Billing
"We collect copays at check-in when possible, but for telehealth and some clinicians it turns into invoicing afterward. For balances, we often send statements and then do manual follow-up."
“How are you charging your clients today?”
“We have one scheduler plus front desk coverage, but some clinicians still book their own follow-ups.”
Do you have a scheduler or are clinicians responsible for scheduling?/Who at the practice is responsible for scheduling?
“We pull a few built-in reports, then export CSVs and clean them in spreadsheets. Our ops manager maintains a dashboard manually. If the report format changes or a field is missing, the whole workflow breaks, and we lose time rebuilding it.”
How are you collecting and accessing your reporting data today (are you using reports)?
“Clients mostly call, email, or leave voicemails, and then staff relays messages to clinicians. For sensitive topics, email makes us uncomfortable, but it’s what clients default to.”
Do your clients have the ability to contact you through a secure system?
“We use DAP notes for therapy, separate med management notes for prescribers, and structured intake assessments."
What notes or assessments does your practice use today?
“Autopay is inconsistent for us, so we’re still manually charging cards or sending invoices after sessions. If a card declines, someone has to follow up by email or phone."
Does your platform currently have autopay or is this a manual process?
“Most referrals come from Psychology Today, some come from other providers, plus some word-of-mouth.”
How are you acquiring new clients?
"Clinicians are often between locations and want to quickly check schedules, review charts, and capture notes on mobile. Right now the web experience is clunky on a phone, so they wait until they’re back at a computer."
Do you currently have access to an app where you can access your patients files, notes, history, etc?
“We want online booking for intakes because our admins can’t keep up with inbound requests, but we’re nervous clients will pick the wrong service or clinician.”
Is allowing your patients the ability to book online important to you?
“We have established templates and a defined cadence—session note within 24 hours, treatment plan updates quarterly, and supervisor review for associates.”
Do you have set documentation workflows you are trying to transition over into the new system?
“Our EHR doesn’t fully handle self-pay the way we need, so we use a separate payment tool and then reconcile it back into the ledger.”
Do you have a digital payment collection system that is integrated in your current platform?
“Cancellations create chaos—admins scramble through emails and sticky notes to fill openings. We keep a ‘waitlist’ in a spreadsheet, then text people one-by-one.”
How do you deal with rescheduling appointments or fill in the calendar in the case of cancellations?
“Leadership tracks utilization, revenue, payer mix, cancellations, and basic outcomes measures, but we can’t get it in one clean view. We export data and stitch it together monthly."
What data are you using to evaluate and report out on your practice?
“We send manual reminders for higher-risk clients and rely on automated texts for everyone else, but we don’t always trust what actually went out.”
How do you remind clients about upcoming appointments?
“Ideally, clinicians capture the essentials during the session and finalize quickly afterward, with templates that match their modality.”
What’s your preferred workflow for how your clinicians take notes?
“We like having a single biller accountable and a repeatable weekly rhythm, but we’d change how much of it is manual. We want fewer portal logins, clearer rejection reasons, and easier ways to track work-in-progress so nothing gets lost.”
What about your current billing process do you like and what would you change if you could?
“We don’t offer true self-scheduling today because we’re worried clients will pick the wrong service or clinician. Admins book everything manually.”
Can your clients schedule through a client portal?
“Associates meet weekly with supervisors, and supervisors need to review and sign certain notes, plus monitor documentation timeliness.”
How do your pre-licensed clinicians interact with their supervisors?
“Clients complain that scheduling feels slow—they submit a request, then wait for a call back, then repeat their details to a second person. Rescheduling is worse because they don’t see openings in real time, so it becomes a back-and-forth thread.”
What is the experience for your clients for scheduling?
“A few clinicians use AI note assistants on their own, but we’re cautious about privacy, compliance, and whether it creates extra editing work.”
Are you leveraging any AI tools for documentation today? Would you be interested in learning more about how other practices are leveraging this technology?
“Some clients can pay online, but the portal experience is clunky and not everyone uses it. We still get lots of ‘How do I pay?’ calls, and many clients prefer a simple link or saved card on file.”
Do your clients have the ability to pay through a portal?
“Scheduling is handled by our intake coordinator and front desk, but clinicians still manage their own follow-ups and make changes directly when a client texts them. That hybrid approach causes confusion because updates don’t always flow back to the admin team, especially for reschedules.”
Who handles scheduling?
“Clinicians should focus on sessions, timely notes, treatment plans, and responding to clinical messages—not scheduling, chasing signatures, or managing balances.”
What tasks do you want your clinicians to complete day to day?
“We have a portal, but adoption is mixed—some clients use it for forms, while others still email or call. Telehealth links and document signing are especially problematic because people miss notifications. We’d like one reliable hub clients actually use consistently.”
Do your patients leverage a secure patient portal or app to schedule appointments, make payments, sign documents, and conduct telehealth appointments?
“Documentation spills into nights and weekends—most clinicians spend several hours a week finishing notes, and associates fall behind the most.”
When are you completing your documentation? How much time per week are you typically spending on documentation?