• Billing support Jan at Operator@CounselingProfessionalsPLLC.com 

• Billing URGENT matter Jan (above)  and CJ (CJLeach@CounselingProfessionalsPLLC.com) 

• Client Payment Plans Taylor at Director@CousnelingProfessionalsPLLC.com 

• Insurance Licensing Ga Ye at GaYeKim@CounselingProfessionalsPLLC.com 

CEU program at CP Timea at TimeaLeach@CounselingProfessionalsPLLC.com 

CP Consultation Groups Casey at CaseyKenny@CounselingProfessionalsPLLC.com  

CP "MeetUp" Groups Mark at MarkBertelsen@CounselingProfessionalsPLLC.com 

YMCA Membership CJ at CJLeach@CounselingProfessionalsPLLC.com 

Insperity Benefits See below "Benefits for w2 Status Employees" section

Christine at ChristineWilson@CounselingProfessionalsPLLC.com  

Updating your office space      Emily at EmilyJerome@CounselingProfessionalsPLLC.com 

Other inquiries: contact your office lead (contacts found here) 

(see below FAQ section for CP providers' previous inquiries and answers)

Online Resource

    https://support.therapynotes.com/   

Email Contact

    support@therapynotes.com 

Immediate Support 

(215) 658-4550 Practice Code: CounselingProsPLLC

x2 General Support

x3 Credit Card Services

x4 Payer Enrollments

x5 ePrescribe

x6 Spanish

  If you found information you think could be helpful to other CP providers, please consider emailing CaseyKenny@CounselingProfessionalsPLLC.com so she can update the website for all providers can benefit. 

Running a Psychoed/Process Group                 Casey at Caseykenny@CounselingProfessionalsPLLC.com

Creating a Presentation for the Public                 Sam at SamSimon@CounselingProfessionalsPLLC.com

Creating a Psychoed video using the Voice Box       CJ Leach at CJLeach@CounselingProfessionalsPLLC.com 

for more information see our Career Pathways and Groups Sheet

(Page still in development)

I got fully licensed or I have a new credentialing (yay!), how do I update everything?

• Firstly, congrats! Secondly, let CJ know and he will inform our admin team to update things on their end. For the rest, we ask you to please take care of the below... 

1. Update your therapy notes profile.

2. Update your email signature. 

3. Update your PDS with this form. 

         * contact CaseyKenny@CounselingProfessionalsPLLC.com if you have any questions.  

I renewed my license, who do I need to inform?

• Inform CJ and Emily J. CJ will update your TherapyNotes, and Emily will update your CAQH. 

How do I inform CP of a recent address change?

• It is very important to update your address with CP in a timely manner for tax purposes. This is a very easy process, but will depend if you've had contract/i99 or employee/w2 status this tax year. See below

  • I was a contract/i99 provider this tax year: update address in TherapyNotes and your Square account. 

  • I was an employee/w2 provider this tax year: update address in TherapyNotes and with Insperity. 

  • I switched statuses this tax year (ex: you were contact/i99 provider, and bumped up to employee/w2 status): update all three...Therapy Notes, Square, and Insperity. 

What should I do if I want to take time off/vacation?

• CP wants you to prioritize your mental health! Before taking time off...

1) when possible, inform your clients well before you take time off.

2) set a blackout on your therapy notes calendar. To do so, go to make a "session" and select "vacation/black out period." This stops clients from being able to schedule sessions on their portal when you are away. 

3) set your Outlook to Out of Office with an Automated response (example below) that includes your dates away, emergency resources, and other CP resources. If you are away for more than one week, ask a fellow provider at CP to act as a back up for general questions. If gone for more than 3 weeks, mark that you are not taking new clients. 

• To set an automated message go to settings -> view all outlook settings -> automatic replies. 

• An example: 

Hello, 

Thank you for your email. I will be out of office ____ - ____ and will respond to your email as soon as I can when I return. If you are experiencing a mental health crisis please call 911 or go to your nearest emergency room. If you have an urgent billing concern, please contact our billing team at director@counselingprofessionalspllc.com. For all other questions please contact Casey Kenny at CaseyKenny@CounselingProfessionalsPLLC.com. 

What qualifies me to switch from 1099 to w2 employment status?

W2 Offerings are only available on the following conditions and will not be offered again for the period of 1 year from the previous offer unless one of the Bonofied Occupational Qualifications changes and qualifies the provider for a different position based on skill and performance for additional offering. 

1. completed the onboarding training

2. showed reliable services to clients, community, and company for 6 months

3. achieved an average of at least $5,000 in Revenue received per month over 3 months (~17-23 sessions per week)

4. pledged to operate within the social equity objectives of the company as medical provider and completed social competency training or consultation to qualify to represent Counseling Professionals PLLC in the community

5. license and qualifications to practice are in good standing

6. accepted financial shift in compensation fitting the position offered

7. notified CJ and CJ approved any other employment 

8. agreed to work with Insperity for employment benefits and HR development 

9. accepted one of the three positions offered based on performance in the employment choice form within 30 days of offer to start the preceding month (see below)

Once I am a w2 provider, what type of w2 provider statuses are there?

• Provider: Average of 5,000.00 in Revenue received per month over 3 months (~17 to 23 sessions/wk)

• Senior Associate Provider: Average of 7,000.00 in Revenue received per month over 3 months (~25 to 29 sessions/wk 

• Senior Provider: Average of 9,000.00 in Revenue received per month over 3 months (~32 to 37 sessions/wk)

How do a transfer a client?

• Two things to keep in mind are- 1) Release of Information (ROI) and 2) smooth transition for the client. 

• Release of information can be found here.

  • if you are transferring your client to another CP provider, you do not need client to sign ROI

  • if you are transferring to a provider outside of CP, you do need client to sign ROI

• Consider the following best practices help aid the the client during the transition

  • discuss client needs and which internal or external provider may be a good fit

  • discuss client's growth in therapy with you thus far

  • discuss client's feelings about leaving the therapeutic relationship with you, and entering into a new therapeutic relationship 

How do I print at the CP offices?

• Click here for instructions. 

I got a notice from Berxi (professional liability insurance), what should I do next?

• You should also receive an email form Perxi stating your professional liability insurance will auto renew, to logon, and reset your password. At this point, download your policy for your records, and email it to CJ, so he can update your CAQH profile. 

What are Counseling Professionals Best Practices?

• Click here.

How can I access the employee handbook?

• Independent Contractor Status? Click here.

• Employee Status with Insperity (our HR)? Employee Handbook provided through Insperity Upon Employment. Contact Sara at Sara.megeed@gmail.com 

What is our fax number?

• 919-573-0438

How do I send a fax?

• Email Jan at Operations@CounselingProfessionalsPLLC.com with document and fax number. 

Does CP pay for CEUs or supervision?

• While CP does not currently pay for supervision, you can take advantage of our CEU program (see above) and CP offers 2 free peer consult groups (contact Casey at CaseyKenny@CounselingProfessionalsPLLC.com if interested in joining). 

When do I need to get an Release of Information (ROI)?

My name changed, how do I update everything?

Still have questions? Contact Casey at CaseyKenny@CounselingProfessionalsPLLC.com

How do I update client's Credit Card?

• open billing settings

• click bar

• click enter card button

• save

• add any comments (ex: client's mother's card, use this to pay off debt, etc)

What are the differences between the "Billing" tab and "Billing Settings" tab?

Billing 

• You can see client balances, credits, and payment histories.

• No action needed from you on this page.

• If you have any questions about the balance or how to read the payment histories email Taylor at  director@counselingprofessionalspllc.com.

Billing Settings

• Here you can see Billing Comments, client insurance info (including copay/coinsurance/deductible), saved credit cards, and the listed responsible person for payments. 

• Only actions to take on this page: Billing Comments and Credit Card information. DO NOT UPDATE ANYTHING ELSE...the rest is to be updated by an and Taylor. 

Billing Comments

• These comments help you, our billing team, and our TherapyNotes liaison keep track of important client updates and their billing preferences.

• You can update: your client's preferred payment schedule, discounted rates for session(s), debt payment plans, etc. Still email Jan and Taylor these updates.

• How To:

  1. Include date

  2. Write brief message

  3. End with your "[your initials], provider"

^Still email Jan and Taylor these updates.*

Insurance

• This is where you can see the most current insurance we have on file for the client, copays, coinsurances, deductibles, etc.

Saved Credit/Debit Cards

• This is where you can see the most current card(s) on file we have. 

• How to manually update:

  1.  click bar

  2. enter card button

  3. save

  4. add any comments (ex: client's mother's card, use this to pay off debt, etc)

What session code should I use for EAP (employee assistance program) sessions? 

• For all sessions (INCLUDING INTAKES!), instead of using the default 99307 Individual session code, change it to the EAP 99404 code. 

• With EAP sessions, you have a set number of times you can see the client (4-10 times)

• We have a time allotment from the EAP Company (3 months to 6 months to use the EAP sessions)

• Payments range between $40 to $60 a session, but is a good way to build a caseload as people stay past the end of the EAP

• (still in development: Getting the documentation, Reporting the completion of sessions to billing to submit for reimbursement, Setting up future sessions)

What insurances are CP in network with?

Will depend on the provider and where they are at in the on boarding process.

1. BCBS

   • not Blue Value, Blue Home, nor Health Blue

2. MedCost

3. Cigna

4. VA Medicare

5. Aetna

6. Beacon (Aetna EAP)

7. Ambetter

What are the current up to date insurance pay rates? (and how long does it take to be credentialed?)  

           BCBS $100 to $170  (2 weeks to 1 month to have a provider added to our group credentialing)

          MedCost $100 to $120 (1 to 2 months to add to our group credentialing)

          Cigna $60 to $100 (1 to 2 months to get individually credentialed) (No Associate Levels)

          VA Medicare $150-$180 (2 weeks to get individually credentialed) 

           Aetna $80 to $110 (2 to 6 months group or independent credentialing)

          Beacon (Aetna EAP) $75 (2 months group credentialing)

          Ambetter $80 to $110 (2 to 6 months group or independent credentialing)

How do I create a client's billing statement?

You can go to:

1. Patient Record

2. Billing Tab

3. On the left lower side, click Create Statement

4. Select your date range

5. Download Statement

6. Click on the downloaded document to open and save to your computer

How do I create a superbill? 

You can go to: 

1. Billing Settings

2. Click on Create Superbill

3. Select one of the invoices and then it will create a superbill with all the information that the client needs to submit a claim. 

Why are my clients are seeing a balance on the portal, even when the session has not gone through insurance yet?

• This is happening when there is no billing information setup. It automatically defaults to insurance rates and with no insurance on file or nothing in the copay category, it will show the client they owe the full balance. If a session is had before that is updated, they will see the full balance on their portal.

• The fix:

• If you get billing information a few days before the session and send it to Jan and Taylor to update, you are fine.

• If the client fills in their insurance information, but we do not have their copay or deductible amount, you will want to ask Taylor to get that and let the client know we are researching their coverage.

• If the client does not set up their information before the session or gives you the insurance information during the session or after the session, let them know to ignore the billed amount until we get it set up on our end.

• The sooner we get the right billing information set up, the issue goes away, so if a client has an issue, check in with Jan and Taylor and let the client know to ignore anything until we have a chance to investigate.

How can I help client's navigate their InstaMed HSA?

If someone has InstaMed as their HSA, the claim may go to InstaMed, but they will not pay unless the patient does the following:

1.    Go to pay.instamed.com

2.    Enter…

a.     the name of the Group (Counseling Professionals)

b.    AND the city and state (RALEIGH, NC)

3.    The Group will populate

4.    "Make a Payment"-

a.    enter email,

b.    enter patient ID,

c.     enter Last Name,

d.    enter zip code

Afterwards

When the patient makes the payment through Instamed, they would receive an email immediately after submission with a receipt.

·       If they don't receive the email, the payment did not go through.

Questions?

If the subscriber has any questions on the process, they can call Instamed and they will walk them through the payment. process. 215-789-3680.

Still have questions? Contact Casey at CaseyKenny@CounselingProfessionalsPLLC.com

Important to know:

• EAP stands for employment assistance program. 

• With EAP sessions, you have a set number of times you can see the client (4-10 times)

• We have a time allotment from the EAP Company (3 months to 6 months to use the EAP sessions)

• Payments range between $40 to $60 a session, but is a good way to build a caseload as people stay past the end of the EAP

How to bill:

• Let billing know that client is using EAP

• (in development, Getting the documentation, Reporting the completion of sessions to billing to submit for reimbursement)

After EAP runs out:

• If you plan to see client after EAP sessions run out, either set up private pay amount or collect their main insurance info.  share client's main insurance information with billing to ensure a smooth transition from EAP to insurance. 

What if a client switches from EAP to normal insurance?

• collect their new insurance in the portal by sharing the 

  1. client insurance form

  2. insurance card front upload option

  3. insurance card back upload option

  4. payment authorization form

• schedule a session as a Therapy Intake and create a new intake note

Still have questions? Contact Casey at CaseyKenny@CounselingProfessionalsPLLC.com

How do I make a client contact note (for phone calls, consultations, etc)?

1. Go to the client record

2. Click on Documents

3. Click on Create Note

4. Click on Contact Note

Can I change a client diagnosis?

• Yes! You do not need to go back and update past notes unless billing asks you to. This is true for progress notes and intake note. If you did get asked by billing to do so, you would open the past notes, click edit at the bottom, and then update the diagnosis and add why you believed the diagnosis was present in the past. You would then notify billing to resubmit the claim. This happens occasionally and it is more common to add diagnoses as you go along by updating treatment plans. Every 3 months, the therapy Notes system will automatically ask you if any changes need to be made.

How do I navigate couples counseling portal information? Do both of them fill out the information? 

• You create the account under the primary person, which is usually the insurance holder, but you can pick the person who is reaching out as the primary person to set up the account.

• They fill in the intake paperwork together or one of them can fill it in as a representative of the couple.

• The couple is your client, so you can diagnose either one of the members for filing purposes with insurance for future reference.

• You would need to let Taylor know at Director@CounselingProfessionalsPLLC.com know if you are going through insurance or doing a flat rate.

• You would do a normal intake, but future sessions would be family with patient present.

How do a set up a client who is a minor in Therapy Notes?

• There are two options based on your preference and clinical need. Regardless, the documents that need to be filled out stay the same. 

  • Option 1

• Put the minor in as the client under their birthday, but all the contact information for the parent taking point in filling in all the documents.

• You would then seen the client as a 90837 after intake, even if the parents are in the room

• Pros: better pay, focus on the child as the client

• Cons: If you meet with the parents without the client, you get into a weird coding area.

• Option 2

• Put the primary parent in the system under their birthday and keep all of the contact information the insurance holder

• You would then see the client as family with patient 90847

• Pros: you can see parents and still bill insurance, easier in divorce situations

• Cons: 90847 pays less, notes are approached more in line with family dynamics

Why does another provider's treatment plan show up on the progress note entry page? 

• This can happen when you see a client for one type of therapy, and another provider for a different type of therapy. (ex: you see them for individual therapy, and another sees them for couples counseling) As of now, the way that TherapyNotes will function with multiple clinicians and Treatment Plans is as follows:

• When you go into make your first note, the diagnosis and objectives will be pulled from the other provider's treatment plan (as the other provider saw them first, and diagnosis and objectives are automatically pulled from previous notes). Notes you write after this, will pull information from your treatment plan. 

• Other info: if the other provider makes a new treatment plan or updates the old: ONLY the new objectives will populate in Clin B's progress notes. Diagnosis changes will not pull over.

I am starting with a transfer client (from another CP provider), what steps do I need to take?

• Email Casey and Taylor (Billing@CounselingProfessionalsPLLC.com) to let them know. 

• Once we transfer you onto the client's existing file...

  • 1. Create an intake session (code 90791, unless EAP, then use code 99404).

  • 2. Send all intake forms as you normally would with an intake. 

I see on my to do list a suggestion to terminate a client, what should I do?

• As this is just a suggestion, it is up to the provider on what to do next, but here are some ideas based on some  common situations.

(1) if the client schedules randomly throughout the year- ignore it and exit out everytime it pops up.

(2) temporary termination- create a termination note and including termination is temporary where the client is able to return to counseling with the provider when the client is ready and that no referrals to other internal or external providers are needed at this time...also note reason for temporary termination 

(3) client graduates from therapy- create basic termination note and note you discussed plans to return to therapy if needed in the future

(4) client and therapist are ending the therapeutic relationship for other reasons- create termination note with reason (counselor leaving, no longer best clinical fit, client requested another therapist, etc.) with options for future counseling you discussed with client including two referrals to other providers. 

(5) other- reach out to the client and check in to see if they would like to schedule or if (1) through (4) need to be implemented. 

I lost my device I use for 2 factor authentication log in, what should I do next?

• Let CJ know and he will temporarily disable your 2FA. NOTE: you must use 2FA for your next log in on TherapyNotes. 

I do not recognize a client that made a regular appointment with me?

• As of now, when a client goes to schedule an appointment on the portal, they see all CP Providers. Most likely, this is an existing client with another CP Provider who made an error when scheduling. Contact CJ stating you believe another provider's client scheduled a session with you. He will be able to confirm and keep you in the loop of next steps. 

Still have questions? Contact Casey at CaseyKenny@CounselingProfessionalsPLLC.com