Client Registration Process

Allow potential clients to self-register from your personalized client portal linked to your own website.

⚠️  Note: This article discusses both the:

  1. Public client self-registration process and
  2. Staff-created (invitation only) client registration process

In this Article:

Customize Registration

To enable and customize the intake registration process:

  • Go to My Profile (left menu)
  • Navigate to the section 'Client Portal Settings' 
  • Find the sub-section 'Client Registration'

Here you will find namely two sections based on the way the client has been created in the system:

language Public Client Registration:
Those that have found you either from your unique portal link or find your therapist. Article here.

forward_to_inbox Invitation-Only Client Registration:
Those that have been sent an invite by a staff member to create their account. Article here.

edit_note Edit Settings:

To change these settings, click the blue  button at the top right

Registration has the following options:

  • Whether or not public registration is allowed
  • Ask clients to provide insurance information → Yes or No
  • Ask clients to provide a credit card (using integrated card processing) → Don't ask, Optional, Required
error Warning: If you set credit card to required and the clients card is failing validation, they won't be able to fully proceed to the client portal until they sucessfully add a card.

If they are having difficulties, they will need to reach out to their financial institution (bank) to correct this: they are the ones that make the decision to accept/deny a card, we and the card processor simply pass the message along.

Configure the settings as you wish, then click

shield_person Are you an Owner or Manager?

  • Go to Practice Settings (left menu)
  • Staff (top tab)
  • Select the provider's name
  • Then scroll to the Client Portal Settings section discussed above

Once the public client registration setting is enabled any potential client will be able to select  on your personalized client portal link (shown below):

Articles:

Once the client clicks , the client enters the registration process describe below. 

Don't want to allow clients to self-register?

No worries!

If you prefer to invite clients to the portal to perform the intake process at your own discretion, ensure "Public Client Registration" referenced in the top section of this article is set to no, then customize the "Invitation-only Client Registration" to your liking.

Registration Process: Client View

Clients registering in the portal are guided by a "registration wizard."

They will complete each "section" of the process as listed in the progress bar at the top of the window, shown below:

Click on the links below to take you to that registration section, or just keep scrolling down for the registration process in order:

  1. Appointment details (optional)
  2. Verify Your Identity (required)
  3. Registration details (demographics)
  4. Insurance information (if enabled)
  5. Credit Card (if enabled)
  6. Online Forms (if enabled, for auto-assigned forms to be completed)
  7. Confirmation page, to review & complete registration

Below is an example of the first page the client will see when booking an appointment as a never-previously registered client: 

⚠️ Note: Don't want your client to schedule their first appointment online?

Setting new clients to NOT be able to schedule online, but still allowing public registration would "skip" this entire appointment scheduling step and instead land the client straight into step 2 shown below.

Step 1: Select an Appointment Time (optional)

This screen allows a client to pick an appointment.

Clients work left to right, picking the:

  • What: Appointment type (not sure? click "I don't know")
  • Where: Location of the appointment

Once the details on the left are set, the client can select from an available date and times based on your availability calendar.

Article: Availability Setup

Clients not wishing to schedule an appointment at this time may skip this step by selecting with the bottom right button .

Step 2: Verify Your Identity

Next, we need to verify the client's identity by either:

  • Text
  • Email

  • Enter either your phone number or email, and click
  • Then enter the verification code:

⚠️ Note: if Email is selected, that will come from no-reply@therapyappointment.com

Step 3: Register (Demographics)

Here clients enter demographic information, among which we ask for:

  • Name (First, Middle, Last, Preferred)
  • Date of Birth
  • Gender
  • Username (for client portal, with it a client can reset their password on their own)
  • Password (requirements below)
    • Must be at least 12 characters long
    • At least one uppercase letter
    • At least one lowercase letter
    • At least one number
  • Phone number (can configure reminders)
  • Email (can configure reminders)
  • Address
  • Emergency Contact
  • Reason for appointment (visible to office staff)

⚠️  Note: Clients can upload their Photo ID in the top blue section with the button.

Photo ID is set to optional.

Using machine learning, TherapyAppointment will automatically pull the full name, DOB, and address to automatically fill in client details and providing you with a copy of their photo ID:

Once complete with that, click .

Step 4: Insurance (optional)

If your setting Ask clients about their insurance coverage? is enabled, clients will be prompted to enter their insurance information.

⚠️  Note: They can optionally upload an insurance card here as well.
The system does not automatically "scrape" data off insurance cards as it does with IDs due to complications and varying formats

Step 5: Credit Card (Optional)

If your setting Ask clients to enter credit card info at registration? is set to Optional or Required, clients will be prompted to enter a credit card to save on file. 

⚠️  Note: You must be connected with integrated credit card processing in order to collect credit card information from clients. More information: Configure Credit Card Processor

error Warning: If you set credit card to required and the clients card is failing validation, they won't be able to fully proceed to the client portal until they sucessfully add a card.

If they are having difficulties, they will need to reach out to their financial institution (bank) to correct this: they are the ones that make the decision to accept/deny a card, we and the card processor simply pass the message along.

Step 6: Online Forms (Optional)

If you have online forms or standard client documents set to auto-assign, and set to ask clients to complete those forms as a part of registration (optional or required), here we will take clients through the process of completing those forms.

Here's an example of a form during registration:

⚠️ Note: If set to optional, clients can skip either some or all forms with the button.

Step 7: Confirm

The client will be shown an overview of their appointment and asked to confirm: 

Clients are able to edit the appointment details by clicking the edit icon to the right of the When or Where above.

If no appointment was created, clients should instead be directed to this page:

🎉 Success!

The registration process is now complete!

To access the client portal dashboard, clients would click the blue button (center or bottom right).

Staff-sent invites: additional verification

For confirmation purposes, if sent an invite to email the client is asked to enter their date of birth. 

⚠️ Note: The date of birth must be entered exactly in this formula: mm/dd/yyyy

Having issues with this? Check below under Common Hangups!

⚠️ Note: Clients can reset their own passwords knowing only their Username with the steps here: Reset Password - Any System User

Registration: Common Hang-ups

Receiving an "invalid portal link" error? 

Invite links for clients are valid for 48 hours for client security.

Your office will need to re-send the invitation through the client's Profile, then Resend Portal Invitation (on the right menu).

Article with steps: Portal Credentials

Date Of Birth Not Working?

  • TherapyAppointment compares the DOB with what's on file with the client's profile
  • This is done for both privacy and security reasons
  • Clients will need to enter it exactly as shown on the profile. Formatted syntax: mm/dd/yyyy - including 0's and the full 4 numbers for the year, or it will fail validation
  • If your client is reporting issues here, manually verify with them the DOB they are entering, and compare it to what's in their profile:

If you need to change the client's date of birth, click the edit button at the top right of that section (the blue square with a pencil through it).

Client Interrupted in the registration process

Depending on how far they made it into the registration process, you may be able to resend them the portal invitation so they can resume where they left off.

  • Search for the client, and if found, follow the steps here: Client Portal Credentials.
  • If the client is not found in your clients list, ask them to start again, or consider creating them & sending an invite, steps here.
⚠️ Note: The article Client Portal Overview is an appropriate guide for both staff and clients.