face barriers to scheduling or coverage. 

These disruptions also deepen inequities. Rural, low-income, and mobility-limited patients are again at risk of delayed diagnoses and missed follow-ups. Practices often absorb unreimbursed costs to maintain continuity, an unsustainable approach in the long term. 

For healthcare leaders, this instability undermines not only revenue, but also morale, patient trust, and the progress made toward more accessible, connected care.

Telehealth isn’t a pandemic-era convenience; it’s an investment in a more connected, resilient, and patient-centered healthcare system.

How practices can maintain virtual care amid policy uncertainty 

While policy uncertainty creates challenges, practices can take immediate action to maintain care quality, revenue, and patient engagement through telehealth technology. athenaOne® telehealth solutions help practices address the operational pressures created by expiring waivers and fragmented rules. 

• Patient engagement: Secure, multi-channel virtual visits — including video and audio-only options — keep patients connected, reduce no-shows, and ensure continuity for chronic and behavioral health care. Automated reminders and AI-driven follow-ups support adherence and satisfaction.
• Revenue assurance: Built-in eligibility checks, claim edits, and real-time tracking help reduce denied or delayed payments. Practices can confidently manage billing across multiple payers and locations, mitigating the financial uncertainty caused by changing policies.
• Operational efficiency: AI-native workflows reduce administrative burden, freeing staff to focus on clinical care and patient support. Practices can manage scheduling, documentation, and visit follow-ups all in one platform.
• Equitable access: By supporting both audio and video visits and tracking patient engagement, athenaOne Telehealth enables practices to deliver care to rural or underserved populations, maintaining equity even amid inconsistent policy environments. 

By leveraging these tools, practices not only protect their current telehealth programs but also build a sustainable, high-quality virtual care model that can adapt to future policy changes, ensuring patients remain connected and care delivery continues uninterrupted. 

Telehealth is no longer optional — it’s foundational 

Virtual care is now a pillar of modern healthcare—improving access, efficiency, and outcomes across specialties. But without stable policy and consistent reimbursement, practices face uncertainty that threatens this progress. 

For practice leaders, this moment calls for both action and advocacy. Demonstrating telehealth’s value through measurable results — improved adherence, reduced no-shows, stronger engagement — helps strengthen the case for permanence. 

Telehealth isn’t a pandemic-era convenience; it’s an investment in a more connected, resilient, and patient-centered healthcare system. Protecting that progress is essential to the future of care delivery. 

Learn how the AI-powered fully integrated athenaTelehealth™ solution streamlines virtual care for practices and patients. 

While the recent CR extends COVID-era Medicare telehealth flexibilities through January 30, 2026, it remains a temporary stopgap. This extension provides crucial operational relief to providers and patients but places renewed pressure on Congress to pass long-term telehealth legislation such as the CONNECT for Health Act or the Telehealth Modernization Act in early 2026. We continue to work with Congress to secure a permanent solution, offering both stability and predictability to providers and patients.