TheraNest Community

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.

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 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...

Is there a way to send a payment link that does not expire in 24 hours? clients often see the link and wait to long to use it. 

We have six office staff with full admin permissions and 27 therapists. Office Staff currently handle all initial new client  intake via phone and verify insurance before confirming new client appointments. We would like to allow new clients to request an appointment online, then have our office staff confirm their insurance and then have office staff send a message to the client confirming the appointment. We do not want our therapists involved in confirming new client appointments.However, when an appointment has been requested via a New Appointment Link, the Unconfirmed Appointment only shows in the therapist's account but not for office staff. Online scheduling for new clients in Theranest is impossible without office staff being able to see new Unconfirmed Appointments. >>>Is there a setting that I’m missing? We need all office staff to be able to see all Unconfirmed Appointment requests.>>>Does anyone have any alternative recommendations for online scheduling pl

Is there any way to include the clients insurance ID in the customization grid?

I’d like to be able to see who I have emailed statements to after batch invoicing

I’m not sure if this is the right place for this suggestion. In the “additional details” tab, it would be amazing if those fields were customizable. We have no real need for the existing fields, but could definitely utilize a tab for “client comments” where a note could be made, or a place for other generalized info, such as PHI authorized individuals. (there used to be a “request a feature” area… is this it now?)

The option to Record a Payment should not be allowed when making a payment by credit card. Since switching to Stripe payment processing and the updates that have taken place in Thera Nest, we’ve noticed that you can Record a Payment by credit card without actually charging the card. This ability should be inactivated or maybe at least move the two options further away from one another, as this creates confusion and the possibility of missed payments.For those who wonder, I found that in Thera Nest the Payment Methods report can be run to discover these missed charges. Toggle the Paid with a Card option and any that say No have not actually been processed. 

Can you add options to edit and add insurance required information to the initial assessment?

In observance of Independence Day, our support team will be closed on Friday, July 3rd, 2026. We’ll resume normal support hours on the next business day. If you need assistance while we’re offline, feel free to submit a request by emailing TheraNest.support@ensorahealth.com, and we’ll follow up as soon as we’re back online. Thanks for your patience, and we hope you have a safe and enjoyable holiday. 

Watch our TheraNest: Quick Tips Webinar On-Demand Now!! Short, focused, and full of practical takeaways. Each Quick Tips session gives you one actionable skill or feature to try out right away, designed to make your workday a little smoother. 

Watch our TheraNest: 201 Webinar On-Demand Now!! Ready to go beyond the basics? 201 sessions dive into advanced workflows, customization options, and strategies to help you work smarter and get more out of your TheraNest experience. 

Watch our TheraNest: 101 Webinar On-Demand Now!! New to the platform or need a refresher? 101 sessions cover the essentials: foundational tools, basic navigation, and everyday tasks- with guided walkthroughs and space for live questions. 

Tasks need an overhaul! Email and/or push notification options. Also the ability to re-assign with a note or update would be helpful. Also “if/then” prompts for automation would be great!Also, anyone should be able to assign a task - not just admin roles.