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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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Guide to Patient Portal & New Client Onboarding

Patient Portal Basics

Adding a Credit Card on File


  • From the patient portal's main menu (on left hand side), select "Home/ Dashboard"
  • From the top of the page, select option "Manage Saved Cards"
  • From the pop-up menu, complete the following form and then sign
  • Using the drop-down field labeled "Payment Type", indicate your preference for how and when we use this card. If no preference is indicated here, it will become the new primary card on file.
  • Click "I agree" at the bottom of the screen
  • Add payment information on the epayment pop-up window

  • Once complete, Click "Submit"




First time sign-in to Patient Portal


  • Once scheduled, you will receive an email from "Insync Administrator" with a link to the patient portal sign-in page that includes your username.

⚠ If you don't see this email in your inbox after 30 minutes of being scheduled, please check your junk mail first before calling the front office to re-send.

  • You will also get a temporary password that is sent to you via text message.

⚠ This temporary password will expire in 72 hours

  • After signing in for the first time, you will be prompted to reset you password.




Completing Patient Forms


  • After updating your "Primary Info" profile, go to the main menu on the left hand side of the screen and Select "Form/Documents"
  • Select the page tab called "Patient Forms"
  • Click the red down facing arrow to expand the tab
  • From the "Patient Forms" tab, complete the forms in that section.
  • To sign a patient form, select the pen icon next to the signature box
  • Then type or manually enter your signature in the signature box, and select "Accept"
💡 If you have already saved your signature on file, it will autopopulate on all your patient forms, so all you have to do is "Save and Submit". 🔍 To learn how to add your signature on file, go to question #5 in this section, or use search box to find "Adding Signature on File".
  • Select "Save & Submit"




Uploading a Photo ID


Photo ID's can be submitted in multiple ways:


Option 1: Take a Picture & Upload Directly Through the "My Profile" tab

  • Go to main menu on left side of page

  • Select menu tab "My Profile"

  • Select the top page tab "Primary Info"

  • Find the empty picture icon on the right side of the page

    • To take a picture of your photo ID from your device, select the camera icon

    • To upload your photo ID directly from your device, select the upload icon

  • Click "Save & Submit"

Option 2: Email your photo ID directly to intakes@lifechangetherapynow.com as an attachment.

Option 3: Send us your photo ID as an attachment through the your patient portal "Messages" page

  • First make sure you have an image of your photo ID saved on the device your are using

  • Go to main menu on left side of the patient portal

  • Select menu tab "Messages"

  • Select the top page tab "Compose"

  • For "To": Select Option "Intake Specialist"

  • For "Subject": Select Option "Photo Id/Insurance Card (front & back)" from the Select Quick Subject menu

  • Click on button labeled "Choose File" and select your photo ID image

  • Once uploaded, Click "Send" button below




Completing History Forms


  • From the main menu of the left side of the screen, select the "History" tab

  • On the History page, you will find 3 form options, choose accordingly

  1. Adult History

  2. C & A History (Child and Adolescents)

  3. Couples Intake Questionnaire

  • After completing the history form, Click "Sign & Save" 💡 These forms go straight to your provider




Patient Portal Basics


The patient portal is a secure and convenient way to:

  • Complete and Submit New Patient Paperwork
  • Make Payment After a Session
  • Confirm or Cancel Upcoming Appointments
  • Log into your Telehealth Appointment
  • Update your Contact & Insurance Information
  • Send or Receive Messages from Front Office Staff or Therapist
  • View Billing History & Account Summary
  • Complete Assessments Sent by your Therapist




Updating Primary Info Profile


  • From the patient portal, go to main menu on left hand side of page
  • Select "My Profile"
  • Select "Primary Info" tab (near top)
  • Complete or Update all information on this page (you can leave "blood type" blank if you wish)
💡 If a field is highlighted in grey, then it can only be updated by LCTN. But, you can add the corrected or updated information on the patient form called "General Client Information Form".
  • Select the additional page tabs lableled "Contact Details" and "Employer/School Details" and complete by clicking on "Save & Submit" 💡 Click on the red "V" to expand each tab (see image below)
💡 If you haven't already added a credit card on file, you can do that from this page under "Manage Saved Cards" (see image above). 🔍 To learn how to add your credit card on file, go to question #9 in this section, or use search box to find "Adding Credit Card on File".




Uploading Insurance Card


Insurance Cards Images can be submitted in multiple ways:


Option 1: Take pictures & upload directly through the "My Profile" tab

  • Go to main menu on left side of page

  • Select menu tab "My Profile"

  • Select the top page tab "Insurance Details"

  • Find the top box on right side of page labled "Insurance Card Front Image"

    • To take a picture of your insurance card (front side) using your device, select the camera icon, and select "Capture" when you're read to take the picture

    • To upload an already saved image of your insurance card (front side) directly from your device, select the upload icon

  • Follow the above step again to add the back side of your insurance card

  • Click "Add" or "Update" at the bottom of the screen

Option 2: Email your insurance card images (front & back) directly to intakes@lifechangetherapynow.com as an attachment.

Option 3: Send us your insurance card images (front & back) as an attachment through the your patient portal "Messages" page

  • First make sure you have the insurance card images already saved on the device you are using

  • Go to main menu on Left side of the patient portal

  • Select menu tab "Messages"

  • Select the top page tab "Compose"

  • For "To": Select Option "Intake Specialist"

  • For "Subject": Select Option "Photo Id/Insurance Card (front & back)" from the Select Quick Subject menu

  • Click the "Choose File" button and select the two insurance card images

  • Click the "Send" button at the bottom of the screen




Completing Assessments


Your therapist may send you one or more assessments to complete prior to your initial session and throughout your treatment. * From the main menu of the patient portal, select "Assessments Tools" * Select the page tab called "New Assessment" to expand all your new assessments 💡 If you have any assessments to complete, you will see them here * Click on the title for the assessment tool to open and complete the assessment * When you have completed answering the questions, Click on Save & Submit 💡 Use the red "X" at the top right of the assessment page to exit * To view assessments that you have already submitted, select "Submitted Assessment Tools"




Adding Your Signature on File


This is an optional setting that can help you complete assessments, payments, and new patient forms more efficiently. Once you add your signature on file, you can bypass the otherwise mandatory step of manually entering in your signature, and insead go straight to signing the form. See below for instructions.

  • Go to the main menu on the patient portal, and Select "My Profile"
  • Now make sure that you are on the "Primary Info" tab
  • Find the empty picture and signtature icon on the right side of the page

  • Click "Manage Signature"

  • From the "Signature" pop-up screen, Select the top tab labled "Manual" or "Type" and then Enter your signature

  • Select a security question and then Enter your own unique answer

  • Enter a 4-digit security code that you can easily remember

  • Click "Save" at the bottom of the pop-up screen

💡 Your security information will not be visible on our end. If you would like to reset your signature, you can do it from this page but you will need to enter in your 4-digit password. We will not be able to change or modify your signature or 4-digit password from our end. If you forget your password, please use your security question and answer.

  • You are all set!




Navigating our "Questions and Answers" Board


We want to make sure that you find what you're looking for as quickly as possible, so here are 2 Quick Tips to help you get started: Tip 1: Use the menu option to skip to topic areas that are most relevent to your search. (Read the brief description of each meun item below) 1. Patient Portal Basics This section includes everything you need to know about how to find and complete onboarding documents, as well as how to navigate and utilize other patient portal features. 2. Onboarding FAQ (frequently asked questions) This section contains answers to our most commonly asked questions about the general patient onboarding process. 3. Troubleshooting Here you will find answers to help you resolve problems or glitches that may come up for you while trying to complete onboarding tasks. Tip 2: If you are only looking for specific information, try using the built in search feature and bypass reading each question from all sections. For example, if you want to know something specific about patient forms, then type in "patient forms" in the search box. This will pull up information from all 3 sections that pertain to "patient forms".





Onboarding FAQ

What should I do if my Patient Portal access expires or if I forget my password?


The temporary passwords provided to new clients expire after 72 hours. If your access expires or if you forget your password, please reach out to our front office staff by phone at 301-847-7872 or by email at info@lifechangetherapynow.com.




Do I have to complete the form "Consent to Disclose PHI with Health Care Provider"?


Yes. But that doesn't mean you have to give us consent. The form includes the option to decline giving consent (see form preview below).


If you do not have a primary care provider at this time, there is also an option for you to indicate so.




Do I need to have a credit card on file?


At this time, we require that all clients keep a credit card on file. All billing and financial information is stored electronically in a secure HIPAA-compliant manner. This makes uploading your card and making payments through our patient portal more secure than making payment over the phone. For more more information on this please review the Informed Consent Form provided to you via the patient portal.




What are the REQUIRED new patient forms?


The following forms are required by ALL clients:

  • General Client Information Form
  • Notice of Privacy Practices & Acknowledgment of Receipt
  • Credit Card Authorization Form
  • Policies for No Show/Late Cancel & Late Arrivals
  • Consent to Disclose Protected Health Information (PHI) with Health Care Provider
  • Informed Consent Forms by Age (select the ones that correspond to you)
    • Adult Informed Consent
    • Minors Informed Cosent
  • Informed Consent by Service Type (complete all that apply)
    • Telehealth Informed Consent (only if attending telehealth sessions)
    • Couples Informed Consent
    • Group Informed Consent




What are "History Forms"? And which one should I fill out?


History forms are questionnaires that therapists use to get to know their clients better and to assess the origins and causes of their client's identified problems and symptoms. They are not mandatory forms, but to get the most out of an initial session, we recommend that clients complete them at least 3 days before their initial session.

Our therapists generally use a combination of history forms, assessment tools, and dialogue from initial intake sessions to provide clients with treatment recommendations and to create personalized treatment plans.

There are a few different history forms that are available on the patient portal. The form you should complete will depend on your age and the type of therapy that you requested. Feel free to use the chart below to select the right history form to fill out.





Troubleshooting

Error message when adding credit card on file using iphone


Follow the steps below if you get this error message when using your iphone/ ipad to add a credit card on file through the patient portal.

  • Option 1: For Safari
    • Disable "Prevent Cross-Site Tracking".
      • You can find this flag in iPad / iPhone Setting
      • Select Safari
      • Then disable the flag named "Prevent Cross-Site Tracking"
  • Option 2: For Chrome
    • Enable "Allow Cross-Website Tracking".
      • You can find this flag in iPad / iPhone Setting
      • Select Chrome
      • Then enable the flag named "Allow Cross-Website Tracking"
  • Option 3: For Windows ("incognito" mode)
    • Disable flag "Block third-party cookies"
      • Open windows brower in icognito mode
      • On the bottom of the page, disabable "Block third-party cookies"