FAQ
Admin
Practitioner Profiles
Who is responsible for creating practitioner profiles in Healee?
Administrators are responsible for creating practitioner profiles. They can do this directly from the administrative interface.
What information is required for creating a practitioner's account?
Administrators need to fill in fields such as first and last name, interface language, and password details. They can also provide additional details like phone number, years of experience, specialty, spoken languages, and assign a coordinator.
Can administrators activate AI assistants for practitioners?
Yes, administrators can activate AI assistants if needed.
What are the mandatory and optional fields in a practitioner's profile?
Mandatory fields include first and last name, email for contact, permissions, and a unique code. Optional fields include phone number, years of experience, specialties, languages, and more.
How can administrators deactivate a practitioner's account?
Admins can deactivate a practitioner from the main list or the "Edit" section, blocking their access to the platform.
Tags
What are tags in Healee and how are they used?
Tags are custom elements used for patient-practitioner matching, including specialties, symptoms, location, and experience. Admins manage tags at the practitioner level and create master lists.
How are tags added to a practitioner's profile?
Admins can add tags by going to "Specialists" ➝ "Edit a specialist" ➝ "Manage tags."
Dashboard
How can administrators access and make changes to practitioner practices?
Admins can access the practitioner's practices through the "Dashboard" link or the three-dots menu on the main search page.
Can administrators review multiple practitioners' practices from the dashboard?
Yes, administrators can review and manage practices for multiple practitioners from the dashboard.
Forms
What types of forms does Healee offer for collecting patient information?
Healee provides three general formats of forms: Registration forms, Intake forms, and Provider/Note forms.
How are these forms presented to users?
Forms are presented based on the specific data collected and the user's current stage in their journey, such as profile registration or connecting with a practitioner.
How can administrators access and manage Registration forms in Healee?
Admins can access Registration forms from provider.domain/panel-admin ➝ Forms. Forms can be added, edited, or deleted from the admin panel.
How do Intake forms benefit practitioners?
Intake forms help practitioners gather necessary patient information either upon the creation of a message thread or later in the patient journey.
Where can administrators manage Intake forms?
Intake forms can be managed in provider.domain/panel-admin ➝ Medical Forms.
What triggers the automatic sending of Intake forms?
Intake forms can be sent automatically based on events like the first patient appointment, after each video/audio appointment, or when a patient connects to a specialist.
How are Note forms created and stored?
Note forms are created in JSON format in the panel admin area. They are completed and submitted by practitioners, stored in the patient's folder in the practitioner's account.
Can Note forms be shared with patients or kept private?
Yes, Note forms can be shared with patients or kept private. Depending on the setup, they might be automatically shared in "shared mode" or remain visible only to the practitioner in "private mode."
How can administrators ensure privacy for Provider forms in "shared mode"?
To keep a Provider form private even in “shared mode”, the following code needs to be entered into the JSON code: "formOptions": { "privateForm": boolean }.
Rules
What is the purpose of Healee Rules?
Healee Rules provide a customizable and automated way to execute actions based on user interactions and events within the Healee platform.
What events can trigger the Healee Rules engine?
Examples of supported events are Profile Creation, profile update, form, submission, opening of an invite link, appointment creation, patient-provider connection.
Where can I find more detailed information on implementing Healee Rules?
For detailed information on the implementation of Healee Rules, please refer to the technical guide.
What information is covered in the technical guide?
The technical guide provides in-depth details on the implementation of Healee Rules, including technical aspects and practical examples.
Clinic & Calendar Creation
Why is establishing clinics and calendars important in Healee?
Establishing clinics and calendars is crucial for streamlining telehealth services. It allows administrators to set up the infrastructure and hierarchy within their organization, providing practical instructions for managing clinic schedules and availability on the Healee platform.
How can admins oversee individual practitioners' dashboards?
Admins can access and manage each practitioner's dashboard through the main admin panel by clicking on the Dashboard link adjacent to a practitioner's name or selecting the 'View dashboard' option from the dropdown menu.
What actions can admins perform within a practitioner's dashboard?
Inside a practitioner's dashboard, admins can review and modify appointment schedules and practice settings.
How versatile are clinics in the Healee platform?
Clinics in Healee fulfill various roles based on user requirements, serving as hierarchical units, physical locations, or signifying specific services or types of visits.
How can new clinics be created on Healee?
The process for creating new clinics is to be confirmed (TBC).
How do clinics serve as landing pages on Healee?
Clinics on Healee can serve as landing pages showcasing lists and schedules of associated practitioners, with the option for independent or aggregated calendars.
What are aggregated calendars in Healee?
Aggregated calendars are a solution for managing appointments across multiple practitioners. They function as a collective pool of individual practitioners' schedules, enhancing the patient experience.
How are time slots managed in clinic calendars?
Time slots in clinic calendars can be manually transferred to a practitioner's calendar or aggregated based on a preset algorithm for simplified appointment selection.
What are the features of aggregated calendars in Healee?
Aggregated calendars have unique "reasons for visit" settings and independent payment methods, insurance details, and prepayment policies. They offer flexibility in appointment scheduling.
How can admins set up aggregated calendars on Healee?
Admins need to ensure individual practices are created, grouped into a clinic, and connected to live clinics. In the live clinic's "Practices" section, a new clinic calendar is created, configured similarly to an individual practitioner calendar.
How are priorities assigned to individual calendars in aggregated calendars?
Each calendar in an aggregated clinic can be assigned its own priority. Time slots are booked based on priority, enhancing flexibility in scheduling.
Terms & Conditions Management
What role do admins play in managing Terms & Conditions in Healee?
Admins can create standard legal documents for users to accept. These documents, including Terms & Conditions and Privacy Policy, are managed and formatted in the admin-panel area under Settings ➝ Terms & Conditions.
Is there a limit to the number of documents that can be published?
No, there is no limit to the number of documents that can be published. Admins have the flexibility to create and publish multiple legal documents.
How can admins access the Terms & Conditions management area?
Admins can access the Terms & Conditions management area in the admin-panel under Settings ➝ Terms & Conditions.
In what format are the documents edited in Healee?
The documents are edited in a basic HTML editor. This allows admins to format and customize the content according to the entity's legal requirements.
Is there a preview option for reviewing document changes?
Yes, there is a preview option that allows admins to review the changes before submitting. This ensures accuracy and completeness of the document.
What does the "Signature" toggle switch enable?
The "Signature" toggle switch enables a special field where the patient/practitioner must sign before accepting the Terms & Conditions. This adds an extra layer of acknowledgment.
How do users sign the document?
Users will need to type out their first and last names exactly as they have written them in the "Essentials" page. This ensures a match between the entered information and the user's profile.
Is the signature field mandatory?
The use of the signature field is optional. Admins can choose to enable or disable it based on the entity's requirements.
Email Notifications
What role do automated email notifications play in Healee?
Healee offers out-of-the-box automated email notifications related to telehealth and scheduling components. These templates, both patient and practitioner facing, can be customized by admins.
Can users turn off certain email notifications?
Yes, patients, practitioners, and clinics have the flexibility to turn on or off specific email notifications according to their preferences.
How can admins add a new email template in Healee?
Admins can either manually create a template in the panel by clicking "Add email template" or import one using the "Import" option in the Actions menu.
What actions can admins perform from the "Actions" menu for a template?
Admins can send a test email, duplicate a template, or delete it from the "Actions" menu.
Is it possible to export email templates in Healee?
Yes, admins can export individual templates in a .json format using the "Export" option.
How can admins search for specific templates?
The search bar allows admins to find a template by name, and filters such as types and roles help narrow down the search.
Can admins export all templates in Healee?
Yes, admins can export all templates created in the database in a .json format.
What are some examples of default email templates in Healee?
Examples include account creation/validation, appointment notifications, payment reminders, appointment reminders, new messages notifications, and more.
Payment Journeys
What payment journeys does Healee offer?
Healee offers various payment journeys, categorized into Own Payment/By Card, Payment via Insurance, Payment via Vouchers, Subscription Payments, and In-Thread Payments.
Can patients book first and pay later in some cases?
Yes, a longer payment window can be instituted, allowing patients to book first and pay at their convenience. This flexibility is available in the message thread through ad-hoc payment requests and appointment payment prompts.
What are ad-hoc payment requests?
Ad-hoc payment requests substitute appointment payments, allowing patients to pay before, during, or after a consultation. Practitioners or assistants can trigger these requests in 1:1 or group chats.
Can practitioners customize the pre-set payment amounts?
Depending on replica configuration, practitioners might alter pre-set payment amounts but not service names. Patients receive a payment prompt and can pay or reject.
Can patients pay for appointments at a later point?
Yes, patients can choose the "Pay later" option within a pre-set time window within the message thread. Clicking "Pay [X amount]" alters the payment status to "Paid."
Is the change in payment status visible to all chat members?
Yes, once paid, the change in payment status is visible to all members in the chat.
What is a pre-payment policy in booking flow payments?
The pre-payment policy is a mandatory stage during booking, featuring a free cancellation period, late cancellation penalty, and no-show penalty.
How does the system calculate refunds based on the policy?
The system calculates refunds based on the fee percentages for the selected "reason for visit" and associated price during booking.
What happens if the patient fails to pay within the 30-minute window?
If the patient fails to pay within the 30-minute window, the appointment is automatically canceled, and they need to restart the booking process.
How are payments handled for follow-up visits?
Patients pay for follow-up visits during a pre-set time window or the platform automatically charges the patient's card for follow-up visits when provided for the initial appointment payment.
Can practices include private or public insurance as payment methods?
Yes, practices can include insurance as optional payment methods, with the choice to handle payments within or outside Healee.
How do insurers approve/reject appointments?
Insurers can approve/reject through API integration or within Healee. The insurance admin accesses a dashboard to review and confirm/cancel appointments.
What is a voucher in Healee?
A voucher is a set of rules for free payments associated with a policy/company, claimed by a patient, and can have limits, expiration dates, and deactivation options.
How can a corporate employer policy be created?
Corporate policies, like those from insurance companies or employers, can have default prices, company codes, and admin accounts with access to payment data.
How are subscriptions managed in Healee?
Subscriptions can be set per clinic/service/provider level, activated through the patient journey, and viewed under the "Subscriptions" panel on the patient profile page.
Can patients cancel their subscriptions?
Depending on replica settings, patients might be able to cancel subscriptions; otherwise, only admin users can cancel them. Patients (and admins) can edit payment methods at any time.
How is canceled subscription information displayed?
Canceled subscriptions are displayed chronologically with details like status, fee, start date, cancellation/expiry date, and end date.
Paid Services
What are Healee Paid Services?
Healee Paid Services allow practitioners to request payment within a message thread, serving as an ad-hoc payment method within the platform.
Can paid services be the only method of payment on the platform?
Yes, paid services can serve as the primary method of payment or be an additional option for requesting payment for services beyond appointments and consultations.
Who can create paid services in Healee?
Only admins have the authority to create paid services, which will then become visible for practitioners to choose from.
What options are available when adding a paid service?
When adding a paid service, admins are prompted to provide the service name, price (amount + currency), response time, and a description visible to both practitioners and patients.
Can practitioners alter the price of a service when sending a request?
Depending on the configuration settings of the replica, practitioners might be allowed to adjust the price when sending a payment request.
How can admins search for an existing paid service?
Admins can use the search bar at the top of the list to search for a specific service by name.
Can admins edit or delete an already created service?
Yes, admins can edit or delete an existing service by clicking the three dots next to the specific service and selecting the respective option.
Is there an alternative way to utilize paid services in Healee?
Yes, paid services can be part of a practitioner's profile when viewed by patients. In this scenario, patients select a service from the practitioner's profile to initiate a thread.
How can this alternative usage be configured?
Configuring paid services as part of a practitioner's profile for patient selection is a matter of additional configuration, which can be done by the Healee team.
Where can I find more details on utilizing paid services?
For further details on how paid services can be utilized, refer to the Admin Guide in the Payments section.