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This page will help you navigate through the patient portal and provide you with answers to commonly asked questions about the portal and new patient onboarding.​

Our Intake Specialists are also here to help in any way they can, so please don't hesitate to reach out to them if you have any questions. 

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  • What is Telehealth?
    Telehealth is the use of video and audio technologies used by licensed health care providers for the purpose of providing diagnosis, consultation, or treatment of their clients.
  • Will I need to be located Maryland State to participate in telehealth?
    It depends. Therapists can only practice psychotherapy in states in which they are licensed. The location of the client at the time of their telehealth appointment is the state where the therapist is considered to be practicing in. All of our therapists are licensed to practice in Maryland State, however, some of our therapist have temporary waivers that allow them to provide telehealth to clients located in other states. Please contact our Intake Coordinator to see if any of our therapists offer telehealth services in your state. If you are a current client and planning to be out-of-state for a session, please check first with your therapist to make sure they are approved to provide services in the state you will be in. During Covid-19, some states have allowed out-of-state therapists to practice under a temporary waiver and under certain conditions. Because these exceptions are made on a state-by-state level, you will need prior approval from our office to work with one of our therapist if you live, or will be located, in any state other then Maryland during telehealth appointments.
  • What type of platform will be used to host my telehealth session?
    We use a HIPAA compliant version of Zoom with end-to-end encryption, meaning we never store or access the video or audio content of your online therapy sessions. ​
  • What equipment do I need to join a telehealth session?
    To join a telehealth session with your therapist you will need the following: ​ A computer, tablet, or phone An external or integrated webcam An external or integrated microphone Internet connection with a bandwidth of at least 150 kbps to 450 kbps for 1:1 telehealth sessions 225 kbps to 670 kbps for group telehealth sessions You can check your internet speed here. We recommend an Ethernet cable over Wifi when possible to ensure you receive the best possible connection through your internet provider. ​ Before joining your session, shut down all other background applications to ensure that Zoom receives the majority of your internet’s bandwidth.
  • Do I need to download Zoom for my telehealth session?
    Yes. To join a Zoom meeting you will need to have the Zoom app installed on your computer or mobile device. Otherwise, you will be prompted to download and install Zoom when you click a join link. However, you are not required to sign up for a Zoom account to participated in telehealth sessions. For desktop computers: Download Zoom Client for Meetings For mobile phones or tablets: Go to Zoom Mobile Apps option and select one of the following buttons based on the type of device you have. If you don't already have Zoom installed on your device, we recommend installing it at least one day before your session and then testing it to make sure it works. This will give you time to troubleshoot if any issues come up. Click Here for Easy Steps to Test Zoom ​
  • Will I need to pay for Zoom?
    No. ​
  • Is telehealth covered by my insurance?
    Not all private health insurance plans cover therapy sessions through telehealth. During the Covid-19 pandemic, many insurance companies have expanded their coverage or issued temporary coverage through waivers. If we are in network with your insurance provider then we can contact them to verify your coverage. Remember that it is always best practice to call your insurance provider directly to confirm benefits and eligibility. ​
  • How do I join a telehealth session?
    There are 2 ways to join a telehealth session: ​ 1. Join using the link found in your appointment reminder email You will get a total of 3 emails prior to your scheduled appointment with a one-time use link to join your meeting. ​ First email is sent at the time your appointment is scheduled Second email will be sent one day prior to the appointment Third email will be sent as soon as your therapist signs into the session ​ To join, click on one of these links at the time of your appointment 2. Join through your Insync patient portal account Sign in to your patient portal Find your upcoming appointment on the Home screen to join. ​ ​When your appointment is 15 minutes away from its' start time the green JOIN button will appear. Click it to join your session.
  • Will I use the same Link for every telehealth session?
    No. You will be emailed a new link for each telehealth session. If you do not receive this link within 24 hours of your scheduled session, check your junk or spam mail.
  • Are there any additional requirements for doing telehealth?
    You must have signed the Informed Consent for Telehealth Services prior to your initial session. You must be located in the State of Maryland during your telehealth appointment unless you have received prior approval from our office. You must be appropriately dressed for the session (in other words, dress as you would if coming to our office for a session). You must be in a safe and private location. You must have adequate connection so that sessions are not disrupted. You must be in one place during the session (i.e. no driving or walking through town while on your session)
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