Clients may contact you to update or access their payment or insurance information. While providers cannot assist with this, you can politely remind clients that they can update their details through the Client Portal or by speaking directly with the Client Support teams.
Client portal account management
For security reasons and to verify identity, clients must update their personal and billing information either by creating a client portal or by directly contacting the Client Support team.
What can clients do regarding billing in their client portal?
Clients are able to update the following in the Account section of their Client Portal:
Personal information (including chosen name and pronouns)
Residential address
Payment information*
Insurance information
Reschedule an upcoming charge
View payment history
*Clients with specific payor benefits, such as Medicaid or Kaiser Permanente Northern California, will not be required to enter payment information.
What are providers able to help with?
Providers can clarify any cash fee or sliding scale amounts with clients, but do not have access to insurance co-pay responsibilities or exact charge dates.
Recommended response
If a client contacts you requesting assistance with billing issues beyond what is available in your provider portal, you can use the following response:
Hi {Client Name},
Thank you for reaching out. To update your payment or insurance information, reschedule a charge, or view your billing history, please:
Log in to your client portal here.
Select the Account option from the sidebar.
Update the desired information under the My Coverage or Billing Information tabs.
That's it! If you encounter any problems updating your payment or insurance information, please check out this help guide or contact the Client Support team, and someone will assist you.
Best,
{Provider Name}
{Practice Name}
Preview the client experience
Reschedule a qualified charge
Clients can reschedule their qualified charges, reducing confusion and payment issues while gaining more control over their financial planning. Qualified charges include insurance fees and do not cover self-pay, no-show, or late cancellation fees. Clients can learn more about rescheduling a qualifying charge here.
Clients have 16 days from receiving the email notification of the upcoming charge to reschedule via their client portal. They can reschedule the charge as many times as they want within the 16-day window after the initial charge date. If a client needs further assistance, they must speak to a Client Billing Support agent directly.
View historical charges
Clients can view their historical charges for 2025 and update their payment methods from the Billing Information tab in the Account section of their client portal.*
Selecting an individual charge pulls up a summary of its details.
*If a client needs billing details from sessions before January 2025, they can contact a Client Billing Support agent to fulfill the request.