Billing FAQ
Healthcare and insurance billing can be complicated. At The Help Couch we try our best to make the process transparent and easy to understand from the very beginning. Sometimes, despite our best efforts, we experience third party issues, delays, and errors. Rest assured that when something doesn't look right we will do our best to investigate and resolve any issues.
Quick Links
When will I be billed for my session?
How do I access the Client Portal?
Something is wrong with my bill, what do I do?
How do I view my invoices and billing history?
Q: When will I be billed?
Your bill/invoice will be generated and available as soon as your session is processed (one to four weeks when using insurance and within one week when paying out of pocket). You will receive an email notification (and text if selected) with a link to the client portal. You can always view past invoices, payments, and other important information in the client portal at any time (see additional instructions below).
Please note that the billing platform autogenerates $0 invoices when a session occurs. This is for one of two reasons. 1. Your insurance fully covers your session and you have no out of pocket costs or 2. It is a placeholder for a potential charge while we wait for your insurance company to process the claim.
Having issues finding your bill? No problem, just send us a text at 844-442-6824 and we will help.
Q: How do I access the Client Portal
You can access the portal in three ways:
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The link in your emailed invoice - just click it and follow the instructions.
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The Simple Practice Client App. Download the app and use it to access your account, make payments, and communicate with us. (please note that this is different than the "Virtual/Telehealth App")
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Android - Simple Practice Client Portal App
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Web Browser/PC - go to helpcouch.com and click on the "Client Portal" icon
Use this step by step guide to see how to access the portal on a computer/laptop/web browser to pay invoices, and view your billing documents, receipts, and history by pressing the white "View Steps" box.
The steps are very similar when using the App. More section specific information is continued on below.
Q: This bill doesn't look right.
A: If you have received a statement/invoice that doesn't match your records or conversations then please give us the opportunity to investigate, clarify, or address. Just text our main line at 844-442-6824 and someone will be happy to help.
Q: How do I speak with someone about my account/bill/insurance/etc ASAP?
Text - This is the quickest way to reach us. Just send text our mainline at 844-44-COUCH (844-442-6824) with your name and your question/issue.
Call - Sometimes talking is just easier. Please feel free to call. If we don't pick up, we are likely on the phone with another client, make sure to leave a voicemail so we can call you back. If you are having trouble reaching us (we are a small company with many roles to fill) please text us and request a callback.
Email - Sometimes writing it all down makes the most sense. Please email your question to info@helpcouch.com
Please allow up to 1 business day for a reply for all forms of communication.
Q: How do I view my invoices and billing history?
1. After logging into the Client Portal, click Billing & Payments to see your billing page. This page provides you with an overview of your recent payment history and access to your billing documents.
2. You’ll see three sections for Invoices, Statements, and Insurance Reimbursement Statements (superbills).
3. At the very bottom there’s a section for Account History that shows your most recent sessions and payments.
4. Adjust the date range to display whichever sessions you’d like by clicking the
calendar icon.
TIP: Once you open a document, you can click Print to print it or Download PDF to download it to
your computer.
Q: How do I make payments?
It’s easy to pay your bills in the Client Portal and stay on top of your payment history. Your
current balance displays at the top of the page. You can either pay this entire balance, pay a specific invoice, or a partial payment.
1. To pay your entire balance or make a partial payment, click PAY BILL next to the balance amount
2. The Make a Payment pop-up will appear.
3. You can add a new card by clicking + Add card or use an existing card on file.
4. You can choose to pay the Total account balance or select "Other amount" to make a partial payment. (if you choose "Other amount" you will then have the option to manually input the amount you want to pay.)
5. Once you have confirmed your amount and payment method press the green Pay button to process your payment.
6. To pay a specific invoice, open the invoice from the Billing & Payments screen and click PAY NOW at the top right. This will bring up the payment options mentioned in steps 2 through 5 above.
Q: Can I set up autopay?
A: Absolutely! For the clients that don't want to deal with the monthly task of logging in and making payment we have a secure autopay system. Just text us at 844-442-6824 with "Autopay" and someone will get it quickly setup for you. Payments will then be processed each time you have a session/charge and a record of all transactions will be in your account for you to access at any time.
