Front Desk FAQs

Q:I'm having difficulty reading my scanned documents. What do I do?

A: Click to zoom in until you can read it or print the document.

Q:How do I edit the intake form?

A: There are two different intake forms available to you.

• To edit the intake form found in the Print section go to Settings > Intake Form Configuration.
• To edit the intake form found in the Letter section go to Templates > Letter Templates > Intake Form.

Also review the following links for further information:

• Create, Print, and Fax Letters
• Form Letter Templates

Q:Why can't I add an approval date for the progress note?

A: A progress note or report is not something that requires a signature. A Plan of Care requires a signature, a Progress Report is simply a notification of an update. Refer to Medicare Benefits Policy Manual, Section220.1.2 for more information.

Q:When should I add more than one case?

A: You would add a second case if there was a different referring doctor, different discipline, or sometimes treatment of a different body part.

Q:How do I delete a patient or case?

A: You can remove or delete duplicate patient or case records by using the Merge utility in Insight EMR. See Merge Records for more information. Contact Clinicient Support for assistance if you do not have the security permissions required to access to this tool.

Q:I have an authorization in the patient case but the issues listing says it is missing or expired. How do I fix this?

A: The main reasons for this would be overlapping dates on two authorizations or the effective or expiration date not covering the date of service listed in the corrections or issues listing.

Q:The therapist documented on the wrong case. How do we fix this?

A: The therapist can click the Change Case button, located at the top middle of the Chart tab. If there is documentation associated with the visit, the therapist can change the case on the Chart tab. If the documentation has been signed off by the therapist, they will need to un-sign the documentation, change the case, and re-sign the documentation.

Q:Why is the green money icon not showing up for my patient who owes a copay?

A: A copay is not technically due until the patient is arrives in your clinic for treatment. Once the appointment is marked as "Arrived" the green money icon will appear and the cash register will pop open.

Q:Why do I get an error message documentation being deleted when I try to cancel an appointment?

A: The warning indicates the therapist has already started documentation on this visit. If you need to save the documentation, you will want to turn it into a chart template prior to deleting or canceling that visit. Refer to Copy Documentation from One Patient to Another for further information.

Q:The patient is scheduled for a regular visit today but the therapist wants to do a re-eval. Do I need to change something on the schedule?

A: How the front desk schedules an appointment does not hinder the therapist's ability to document a re-evaluation. You have the option to change the appointment type to a progress visit, but it's not required. If the therapist has not started documentation, Clinicient recommends changing the schedule but if the therapist has already started documentation, leave the schedule as-is.

Q:What do the different icons on the schedule mean?

A: Refer to Appointment Status Icons for a list of icons and what they signify.

Q: We scheduled the patient using the wrong case. How do we fix this?

A: If the patient is not yet arrived, right click the appointment and select the correct case.

Q:What happens if you are viewing patient information in the Client Editor, schedule the patient, and then reopen the Client Editor?

A: The Client Editor automatically opens to the patient that you were previously viewing.

Q:What happens if you are viewing patient information in the Client Editor, schedule an appointment for another patient, and then reopen the Client Editor?

A: The Client Editor automatically opens to the first patient record, not the record of patient that you just scheduled an appointment for.

Q:Does the Client Editor in Insight Billing work differently than the Client Editor in Insight EMR?

A: They are virtually the same. There is no Schedule tab in Insight Billing but the Client Editor behavior is similar. If you are viewing patient information in the Client Editor, close the Editor, and then go to the Accounts tab, you are automatically directed to the specific patient account that you were just looking at. If the Accounts tab displays information for a specific patient, once you click Icon Client or press F9 to open the Client Editor, the patient information automatically displays.

Q:What is the Preferred Name field for?

A: If you enter a preferred name for a patient, then it prints on patient letters and is displayed on appointments.

Q:What is the difference between Plan of Care (POC) and progress note on the Information tab on the Client Editor dialog?

A: Medicare requires a POC that is normally established by the treating therapist. The POC requires physician approval and should be for no longer than 90 days (depending on the payer or state requirements). A POC is required by Medicare, but some clinics also use this for when they need updated signed referrals from the primary care provider. Medicare requires a Progress Report be performed 10 visits (depending on the payer or state requirements), it is no longer required every 30 days.