Managing Minor Client Records and Parent Access in Sessions

How do I add a minor client without assigning an email address to them?

Answer:

Adding a minor client is simple and does not require an email address. Follow these steps:

1. Navigate to Clients > +Add > Minor.
2. Enter the minor's first and last name. Skip the email field unless the minor has their own email address.
3. Scroll down to the Contacts section. Add the parent as a contact:
   • Click New Contact if the parent is not in the system.
   • Click Existing Contact if the parent is already in the system.
4. Assign roles to the parent, such as Billing Contact or Emergency Contact.
5. Save the client record.

Finally, go to the minor client’s Portal tab, toggle the permission for the parent to manage the child’s account, and invite the parent to the portal.

How can I handle situations where the parent's email is already in use for another minor?

Answer:

If the parent's email is flagged as already in use:

1. Remove the email from the Details tab of the first minor.
2. Navigate to the minor’s Contacts panel and re-add the parent using the Existing Contact option.
3. Navigate to the parent's record by clicking on their name in the Contacts panel.
4. Add the parent's email to their record.
5. Save the changes, and then use the minor’s Portal tab to grant the parent access.
6. Continue to add the parent as an Existing Contact for any other minors while leaving the email address blank on the minor's record.

The system allows one email to be linked to multiple minors via the Existing Contact feature. Ensure that documents and forms are sent from the correct minor's chart.

How do I manage consent forms when parents of a minor are divorced or have separate accounts?

Answer:

1. Add both parents as separate contacts in the minor’s chart under the Contacts panel.
2. Each parent will have a subtab in the minor’s Portal tab.
3. Share forms with each parent individually by selecting their subtab and inviting them to the portal.

This ensures both parents can manage their own documentation and forms without accessing the other’s information.

How can I capture signatures for a minor (14+) and their parent on the same document, like a treatment plan?

Answer:

To capture signatures from both the minor and the parent:

1. Ensure both the minor and parent have their own email addresses and portal access.
2. When sharing the document (e.g., a treatment plan), select both the minor and parent from the list of recipients.
3. The system will allow both parties to sign the document.

If this option isn’t visible, verify that both the minor and parent have portal permissions enabled.

How do I move documents uploaded to the wrong portal (e.g., parent instead of minor)?

Answer:

If documents are uploaded to the parent’s portal instead of the minor’s:

1. Download the document from the parent’s portal:
   • Navigate to the parent’s chart > Documents section.
   • Select the file and click Download.
2. Re-upload the document to the minor’s chart:
   • Open the minor’s chart > Documents section.
   • Click Upload, select the file, and save.

For future uploads, remind the parent to use the minor’s portal profile when submitting documents.

Is it possible to assign multiple billing contacts for a minor?

Answer:

Currently, Sessions only supports assigning one billing contact per client. As a workaround:

1. Download the superbill for the assigned billing contact.
2. Share it with the second parent using Secure Messaging or upload it under their portal tab in the Shared Documents section.

This feature is already a requested enhancement, and updates may be provided in the future.

How do I correct a situation where a parent was mistakenly set up as the client instead of the minor?

Answer:

To resolve this:

1. Navigate to the parent’s chart and update the details to reflect the minor’s information:
   • Update the name, date of birth, etc., in the Details tab.
2. Remove the parent’s email from the Details > Account Information section.
3. Add the parent as a contact in the minor’s chart under the Contacts panel.
4. Adjust portal permissions for the parent via the Portal tab.

If the parent has already completed forms under their own profile, you can request to transfer the forms to the minor’s profile.

Can a parent have portal access to manage multiple children?

Answer:

Yes, a parent can manage multiple minors through their portal access:

1. Set up the first minor by adding the parent as a contact and granting them portal permissions.
2. For additional minors, add the parent as an Existing Contact during setup.
3. In the portal, the parent will see separate profiles for each minor and can manage their forms and documents individually.

What should I do if a parent is unable to access the portal after their email address is updated?

Answer:

1. Confirm the email address is updated in the Contact Information section of the parent’s chart.
2. Send a password reset link to the updated email.
3. Instruct the parent to log in using the new credentials.

If issues persist, check the portal permissions in the minor’s Portal tab.

How do I resend portal invitations to a parent?

Answer:

To resend a portal invitation:

1. Go to the minor’s Portal tab.
2. Select the parent’s subtab.
3. Click the ... menu and choose Resend Invitation.

If the parent already has access, instruct them to log in or reset their password.

How can I guide parents to upload documents to the correct portal profile (minor vs. parent)?

Answer:

1. Advise parents to select their child’s profile within the portal before uploading documents.
2. If documents are mistakenly uploaded under the parent’s profile, you’ll need to manually download and re-upload them to the minor’s chart.

To avoid confusion, share instructions or a short tutorial explaining how to navigate between profiles in the portal.

How do I send intake forms to both parents of a minor when they are separated or divorced?

Answer:

To send intake forms to both parents:

1. Add each parent as a contact in the minor’s Contacts panel.
2. Navigate to the minor’s Portal tab and select the subtab for the first parent. Send the forms to this parent.
3. Repeat the process for the second parent’s subtab.

Each parent will have access only to their own portal and will not see forms or documents shared with the other parent.

How do I update a client’s account if their primary email was entered incorrectly or shared with another client?

Answer:

If an email was entered incorrectly:

1. Navigate to the Details tab of the client’s chart.
2. Click Edit and update the email address.
3. If the email is already in use, remove it from the other client’s chart first, then reassign it to the correct client.

Ensure that portal permissions are properly adjusted in the Portal tab for both clients to avoid conflicts.

How do I resolve an issue where a client or contact cannot complete intake forms?

Answer:

If intake forms remain incomplete:

1. Confirm that the forms were shared through the correct Portal subtab (e.g., under the minor’s portal for a parent contact).
2. Ask the parent or client to check their portal notifications and ensure they are viewing the minor’s profile, not their own.
3. If the issue persists, uncheck the form in the Manage Documentation section of the Portal tab, save, and reselect the form to resend it.

What should I do if a parent accidentally uploads documents for one child to the wrong sibling’s profile?

Answer:

To correct this:

1. Download the uploaded document from the sibling’s chart:
   • Go to the sibling’s chart > Documents section > Select and download the file.
2. Re-upload the document to the correct child’s chart:
   • Open the correct child’s chart > Navigate to the Documents section > Upload the file.

For future uploads, remind parents to select the correct child’s profile in the portal before submitting documents.

How do I update or change the billing contact for a minor client?

Answer:

To update the billing contact:

1. Navigate to the minor’s chart and scroll to the Contacts panel.
2. Click the ... menu next to the current billing contact and deselect the Billing Contact option.
3. Click the ... menu for the new billing contact and assign them as the billing contact.
4. Save the changes. If needed, send a new credit card authorization form to the updated billing contact through their Portal subtab.

Can I set up siblings under the same parent contact without causing conflicts?

Answer:

Yes, you can add siblings under the same parent contact:

1. Create a record for each sibling individually.
2. In the Contacts panel, use the Existing Contact option to add the parent to each sibling’s chart.
3. Assign the parent’s role (e.g., Billing Contact, Emergency Contact) for each sibling.

The parent will see separate profiles for each child in their portal.

How do I transfer completed forms from a parent’s profile to a minor’s profile?

Answer:

If a parent completes forms under their own profile instead of the minor’s:

1. Download the completed forms from the parent’s Documents section.
2. Re-upload the forms to the minor’s Documents section.

Encourage the parent to use the minor’s portal profile for future documentation.

How do I resend a consent form to a parent after they’ve accepted the portal invitation?

Answer:

To resend a consent form:

1. Navigate to the minor’s Portal tab.
2. Select the parent’s subtab and scroll to the Manage Documentation section.
3. Uncheck the consent form, save, and then reselect it. Click Save and Send Notification.

The parent will receive a notification to complete the form again.

How do I set up a parent contact if the parent was initially added as a client?

Answer:

If a parent was mistakenly added as a client:

1. Open the parent’s chart and navigate to the ... menu in the upper-right corner.
2. Select Make Inactive to deactivate the parent’s client record.
3. Add the parent to the minor’s chart as a contact using the Existing Contact option in the Contacts panel.
4. Adjust portal permissions for the parent via the minor’s Portal tab.

The parent will retain access to the minor’s information without remaining an active client.

Can multiple parents receive appointment reminders for a minor client?

Answer:

Yes, multiple parents can receive appointment reminders:

1. Add both parents as contacts in the minor’s Contacts panel.
2. For each parent, check the Receive Appointment Reminders box when assigning their roles.

The system will send reminders to both parents without conflict.

What should I do if portal permissions for a parent aren’t working as expected?

Answer:

1. Verify the parent’s portal access in the minor’s Portal tab.
2. Ensure that the toggle is enabled to grant the parent permissions to manage the minor’s information.
3. Resend the portal invitation if necessary, or reset the parent’s password.

If the issue persists, contact support for further troubleshooting.

How do I update a minor client's profile to reflect a new guardian or contact person?

Answer:

To update a minor client’s profile for a new guardian or contact:

1. Navigate to the minor’s Contacts panel on the far-right sidebar of their chart.
2. Click the ... menu for the current contact and select Remove as Contact (if needed).
3. Click Add to add the new guardian as either a New Contact or an Existing Contact:
   • Enter the contact’s name and email.
   • Assign roles, such as Billing Contact or Emergency Contact.
   • Check the box for Receive Appointment Reminders if needed.
4. Save the changes and update portal permissions in the minor’s Portal tab.

If the new guardian requires access to previously shared documentation, ensure that the forms are re-sent from the minor’s profile.

How do I handle situations where a parent hasn’t accepted their portal invitation?

Answer:

If a parent hasn’t accepted their portal invitation:

1. Navigate to the minor’s Portal tab and select the parent’s subtab.
2. Check the status of the invitation:
   • If it’s still pending, click the ... menu and select Resend Invitation.
   • Confirm the parent’s email address is correct in the Contacts panel.
3. If the parent has trouble accessing the portal, guide them to use the Forgot Password option on the login screen.

If issues persist, confirm with the parent that their email spam filter isn’t blocking the invitation.

What should I do if a parent’s uploaded documents appear incomplete or invalid?

Answer:

If a parent uploads incomplete or incorrect documents:

1. Open the minor’s Documents section to review the uploaded files.
2. Contact the parent via the portal messaging feature to notify them of the issue.
3. Request that they re-upload the corrected documents using the minor’s portal profile.

To avoid future errors, provide clear instructions on how to upload documents under the correct portal profile.

How do I handle billing for separated or divorced parents who share financial responsibility for a minor?

Answer:

While Sessions currently allows only one billing contact per client, you can manage this situation using these workarounds:

1. Assign one parent as the Billing Contact in the minor’s chart.
2. Download the superbill from the Billing tab and send it to the other parent through secure messaging or their portal subtab.
3. To avoid confusion, notify both parents of this process during intake.

If this scenario occurs frequently, you can request that Sessions support adds a feature for multiple billing contacts.

How do I archive or deactivate a contact who no longer needs portal access?

Answer:

To archive or deactivate a contact:

1. Open the Contacts panel in the minor’s chart.
2. Click the ... menu next to the contact’s name and select Remove as Contact if they no longer need any involvement.
3. If the contact needs to remain in the system (e.g., for past documentation or billing history), make them Inactive by navigating to their chart and selecting Make Inactive from the ... menu.

This ensures their profile remains on record without granting active portal access.

What should I do if parents ask for shared portal access for co-parenting purposes?

Answer:

Sessions doesn’t currently support shared portal access between parents. To accommodate co-parenting needs:

1. Add both parents as contacts in the minor’s Contacts panel.
2. Grant each parent individual portal access by toggling permissions under their respective subtabs in the minor’s Portal tab.
3. Share relevant documentation with each parent separately through their individual portal profiles.

This ensures confidentiality and secure access for both parents.

Can I allow a minor over 14 to access their own portal without parent involvement?

Answer:

Yes, minors over 14 can have their own portal access if permitted:

1. Navigate to the minor’s Details tab > Account Information.
2. Add the minor’s email address (if they have one) and send a portal invitation.
3. Under the minor’s Portal tab, manage permissions to allow the minor to access their documentation.

Ensure that any parent contact permissions remain intact if the parent still requires access.

How can I track a minor client’s recent and upcoming appointments without scrolling through the calendar?

Answer:

To view a minor client’s appointments:

1. Open the minor’s chart and navigate to the Appointments tab.
2. Here, you’ll find a list of all past and future appointments in chronological order.
3. For quick access, you can also use the search bar on the dashboard to locate specific appointments by date.

What should I do if a parent requests to switch between their child’s portal profiles for siblings?

Answer:

Parents can easily switch between sibling profiles within the portal:

1. Guide the parent to log into their portal account.
2. From the main menu, they can toggle between each child’s profile.

If they encounter issues:

• Verify that the parent is listed as a contact in each sibling’s Contacts panel.
• Confirm that portal permissions are toggled on for each sibling.

How do I create unique internal IDs for different client groups, such as separating minors from adult clients?

Answer:

Internal IDs are generated automatically by Sessions, but can be customized:

1. Under Account Settings > Clients, turn on custom client IDs.
2. Navigate to the client’s chart and click the ... menu in the top-right corner.
3. Select Edit Internal ID and update the ID manually.

How do I enable a divorced parent with a restraining order against the other to access a child’s portal safely?

Answer:

To ensure secure access for both parents:

1. Add each parent as a contact in the minor’s Contacts panel.
2. Use the Portal tab to invite each parent separately, ensuring they have access only to their own subtab.
3. Double-check that forms and documentation are sent to the correct subtab to avoid cross-access issues.

Sessions ensures that one parent cannot view the other’s portal activity.

How do I handle cases where a minor needs to sign their own documentation (e.g., ROI or treatment plan)?

Answer:

To capture a minor’s signature on documentation:

1. Add the minor’s email address to their Details tab and send them a portal invitation.
2. Share the documentation with the minor through their portal subtab.

If the minor does not have an email address, consider capturing their signature during an in-person or telehealth session by navigating to the Details tab > Intake area and clicking Manage to complete the form.