Frequently Asked Questions
Here is a list of our frequently asked questions about the TherapyAppointment software.
For a list of software related FAQs, please check out our help center here
Does TherapyAppointment work on Mac computers / iPads / PC computers?
Yes. TherapyAppointment works on Macs, iPads, and even smartphones. Since TherapyAppointment is 100% web-based, you will not have any software to download and install on your computer. The system has a “responsive design” feature, meaning that it will know what kind of device you are using, and how big the screen is on that device. It then adjusts itself to fit your device.
What are the credit card processing fees?
Our software integrates with TSYS (formerly known as Cayan), an independent credit card “Merchant Service” system. TherapyAppointment imposes no additional fees or charges to their rates; we simply provide integration of their system into ours. TSYS is able to process Flex Spending Plan and Health Savings Account cards. You will need to contact TSYS for a specific quote for your practice, since their rates depend on factors such as your credit rating and anticipated charge volume. TSYS is a completely independent company: your contract with them is separate from your business arrangement with us.
What happens to my patient data if I leave?
We will keep your data online for free! Remember your username and passwords, and you will have access to this information for a minimum of seven years past the date that you make your account inactive. You will be able to retrieve old records but not enter new information or compute statistics. We may need to move a long-inactive account into “deep backup” at some point; in that case, we will require 24 hours notice to get you access to your data. If you would like access to your account in order to run statistics or enter additional data, we can turn it back on for you for 30 days for a nominal fee. You are able to download a copy of your databases on demand. We urge caution when you do this, since records residing on your computer are regulated by HIPAA rules, and must be encrypted there.
Do you charge extra for appointment reminders or claims submission? What am I missing here: where are your hidden fees?
You receive all of our features for one low price; there are no hidden fees going to our company. The only additional fees possible may be charged by our clearing house, Office Ally. They can charge a $35.00 monthly fee if the majority of your claims are sent to certain insurance carriers. If you would like to avoid the possibility of that fee, ask us about using the TherapyAppointment “Mega-Account” for a fee of $0.15 per submitted claim.
Do you sync with Quickbooks?
Our system does not sync to Quickbooks because we have our own internal accounting system for patient accounts and therapist income. Our system can create billing statements for mailing. If you prefer, patient statements can be sent to your clients’ Portal, saving time and money, as well as a few trees! If you currently use Quickbooks, all you need to do for tax purposes is to run an income statement in our software and transfer those few numbers into your Quickbooks system.
We want the features of your group software, but we each want to pay for our accounts individually. OK?
Absolutely! The monthly fee for your group practice can be paid by one individual, or can be split among several members of your group.
How long has TherapyAppointment been in business?
Our system has been in development for over fifteen years. It has been offered to the public for the last ten of those years. The system was conceived and created by a psychologist in private practice in Texas, using his own experiences to create a truly useful practice management system. We moved our home office from Texas to North Carolina in 2012, where we are now incorporated as “Psych Select Software LLC.” At this writing, we have served over 16,000 therapists, and have successfully submitted tens of millions of insurance claims.
How often do you update your software?
Our software is constantly updated. While our customers are using the live version of TherapyAppointment, we are creating and testing the next version. We are always searching for ways to improve the system, and our best ideas come from you, the customer! We keep abreast of new DSM and CPT codes, new claim forms, and new government regulations. We never charge for updates, and they happen automatically: you just wake up one morning and the latest version is online.
Do you charge for tech support? Training?
No and no. We pride ourselves on our prompt and free answers to your questions. You and your staff are welcome to take part in our live training webinars as often as you wish. Take advantage of our training videos and help articles if you prefer to learn on your own. If you need us in the course of your work day, you can reach us via phone or through our “support ticket” system.
How do I know if I can bill my insurance companies electronically?
Our software interfaces with Office Ally for e-claim submission; they are able to submit claims to almost all major insurers. You can search for your companies by insurance name or payer ID number within the software. In the rare event that your insurance company is not on this list, you can still submit the claims through Office Ally, if you have your own account with them. They will print these and mail them for you for a fee of 45 cents per claim–less than you would pay for postage if you did this yourself. Bottom line, you can just submit everything through Office Ally; they will sort out how these claims are delivered. If you are using the “Mega-account” and paying us 15 cents per claim, you may need to print and mail claims yourself if that insurance company does not accept e-claims. This is rare, however.
Can I submit claims for past dates of service (before establishing my account with you)?
Yes! Just put them on the schedule on that prior date, and submit in the usual way.
I am in a group practice. Who owns the client records?
It is a good idea to establish this with your group before this becomes an issue. When there is a request to separate a clinician account from a group, we make contact with both the clinician and the person paying the monthly fee. If the director of the group certifies that the individual clinician is the owner of the records, they may take their records along into private practice. Call our customer support if you want us to email the correct form to complete for these circumstances.
What about records access in case of a death, disability, or disaster?
We encourage our customers to have a “practice will” that contains (among other things) the username and passwords used for accessing the account. If the therapist inheriting the rights to records has this information, there will be no delay whatsoever in making the records accessible to the new therapist. If passwords are not conveyed, a records custodian can provide notarized documentation asserting their legal rights to the records. We would then provide access even if they did not know the passwords.
I'm uncomfortable with letting patients schedule online. Do I have to allow this?
Not at all. You can turn the online scheduling option off completely, or put a variety of restrictions in place. For example, you can restrict online scheduling to only established patients, or only CERTAIN established patients. You can restrict the appointments available online to a few days in the future (no surprises!) You can allow or disallow bill payment online, sending secure messages through the portal, etc.
But here is an example. Dr. Whitehead, the creator of the system, used the online scheduling feature for more than a decade. In that period, only two patients ever scheduled appointments inappropriately–not a bad track record! And many, many patients were extremely grateful about the convenience of online scheduling.
These days, therapists are most commonly selected on the basis of online information. Having a “Schedule Appointment Now” button on your web page will almost certainly increase your referrals.
Have questions about the software?
Please visit our extensive resources at our help center.