TheraNest Community

I’ve changed my office address in the organization’s profile. However, when I print out statements or Superbills, the previous address still appears. Does anyone know how to get the new address to appear?

We are desperate for a solution to help us quickly review which treatment plan is past due for 11 was completed on a specific date and if it was signed. Please prioritize a report that would run the initiation date and signature date of a treatment plan as well as last modification date. Thank you!  

Is there a way to change the telehealth screen background from white? Even when the computer and/or browser are in dark mode, the telehealth platform background stays bright white, which reflects off my glasses and makes me turn the screen brightness down, adding eye strain. I would appreciate it if the platform responded to dark mode or had an option to change the background colors to reduce eye strain.

Hello! Does anybody know if Ensora is planning a TheraNest update to allow separate dates for invoice adjustments for primary and secondary payers? It would make the invoice much cleaner and clearer to see the actual dates that a secondary payer processed a claim instead of forcing the secondary payer’s adjustments to have the same date as the primary payer’s adjustments. Thanks!

Although I can see the ZZ and taxonomy code in box 24 I and J, my PEHP insurance company says they cannot see it.  Neither Theranest nor PEHP has a solution for this.  I have claims from July that PEHP refuses to pay.  I do not want to manually print out each HICF form and mail them in.  Please HELP!

Add a field for name pronunciation and feature it at the top of the client details page (near pronouns)

We use Ensora/Theranest and were considering using Apex/in-house as our clearinghouse. We’ve left two voicemails to try and have sales call us back over two weeks, and we haven’t gotten a response yet. Sales is usually the best representation of a company; how is everyone’s experience here? Is customer support this poor?

I am surprised that Theranest does not have the built in feature of requiring front and back of insurance cards to be collected during the intake process, along with prompting clients to save a card on file. We have to include forms for collection during the intake process which then relies on manual entry (time consuming and unnecessary!) Can we please have this feature added?

Is there a way to review an Intake Form? I see that I can print the form to see how it looks, but I’d like to see exactly what the client sees when they fill out the form on the Portal Account.

How do you add a diagnosis code for a recently developed condition and only make it effective as of today forward?  We are finding when adding a diagnosis code today, it autopopulates to all previous invoices/statements (if they need to be re-created, which is not uncommon for our clients or insurance). 

I have clients regularly stating that they cannot find Superbills or “EOB type” to submit to insurance. They frequently need to access Superbills from months ago for various reasons.  Clients can see all the Appts, but there is nothing clickable and downloadable. Is there a way for clients to access past Superbills in ONE place in the portal without having to search through emails of paid Superbill “receipts”? AND without my admin having to send multiple Superbills one at a time all over again?  

Hi there Ensora Health FamWe currently use MCP 2.0We have a 3rd party who needs to view our claims for potential purchase. We need help configuring ERA'sHere's the question our 3rd party is having regarding reviewing our claims:Where are your ERAs configured to come into (your main clearinghouse)? The reconciliation tab on your EMR shows no incoming ERAs over the last month.Thank you in advance for your help!Best in Health, Drs. Ryan & Allyson Moore

Hi everyone, we want to update you on issues some of you experienced with Progress Notes and Cases following our 8/26 release, including problems signing/submitting notes, session duration not updating correctly, and some accessibility issues with screen readers.Our team has rolled back these changes today for affected customers, so your experience should be back to normal. Please note that this rollback is temporary; the updated layout and functionality remain our go-forward design, and we'll reintroduce them once these issues are resolved.If you're still experiencing problems after today's rollback, please submit a ticket to theranest.support@ensorahealth.com so we can take a closer look.

I am trying to figure out how to view both a clinician’s availability and their scheduled appointments on the same screen in TheraNest. Right now I have to click back and forth between the calendar that shows the appointments scheduled and the availability tab, which is quite difficult. 

We need a way to make it required to add insurance card photos for insurance clients. Preferably within the intake forms. There are soooo many TPAs out there now and billing needs to have the correct Payor ID and we can’t rely on clients to give us that correct information (some have trouble even providing a correct/complete ID number, let alone anything else). There also needs to be a way to request this information the same way we do with all the other forms they fill out in the portal.

I have a signed BAA and the New Terms and conditions which go into effect on Sept 14 have raised some serious HIPAA concerns.  Specifically: Section 1 ("Customer Data") and Section 2 ("License to Data") of your new terms raise significant compliance concerns.I have written to the company and left a phone message and am waiting for a response.  Has anyone else received  clarification on the following points:Agreement Priority: If there is a conflict between these new Terms and Conditions and our existing BAA, which document takes legal priority? Do these new terms alter or replace any part of our existing BAA? HIPAA Marketing Restrictions: The new terms state that you may use Customer Data to "market Our products and services." Since our Customer Data contains Protected Health Information (PHI), how does this usage comply with HIPAA rules, which strictly forbid using PHI for marketing without explicit patient authorization? Data Return and Destruction: The updated terms grant your compa

Hello Community,I’m checking insurance eligibility for a client and keep getting the following error message. I haven’t been able to find an article in the Knowledge Base that explains how to resolve it.Error:Error(s) in response, (requestValid = True, reason = ServiceDatesNotWithinProviderPlanEnrollment, Action = PleaseCorrectAndResubmit, PayerId = , Message = ).The payer setup and the client’s insurance effective date are correct.Can someone please help me understand what this error means and how to resolve it?Thank you,Frances

Hi, Is it possible to send superbills via the secure portal messaging?  I see how to send them via email but I would rather send them via the secure portal since email is not as secure.

I wanted to see if anyone has been able to pull history and cost/coverage information in eRx without manually entering each patient’s insurance.  I am the only provider and have a large quantity of patients with no time to enter each person’s insurance in eRx platform (which was customer service’s suggestion).  The couple of people I have done this for still didn’t provide any information as most of their cards do not have all the Rx benefits numbers needed.

Wondering if anyone else experiences difficulty with new clients accessing intake and forms? Today, I had yet another new client say that she could not advance to the other forms after she completed one. The portal would not let her advance to the next set of forms. I would say that at least 8 out of 10 new clients has some sort of difficulty with the portal. Is it me? At first I thought it was the client, but now it’s been several years and still no change. Sending them a video from Theranest is not helpful. I have pretty high functioning clients so not sure what the issue is. Has anyone else had complaints from clients? It’s really annoying because it takes up a lot of my time. 

We need a way to make it required to add insurance card photos for insurance clients. There are soooo many TPAs out there now and billing needs to have the correct Payor ID and we can’t rely on clients to give us that correct information (some have trouble even providing a correct/complete ID number, let alone anything else). There also needs to be a way to request this information the same way we do with all the other forms they fill out in the portal.

Greetings,My practice is such that I frequently negotiate fees on an individual basis. This is the fee they are charged if they attend the session, or if they late cancel or no show. It would therefore be useful, and logical, for the “Late cancel” and “No Show” code to consult with and insert the amount specified in theexisting field on the Client details page: Set Payment Amount-     $  xx.xx                                                                        (overrides default)     IF there is a value entered there. If the field is empty then proceed with the conditions indicated in the  Cancelation Policy on the ‘Organization Settings tab.

Hi! Our practice has several different Progress Note Templates, including EMDR-specific notes, session notes, treatment plans, and safety plans. Is there a way to make the Summary of each note in the progress note tab identify the template name instead of only the service date so they are easy to find when needed? Thanks! 

I not infrequently have clients needing copies of previously paid invoices to re/submit to their carrier, or even to verify a transaction or date. Yes, i encourage people to print/download copy’s when paying, but nonetheless...