Getting Started Guide

Getting started with teletherapy.io is easy.

This document will walk you thru the following 3-steps in detail:

  • Step 1 – How to Configure your Practice Settings
  • Step 2 – Maximize your Client Management Services
  • Step 3 – Using Teletherapy.io to Manage your Practice

Step 1 – Configure Your Settings

Work Schedule | Locations | Services | Clinicians | Payment

Work Schedule

Work Schedule

Set your general office hours in the Admin Dashboard > Settings > Work Schedule. Then add any days with custom hours or holidays you want off. These settings will restrict clients from booking these dates/times online.

You can also restrict the earliest/latest times in the future clients can book an appointment online. For example, if you don’t want clients to book appointments within 24 hours you can set that here. Note: Default is set to allow bookings +1 hour prior and no later than +3 months out.

Need more customization? Set custom schedules for a specific location, service, and/or clinician in the settings for each of these sections.

#Locations

Locations

Your Video Office is already configured. Clients will automatically be emailed a secure video link when they book an appointment at your Video Office location. To adjust your Video Office hours or to assign a clinician and/or service to this location go to your Admin Dashboard > Settings > Locations > Video Office.

To add your in-office appointments to this platform select + Add Location and include your physical office address(es). Clients will have the option to book an appointment online at any location you add. If desired, you can assign custom schedules, clinicians, and/or services for each location.

Services

Services

Your account is populated with example services. To tailor these services to your practice go to your Admin Dashboard > Settings > Services > Edit Service. Or select + Add Service to create a new one. Each service requires a name, price, and duration. You can also restrict services by location or clinician.

Control the timing between appointments by setting a buffer before and/or after each service. The buffer for default services is set to 5 minutes before and after each appointment. Use Calendar Intervals to control your calendar layout and only accept appointments on the hour (60 minutes), half-hour (30 minutes), or quarter-hour (15 minutes). Or, simply allow clients to book appointments according to the service duration you set for each service.

Note: In Settings > Services you will see a service called “Cancellation Fee.” To set your cancellation fee, simply Edit this service to reflect your desired Service Price. Then, if you have a late cancellation or no show, do not cancel the appointment, simply change the service to “Cancellation Fee” instead. This will allow your billing and client invoices to reflect the proper charge and description.

Clinicians

Clinicians

Designed from the get-go to handle group practices, the teletherapy.io platform offers a diverse set of features for Clinics.

The account that first launches the platform is set as “Therapist Admin.” The Therapist Admin has access to all account details and is responsible for ensuring any staff that has access to this account has been trained in HIPAA standards and best practices. Note: Only the therapist admin on the account can add/delete new Clinicians, Locations, Services, Add Clients as well as view a Performance Summary of the practice as a whole.

To add a clinician to your account go to Admin Dashboard > Settings > Clinicians > + Add Clinician. Once a new clinician is added they will receive an email instructing them to create a password, as well as a quick overview of their available features. Each clinician on the account will have their own simplified Clinician Dashboard, where they can view their own client records and set their own schedules. When booking an appointment online, clients will only be able to schedule appointments with clinicians that are assigned to the location and/or service they select.

Payments

Payments 

To accept credit card payments online you will need to connect to Stripe. Once connected, online payments will be seamlessly integrated into the teletherapy.io platform. Clients will be able to enter credit card details when booking appointments online as well as add their credit card details via the Secure Client Portal. You can now give clients the option to pay in-person or require a credit card to reserve an appointment online.

To set up a Stripe account simply go to Settings > Payments > Connect with Stripe. You will be asked to enter a few details about your business, as well as enter your account where you would like to receive payouts. This setup process takes less than a minute. Once you have submitted your application you will be redirected to the Admin Dashboard. To view your Stripe account go to Settings > Payments > Login to Stripe Dashboard.

Note: All credit card details are encrypted and stored by Stripe. Credit cards on file will be charged after an appointment occurs, at midnight, daily. For new accounts, Stripe requires a waiting period of 7-14 days after your first successful transaction. Once established, payouts to your account will be made daily based on your countries payout schedule. Learn more about online payments with Stripe.

Client Portal Settings

Client Portal Settings

Your Secure Client Portal is already configured. Use this powerful tool to streamline client communication including online scheduling, billing, intake forms, and secure private messaging. To get started, simply share your personalized link with clients or add a Book Appointment button to your website.

To view your personalized client portal settings go to Admin Dashboard > Client Portal. In this section, you will see your personalized client portal link, as well as HTML code you can copy and paste to your website to display various buttons.

New clients will be sent a Welcome Email on your behalf explaining the features available in their Secure Client Portal. If desired, you can edit the contents of this email to include additional onboarding details specific to your practice. For more details see Client Notifications.

Client Notificaitons

Client Notifications

Client notifications are enabled by default. It is recommended that you keep these notifications enabled, as key information is communicated to clients within each. Specifically, clients that are scheduled for Video Sessions will receive their secure video link via these notifications.

Clients receive the following Emails and SMS notifications:

Appointment Confirmation Email (sent when an appointment is booked.)

New Client Welcome Email (sent when new client account is created.)

Appointment Reminder Email (sent 2-days prior to appointment.)

Appointment Reminder Text Message (sent 1-day prior to appointment.)

New Message Email (notification of private message via the client portal.)

Email & SMS appointment reminders are provided for your clients’ convenience. The contents of these emails are generic and do not contain PHI. If needed you can disable or edit the contents of these reminders. To view/edit or disable these notifications go to Admin Dashboard > Client Portal > Notifications.

To send clients a secure private message (including attachments) use the secure private messaging feature associated with each appointment. 

Online Forms

Online forms are automatically enabled for clients in their secure client portal. Once a form is completed by a client, the therapist is notified via email and within the Clinician Dashboard > Client List.

To view a completed form the therapist must log in at teletherapy.io/login and go to the appropriate client record. Forms are not emailed as they contain personal health information.

We currently offer 4 online forms:

  1. New Client Intake
  2. Teletherapy Informed Consent
  3. Psychotherapy Informed Consent
  4. Notice of Privacy Policy

At this time, our default forms are not editable by the therapist. However a teletherapy.io team member can make changes to the existing forms or add a new form on your behalf. Please send an email to make a custom form requests. (Updates are typically made with in 24-hours or less.)

To preview the available forms go to Admin Dashboard > Client Portal > Forms, and click on the title of the form. To disable a specific form uncheck the box for “Show in Client Portal” on this page.

Video Office

Your video office is ready and waiting… Each session is accessed by a secure video link – no need to download any software.

When booking an appointment, choose Video Office as your Location. Clients will be sent an appointment confirmation email that includes a secure video link to use for their session, in addition to several reminders. Clients can also access their secure video link by logging into your Client Portal.

As the clinician, you will also receive an email that includes a secure video link that is unique for each session. You also have access to this in your Clinician Dashboard > Calendar. Click on the appointment in your calendar and you will see a button at the top of the Appointment slide-out – Join Teletherapy Session.

Important: For privacy and security reasons each session is assigned its own unique link – do not share links across clients/sessions. In addition, please review our technology requirements for video sessions prior to your first teletherapy appointment.

Tip: Before starting a teletherapy session, please make sure you are in a private location with a good Internet connection. It is recommended that you create a professional backdrop for online sessions, and place your computer, slightly raised at eye level.

Step 3 – How to use teletherapy.io to manage your practice.

Calendar | Online Scheduling | Cancel Appointment | Therapy Notes | Adding Clients | Couple/Group Counseling | Billing & Invoicing | Stripe Payments

Calendar

Use the teletherapy.io platform to manage both your video office and in-office appointments.

When you log in to your teletherapy.io account you will be directed to your Calendar. This can be used as the control center for your practice. You can easily add / edit appointments right from your calendar view.

In addition, most information is organized by appointment including therapy notes, private messaging and payment. Choose from calendar views Day, Week, Month and filter by location or clinician.

Appointments can be booked online by clients via your secure client portal, or by you via your Admin/Clinician Dashboard.

View Step-1 to learn how to set your Work Schedule.

Online Scheduling

Online Scheduling

Save time and allow clients to book appointments online. Clients can book appointments for any location, clinician, or service you add to the platform.

There are several ways to access online scheduling:

  1. Book Appointment button on your website. To add a Book Appointment button to your website copy and paste the HTML code provided, and add it to the desired location. Or, simply add a link to your client portal from your website menu bar. Clients will be directed to your client portal to schedule and pay for their appointment online.
  2. Book directly via your Secure Client Portal. If you don’t have a website, you can direct clients to your Client Portal. New clients will receive a welcome email explaining the benefits and features of your Secure Client Portal. They will be prompted to create an account, as well as utilized the features available to them online.
  3. Book Appointments via teletherapy.io. If you prefer, you can book an appointment on your clients’ behalf within your Teletherapy.io Clinician Dashboard. Simply select the desired date and time from your calendar and add the required appointment details.

Notifications: Clients will be sent a confirmation email once an appointment is scheduled. They will also receive appointment reminders 1 and 2 days prior. View Step-2 to learn how to configure your client portal and client notifications.

Note: If you do not want clients to book appointments online you can disable the Book Appointment button from your Client Portal in your Admin Dashboard > Client Portal > Uncheck Online Booking.

Cancelling/Rescheduling Appointments

Clients have the option to cancel their appointment via their Secure Client Portal. If an appointment is cancelled by a client you will receive an email notification, and the appointment will be removed from your calendar. However, if a client attempts to cancel an appointment within 24 hours, the system will not let them cancel directly. Instead, they will receive the message “Please contact your therapist to cancel within 24 hours.”

As a clinician, you have the option to cancel or reschedule an appointment in the Clinician Dashboard at any time. Simply click on the appointment in your calendar, and a slide-out will appear on your screen. You can adjust the appointment date/time as needed and Save Changes. The system will adjust any remaining appointment notifications. However, it is important to note, rescheduling will not generate a new appointment email. If you want a new appointment email sent to your client, cancel the appointment and schedule a new one.

If you charge a fee for Late Cancellations or No-Shows, do not cancel the appointment. Instead, you will click on the appointment to open the slide-out and change the service to “Cancellation Fee.” This will allow your billing and client invoices to reflect the proper charge and description. If your client has a credit card on file, the system will auto charge their card for the amount due that night between midnight and 2 am.

To set your cancellation fee go to Admin Dashboard > Settings > Services. Edit the service called “Cancellation Fee,” to reflect your desired Service Name & Price and Save Changes.

Therapy Notes

It easy to add notes to your therapy appointments. Once an appointment has been booked, you will see the option to add a Progress Note or Therapist Note within the appointment slide out.

Simply click on the appointment in your calendar and you will see an Edit Appointment slide-out appear. To add a note, click the + Add Progress Note or, + Add Therapist Note button to open a free form text area to record your session notes. Don’t forget to save your note. You can return to the appointment at any time to review or edit these notes.

Progress Note: This note is included as part of the client’s record and provides details about the client such as diagnosis and assessment, symptoms, treatment, and progress towards treatment goals. Typically they follow a standard format (e.g., SOAP, BIRP, etc.) but a Simple Note is acceptable too.

Therapist Note: (a.k.a Psychotherapy Note) This note is private to the therapist. These notes may contain observations, impressions, and other details about the session. These types of notes have special protection under HIPAA and are NOT contained in the client’s record. These notes do not follow a standard format and are stored separately.

Note: Progress Notes are currently available in an open-ended free form format. We do not offer templates at this time. However, this format does allow you to copy and paste and format your notes anyway you choose.  

Adding Clients

To add a Client to the platform simply login to your Admin Dashboard, and go to Clients > Add Client. The only information needed is a name, email, and phone number. Adding a client via your Admin dashboard will generate an email to the client prompting them to set a password as well as, instructions on how to login to your Secure Client Portal.

Or, you can direct your clients to your Secure Client Portal to book an appointment. This will also create a new account in the system.

Each new client will receive a welcome email explaining the features available to them in their secure client portal, as well as any additional details you would like to add. View Step 2 to learn more about how to customize your client notifications.

Once a client is in the system, you can upload documents, add a secondary email, view completed intake forms, schedule appointments, review billing details and more in the Admin Dashboard > Clients > Client List. Select their name from this list to view their detailed Client Record. Or, you can use the search bar at the top of your Dashboard to find them quickly.

Note: Additional Clinicians will need the Therapist Admin to add new clients to the system on their behalf and assign them as the Primary Clinician. Or, if a new client uses the online booking system to choose a Clinician, this will add them to the Clinician’s account.

Couple / Group Counseling

For couple/group appointments you have a few options, depending on what works best for you or your client. The system manages a couples/group counseling session the same as it does an individual therapy session.

Online Booking: The client that books a “Couple Counseling” or “Group Counseling” session online will be the primary account holder and therefore responsible for scheduling and payment. However, the client can add a secondary email address to their contact information via the client portal should they want another person to receive appointment reminders and updates.

Clinician Dashboard: As the Clinician you can choose how best to organize your client records. You can create an account for the couple: (Jack & Jane Smith) or separate accounts for each person: Jack Smith & Jane Smith, or all three. But understand all accounts require a primary email address that is unique. However, you can also add a secondary email address that is not unique to each account so 2 people can receive appointment confirmation and reminder emails for a single appointment.

** If you are conducting the Couple/Group session via Video Office, you or the client that booked the session, will need to share the session link with all parties involved in the session. This session link will be emailed to both the primary and secondary email address on file prior to the session date/time. Clients can also login to the Client Portal to join the session.

Please note, video sessions can support up-to four unique participants in one video session. For couple or group sessions within the same household, we recommend you share a device or laptop. Multiple devices on the same WiFi can cause issues. Visit our technology requirement to learn more.

Billing & Invoicing

Teletherapy.io makes it easy to get paid and manage your cash paying clients. Quickly view the payment status of all your appointments in your Billing tab by Paid, UnPaid and All Transactions.

Invoices are automatically generated after each appointment and marked paid based on the Payment Method assigned. There are two ways to categorize appointment payments: Card on File (with Stripe) or Local Payment (not Stripe).

Card On File: If you have linked a Stripe account to the teletherapy.io platform you can accept credit cards payments online in two ways: 1) Clients can add a Card on File via their Secure Client Portal 2) Clients can add a Card on File during the Online Booking process. Appointment that are associated with a Card on File will automatically be charged at midnight after an appointment occurs. You will see these payments listed in your Billing > Paid Transactions the next day.

Local Payment: If you accept payment directly in-person you will want to use the + Add Transaction feature to mark an appointment as paid in the system. Simply click on the Appointment in your Calendar to open the Edit Appointment slide-out, then scroll down to the Payment section. Set the Payment Method to Local Payment and you will see the option to Add Transaction. Simply add the amount, choose the method and add the transaction. You will see a note appear in the payment area of the appointment. Save Changes to the appointment, then go to your Billing > Paid Transactions to see the transaction for this appointment listed.

Pro Tip: Collect co-payments directly from clients via Stripe, then adjust the Service price and use the Local Payment option to track payments received from Insurance.

Invoices: Regardless of the Payment Method selected, clients will be able to view their invoices in their Secure Client Portal at anytime. No more creating or emailing invoices to clients. Invoices are created the moment an appointment has occured, then automatically marked as Paid when a payment is processed.

Payments

Stripe Payments – Accepting Credit Cards Online

To accept online credit card payment you must first connect a Stripe account. All credit cards details will be encrypted and stored by Stripe. Credit cards on file will be charge after an appointment occurs, at midnight, daily. To connect to Stripe go to Settings > Payments > Connect to Stripe.

Why Stripe? Stripe has quickly become the top online credit card processor due to its high level of security, reliability and competitive rates.

Transparent processing fees
– 2.99% + $0.39 per successful transaction
– No fees for refunds.

With Stripe, you can charge almost any kind of credit or debit card:

  • US businesses can accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club.
  • Australian, Canadian, UK, businesses can accept Visa, MasterCard, and American Express.
  • FSA and HSA cards for client payments.

Payout Schedule

For new accounts, Stripe requires a waiting period of 7-14 days after your first successful transaction. It is recommended that you process a test transaction of $1 to get this process initiated quickly. Once you account is established, payouts to your account will be made daily based on your countries payout schedule.

Accounts in the United States & Australia, payouts of your available balance are made daily and contain payments processed two business days prior (this is how long it takes for your pending account balance to become available). For example, payments received on a Tuesday are paid out by Thursday, and payments received on a Friday are paid out by Tuesday.

Note: Payouts are affected by Federal holidays.

Accounts in CA (Canada) & UK (United Kingdom), payouts of your available balance are made daily and contain payments processed seven calendar days prior (this is how long it takes for your pending account balance to become available). 

Note: This is based on location, not currency.