CPH Client Portal Information and Policies
Your telesession can be accessed through your client portal:
If you are a current patient and have not received the link to sign up for the portal, please call our office at 716-322-6394 to ensure we have the correct email on file for you. All links for your telesessions will be accessed through your Client Portal on TheraNest. It is the client’s responsibility to keep their Client Portal current with accurate contact information.
Navigating the Client Portal
Please go through each section of the Client Portal as listed below and ensure all information is updated. **** indicates a crucial item to complete so all appointments and communications flow smoothly.
When you login:
1. “Forms” Tab
Here you will sign an Informed Consent for Psychotherapy and Billing Information document. You can access these at any time.
If you have not yet completed these forms see item 7 now then come back to item 1.
If you have already signed these forms, you can disregard and move to item 2.
****2. “Billing” Tab
This section must be updated so that the correct legal name (for any insurance/legal purposes) appears on all invoices and receipts. This section should also be updated with the most current email address, mailing address, and mobile phone number where you would like invoices and payment reminders to be sent (this may differ from where you want appointment reminders to be sent). This is important as invoices and appointment reminders may be going to different individuals.
3. “Appointments” Tab
Here you can see any upcoming appointments. This is also where you will go to begin your sessions. To begin a scheduled session, click the video camera icon next to the appointment date and time. Please remember to click “Join Session” so you can see and hear the clinician. You can also view availability and request new appointments with this feature.
*TheraNest Calendar Disclaimer: Our administrative assistant, Gabby, is in the office Monday through Thursday 9 am to 4 pm. She updates the calendar daily, however, please note over the weekend and during the evening availability may not be 100% accurate until it is updated in the morning. You are always welcome to request a new appointment via TheraNest, however, if you receive a decline message, it is most likely because that appointment was booked and the system was not updated yet.
4. “Inbox” Tab
This section will show any messages between you and our office in TheraNest. It works like a basic email.
****5. Click the arrow next to your name at the top. Then Click “Profile”
Here you can update the client’s preferred name as well as the email and mobile phone number that you would like text message appointment reminders to go to.
****6. Click the arrow next to your name at the top. Then Click “Demographic Info”
Under Contact Info, the mobile number for text message appointment reminders will be listed. You may also list a secondary number (landline, work, or secondary phone) if applicable. Text message reminders will only be sent to the primary mobile phone number listed. Secondary phone numbers can be listed if for some reason we cannot reach you at the primary number. Please list an emergency contact here as well. This section is where clients can update preferred pronouns and additional demographic info. Please ensure this section is completely up to date.
7. Click the arrow next to your name at the top. Then Click “Signature”
This section will just save a signature for any documentation that needs to be signed by you/your guardian.
8. The “i” icon next to your name at the top is where you can ask any questions if you forget how a function works. This is also where you can ask any questions regarding resetting passwords, etc.
Telesession Appointments
We require a minimum of 24-hour notice when canceling or rescheduling an appointment. If no notice is provided, you will be billed the full session fee. Sessions begin at the top of each hour and run until 45 minutes past the hour. If you are late to log onto a session this time will not be added to the end of your session. Once the therapist has logged onto the session the client has 15 minutes to log on. If the client does not log on after 15 minutes, the systems times out and the client will be billed for the full session fee. The office is not responsible for client internet/technology failures. If a client is unable to log on due to their network or equipment prior to their session and does not notify the office, the client will be billed for the full session fee. Please check connectivity and network issues prior to your session. TheraNest recommends using Google Chrome for the best results. Please keep in mind you are able to login to the Client Portal via computer or cell phone as long as you have access to a functioning network. TheraNest also has an app you can download. You must notify the office of any issues so we are aware and can notify the clinician before your session times out.
Session Payments
We accept cash, check, money order, or card (Healthcare FSAs are accepted as well). Please note, cards will incur ~3.5% convenience fee. Your bank statement will reflect Danielle Cook Mental Health Counseling. A card is required to be on file. All checks and money orders must be made payable to Danielle Cook. Checks that are not properly filled out will be returned. Please ensure all checks are dated and signed appropriately. Payments can be mailed to:
CPH
737 Delaware Ave, Suite 216A
Buffalo, NY 14209
Payment may also be dropped off at the office Monday through Thursday 9 am to 3 pm. Payments are due by your appointment time. A $10 late fee will be applied if we do not receive payment within 3 days of your appointment. Clients with outstanding invoices that exceed the service due date are subject to an additional fee of $10 for every 30 days past due.
Sliding Scale Clients
For clients who are on sliding scale payments, it is important to know that you must be in good financial standing in order to continue receiving the discounted rate. Proof of income must be submitted annually as our foundation covers the rest of the portion of the discounted rate. If updated documentation is requested, you will be notified.