Client Profile : Main

The client profile holds things like client demographics, referral source, emergency contacts, as well as insurance plan information. This is one of the most-used screen in the system.

In this Article:


Client Profile: Sections


double_arrow Right-hand Menu: Click here

Send portal invite, reset password, delete a client, unlock a disabled client portal account, reminder & login history, two-factor status, client face sheet (PDF), timezone and creation details

Access the Client Profile

To navigate to the Client Profile, go to:

  • group Clients (left menu)
  • Click the client's name from the list

Note: you can also use filters on the right to narrow down your search.

For our article on the Clients List click here.

  • You will then be brought to the client Profile page:
client profile - a picture overview
Click to see a larger version

Also shown above: Merging Client Duplicates

Client Memo & Alert

This (alert) appears in various areas of the system like the dashboard, schedule, and client list, as well as the client profile (both):


Article: Client Alerts and Memos

Personal Information (Demographics)

On the client's profile page you may edit basic demographics at the top section including:

Within the section, click the top right button to make changes.

Photo ID

View or upload a client photo ID, drivers license, or any form of identification needed (front & back):


  • To upload a new photo ID, click (top right)
  • If an ID is already uploaded, on the far right:
    • Click pan_zoom to see an expanded larger view
    • Click delete to permanently delete the photo ID on file

Photo ID Upload

At the next screen below, click the camera icon photo_camera to either

  • Take a picture with your device's camera
  • Upload a saved image


keyboard Save on typing!

Uploading a drivers license also allows you to automatically update the client name, DOB, and address!


Don't want to update that information?

Just click Do Not Update instead at the bottom right shown above. It will retain the information you already set in their profile.

Phone & Email

View or update phone numbers and email addresses here, as well as reminder settings:


Article: Client Reminders (phone or email)

mail View Client Email History

Need to check the emails (including date/time) sent to a client? Failed deliveries? We have you covered here!

To see all emails sent to this client, click the clock icon history shown here:



This loads a popup that lists all emails sent to the client by the system:

Tip: View practice wide email report by clicking (bottom right).

If an email address fails

You'll see an orange alert shown here. Clicking the orange alert will show the email history and status for this client:


Once loaded, on the left look for the delivery failures.


Fixes / Solutions:

Oftentimes it just takes you double checking to ensure the email address doesn't contain any typos. Edit the email address on file, then resend the portal invite.

  • Clients should also check their spam or trash folder, it may have arrived there
  • They can also search specifically for our email address: no-reply@therapyappointment.com

Still having issues? Ask the client reach out to their email service provider to investigate. You can give your client helpful information:

  • The exact date/time we attempted to deliver the email (within our tool)
  • The email address we use above

That will give their email provider the information needed to investigate the cause of the failures on their end.

Address

To the right of phones & emails, you can update your client's address and optionally add a different mailing address.

Diagnosis Codes

  • Providers can click edit to update the diagnosis outside an appointment with a quick note entry
  • Article: Writing a Quick Note


  • Hover over the diagnosis code (ie: Z63.1) to display the diagnosis description:


  • Additionally, you can set the illness onset date here
  • As well as 10 a-c: injured at work / in car accident / other)

Client Status

This is a per provider setting, status can be manually changed at any time for a client.

Clients entered into TherapyAppointment are automatically designated as new

This occurs with both ways clients are initially entered into the system:

Status information is detailed below:

New

  • Where clients start out
  • A first session has not yet been completed for this client
  • The client may or may not be scheduled for a first appointment

Active

  • Clients are automatically moved to here after you lock their first chart note

Inactive

  • Clients are no longer going to be included in your main searches, won't come up when scheduling appointments, and won't be able to send messages. To access, use the below article:

Article: Access Inactive Clients

Referral Source

  • Document who or how your client was referred to your practice
  • The dropdown is populated by the referral sources entered in your Practice Contacts
  • Run a report for helpful insights as well

Note: The Referral Source will never be shown to the client via the portal.

Article: Client Referral Source (and Reports)

Group Memberships

  • Lists any groups the client is a member of
  • Add this client to any group, or multiple groups here


Article: Groups: Creating, Scheduling, Charting, and Payments

Client Contacts

Here you can view or update any client contacts you may wish to have on file. This could be used for people the client knows like parents, significant others, a close friend, etc.

This section additionally includes emergency and responsible party contact designations:

Credit Cards

  • Add, view, or delete any saved card on file
  • With multiple cards, a solid blue star will appear to the left of the card marked as default
  • To change the default, click the empty star star of another card

Options (right side):

delete Delete the card
edit_square Edit the card (Label)

Note: due to credit card processor limitations and how cards are securely stored, you can only update the label of a card once added. Need to change card details? Add a new card on file and delete the old one.

Note: Clients on the portal can add as many cards as they wish, but cannot remove the last card on file for your protection.

Article: Take a Payment

Private Pay

  • If enabled, this flat rate will override any other default charge rates for all sessions
  • Can be toggled on / off as needed


Article: Private Pay

Primary & Secondary Insurance

Primary & Secondary Insurance


Note: You can also add a copy of the Primary Insurance card on file (front/back photo)
       Due to significant variation, this feature CANNOT automatically extract data from insurance cards

description Example of insurance entered:


Beneath that you'll notice:

description Benefits Confirmations and Pre-Authorizations:

For more detailed information about this section, review our article here on client insurance

Insurance Verifications

Insurance Verifications

Generate or view insurance verifications using Real Time Eligibility for participating insurance companies:


Article: Insurance Eligibility Verification

Right-hand Menu

  • To the right we have a menu with quick actions:
    • On mobile? Click first to reveal the menu

Example profile:


Note: Not seeing the right-side menu? Using a smaller screen? If you're on a phone or tablet especially, you will have three dots in the top right corner to access this menu.

lock Client locked out of the portal?

We have security lockout measures in place to keep client accounts safe as well as yours.

If your client is locked out of the portal due to too many invalid login attempts, near the bottom of the right hand menu click shown here:

We also suggest confirming the username with the client (shown below the alert). With just that and their email address on file, they can reset their password on their own with the steps here.