Before you create an account, we would like to know a little more about you and your practice:

1. On the Hello Health website, click the contact link;
2. On the Find out more section, open the lets Get Started! eform
3. Complete the form (The fields marked with an asterisk are mandatory) and click the Submit button;
4. A Hello Health representative will contact you shortly!

1. To add a new patient to your list of members, click the Panel tab.
2. Click the New Patient button. A New Patient tab will open.
3. Fill out the new patient’s required information under the Basic Information section and then click the Create button. You are then redirected to the new patient's medical record.
4. The new patient's Activation Key is indicated in the Account Settings section. You can send the activation key to the patient by clicking a link to this effect.
5. To subscribe a patient to one of your Membership Plans, click the arrow button in that section to generate a menu from which you can either select an existing plan or create one by clicking New.... If you create a patient account and do not subscribe him/her to a plan, the patient will have to select a plan when he/she first logs in to Hello Health.
6. When you have finished entering info on the new patient account, click Save.
7. The system will automatically send a welcome email message to your newly added patient. This message includes a link for your patient to connect to the platform.

Another way to add a patient to your panel is by accepting a patient’s subscription request to one of your membership plans. Go to the Requests tab. In the Patient requests section: Click the Accept request link to add the new patient to your panel. Click Decline request to reject it.

When you accept a patient request, you have the option to enter a comment to send to the new patient. When you decline a request, the comment is required. Click Submit to send the response. The patient will receive a message informing him/her whether the request was declined or approved.

Simply send an email to support@hellohealth.com or fill out the help form

You can view documents attached to a patient’s record through a secure document viewer.
To view documents:

1. Click the Panel menu and then click the selected patient's name to access the Patient Medical Record;
2. In the Medical Record, click the Library section;
3. If there are several Folders, click one to display its contents in the File(s) in folder section;
4. Click the name of the file you want to view to open it in the Document viewer.

1. In the Agenda section of the Scheduling menu, click the pencil icon on one of the visits in the agenda to generate an option menu. Select View visit from this menu.
2. You are automatically directed to the patient’s Visits section, part of his or her online medical record. The visit you selected in the agenda is displayed by default.
3. In the visit record, you can view the appointment’s date and time. The duration and the default fee are also indicated next to the date.
4. In the Documentation tab, fill out the visit information by first clicking on an area (Chief Complaint, HPI, ROS, and so on) and then typing the information. You can enter visit and supply fees in the Billing tab and create an insurance superbill through the Superbills tab.

When the Visits section is completed, you may need to create a superbill for your patient to submit to his or her insurance company.

The diagnosis entered in the visit record is automatically copied to the superbill section as the default diagnosis.

Click the Superbills tab to access the form.

1. In the Add diagnosis box, type the first characters of the diagnosis to generate a menu. Select the diagnosis from the list that appears and click Add.
2. In the Add procedure box, type the first characters of the CPT code to generate a menu. Select the procedure from the list that appears and click Add.
   
   You have to enter a CPT procedure code before you can save your superbill. The Save button will turn blue to indicate the moment when you can click it.
3. Select the Send to patient box to automatically send the superbill to the patient. If you choose not to select this box, you will not be able to do so later, after you have saved the superbill information. You will then have to download the PDF version and attach it to a secure message for your patient.
4. Click Save to record the new superbill. A warning message will appear for you to confirm that you do not want to perform additional changes to the superbill. Click Yes.
5. When you return to the Superbills section, you can view the superbill you created in PDF format.

Once your profile is online, you have to determine your visit availability. This will allow your patients to schedule an appointment with you. For each availability period, you can choose different types of availabilities (office, house call, video, phone or instant messaging).

Once your visit schedule is set, patients will automatically have access to this information and will know when they can schedule an appointment with you.

To view your availability schedule, click the Hello Health logo and then the Scheduling menu. From there, select the Availabilities option from the View menu.

1. Zoom in and out of the schedule to view more or less time frame details.
2. Choose the Day, Week or Month view by clicking one of these options.
3. Click a day or period for which you want to add an availability.
4. Click and drag on the area you want to set as a new availability period (the selected area is represented in blue). Doing so will generate the availability window. You may also click the Add Event button.
5. In the Availability tab of the availability window, you must enter the availability period, the visit types you allow for this period and your practice location. You can also indicate the categories (impacts type choices - you can determine appointment categories in the Settings section, under the My Profile menu) and enter a description of the availability period in the Summary box.
6. In the Recurrence tab of the availability window, you may attribute a recurrence for the period you have chosen by selecting the Recurring availability box, selecting the day(s) of the week for which it applies as well as entering the recurrence’s end date.
7. Once an availability period is set, you can view its description in the schedule.
8. Clicking Export generates a screen capture of the schedule for you to either print it or save it as a PDF file.

Please note: The Availability section does not display appointments. However, you should note that it is impossible for two patients to schedule an appointment simultaneously. If Patient A scheduled an appointment from 2:30 to 3:00 with you, this timeslot is greyed out and Patient B can no longer make an appointment for that period. The timeframe will be blocked and patients will not be able to select this slot, which prevents double-booking.

You must always check your agenda before scheduling an appointment. Although patients cannot double-book appointments, you can. Make sure that is what you really want to do.

Now that you have set up your availability, patients can make appointments with you and you can manage your schedule through the Scheduling section tab. You can also view your scheduled appointments in the Overview section.

1. Select Agenda from the option menu.
2. Zoom in and out of the schedule to view more or less of a detailed view.
3. Choose the Day, Week or Month view by clicking one of these options.
4. Click a day or period for which you want to add a visit.
5. The Search section makes it possible for you to display the visits based on specific criteria, such as the patient, the visit status (Finished, No Show, Pending, In Progress, Cancelled) or the category (you can determine appointment categories in the Settings section, under the My Profile menu).
6. In the visit schedule, a white box represents a period you have set as an availability. Patients can only select these periods to book visits.
7. Click and drag on the area you want to select for a new visit (the selected area is represented in blue). Doing so will generate the Add Visit window. You may also click the Add Event button.
8. In the Add Visit screen, you must enter the patient name, the type of visit, the date and time, the duration and the reason of visit. When you specify a category, it is copied to the Reason of Visit field and automatically appears on the patient side as the reason of visit.
9. Once a visit is booked, you can view the event in the agenda and edit the time.
10. To modify an appointment, click the pencil icon to generate an option menu. Select one of the following actions:
    • Edit time: You can edit the visit’s date and time. The patient will receive a notification.
    • Cancel visit: The visit is cancelled free of charge.
    • No show: The visit is cancelled. It is up to you to charge a fee, in which case you have to determine the amount.
11. Clicking Export generates a screen capture of the agenda for you to either print it or save it as a PDF file.

Any appointment scheduled in your agenda is not reflected in your availability grid. However, this booked timeslot will no longer be available to your patients.

There are three requirements for your profile to be published and available to patients for visits:

1. Your profile must be 100% complete;
2. You must publish at least one membership plan for your patients;
3. Hello Health must validate your license and identity.

If you do not see the Publish button, verify that you meet these three requirements. Contact the Hello Health Support Team if you need assistance.

Different patients need different levels of care. You can offer multiple membership plans for your patients to choose from. From a basic plan with limited access to a ‘Platinum’ plan for patients requiring full access to your services, you get to decide the services you wish to offer and they get to choose the plan that best caters to their needs.

1. In the My Profile menu, click Memberships. Once you create a plan, it will be displayed in the My Memberships section of this page.
2. Click the Create button to access the New Membership Plan screen. In this section, fill out the form to create your first plan.
3. Click the template icon in the top right corner to select a plan from the menu to use as the template. The fields will be populated with the selected plan’s data. If you are creating your first plan, no items will be available in this menu.
4. Enter the plan’s Title, Type and Description. For the type, you must select either Individual or Family. A family plan comprises a plan owner and a determined number of participants (for example: a plan of 4 could include a mother as the owner and her 3 children as participants).
5. Services consist of visit types and secure messages (Email)
6. For each visit type you want to offer, select the checkbox, enter the Fee, the Duration and indicate whether or not it is Available to be selected on the first visit.
7. If you are creating a family plan, you have to determine the maximum number of participants who will be allowed to subscribe to the plan. If you are creating an individual plan, this box is not displayed.
8. You can associate a Term Fee or a Monthly Fee to the plan.
9. If you are charging a term fee, the Duration is automatically set to 12 months. If you are only charging a monthly fee or no fee at all aside from service (visit) fees, you can specify another duration.
10. Enter your new plan’s Terms & Conditions. These terms and conditions will be displayed on the patient side when a patient subscribes to your plan.
11. Click Save when you have finished completing the new plan form. In the My Memberships screen, your new plan’s status is Unpublished by default. Only a Published plan is available for selection on the patient side. An Unpublished plan is invisible to patients and unavailable for selection. You must publish at least one membership plan in order for patients to add you as their provider and schedule an appointment with you.

To publish your membership plan, click the pencil icon to generate an option menu and select Publish from the menu. When you click on Publish, a message appears to indicate that the plan will become public and available to patients. No more plan setting changes can be performed once a patient subscribes to this plan. Click Continue. The plan is now published to your profile. Patients will be able to select you as their provider once your profile is published.

Adding a colleague to your team on Hello Health is a great way to share information with other providers and staff members, give/obtain advice and referrals and communicate rapidly and efficiently using the platform.

1. Click the Team tab.
2. Click Add Colleague to generate the lists of providers and staff members who are available in the system.
3. Type the name (or part of the name) of the provider you want to add to your team and then click the Search button. You can also perform a search using the provider’s Zip Code.
4. To select a provider for your team, click the Add to My Team link. Providers have to approve your request before you can see them in your list. Until the approval, it is shown in the Requests tab, in the Team pending requests section.
   
   Before a colleague is added to your team, you can click the provider’s picture or name to view the profile details.
5. You can add staff accounts in either the Colleagues or the Add Colleague page by clicking the Create Staff button.

To learn more about the staff portal, please read the Staff Portal – Provider guide.

A Hello Health representative is already part of your list of staff members. Please do not remove this user from your team. Using this staff member enables Hello Health to manage your information for you when you need it.

You must complete your profile for patients to find you and ultimately select you as their provider. To do so, you have to enter all required information and create at least one membership plan that will be available to patients.

In Admin, click the Edit My Profile tab.

1. Click Change Photo to upload your picture or take a snapshot with your webcam.
2. Click the tips to complete your profile. These tips ensure that you enter all required information. The progress bar indicates the completion percentage.
3. All mandatory sections are marked with an asterisk. Sections that have not been completed display in red.

In the Practice Configuration section of the Settings tab, you have to determine the way you want to manage patient requests. The options are:

1. Accepting new patients: This is the default option. Hello Health member requests are all accepted automatically.
2. Accepting new patients with confirmation: All patient requests are listed in the Requests section where you can review them before either accepting or rejecting them.
3. Not accepting new patients: All patient requests are refused automatically.
4. If you set a limit for the number of patients allowed on your panel, patient requests will be refused automatically once that limit is reached. However, you will still be able to add patients to your panel on your end.

After your profile information is completed and your membership plan is created, the Publish Profile button appears to the left of the screen under the 100% Completed progress bar of the My Profile section. Click this button to publish your profile. A confirmation message will appear. Click OK.

If the Publish Profile button is not available at this point, it means that Hello Health has not validated your identity yet. You will receive a message as soon as validation is complete.

Please keep in mind that your profile must be published for patients to be able to select you as their provider:

1. Your profile must be 100% complete
2. You must publish at least one membership plan for your patients
3. Hello Health must validate your license and identity

To conclude a visit:

1. Go to the Documentation tab of the selected visit, in the Visits section, and click the Finish Visit button.
2. In the Electronic Signature screen that appears, enter your Hello Health login password and click Confirm to validate your identity.

You may also close your visit in the billing process by selecting the Finish visit box before clicking either the Cash or Card button.

The way patients are billed:

Your patients can be billed for the following items (depending on the fees you choose to charge):

• Membership plan
• Visit
• Visit cancellation (no show)
• Secure message access
• Services and supplies
• Labs

Before patients subscribe to one of your membership plans, they can view, on your profile, the visit cost and duration for each type, as well as the plan membership fee. The visit cancellation fee is also indicated below the list of plans.

Patients must indicate their card information (credit, debit or HSA) in their Hello Health account in order to be billed. This info can be entered at different stages depending on the situation:

1. You can enter the patient's payment information upon creating his/her account (if applicable).
2. Your patient can enter his/her payment information directly in their Account section.
3. Upon subscribing to one of your plans, if the plan holds fees, the Payment Information screen appears.

When are patients billed?

1. For monthly subscription fees, the patient is billed at the beginning of the month (for the first invoice, at the beginning of the second month).
2. For term subscription fees, the patient is billed on the subscription date.
3. For visits, you can choose when you charge the appointment fees. When you click the Cash or Card button in the Billing section, the invoice is sent.
4. When you create invoices for different supplies or services, the patient is billed when you save the invoice.

Hello Health can configure your account so that you are locked out and/or logged out of the platform after a certain period of inactivity. This ensures that no one accesses your account if you are away from your computer.

Before you are locked out:

1. A 10-second lock out message appears. Click Continue to go back to the platform before getting locked out;
2. Once the account is locked, either enter your password in the Unlock Account screen and click Submit or click Log Out to exit the platform.

Note: When you reenter a locked up session, you do not lose any data.

Before you are logged out:

1. A 10-second log out warning message appears. Click Continue to go back to the platform before getting logged out;
2. Once the account is logged out, you have to reenter your username and password to log back in.