Therasoft Support site
Therasoft Help Desk

Hello, how can we help?

9/2021 A few Key tips about Therasoft

We are wanting to reach out and give you a few key tips utilizing Therasoft.

 

1. Make sure not to use more than one tab within Therasoft, if you do data may not save or may not appear in the system, you can use two URLs within the software, you can use two tabs but make sure you are using two URLs like www.therasoft.com, www.therasoftonline.com

 

2. We have several URLS you can use.

www.therasoft.com

www.therasoftonline.com

Secure.therasoftonline.com

 

 

3. Please don't use the back button using Therasoft (this could be a way that data might not save)

 

4. Our recommended browser is Chrome.

 

5. Have you clicked on our Frequently asked questions and seen our extra training videos or maybe there is something you want to learn by just adding a search a certain topic.

https://www.gotostage.com/channel/therasoftsupport

Change Password has changed within the system

9/4/2021 Therasoft has added a new feature within the software, if you are logged into the system you will see your name up to the top of Therasoft if you click on the person Icon you will get a change password this will allow you to change at any time.

 

If you have any questions please feel free to reach out to us.

8/20/21 - Change Healthcare scheduled system maintenance

Change Healthcare will administer planned system maintenance according to the maintenance schedule below. During the maintenance, while downtime is not anticipated, the impacted applications may be unavailable.

Maintenance Schedule
Begin: Aug. 20, 2021, 9 p.m. CT
End: Aug. 21, 2021, 11 a.m. CT
(Duration of 14 hours)
What Do You Need to Do?
Please be advised of the maintenance and adjust your schedule or processes as needed. 

We appreciate your patience,

Change Healthcare

Are you checking to see if your claims are going through?

I wanted to reach out to our providers and just confirm that you are checking your Claims tab or (under the insurance tab, claim status)at the top of your Therasoft screen, did you know it will tell you your claim response status of the claim you sent within 48 hours?

Under this tab, you will see rejections and approvals for claims.

If you are getting rejections for enrollment please reach out to us so we can get you the paperwork to submit claims.

Not getting paid? Did you know that Therasoft also offers enhanced billing services to help you manage your claims and process your payments and even reach out to the payers to get claim issues resolved? Give us a call (888)435-8203 or send us a ticket if you would like to get more information in regards to this. Click here to send us a ticket request.

 

 

07/12/21 - If you are having issues with scheduling or viewing client registration pages....

Please log into therasoft using this address = https://therasoftonline.com and give it another try.  If you continue to experience issues please call us on the support line (888-435-8203) for further assistance.

6/30/21-Batch Claims sent on 6/18

On June 18th we sent a file to the clearinghouse and found that there was a batch of claims that had an error and the claims were not sent, we are going to re-batch the claims out. We found that there were errors with zip codes, please check your locations page and make sure that your zip code is in the 9 digit format. We are going to go through this batch and correct it on our end. Please remember to check this in your setup tab, locations, so this does not happen in the future again. 

 

Thank you,

Therasoft Team

06/27/21 - Payment Details button on View EOB page (! next to post button)

Payment Details button on View EOB page (! next to post button)

Yellow means there has been an overpayment.  If you click the Payment Details button (screenshot #1) you can move the patient payment to the deposit account (screenshot #2). This will allow you to post the payment from insurance.  Please note, the Post button will remain grayed out until the overpayment has been moved to the deposit account.

Green means you can post the insurance payment as you normally would.  You could also post a client payment from the deposit account if there is an available balance.

6/9/21 - Change Healthcare - Session Validation Failed Error Message

It is an issue with Change Healthcare's website.  They have provided the following URL to use while their IT department works to resolve the error.  You will use the same login information you normally use.  I recommend adding this link as a bookmark so it is saved in your web browser.  

URL = https://cihs.customerportal.changehealthcare.com/CIHS/

 

5/17/2021 Issue with Magellan claims

It looks Like The payer and the clearinghouse had a transaction problem.
Here is the message from them.
Subject: CLAIM DELIVERY - UpdateDate: 05/19/2021 LOB: Institutional/ProfessionalPayer(s): 
01260 - MAGELLAN HEALTH SERVICES (MAGELLAN BEHAVIORAL HEALTH)
12X27 - MAGELLAN HEALTH SERVICES (MAGELLAN BEHAVIORAL HEALTH)

Topic:Dear Valued Customer,

Please be advised of this UPDATE to a CSA originally released May 10, 2021.

Some Magellan (01260, 12X27) claims are now rejecting at the payer with the following message:

PAYER CLAIM OFFICE NUMBER (OR POBOX#) IS MISSING OR INCORRECT. VERIFY WITH AUTHORIZATION OF CARE LETTER OR YOUR AUTHORIZING SERVICE CENTER. IF THE NUMBER WAS ENTERED CORRECTLY, MAGELLAN IS NOT THE PAYER.

On May 7, 2021, Change Healthcare identified a production issue related to Magellan Behavioral Health (01260, 12X27) claims. Claims for Magellan Behavioral Health were incorrectly rejecting for missing payer address May 3-7, 2021.

* PAYER ADDRESS 1: INVALID; MUST BE ENTERED AND MUST CONTAIN A VALID PO BOX FOR PAYER
Change Healthcare corrected the rejection issue on May 7, 2021, and is currently working on reprocessing all affected claims.
Resolution Status:Efforts to resolve this issue are complete and normal processing is occurring.
Action Taken by Change Healthcare:All affected claims have been reprocessed to the payer and updated claim status messages are available.
Technical Information:Claim Delivery Update Thank You for your attention and cooperation,
Change Healthcare

CSA ID: 1-3NG3CQ7Production Issue(s): 1-3NBDP6I


You are currently viewing Version 3 of this communication.
VersionTypeNotes
3Update 
2Alert 
1Alert

05/15/2021 Zip code issue with Claims

If you found that your claims have been giving you an error for zip code make sure on your setup tab, locations tab that you have the zip code in this format 859011245 do not insert a dash after the first 5 digits, make sure to always check your Insurance, claim status and claim response each day.

Therasoft.

05/03/2021 View eob page change

Good Morning,

 

You may have seen a new button on the Insurance view eob page.

We added an ! next to the post button.

You might see it yellow if the patient overpaid if you click on this yellow ! it will allow you to move the patient money into the deposit account and then apply the insurance payment all from this page. This will also gray out the post button until the client payment has been moved so there is no longer a negative balance.

You also might see the ! green as well next to the blue post button this will allow you to apply a a patient deposit account credit all from this page.

Check it out, let us know if you have questions in regards to this new feature.

Submit a ticket at the top of your screen and let us know if you would like a walkthrough of it!.

Have a wonderful Monday!

Therasoft team.

 

03/18/2021 - OpenEdge is now Global Payments Integrated

OpenEdge and the Integrated Channel of TSYS Combine to Form

FAQ gif

 

 

OpenEdge is now Global Payments Integrated- Click Here for More Information- https://www.globalpaymentsintegrated.com/en-us/FAQ

11/19/2020 - Check out our video library of useful videos that you might find helpful to your organization.

click here→ Therasoft Training Video Library ←click here

10/17/2020 - Therasoft

Good Morning Therasoft Family,

We did deploy some new changes today for example we added a brand new face to the client portal.

Here is the link, Click here

We did make some updates and added a new SEC button which we will then work with this week and test, then if you are interested in a faster more efficient way to get secondaries done please submit a ticket and we will get that added for you. We will get you added to our list once we have completed testing we will notify you after you have submitted a ticket that we have activated the lifesaver SEC button

Here is the link, Click here

Thank you for being patient with us this last month as we were adding a new server as well and did not deploy any changes, we should be back to normal operations of adding fixes and updates as needed.

We have spent endless hours this last week making sure that everything is loaded will work when its deployed, if you find that Therasoft is slow at first that is normal during deployment, and new changes once the feature loads you will be back to normal in the system if you come across anything please submit a ticket to us and we will look into this right away.

We apologize about our response times as we have been trying to stabilize the system and get the features that you like added to the system, we will spend the next week notifying you that we have made your changes requested, although we like to make every change that you would like sometimes we are just not able to do right away or not at all we think of the greater good of all customers before we create something new.

We will be working on a video of the Client portal so when your clients access the site it will have a brief overview of the things they can do, we will let you know when that is live and ready to go, we thought maybe this would help alleviate all the questions the clients might ask you, and free you up to do the things you love Therapy!

We have updated more features and we will be sending out another message of all the things we have done in the past few weeks soon.

Thank you for being the most outstanding customers a company could ask for!

 

 

 

Setting up new locations

Hi Therasoft Family,

 

I have had several companies this week contact me with claims problems

 

Here is what is happening is when a new location is setup under the setup tab in Therasoft the user is inserting the Ind NPI and not the Group NPI if you are credentialed with your group make sure that the location has your group NPI inserted on this page, the only time you will use the Ind NPI is if that is how you are credentialed as an ind provider and not a group, the personal NPI is inserted on the Setup tab, Counselor/ Staff tab.

 

I see this most common when a new location of Telehealth is created.

 

So if you are having claims problems with rejections of NPI problem make sure to check your location tab under setup and then also your counselor page.

 

 

Hope you have a wonderful week!

 

 

09/11/20 - SEC Button New Feature

Therasoft Family,

 

Good Morning,

You may see a new Lifesaver button today SEC at the top of your screen, we are working on this new feature and its not fully functional as of yet, we are working on a way for you to be able to queue up secondary claims from one page the ability to print out the HCFA and if there is an EOB in the system then you will be able to print those all out on one page.

 

The secondary's will only show if there has been a payment posted from the primary insurance.

We also added the ability to see all the Secondaries that have not been sent with a flag just to be able to see the queue as well.

 

Once it is fully functional we will send out another Announcement.

 

Thank you for bearing through this with us as this feature can only be deployed live and built from the live site to enhance this feature.

 

08/21/20 - If you're having trouble logging into Change Healthcare (aka emdeon)...

 If you're having trouble logging into Change Healthcare (aka emdeon) please open a new tab in your browser and go to access.emdeon.com to log in

08/17/20 - Session Validation Failed Error Msg for Search/Remits in Change Healthcare

Link to KB article with workaround

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.

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

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

Telehealth CPT Code and Place of Service Setup Instructions

 

09/06/2021 - Office Closed Monday, September 6th

Our office will be closed on
Monday, September 6th
in observance of the
Labor Day holiday.  

We will return to the office on
Tuesday, September 7th.  

An on-call staff member will be available 
for login issues or urgent requests. 

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 tickets
View tickets you submitted in the past

Knowledgebase

  • Top articles
  • Latest articles
Setting up your Client Portal and myTherapist app permissions

Category: Mobile Apps - Therasoft, myTherapist, Client Checkin, Find a Therapist and Time and Attendance

How to set up the Client Portal and myTherapist app permissions: On the Calendar, select your name in the Counselor drop-down. Select the Portal Settings button.Select your Business hour start time fr...

1,719
(4)
myTherapist app access for camera and microphone

Category: Mobile Apps - Therasoft, myTherapist, Client Checkin, Find a Therapist and Time and Attendance

on both Android and iPhone devices you will need to have the client navigate to the settings app on their phone to adjust the privacy settings to allow access to their camera and microphone....   see ...

1,638
(2)
Video therapy instructions for clinician

Category: Telehealth

Video Therapy Introduction   How do I get the client setup for video therapy?  Go to the Ind tab, View clients tab, click on the client name, this will open the registration page for the client, you ...

765
(1)
Video therapy instructions for clients

Category: Telehealth

Video Therapy Introduction   How do I get the client setup for video therapy?  Go to the Ind tab, View clients tab, click on the client name, this will open the registration page for the client, you ...

657
(0)
myTherapist mobile app screenshots

Category: Mobile Apps - Therasoft, myTherapist, Client Checkin, Find a Therapist and Time and Attendance

myTherapist mobile app

396
(2)
Telehealth CPT Code and Place of Service Setup Instructions

Category: Telehealth

Telehealth CPT Code and Place of Service Setup Instructions      

355
(1)
Managing Your Global Payments Account with Merchant Portal

Category: Merchant Account

Manage Your Global Payments Account with Merchant Portal. Log in to your Merchant Portal to view reporting, disputes, deposits, access statements, and more. Don't have an account? Register Now Vi...

349
(0)
Steps to clear browser data in Google Chrome

Category: Knowledgebase

1.  Click the 3 dots in the upper right hand corner of the browser 2.  Select the Settings option 3.  Scroll all the way to the bottom of the page and click on Advanced 4.  Under Privacy and Security ...

317
(1)
Instructions on how to clear your cache

Category: Knowledgebase

Instructions on how to clear your cache: Google Chrome Safari Mozilla Firefox Internet Explorer Microsoft Edge

235
(1)
OpenEdge Frequently Asked Questions (FAQs)

Category: Merchant Account

OpenEdge FAQs   https://openedgepayments.com/customercare/faqs/#oeview  

158
(0)
Using re-submission codes (HCFA 1500 claim form: Box 22)

Category: Insurance and Claims

Using re-submission codes (HCFA 1500 claim form: Box 22) This article will walk you through the process of editing a claim to show a specific re-submission code in Box 22 before refiling. The default ...

4
(0)
Adding a Client yourself

Category: Administrative

From the calendar, use the “New Client” button to add your clients.  The minimum you need to enter to register a client is First Name, Last Name, Gender, and DOB.  If you will be submitting insurance ...

0
(0)
Registration Page

Category: Administrative

After pushing save and register you will be taken to the client’s registration page. On this page, you will enter any additional information you may have on the client (nick name, marital status, eth...

0
(0)
Scheduling

Category: Calendar

Once you have registered your client, you will be able to add them to the calendar. To add the appointment, you will go to the day and time you would like to add the client and click on the correspond...

0
(0)
Taking a payment

Category: Administrative

From the P button, the A1 button or the Payments page under the individual tab, you can post a payment.  You will push the pay now button to take you to the payment page for that session. You will ch...

2
(0)
View entire Knowledgebase