Updating Session Types (No Show / Phone Session)

Accurately marking session types is essential for proper billing, compliance, and avoiding errors in Medicare claims. Here’s a step-by-step guide on how to handle different scenarios when clients don’t attend or prefer a phone session:

• Client hasn’t joined the session:
  • After 5 minutes, you’ll receive a notification: “Client has not joined the session. Please attempt to call the client on their mobile number.”
  • Attempt to call the client using the provided mobile number.
  • If client does answer and session takes place via phone, mark on system as phone session. 
• Client still hasn’t joined after 20 minutes:
  • If the client hasn’t joined by 20 minutes past the start time, mark the session as a no-show.
  • Document your attempt to contact the client, including leaving a voicemail and any other relevant details.
• Client prefers a phone session:
  • You can find the client’s mobile number under the Clients tab in your portal.
  • Search for the client’s name, click the call button, and enter the reason for calling to display the mobile number.
  • After completing the phone session, return to your dashboard or past sessions tab, find the client’s session, and mark it as a phone session for accurate tracking and billing.
• Mark sessions accurately:
  • Failing to select no-show or completed via phone will leave the session unmarked, which can lead to incorrect claims.
  • Incorrectly marked sessions may result in automatic no-show fees being charged to the client, regardless of whether they are private, MHCP, or bulk-billed.
  • Incorrect Medicare claims can take up to 12 months to reverse, leading to significant delays and complications.
• Key takeaway:
  • Always ensure sessions are documented and marked correctly to prevent billing errors and delays in Medicare claims.

By following these steps, you ensure smooth billing processes and avoid complications that can arise from incorrect session types.