Provider Manual · Part III

Zoom telehealth integration

Connect one Zoom account per organization, provision telehealth meetings from the calendar, and bring recordings and transcripts into the chart.

4 sections~7 min read
III
Part III

Zoom telehealth integration

Connect one Zoom account per organization, provision telehealth meetings from the calendar, and bring recordings and transcripts into the chart.

3.1Add the app

Connect Zoom to your Hero EMR organization

An organization admin completes the Zoom setup from Hero EMR. Only one Zoom account can be connected per Hero EMR organization, and each physician should be mapped to a licensed Zoom host user before telehealth meetings are provisioned.

  1. Sign in to Hero EMR with an admin account. Open the admin area and go to the external provider settings where the Zoom integration is managed.
  2. Open the Video conferencing tab. In Hero EMR, navigate to Admin > External Providers > Video conferencing. There is no sidebar entry called “Zoom Organization OAuth”.
  3. Select Zoom as the active provider. The tab opens on an Active provider card with two choices, Zoom and Google Workspace. Pick Zoom; the Zoom connection card appears below it.
  4. Click Connect Zoom. Hero EMR will redirect you to Zoom so you can authorize the integration for your organization.
  5. Approve the Zoom authorization request. Sign in to the Zoom account you want connected to Hero EMR and grant the requested permissions. The integration uses Zoom access needed to read users, create and manage meetings, and optionally retrieve cloud-recording transcript files.
  6. Return to Hero EMR after Zoom redirects back. Once authorization succeeds, the card reads Zoom Telehealth with a Connected badge and a Connection summary — account, installed by, users last synced, and hosts available.
  7. Pull in your Zoom users. In Physician host mapping, click Refresh hosts so Hero EMR can re-read the active users from the connected Zoom account.
  8. Map each physician to a licensed Zoom host user. Pick a host from the dropdown next to every physician who will run telehealth visits. There is no save button — the mapping saves itself about a second after you choose; watch for the Saving… indicator turning into Saved (or Save failed). Where Hero can guess the match, a Use suggested: <name> shortcut appears under the dropdown. Each row shows Ready or Needs host.
  9. Test with a telehealth appointment. Schedule or open a telehealth visit and confirm the meeting provisions correctly for the mapped physician.
Zoom is not the only option. The Active provider card also offers Google Workspace, which creates Google Meet spaces through a service account instead. Its setup is a four-step wizard — Authorize (paste Hero's service-account client ID and the listed OAuth scopes into Google Admin as a domain-wide delegation), Workspace (Google admin email, workspace domain, Meet access policy, optional customer ID, and a checkbox confirming Google Workspace / Google Meet is covered by your organization's BAA), Verify (Verify Meet creation — Hero creates a test Meet space to prove the delegation works), and Clinicians (map each physician to a Workspace account, then Save mappings). Physicians join signed in to their Workspace account. Do not tick the BAA confirmation unless your practice actually holds one with Google.
Switching providers doesn't move existing meetings. Visits already provisioned keep the links they were created with. To move upcoming visits onto the newly selected provider, use Reprovision upcoming on the Active provider card and confirm — existing links for those visits may be replaced once provisioning finishes, so tell patients who already have a join link before you run it. The button stays disabled until the active provider is connected.
Optional transcript workflow: If you want to import Zoom transcripts into Hero EMR notes, Zoom cloud recording and transcript processing must be enabled for the meeting. Transcript import only works after the meeting ends and Zoom finishes processing the recording.
3.2Use the app

Run telehealth visits and optional note workflows

After setup, Hero EMR uses the connected Zoom account to support appointment-based telehealth workflows. Providers, staff, and patients use the existing Hero EMR scheduling and encounter screens.

Day-to-day telehealth use

  1. Schedule a telehealth appointment in Hero EMR. The physician assigned to that visit must already be mapped to a licensed Zoom host user.
  2. Open the appointment from the calendar or schedule view. Hero EMR validates the Zoom meeting before launch and can queue meeting setup if a new meeting must be provisioned.
  3. Join from the appointment. The provider join action becomes available close to the appointment time. Hero EMR opens the Zoom join or host start URL from the appointment record.
  4. Repair or resync if needed. If a meeting is missing or out of sync, staff can use the built-in meeting setup or reschedule flow from the appointment so Hero EMR re-queues the Zoom provisioning job.

Ambient dictation with Zoom audio

  1. Open the note writer for the encounter. Launch the encounter note from the telehealth visit.
  2. Open audio settings next to the microphone control. Enable the option to capture Zoom or system audio.
  3. Select your audio sources. Choose your microphone, then choose a virtual system-audio input such as ZoomAudioDevice (Virtual). If that device is not available, a BlackHole plus Multi-Output Zoom speaker setup can also work.
  4. Test before live visits. Audio routing differs by machine, so verify that your microphone and Zoom audio are captured correctly before relying on the workflow in production.

Transcript import

  • End the Zoom meeting so Zoom can finish processing the cloud recording.
  • Open the encounter note in Hero EMR and use the Zoom transcript import option.
  • If the transcript is not ready yet, wait a few minutes and try again.
  • If there is no cloud recording, Hero EMR cannot import a Zoom transcript for that meeting.

Important operating rules

  • One Zoom account is connected per Hero EMR organization.
  • Each physician should map to a single licensed Zoom host user.
  • Unmapped or unlicensed hosts will block telehealth meeting provisioning.
  • Rescheduling the appointment should be followed by a Zoom sync if the meeting time needs to be refreshed.
3.3Remove the app

Disconnect the integration from Hero EMR and Zoom

You can remove the app from the Hero EMR side, the Zoom side, or both. If the app is disconnected, new telehealth meetings will not be provisioned until the organization reconnects Zoom and remaps physicians if needed.

  1. Open the Zoom panel in Hero EMR. Go to Admin > External Providers > Video conferencing and make sure Zoom is the selected provider.
  2. Click Disconnect Zoom. The button sits at the bottom of the Connection card. Confirm the disconnect action. Hero EMR will revoke the active Zoom installation for the organization and return the status to setup mode or deauthorized state.
  3. Remove the app in Zoom if you want the Zoom-side installation fully gone. A Zoom admin can deauthorize or uninstall the Hero EMR app from Zoom Marketplace or the Zoom admin app management interface.
  4. Reconnect later if needed. To restore telehealth provisioning, repeat the add flow, click Refresh hosts again, and verify physician host mappings.
What changes after removal: Existing appointment records remain in Hero EMR, but future Zoom meeting provisioning, user sync, and transcript retrieval depend on an active Zoom connection.
3.4Troubleshooting

Common Zoom integration issues

Setup issues

  • If Zoom is connected but no hosts appear, the panel says so directly: “No licensed Zoom hosts were found.” Assign Zoom licenses to those users in your Zoom account first, then click Refresh hosts again in Hero EMR.
  • If meetings stay pending, confirm the physician is mapped to a licensed Zoom host user.
  • If the Zoom account was already connected elsewhere, disconnect it from the other organization before reconnecting.
  • If the app shows deauthorized, reconnect it from Hero EMR using the add steps above.

Transcript and audio issues

  • Transcript import requires a Zoom cloud recording and enough time for Zoom to finish processing it.
  • If transcript download permissions are missing, reconnect the app after updating the Zoom app scopes for cloud recording access.
  • If Zoom audio is missing from ambient dictation, re-check the selected virtual audio input and test your local routing.
  • If you need help, contact support@heroemr.com and include your organization name plus screenshots.

Need help? Email support@heroemr.com.