This document provides some basic questions and answers for moving from thera-LINK to TheraNest Telehealth. See Telehealth Overview for more information.
See Moving from thera-LINK to TheraNest Telehealth for a full overview of the process.
Is there a discount on my subscription when I move to TheraNest?
We are offering a discount when you move from thera-LINK to TheraNest. To ensure that you receive this discount, follow the setup process outlined in Moving from thera-LINK to TheraNest Telehealth.
Do I have to import my Client Profiles or will that be done for me?
You know your clients best. By importing them yourself you can import just your active clients. You can bring them into TheraNest by either a manual or export/import process.
See Step 3: Add Clients in the Moving from thera-LINK to TheraNest Telehealth article.
Does the video system requires anything different from thera-LINK? That is, does it work on all computers, tablets, and phones?
The video system works the same way that you currently experience. You'll need the following:
- A computer, tablet, or phone (no applications or software to download).
- An external or integrated webcam.
- An external or integrated microphone.
- An internet connection with a bandwidth of at least 10 MBPS. We recommend an Ethernet cable over Wifi when possible to ensure you receive the best possible connection through your internet provider. You can check your internet speed by visiting www.speedtest.net/.
See Telehealth Requirements for additional information.
Is there a limit to how many people can be in a group?
Depending on the plan you choose you may have single client sessions or group sessions up to 20 participants per session and unlimited sessions per month.
How does scheduling work?
You can create Telehealth appointments for yourself or allow a scheduler to manage calendars and appointments by using the system Schedule. Appointments can be scheduled as Telehealth or regular appointments. See Step 4: Schedule and Start a Telehealth Session in the Moving from thera-LINK to TheraNest Telehealth article.
Can clients request appointments?
If you choose to use the Client Portal in the system, clients can request appointments from the portal and have them scheduled and confirmed. When the session time arrives, the client can also connect to the session via the Client Portal. See Client Portal Overview for more information.
Does the calendar work for online and in office clients?
Yes! You can create all your appointments in the system Schedule. It provides multiple views for the Agenda, Calendar and Staff and can be filtered for multiple views. Telehealth appointments display a camera icon which can be used to start the session.
Is there a waiting room?
When a client starts their session they are placed in a waiting room. You can customize the banner and message for the waiting room that all clients see. When a client enters the waiting room an audible sound is played to notify you that they are waiting. You can let them in at that time or use the Chat feature to let them know you will be right with them.
Is there a time limit on the sessions? For example, If I schedule for one hour, does the camera turn off at the one hour mark?
The session will time-out 2 hours after the session is started.
Does the system send out reminders? If so, how often? Can I control how many get sent out?
There options available for text, email and phone appointment reminders in the system. You have the ability to select multiple reminder schedules so your clients can receive more than one message about upcoming appointments. Additional reminders will be sent even if the appointment is confirmed, but no additional reminders will be sent if the appointment is canceled. See Appointment Reminders Overview for more information.
How does billing work if I'm charging my clients?
You have multiple options for billing a client including:
- Sending an invoice to the client via paper, email or through the Client Portal.
- Enrolling in credit card or electronic funds transfers.
- Insurance billing through a Clearinghouse.
- Choosing RCM services.
Will there still be support 24/7?
You can access support through in application Chat, through our Knowledge Base, email or by phone.
See Contact Support for full details.
Will clients log in through their own portal or will it be an emailed link?
You can send a link to clients via email or they can access the session through the Client Portal if you have chosen that option in the system.
See Share Telehealth Link with Client and Share Telehealth Link with Client via Client Portal for additional details.
Is screen sharing available?
You can share your screen during the session.
See Share your Screen for more information.
Can I share documents with clients?
Documents can be shared with clients through the system via secure messaging using the Client Portal. See Therapist: Secure Messaging Overview for more information.
Is there a way to test the camera and mic before a session?
Prior to each session you have the option to test the camera, microphone, speakers and network before you start the session. These options are also available to the client.
See Pre-Session Setup & Troubleshooting and Client: Telehealth Pre-Call Test for more information.
What kinds of reports to I have access to?
There are a wide range of Reports within the system including Telehealth Activity reports for:
- Appointments changed to Telehealth Session
- Telehealth Sessions Changed
- Telehealth Session changed to Appointment
- Telehealth Session Deleted
- Telehealth Session Ended
- Telehealth Session Expired
- Telehealth Session Scheduled
- Telehealth Session Started
See Reports Glossary for more information.
Is there a client folder for each client that has tabs to easily access appointment and session information?
You can access the client from a search bar at the top of the screen and click Appointments in the navigation bar to access all client appointments. Each client has their own electronic health record in the system. Information in the client EHR include pages for:
- Client Details - Name, service types, contact information, contacts, etc.
- Additional Details - Intake Dates, Living Will, Advance Directives, Proxy, DPOA and Health Care Information
- Bill to & Insurance Information
- Assigned Staff
- Family
- Contact Network
- General Documents
- Reminders
- Reports
- Appointments
- Ledger
- Clinical Case and Progress Notes
- Clinical Documents
Where can I find information to provide to my clients about their Telehealth Session?
You can provide the link below to your clients to download a copy of instructions for their telehealth session, download the pdf and send it to your clients or open it, and/or print and provide it to your clients in person.