Portal Navigation is Difficult for Clients

Question

Why is the Theranest portal so difficult for clients to navigate? So much of my time is spent helping clients navigate the portal, find previous payment information, etc. Especially billing...they have to click on “make a payment” to see payments they’ve already made? That is so confusing and completely illogical. Clients are stressed and anxious, and it’s been frustrating for them and me. They don’t need more stress in trying to access simple things. Because I can’t see their screen, it’s difficult for me to help them. It would be nice if Theranest could just have ONE link of instructions for clients where they can find help with all of the various topics (billing, superbills, insurance info, etc).

Is there a document I can download and share, or a video for clients I can add to our intake emails to help them understand more and eliminate the time spent on helping them?

If it weren’t such a hassle, I would have switched from Theranest years ago!

Does anyone have any suggestions? Maybe I’m missing something.

Thanks!

kaylawilson · Answer

Thank you for sharing this, your experience and your clients’ frustration are absolutely valid, and we understand how important it is to have a portal that feels simple and intuitive, especially for clients who may already be feeling stressed.

We’ve shared your feedback with our product team so they can take it into consideration as they work on upcoming improvements to the client portal. Hearing specific examples like the billing navigation is especially helpful as they evaluate where changes can have the biggest impact. While we can’t guarantee specific updates, feedback like yours plays an important role in shaping future enhancements.

In the meantime, we do have a helpful resource you can share directly with your clients. Our Knowledge Hub includes a section called “Help for Clients,” which is a collection of articles covering common topics like billing, payments, superbills, and general portal navigation. You’re welcome to include these in your intake emails or send them to clients as needed:

Help for Clients

We truly appreciate you taking the time to voice this, feedback like yours not only helps us improve, but also helps other providers who may be experiencing the same challenges.

Portal Navigation is Difficult for Clients

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