Client FAQ
Healthcare and insurance billing can be complicated. At The Help Couch we try our best to make the process of therapy and healthcare billing transparent and easy to understand from the very beginning. Sometimes, despite our best efforts, we all 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
Q: How do I contact my therapist?
A:Do you need to reschedule your session, notify your provider that you are running late, send them something you want to discuss in your next session. or contact them for any reason? The easiest way to reach out to your therapist is through the secure messaging system. It is the best way to communicate to them directly and it is safe and secure. The secure system is in the client portal and easily accessible in multiple ways.
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You can access the client portal/messaging in the app (get the app). Once you are logged into the app the messaging icon is on the top right of your screen.
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You can access the client portal/messaging in a web browser by going to helpcouch.com and tapping on the "Client Portal" icon (image below) and logging into the client portal. Once you are logged in you will see the messages icon in the top right.
Q: How do I Get to 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
Once you are in the Client Portal you will have access to your invoices, statements, and billing documents, You will also be able to make payments, add payment methods, view appointments, and contact us. (see pic)
Q: Something is wrong on my bill, what should I do?
A: Please check out our detailed Billing FAQ. 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 update my insurance/address/phone number, etc?
A: Updating your information is quick and easy. Just tap the icon below to send the information (along with pictures of your card if it is new insurance) with a request to update your file.
