Group Practice Onboarding Guide

Welcome to Healthie! Your HIPAA-compliant central hub for comprehensive client charting and record-keeping. Beyond documentation, Healthie enables personalized client conversations through chat and seamless telehealth visits. With its integrated features, you can design digital programs, simplify billing, and focus on delivering exceptional care. 

This guide is designed for our Group Practice providers, administrators, and support team members who are building out their practice in Healthie and/or want to optimize their business practices and processes. Users with the “Administrator” role will be able to access all functionality and settings described in this guide.

This is a comprehensive Onboarding Guide for New and Existing Providers Growing their Practice Using Healthie. Our recommendation for using this guide is to review "General Considerations" and then jump around to remaining sections depending on how far along you are with Healthie and/or what specific questions you have.

General Considerations while Getting Started 

Group Plan Specifics 

If you are reviewing this guide, you should be under Healthie’s Group Plan. This subscription allows multi-provider organizations to share resources, collaborate across clients, and maintain custom permissions surrounding core business needs. For more information on the Group Plan, please view the documentation here.

With the Group Plan you have the ability to have multiple providers under one account, as well as give access to non-providers (support staff, administrative staff, etc.). Later in this guide we will review the specifics of each type of “seat” in Healthie and the various permissions options. 

Data Migration

If you are new to Healthie, you may want to consider importing patient information from your previous system into Healthie. Healthie’s goal is to support your overall migration process and we know data is a critical piece of it. Please review our documentation on how to request data to be imported into your Healthie account here. 

While we do recommend requesting the import as early as possible, it’s important to set up a number of workflows in Healthie prior to the client data being imported. Specifically, you should make sure to set up provider accounts, client groups and settings, as well as your forms and intake flows. 

Appointment Settings

The 'Appointments' page serves as the central hub for establishing appointment settings that apply to all members of your organization. These settings not only streamline your administrative tasks but also significantly shape the client experience during the appointment booking process. 

We recommend reviewing your appointment settings prior to adding in all your providers and clients into Healthie so that you are ready for appointments to be booked according to your schedule with appropriate buffer times, reminders for clients, and payment structure for appointments (if applicable). 

To access the appointment settings page clicking on your Calendar tab > More > Appointment settings. 

Recommendations for Appointment Settings 

Under Appointment Timing you will be able to establish your appointment intervals, enable or disable same day appointments, and indicate how far out your clients can see your availability and book with you. 

Under Payments and Credits  you can set up pricing for your services and enable the option to automatically charge and send invoiced after a service has been marked as occurred. 

Under Video Call Settings you can enable the preferred way you and your team wish to conduct your telehealth visits with your clients. 

Additional resources for Appointment Settings

1. A more in-depth walkthrough of appointment settings can be found here. 
2. Additional Zoom features that can be activated for your account can be found here. 
3. Join our Part 1 Getting Started Class for a live walkthrough to set up your account including a breakdown of the Appointments Settings. Register here. 

Healthie User Roles and Permissions

Standard vs. Support Seats 

Healthie categorizes team members into two distinct roles: 'Standard' and 'Support' roles.

The Standard role is typically for providers/practitioners who will be assigned to clients and/or need the ability to set up their calendar/availability for scheduling appointments. The Support role is designed for someone such as an assistant or administrator who will be doing back-end work like billing and scheduling for other providers.  

Users can only be assigned to either the Standard role or Support role, though you can switch roles down the road if needed. 

To add a team member navigate to the ‘Organization’ tab > click ‘Member’ > ‘Add Organization Member’

From here you will fill in all the required information for that team member, select their role, and click “Add”. 

User Permissions

Once you add your team members, you should review their permissions to ensure they have appropriate accessibility within the platform to complete daily tasks.

To review permissions for each team member, follow the instructions in this article.

Recommended Permissions for a Standard Role

• Can be added as a Care Team Member 
• Clients can schedule sessions with this org member
• Can sign own chart notes 
• Can lock own chart notes 
• Should see option to use Fullscript
• Can create, edit, and delete forms, charting templates, and intake flows
• Can view other org member documents 

Recommended Permissions to Enable for a Support Role

• Can generate organization reports
• Can assign tasks to any member of the organization
• Can search across all clients in the organization
• Can view the organization calendar that includes all organization members’ schedules
• Can add and edit appointment types that are then visible within the entire organization
• Has access to billing
• Can view, create, and edit Superbills
• Can view, create, and edit CMS 1500s
• Can submit CMS 1500s to Office Ally

To streamline the onboarding process for multiple team members or modify existing permissions, Healthie now provides organization admins with the capability to apply Permissions Templates.

Training and Orientation For New Team Members

As your practice expands, it's natural for new team members to seek guidance on platform navigation. To assist them effectively, we've compiled a set of valuable resources that you can share with your new team members. 

Role-Specific Training

1. Providers:

• Dashboard
  • Healthie enhances your daily organization, with your dashboard serving as the central hub for effortless access to upcoming appointments and high-priority tasks.
• Set your availability
  • Establish your availability so that clients may schedule appointments with you and other team members in your organization can view your availability as well.
• Initiate chart notes - Best Practices
  • There are different ways to initiate charting notes; however, for comprehensive reporting, we recommend initiating charting notes via the 'Calendar' tab. By doing so, you ensure that when generating appointment reports, you can easily distinguish between “Written” and “Not Written” chart notes.
• How to initiate telehealth visits 
  • Healthie's telehealth solution, compliant with HIPAA regulations, facilitates both individual and group virtual sessions.
• Have your provider shadow a call
  • There may come a time where you want your provider to shadow a 1:1 call with a client. To do so, you must schedule the video call over Zoom and have your provider join in through the client link.  

2. Support Team:

• Add a Client
  • Efficient client onboarding is essential for a smooth healthcare experience. Equipping your support team with the skills to add clients to Healthie ensures accurate record-keeping and professional care from day one.
• Add or Remove a Team Member 
  • Enabling your support person to add or remove team members in Healthie streamlines administrative tasks and enhances your overall workflow. This knowledge transfer lightens your load and ensures a more efficient and organized team management process.
• Schedule Appointments  
  • Equipping your support staff with appointment scheduling skills is vital for operational efficiency. Their ability to schedule appointments not only streamlines your workflow but also ensures a seamless and professional client experience.
• Charge a Client
  • Proficiency in charging clients is essential for support staff to uphold financial accuracy and client satisfaction. Empowering your team with this knowledge guarantees smooth billing processes and reinforces your practice's professionalism.
• Insurance Billing 
  • Healthie's streamlined insurance billing workflows are instrumental in maintaining financial efficiency within your practice. Equipping support team members with this capability is essential for accurate and expedient claims processing, ensuring timely reimbursements and financial stability

Access to Resources 

Your team members have access to a wealth of resources to help with onboarding and becoming experts on our platform, including Healthie University,  live classes, and 1:1 calls with a customer success manager. Leveraging these valuable tools during onboarding enhances the learning experience, empowers effective implementation, and ensures a successful journey with our platform

• Live classes for getting set up with your account and learning about specific workflows 
• Healthie Tutorial Videos on key functionality in Healthie
• Self Serve Help Center to get quick answers 
• One-on-one Calls with a CSM to discuss workflows and best practices 
• Email hello@gethealthie.com with any other questions! 

Assigning a Provider to a Client

In certain scenarios, you may find it necessary to assign a provider to a client's care or incorporate an additional provider to the care team, enabling clients to schedule appointments with multiple providers. This versatile feature enhances flexibility and facilitates comprehensive client care coordination

Assigning Clients to Providers

When clients are booking for the first time through a calendar link or a package displaying availability among multiple providers, the client will have the option to select a provider OR Healthie will automatically assign that client to a provider if “no preference” is selected by the client. In cases where the calendar link only displays one provider's availability, the client will be assigned to that specific provider. This approach ensures efficient and equitable distribution of client appointments.

If you want to manually assign a client to a specific provider so the client only books appointments with that provider, you can do so when you add the client into Healthie/create a profile for them. 

Should you need to change or reassign a provider to a client at a later point, this can be accomplished by accessing the "Actions" tab within the client's chart, proceeding to their personal information, selecting the 'Provider' section, and saving the updated information. 

To explore additional methods of sharing organizational availability with multiple providers, you can review this Healthie article.

Adding providers as additional care team members  

If you wish to facilitate clients working with multiple providers and enable them to schedule appointments with multiple healthcare professionals, you would need to include these providers as additional care team members.

Organization Calendar

The organization calendar (in the Organization tab) offers a comprehensive overview of your availability and appointments, including those of your fellow providers. Note: this is different from your individual Calendar in Healthie (Calendar icon) which only displays your appointments and availability. 

In the day view, you can easily discern which appointments are associated with each provider. 

In the week and month views, simply hover your mouse over an appointment to identify the provider it belongs to. This feature enhances schedule management and provider coordination within your organization.

Color Code Providers Appointments

To enhance visual clarity, you can implement color-coding for provider appointments. Simply follow these steps: 

• Click on the gear icon in the top right corner of your account > proceed to Settings > click “Color Schemes”.
• There are different types of color schemes. To set up a color scheme by provider select “Provider” as the color code category, select the colors you’d like each provider’s appointments to show up as, and then click “Create Color Scheme”. 

Return to the organization calendar, and on the left-hand side, select "provider" under color schemes. This will display the calendar with each provider's appointments color-coded for easy identification and improved visual organization.

View & Adjust other provider availability

To view the calendar of a specific provider, navigate to the organization tab, scroll down, and on the left-hand side, click the provider's name under "View By Provider." 

Within this interface, you have the ability to access your providers' availability and view their scheduled appointments. Additionally, you can make necessary additions and modifications to your providers' availability directly from this screen.

Selecting "Availability" on the left side of the screen directs you to a page where you can easily add, remove, and fine-tune your providers' one-time and weekly availability. 

How to schedule and reschedule client appointments for your providers 

To schedule a new appointment for a provider, follow these steps: 

• Navigate to the organization calendar, click "Add" in the top right corner, select the client under "Invitee," and then choose the provider you wish to book for. 
• It's important to note that the provider you select must be listed as an additional care team member to assign this client's appointment to that specific provider. 
• Select “Add individual Session.” The same steps can be followed to book a Group Appointment with that provider.

In certain scenarios, you may find it necessary to reassign an appointment to another provider. To accomplish this, click on the provider's appointment within the organization calendar, click on the pencil icon on the top right,  and select the desired provider for the reassignment from the provider dropdown menu, and press update. 

Team Appointments 

Healthie offers the capability to conduct team meetings directly within the platform. To initiate team meetings, you should initially create them as a Group Team Appointment Type. 

To facilitate team meetings, proceed as follows: 

• Access the organization calendar, click "Add" in the top right corner, choose "Group Session," leave the invitees section blank, and under the provider, include all the team members you want to participate in the meeting.
• Click "Add Group Session" to schedule and you’ll see the team meeting show on your teams’ calendar.

Note that both provider and client links for the team meeting will be created. While each provider can join using either link, it is advisable that team members who are not leading the meeting join using the client link. This approach ensures that their names are displayed during the Zoom call, enhancing clarity and professional presentation

Tasks 

Healthie provides a straightforward method for assigning tasks to your organization’s team members. Regardless of the page you're on within the platform, you can initiate the task creation process by simply clicking the clipboard icon located at the top of the screen. 

After creating a task, you can assign it to a provider, tag a client, set a due date, and configure reminders. Clients are not notified or able to view their task assignments, while providers receive email notifications when a task is assigned. Once providers log into their accounts, they'll find the task displayed on their dashboard. Upon task completion, providers can mark it as done, causing it to be moved to the completed section of their dashboard. This approach promotes efficient task management and clear communication within the team.

Best Practices for Tasks 

We recommend utilizing tasks for providers who have limited time availability, such as MDs who primarily need to co-sign and review charting notes or Billers who need to bill insurance. Implementing a team workflow that encourages team members to create tasks on their patients who need a co-signature or bill to create a task and assign it to the appropriate person. This ensures that as soon as the team member logs in, their tasks are ready, contributing to efficient task management and workflow optimization.

Healthie provides a Smart Tasks feature that automatically generates tasks when an appointment is marked as having taken place. This feature enhances task automation and ensures that post-appointment responsibilities are seamlessly tracked and managed.

Forms

All of your organization’s intake forms, charting templates, and documents can all be housed in Healthie. 

Resources for Building Forms

• Getting Started with Forms (article)
• Intake Forms & Charting Note Templates (live class)

Intake Flows: 

For group practices with multiple providers who require distinct intake forms for their clients during onboarding, you can create a Client Group specific to each provider, such as "Krissy's Clients." Then, assign the corresponding client group to the intake flow designed for that provide (i.e., "Krissy's Clients Intake Flow”). This configuration ensures that when new clients are added and assigned to the provider's client group, they will automatically receive the provider's customized onboarding forms, streamlining the client onboarding process for different providers.

Additional Resources for Intake Flows 

• Intake Flows can be created within the “Forms” tab
• Client Groups are created within the “Clients” tab 

Charting:

As previously mentioned, there are multiple methods for initiating charting notes after client meetings. However, for effective reporting, we recommend commencing a charting note through the client's appointment details (Calendar tab > click on appointment > click on "Not Written"). Using this approach, "Not Written" will transition to "Written," and when you generate an appointments report, you can easily identify any chart notes that still require completion.

Alternatively, you can initiate a chart note directly from the client's chart (Clients tab > locate and click on the client's name > Charting > Create New Chart Note). These options offer flexibility to match your workflow while ensuring accurate charting and reporting.

Within Healthie, providers have the ability to save, sign, close, and lock charting notes. When a provider chooses to sign and close or sign and lock a charting note, Healthie automatically adds a digital signature to the note. Once a note is locked, only addendums can be added to it, provided the permissions allow for it. In instances where permissions permit, other providers can write addendums to charting notes authored by fellow providers.

For providers to include their actual signatures on charting notes, it is necessary to insert a signature field within the charting note template. This ensures that physical signatures are captured on the notes when required. 

Documents: 

In the Documents tab, you have the capability to store all relevant reference materials that may be required by both your clients and your team. This centralized repository simplifies document management and access for everyone involved.

Within the Documents tab, you have the flexibility to determine with whom you'd like to share documents or folders. Healthie offers convenient automation options for document sharing, including:

1. Sharing with All Active Clients: This feature allows you to easily share documents with all currently active clients, streamlining the distribution of important materials to your client base.
2. Share with New Clients When They Onboard: Healthie can automatically share specific documents with new clients as they onboard to work with your organization. This ensures a seamless and consistent experience for new clients.
3. Share with All Members of the Organization: With this option, you can instantly share documents with all members of your organization, promoting efficient communication and document access within your team.

Payments and Billing

All of your organization's banking needs are effectively managed within Healthie. Payments from multiple providers will be consolidated into the organization's designated bank account by default. If you wish to establish individual bank accounts for each provider to receive payments for their services directly, please contact us at hello@gethealthie.com and we will assist in configuring this setup to ensure that payments are accurately allocated to each provider's account.

Resources for Linking Business Bank Account

• Link Bank Account to Receive Payments in Healthie (article)
• View Transfers 

Best Practices for Payments

We strongly recommend thinking through your billing/payments structure and processes prior to scheduling appointments with clients. 

Collecting payment upfront: 

Healthie provides the ability to collect money from clients prior to any services being rendered via the packages feature. This feature also enables the ability to collect and schedule recurring payments. When a client is charged or purchases a package with a recurring billing cycle, Healthie will seamlessly manage and bill the client according to the specified payment schedule, automating the payment process for a smoother and more efficient financial workflow.

Collecting payment after services have been rendered: 

Healthie also offers providers the capability to automatically charge or invoice clients after appointments have been marked as completed. This automation simplifies the billing process, ensuring that clients are billed accurately and promptly for the services rendered and allows providers to focus on delivering care while Healthie efficiently manages the charging and invoicing process.

If you don’t want to automatically charge your clients, you have the ability to charge them manually after a service or send them an invoice. 

Reporting 

Reports play a crucial role in administrative tasks. Some important reports for admins include: 

• Appointments Report
  • The Appointments report provides the means to access and retrieve comprehensive records of all appointments scheduled within the platform. Utilize this report to reconcile appointments by provider or location and perform in-depth analyses, including assessing appointment no-show rates and addressing various other requirements.
• Payments Reports
  • Healthie's Payment Report, in particular, proves invaluable for gaining insights into your annual revenue, processing fees, and other essential business data.

Whether you prefer to analyze data for a single provider or your entire organization, Healthie's reporting flexibility caters to your preferences. Moreover, many of our reports can be tailored to specific date ranges, offering valuable insights into the health of your business, your client base, and your finances. You can find a detailed list of our reports here. 

Troubleshooting and Ongoing Support

At Healthie, we are committed to providing continuous support and guidance to help you optimize your business practices within Healthie and troubleshoot an issue that come up. 

Customer Success

• Healthie’s Customer Success team is dedicated to helping you thrive. You have the ability to schedule one-on-one calls with a Customer Success Manager to review and fine-tune your workflows and discuss best practices. These personalized sessions are designed to help you maximize your experience with Healthie. You can schedule a call with one of our Success Managers here.
• Email: For the fastest and most efficient support, please reach out to us at hello@gethealthie.com. This dedicated email is your direct line to our support team. It's not only the quickest way to get assistance but also the exclusive channel for reporting any technical issues you encounter.
  • When seeking support, it's always best to be as detailed as possible in your inquiries. Providing client examples, videos, and screenshots whenever applicable can significantly expedite the resolution process. This information empowers our support team to better understand your needs and swiftly address any issues or questions you may have.
• Help Center/Help Documentation
  • Our comprehensive help articles offer step-by-step guidance on using our platform effectively. Accessible 24/7, these resources provide you with the information you need at your convenience. You can explore our help articles through this link, ensuring you have access to valuable how-to information whenever you need it.
• Product Board
  • At Healthie, we are continually committed to enhancing the platform experience for our providers. We welcome and encourage any feedback and feature requests you may have. Your input is invaluable in helping us refine and tailor our platform to meet your evolving needs and expectations.
  • Share your feedback and submit feature requests through our Product Board. This platform not only allows you to voice your suggestions but also keeps you informed about what's on our team's radar. You can even vote for the features you'd most like to see integrated into our platform, actively influencing our ongoing development.