The rapid rise of secure messaging (SM) as a telehealth service has transformed patient-provider communication, offering convenience, continuity of care, and expanded access. However, the traditional billing model has become increasingly outdated, especially with the introduction of generative AI, which reduces the time required to review and respond to messages. This has created a critical need for a more data-driven reimbursement system.
Current time-based billing fails to reflect the complexity of clinical inquiries, or the effort required to navigate electronic health records (EHR) in crafting appropriate responses. Moreover, this system lacks transparency, leaving patients uncertain about potential charges and posing risks to engagement, access, and health equity.