Telehealth FAQs for Clients


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.

What type of platform will be used to host my Telehealth session?

We use TheraNest to connect with our clients for live video sessions. TheraNest is a secure HIPAA compliant software program that also manages client appointments, notes, and billing. 


What equipment do I need to join a 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.

  • An internet connection with a bandwidth of at least 10 MBPS.

    • We recommend an Ethernet cable over Wifi when possible to ensure you receive the best possible connection through your internet provider. You can check your internet speed here. 

That's it!  No applications or software to download. 

Do I need a specific internet browser?

In order for Telehealth sessions to be successful, you must use approved browsers and devices. 

If you’re using a Desktop or Laptop, the following are recommended:

If you’re using a tablet or mobile phone, the following are recommended:

  • Android - Google Chrome

  • iOS 11 or newer (iPhone or iPad) - Safari

Will our sessions be recorded?

No. TheraNest does not allow for session video or audio to be recorded.

Is Telehealth covered by my insurance?

Most private health insurance plans cover therapy sessions through Telehealth. If we are in network with your insurance provider, then we can contact them to verify coverage. Remember that it is always best practice to call your insurance provider directly to confirm benefits and eligibility. 


How do I join our session?

Step 1: Once your Telehealth session has been scheduled you will receive an email and/or text message from our front office staff containing a link with a unique URL.

If you have not received a URL link 24 hours of your scheduled session, you must reach out to our front office staff to retrieve the link.

Step 2:  Prior to joining your session, shut down all background applications to ensure Telehealth receives the majority of your internet’s bandwidth, especially applications that use your camera. 

Step 3: At the time of your session, click on the URL link that we provided you via text or email. You can also copy and paste the provided URL link into an internet browser window.

Step 4: Enter your name, and click on the Join button.  You will be able to join from your phone, tablet, or computer. Telehealth session windows are fully responsive and will adapt to the screen size of your device.

Step 5: Your internet browser should prompt you to "allow" camera and microphone access. This is a critical step! Otherwise, your therapist will not be able to see or hear you in the session. If you have trouble allowing access, this guide can help. 

Step 6:  When you first join the session, you will be in the virtual waiting room. This is where you will enter the name you want your therapist to use, as well as check your settings to make sure you are using a strong internet connection and have good video and audio connectivity. Again, check your internet speed here to make sure you have a bandwidth of at least 10 MBPS.






Note: If you don't see the blue Join button, that means your provider has not yet joined the session on their side. This will update as soon as they join the session. Once you click the the blue Join button, you will be connected to your provider and your session will begin!

IMPORTANT: If you have to leave the session temporarily or want to switch devices, you must use the "Leave Call" button, otherwise you will not be able to rejoin the session.


What happens If I get disconnected during my Telehealth session?

In the event that you are disconnected from a session, please call our front office so they can assist you. 

Will I use the same URL link for every Telehealth session? 

No. You will be sent a new link with a unique URL for each Telehealth session you schedule. 

Are there any additional requirements for doing Telehealth?

  • 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 sesssion)

  • You must have signed the Informed Consent for Telehealth Services prior to your initial session.

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