Therasoft Help Desk
Therasoft Support site > Therasoft Help Desk

Search help:


07/28/2020 - Vidyo Error: 403 Unable to process this request. Please check your request again

An issue with the Vidyo web client has been identified.  We are actively monitoring the status with their support team, and will be sure to inform everyone once the issue has been resolved.  Until then, here are a few suggested workarounds for you to try

1) option # 1 ....

to continue using vidyo you will need to download the vidyodesktop client and complete a very simple installation.  the link to download and step-by-step instructions for installing are in the link below.  the client has the choice to join the session using the myTherapist client portal via mobile app or to install vidyodesktop on their PC or vidyomobile on their mobile device

2.  option # 2 ....

when given the option to select which platform to use when you start the video session, select Zoom.  the client will be able to join however they normally would - using the Join link from the appointment email, the myTherapist client portal via mobile app or web browser

 

3.  option # 3 ....

connect to the session using the Therasoft mobile app.  the client will be able to join however they normally would - using the Join link from the appointment email, the myTherapist client portal via mobile app or web browser

 

 

 

VidyoDesktop Installation Link and Instructions

 

***You can send this link to your client if they would like to install the vidyodesktop client for their PC. 

If they will be using a mobile device to connect, they will be prompted to install the vidyomobile app after they click on the Join button from the appointment email.


07/28/2020 - Unable to login to the myTherapist Client Portal

Some clients have reported they are not able to login to the client portal.  The dev team is working to resolve this issue as quickly as possible.  The issue only occurs when the client is opening the myTherapist client portal through your company/practice website.  If they go directly to the myTherapist client portal web address they should be able to login without a problem.  

 

 

Link to myTherapist client portal


05/06/20 - Important News & Updates regarding online sessions in Therasoft

Mobile app updates for Therasoft and myTherapist are available in the App Store and Google Play Store.  These updates are required in order for video therapy sessions to work when connecting using the mobile app.  Just click the app icon below to get the update for your mobile device.



Therasoft for iOs v 1.4.1
 
 
Therasoft for Android v. 2.0.4 
 
myTherapist for iOS v. 1.2.7 
 
myTherapist for Android v. 1.1.26 
 

 

Scheduling Online Appointments
  • We made a change in Therasoft that will affect how you schedule online individual sessions.  The option to mark a session as being an Online Session has been added to the Individual tab
    • Adding this option to the Individual appointment type tab eliminates the need for the Online tab so the Online tab will be removed from the appointment screen in the next update. 
    • Moving forward, when scheduling online individual sessions please make sure to use the Individual tab and check mark the Online Session option. 
    • Sessions already scheduled using the online tab do not need to be moved or re-entered using the Individual tab.  There is no action needed for existing online appointments already scheduled.



 

Email with Link to Join

To send the appointment email with the link to join simply click on the video camera icon on the calendar.  This will trigger the email to be sent to the client with the join button.

When you click on the camera icon you will see a message come up that asks if you want to start the online session, click Yes, and then close the video window.

You do not have to wait until the start of the session to click the camera icon.  You can click the camera icon the night before the session, the morning of the session, an hour before the session, or the start of the session.


05/05/2020 - Email To Client With Link To Join Online Session

To send the appointment email with the link to join simply click on the video camera icon on the calendar.

When you click on the camera icon you will see a message come up that asks if you want to start the online session, click Yes, and then close the video window.

You do not have to wait until the start of the session to click the camera icon.  You can click the camera icon the night before the session, the morning of the session, an hour before the session, or the start of the session.  

 

 


04/13/20 - myTherapist app permissions for camera and microphone

Please inform your clients if they are gonna use the mobile app that they go to their phone settings and go-to apps and then find myTherapist and allow Microphone and video.

click here to open the knowledge base article for instructions and screenshots that walk you through locating these settings.


04/06/20 - Telehealth CPT Code and Place of Service Setup Instructions

Telehealth CPT Code and Place of Service Setup Instructions

 


04/06/20 - Updated Video Therapy Instructions and Troubleshooting Tips

This is an updated Video Therapy Feature recording, with some troubleshooting options as well.

Click here to watch the video.

https://register.gotowebinar.com/recording/487803137374600450


03/31/20 - Upload your own intake forms

Here is a registration link to watch how to upload your own intake forms with templates.

 

https://register.gotowebinar.com/register/7291733915806676994


New Feature Spotlight! September 27, 2019

New Features added to Therasoft

September 27, 2019

Any new features added to the system will be announced here every Friday!

 

Items recently added to the system:

1.  Alphabetized Lists!

We have alphabetized more of our lists throughout the program.  This will allow you to find what you are looking for more easily.

 

2.  Separate Legal Gender and Preferred Gender!

Because insurance usually requires legal gender, we have separated these two items.  Legal gender is what needs to show on the claim, Preferred Gender is how the client defines themselves.  This field is triggered by the Gender Selection checkbox on the Company Info page (bottom left under Setup\Company Info).  We have tried to be as inclusive as possible.  If there is something missing, the Other selection will bring up a box to specify.

 

3.  Additional Sexual Orientation Options!

Again, we have tried to be as inclusive as possible. If we need to add something let us know.

 

4.  Guardian option in the Relationship drop-down for Family!

We have added a Guardian option in the Relationship drop-down on the family tab of the client's registration page.

 

5.  Number of Sessions!

The current month's and last two months number of sessions (that have been marked attended) will now display at the top right of your screen.  Admins will see the total for the company, users without the Admin flag will see their personal numbers.  The last two months number is the total of the last two months.

 

6.  Diagnosis field now available on the pre-registration page!

The Diagnosis code is now able to be entered on the Pre-registration page if needed.

 

Check back again next week for more new features!


New Feature Spotlight! September 13, 2019

New Features added to Therasoft

September 13, 2019

Any new features added to the system will be announced here every Friday!

 

Items recently added to the system:

1.  New Notes Life Saver button!

Located at the top right of your screen, this button will give you a heads up on progress notes.

 Notes - Progress Notes - Takes you to new tab a under Dashboard\Notifications named Incomplete Notes

Gray - No pending notes

Red - Missing notes

Yellow - Pending notes with an in-progress status

Green - Pending notes with Finish Status

 

Coming Soon: Automated Client Portal PIN

 

Check back again next week for more new features!


New Feature Spotlight! August 30, 2019

New Features added to Therasoft

August 30, 2019

Any new features added to the system will be announced here every Friday!

 

Items recently added to the system:

 

1.  You can now print the call list!

The Call List now has a print option.  We will be changing it to print in landscape, but it can be printed now.

 

2.  Send a payment link!

Under Individual\External Payments, you can send a link to your client for them to be able to pay you.  If External Payments is not in your menu, enter a help ticket and we will turn it on.

 

Coming Soon:  Chip reader credit card readers!

 

Check back again next week for more new features!


New Feature Spotlight! August 2, 2019

New Features added to Therasoft

August 2, 2019

Any new features added to the system will be announced here every Friday!

 

Items recently added to the system:

1.  Clients are now able to upload a new file in the Client Portal!

Your clients can now upload a file through the portal.  On the Documents tab within the portal, there is an Add New button in the upper left corner.  This allows clients to upload an image, or document file for you without having to go through email.  The portal setting allowing your clients access to the Documents page must be selected.

 

2.  Ready to Bill page updated!

We have done some fine-tuning on the Insurance\Ready to Bill page to improve functionality.

 

3.  Group automatic SMS appointment reminders now available!

We have made some updates in this area and automatic text reminders for group sessions are now available.

 

Check back again next week for more new features!


New Feature Spotlight! July 26, 2019

New Features added to Therasoft

July 26, 2019

Any new features added to the system will be announced here every Friday!

 

Items recently added to the system:

1.  The Logout button now says Logout!

At the end of the day, you should always use the Logout button to close your Therasoft session.  This allows Therasoft to clear cookies that it has made.  The new label makes it even easier to see!

 

2.  Copays are now visible on the calendar when it is printed!

When using a Height per slot of Medium or Large, the copay prints at the bottom of the appointment slot.  We will be making a few changes over the next week or so but this is available now. It does work best when printing weekdays only.

 

3.  Workflow buttons are now available on the client's registration page!

Go to Individual\View Clients, Select the client.

At the top of the registration page, you can now see and use the A, P, N, CA and TP buttons.  We also moved the View Insurance, Referral letter, and Client Type buttons to the top of the page as well.  

A = Individual\Attendance

P = Individual\Payments

N = Individual\Progress Notes

CA = Individual\Assessments

TP = Individual\Treatment Plan

View Insurance = Insurance\View Clients\Selected client

Referral letter = A way to track information for the referral source or even send a letter back to them

Client Type = Individual, Group, or Both

 

4.  Superbills now triggering for the Billing Statement Automation!

If you are using the billing statement automation, Superbills should now trigger correctly.

 

Check back again next week for more new features!


New Feature Spotlight! July 19, 2019

New Features added to Therasoft

July 19, 2019

Any new features added to the system will be announced here every Friday!

 

Items recently added to the system:

1.  Remove uploaded intake documents on the Company Info page!

You are now able to remove uploaded files from the intake documents on the Company Info page.  Simply select Remove File and select Save at the bottom of the page.  You no longer have to request that we remove it for you!  This is the intake documents section, not the Terms and Policies.  You have always been able to remove those forms.

 

2.  Billing Automation - Help us Beta test!

The Billing Statement Automation is available in the system.  We are still in the testing phase, but it is working for the Client Billing Statements.  If you would like to help test this function, submit a ticket and we will activate the Billing Email Log report for your account.  This will help you track any emails that the automation sends as well as allowing you to track other billing emails sent from within Therasoft.

 

Click here for a document explaining the setup and functions of the automation and log report.

 

Coming Soon!

Life Saver Notes!  This will show any sessions missing notes within the past week.

 

Check back again next week for more new features!

 


New Feature Spotlight! July 12, 2019

New Features added to Therasoft

July 12, 2019

Any new features added to the system will be announced here every Friday!

 

Items recently added to the system:

1.  Additional options added on the pre-registration form!

Language - You can now select from four languages in the drop-down. 

The current options are: 

  • English
  • Spanish
  • French
  • Chinese

Link to screenshot:  Language

Gender Selection - You can now enable more gender options by checking the box under Setup\Company Info. 

The additional options are: 

  • GenderQueer
  • CIS-Female
  • CIS-Male
  • Trans-Female
  • Non-Binary
  • Genderfluid

Links to screenshots:  Company Info, Gender

Sexual orientation - You can now enable sexual orientation options by checking the box under Setup\Company Info.  

The current options are: 

  • HeteroSexual
  • Lesbian
  • DemiSexual
  • ASexual
  • BiSexual
  • HomoSexual
  • AndroSexual
  • PanSexual
  • Queer
  • GyneSexual

Links to screenshots:  Company Info, Orientation

 

2.  New option in the Portal Settings dialog!

There is now a Send to option for assessments.  If you are sending assessments, you can now choose to send the assessment to the Portal Only, to Email Only or to Both.

  • Portal Only - Sends the assessment only to the portal and does not send an email to the client with the link.
  • Email Only - Sends the assessment only through email and does not send it to the client portal.
  • Both - Sends the assessment both to the portal and as a link through email.

 Link to screenshot:  Portal Settings

 

Check back again next week for more new features!


New Feature Spotlight! July 5, 2019

New Features added to Therasoft

July 5, 2019

Any new features added to the system will be announced here every Friday!

 

Items recently added to the system:

1. Automatically generated counselor codes!

You no longer have to wonder what it should be when adding a new user.  Simply type in the first and last name and the system takes care of the rest!

 

2. Life Saver buttons!

Located at the top right of your screen, these buttons give you a heads up on claims, text reminder responses, and announcements from us.

 

TXT - Responses to automatic appointment reminders via text.

Gray - No new messages

Green - New reminder reply

 

MSG - Messages from Therasoft

Gray - No new message(s) from Therasoft

Green - New message(s) from Therasoft

 

Copay - Copays not collected - Takes you to the Individual\Payments page

Gray - No sessions that need copay to be collected

Green - All sessions with copay have been collected

Red - There are sessions that need to have copay collected

 

Claims - Claim status responses - Takes you to the Insurance\Claim Status page

Gray - No responses

Green - New claim status response

Red - New claim rejected response

 

EOB - Electronic EOBs\ERAs - Takes you to the Insurance\View EOB page

Gray - No EOBs

Green - New EOB(s) received

Red - New denied EOB(s) received

Yellow - New reversal received

 

Unbilled - Sessions without attendance marked or not yet billed to insurance - Takes you to the Insurance\Unbilled Sessions page

Gray - All insurance client sessions have attendance marked and have been billed

Red - Insurance client sessions without attendance or not yet billed

 

Check back again next week for more new features!


 

Submit a ticket
Submit a new issue to a department

 
 

View existing ticket
View tickets you submitted in the past

 

 

Knowledgebase

» Top Knowledgebase articles: Views
 
» Latest Knowledgebase articles: Date added
 

» View entire Knowledgebase