Frequently Asked Questions for Providers

We're here to help

Get instant answers to common questions

Frequently Asked Questions for Providers

We’re grateful for your feedback as we grow our network! Have ideas, suggestions, or a question for our team? Reach out to us at support@pathccm.com, or give us a call at 323-676-7425. We’ll get back to you as soon as possible. Support operating hours:

  • Monday - Friday 6:00a - 10:00pm PT
  • Saturday - Sunday 9:00a - 6:00pm PT

Thank you for being a valued member of the Path network!

Please refer to this policy and procedure guide whenever you have questions about our processes. If your question is not answered here, please reach out to support@pathccm.com and we will be happy to assist you.

Client Communication: 

  • Contact Information: During your first appointment with a client, please provide them with your contact information so that they can reach out to you going forward.
  • Initial Appointment Scheduling Conflict: Our Intake Team schedules Initial Therapy appointments for you based on the current availability of your AdvancedMD Schedule. This is why it is so important to keep your calendar up to date. If you are no longer able to meet with the client at that scheduled time, please reach out to the client directly to find a time that works for both you and the client.
  • Client Drop-Out: If you have lost contact with a client and believe they will benefit from continuing therapy, please let our Care team know by emailing care@pathccm.com.

Telehealth Appointment Policies: 

  • When To Contact Late Clients: If your client has not joined your Telehealth session after 2 minutes, send them an email within the Telehealth Module by clicking the paperclip/chain-link icon to the right of Start Call > Share Link. If they are 5 minutes late, please give them a call. If you don’t hear from your client after 15 minutes, you can end the session and mark them as a no-show.
  • Technical Difficulties: If you or your client is experiencing technical difficulties preventing the session from starting, please give the client a call. You can continue the session by phone.  Refer to your initial email from Support if you need to track down the client’s phone number outside of the EHR.

Billing and Insurance Policies: 

  • Billing Your Clients: We have already collected insurance information and have a credit card on file before ever adding a new client to your calendar. We handle the collection of all patient obligations (e.g. copays). Interest free payment plans are available. If your client has a question about billing, please have them contact billing@pathccm.com.
  • Credit Card Charges:  We charge the patient’s card on file 1-2 days following a visit and prior to payer adjudication if they have a known copayment amount. It is possible that a patient may have their credit card charged twice for a single visit.  This may occur when the patient is first charged for a known visit copayment and then after the insurance processing is complete additional patient obligation was determined (e.g. the balance was applied to the deductible).
  • Late Cancel and No-Show Policy: All clients sign Path’s 24-hour Cancellation and No-Show policy during intake. This policy states that if a client cancels within 24 hours of their appointment, or if they no-show for their appointment, they will be charged the full fee for that session on their credit card. However, it is your discretion on whether or not you’d like to charge the fee — please review this video for instructions for how to mark someone as a no-show and charge them or waive the fee. If you do decide to charge the client, you will be paid your full rate for that session. If you do not decide to charge the client, you will not be paid.
    • Please complete a Missed Appointment note if a client no shows.
  • Multiple Sessions in One Week: If your client requests to see you more than once a week, you can do so if you deem it medically necessary to the client’s treatment. We recommend checking the client’s chart to confirm that they do not have a session limit before scheduling multiple weekly appointments. Please document the medical necessity of the additional session in the note for the second session. Do not schedule multiple appointments for a single client within the same day.
  • Notes and Charge Slips: You must sign your notes prior to completing a charge slip.  Notes  and charge slips are due within 24 hours of the completed appointment. As a refresher, take a note associated with the session, sign it, and sign the associated charge slip. This allows us to get you paid on time each pay period.
  • Private Pay Clients: You are welcome to use our EHR and billing services for private pay clients. Our private pay rate for clients is $120, and you will be compensated for these visits at your contracted hourly rate.
  • Clients Located Outside of Their Home State: Generally speaking, you are only allowed to bill insurance if the client is physically located in the state you are licensed. While we do verify their location before ever scheduling them, it is best practice to ask where they are located at the start of every session. If you have a continuity of care issue for a client who has temporarily relocated to another state (e.g., less than 30 days), providers are expected to contact the appropriate licensing board in that state to determine if it is permissible to continue to provide services.
  • CPT Codes: Please use the CPT code 90791 in your note and charge slip for all initial appointments. For follow-up appointments, you will likely be using 90837 (60 minute therapy). 60 minute therapy requires at least 53 minutes for therapy (the rest can be for notes).
  • Diagnosis Codes: When adding a diagnosis, please use F codes — Z codes are not reimbursed by insurance.
  • Free Consultation Calls: Many clients want a chance to meet a provider before booking an appointment.  Although not required, we encourage providers to offer this service to minimize rematches. You do not need to enter a note for 15 minute consultation calls, however you may use a blank note to document the interaction as you see fit. This is not a billable event, so please do not create a charge slip.
  • Provider No-Show Policy: Our goal is to provide world-class support and care for our clients. We collaborate with our providers to ensure that our clients receive life-changing treatment. 

    To ensure this, Path providers agree to: 

    • Arrive on time to their appointments with clients.
    • In case of an emergency, reach out to the client directly and promptly to let them know about changes to the schedule.
    • Align with the client before making adjustments to the client’s appointment time.
    • Provide clients with at least 24 hours notice of a cancellation or rescheduled appointment.

    If we hear from a client that a provider was late or missed their session, we will check in with them. After 3 instances of late cancellations, missed appointments or tardiness, we will pause on sending new clients to that provider until they have demonstrated the ability to arrive on time and communicate appropriately with clients.

Communicating with the Path Team: 

  • Vacation/Sick Time: If you will be on vacation or otherwise unavailable, please add blocks to your calendar so that our team knows not to schedule you for new clients during those times. If you have clients with existing appointments during that time, please reach out to the clients directly to let them know, and to reschedule if needed. If you will be unavailable for an extended period of time, please let our team know at support@pathccm.com.
  • Contacting The Path Team: To request a referral (psychiatric evaluation, IOP, etc.) or to request a client re-match, please email our Care team at care@pathccm.com. It is best practice for providers to notify their clients prior to initiating a referral or a rematch. For questions about scheduling, the EHR, Path policies and anything else, please reach out to the Provider Support team at support@pathccm.com. If you have compliance or HIPAA questions or concerns, contact privacy@pathccm.com to reach a member of our compliance team.
  • Other contacts that may be useful for you:
    DepartmentRegardingEmail AddressPhone Number
    Provider RelationsProvides strategies and best practices for growing your practice through Path including: schedule optimization, caseload management, profile best practices and general growth consultation

    N/A

    (Provider Relations Associate assigned post-onboarding, please reference onboarding email for contact info)

    N/A
    SupportTechnical support, EHR troubleshooting, general payment questions, direct deposit setup, employment verification, path policies and procedures, adjusting status, general support questionssupport@pathccm.com

    (323) 676-7425

    or

    (323) 205-7088

    CarePatient rematching, referrals (psychiatric, IOP, etc), higher level of care requests care@pathccm.com(323) 205-7261
    BillingPatient billing issuesbilling@pathccm.comN/A
    CredentialingCredentialing requests, questions on paneling statuscredentialingteam@pathccm.comN/A
    Accounts PayableProvider payment questionsaccountspayable@pathccm.comN/A
    SchedulingProvider scheduling questionsscheduling@pathccm.comN/A
    RecordsRecord requests for patients and providersrecords@pathccm.com(313) 831-6369

    HIPAA/

    Compliance

    Questions or concerns related to HIPAA Privacy & Security rulesprivacy@pathccm.com N/A

Please view the How to Set Up Availability video to walk through how to set your schedule.  

If you are currently at capacity with new clients, please remove any availability for new clients from your Scheduler in AdvancedMD. Please also email the Provider Support team at support@pathccm.com  so we can mark you as Full in our system. Once you’re ready to start seeing new clients again, please add availability in AdvancedMD and reach out to support@pathccm.com  so we can update your status on our end.

As a part of the Path Provider Network, you’ll get paid through direct deposit every other Friday. If you have not yet been set up with direct deposit, please reach out to support@pathccm.com. You’ll receive your invoice for the sessions you’ve had a few days before each payment.

To view Pay Periods in your Google Calendar, click here.

Although covered services vary by payer, Path providers are typically able to deliver the following services: 

90791:  Psychiatric Diagnostic Evaluation by a licensed clinician (16-90 minutes)

90832:  Psychotherapy- individual (16-37 minutes)

90834:  Psychotherapy- individual (38-52 minutes)

90837:  Psychotherapy- individual (53+ minutes)

90839:  Psychotherapy for crisis (billed for the first 60 minutes)

90840:  Psychotherapy for crisis (each additional 30 minutes after 90839)

90846:  Family/couples therapy without the client (26+ minutes)

90847:  Family/couples therapy with the client (26+ minutes)

Note:  It is the client’s responsibility to verify coverage of a service.

Path employs full-time Care Coordinators who manage all referrals for higher level of care needs such as IOP or psychiatric evaluations. Send an email to  care@pathccm.com with the client’s name, date of birth, and need for service connection.  The Care Coordinator will contact the patient directly to coordinate a referral.

It is best practice to speak with your client prior to making a referral for a higher level of care.

Psychiatric Mental Health Nurse Practitioner services are available through Path to active Path patients in California aged 18 and over.  Additional services will be available soon! 

Path therapists can write letters for Emotional Support Animals for their clients. When prospective clients reach out asking for this, we let them know that our therapists will need to work with them for 2-3 sessions before they can write this letter, and this will be at the therapists’ discretion.

If you are a provider in California, please see these ESA letter guidelines that went into effect in January 2022.

We recommend these articles for therapists who have questions about writing a letter for an ESA for their clients:

It is up to you to decide whether or not you would like to write this letter for your client.

When requesting accommodations, clients may sometimes need supporting documentation from their mental health provider.  You will need to decide if you feel that providing a letter falls within your scope of practice or if the client should contact a primary care doctor.  This article provides some guidance. 

We caution providers to think carefully prior to agreeing to complete legal paperwork for your client.  If you do decide to write a letter, use your own letterhead and disclose only the minimum necessary information.  If possible, send the letter directly to the client rather than sending it to a non-covered entity (such as a school or employer).  A Release of Information may be necessary.  Contact records@pathccm.com to request a Path Release of Information be sent to a client or you may forward this link to the client to print and sign a hard copy to return to our records team.

All providers will complete mandatory HIPAA training at the time of onboarding and annually.  We provide more details about HIPAA in our Compliance Plan. Here are a few things to remember: 

  • As a covered entity, it is your responsibility to ensure that your email is HIPAA compliant. Read this article for best practices for HIPAA compliant email services. Many Path providers use ProtonMail. 
  • Be sure you keep your remote work environment HIPAA compliant. No household members should ever hear your sessions or see client information.  Clients are entitled to the same level of privacy during telehealth sessions as they would receive during in-person care, and providers are ethically obligated to maintain client privacy. You’ll need to conduct telehealth sessions in a private location where client privacy is assured and where the call will not be overheard by others.
  • Providers are prohibited from downloading or printing client records.  
  • Path is the custodian of record.  Records can only be released to patients by our Medical Records team (records@pathccm.com).

Path promotes a supportive and “just” culture of compliance. To self-report any HIPAA violations or concerns, please contact privacy@pathccm.com

  • The phone and the internet are conduits of data that do not require a BAA or additional HIPAA security controls.
  • Your phone is considered HIPAA secure as long as you use a password on your mobile device.
  • All registered patients have provided consent for Path to call and text them. Some providers set up a Google Voice number if you would prefer not to use a personal cell phone.

Some providers set up a Google Voice number if you would prefer not to use a personal cell phone.

Share this link with your colleague so they can schedule a call with us.

To reach the Provider Support team, please email support@pathccm.com, or give us a call at 323-676-7425.

How are my patients billed by Path? 

Your patients provide us with a credit card, which we verify, before they can schedule an appointment with you.

Your patients are told up front what their co-pays are. We will charge the card on file the night of the appointment, or the day afterwards. Their credit card statement will attribute the charge to Path. 

What is our cancellation policy? 

We have a 24-hour cancellation policy. If your client cancels before the 24 hour window before their appointment, there is no fee.

How will I get paid? 

As a part of the Path Provider Network, you’ll get paid through direct deposit every other Friday. If you have not yet been set up with direct deposit, please reach out to support@pathccm.com. You’ll receive your invoice for the sessions you’ve had a few days before each payment.

To view dates for pay periods, click here to add the Billing calendar to your Google Calendar.

Clinical FAQ

Providers seeing clients through the Path network must complete minimum documentation requirements for services provided using note templates in our Electronic Health Record (EHR).   

  • First visit:  Complete the Initial Assessment and the Treatment Plan 
  • Follow-up visits:  Complete a Progress Note using either the Progress note or the SOAP note format based on your preferred template
  • Last visit (or lost to follow up):  Complete a Discharge Note *Note: this is not a code for reimbursement unless a patient is seen and another service is billed.

Path provides note templates in our EHR.  Each note has required fields (in yellow) and clinical prompts to ensure providers are documenting all required elements.  You will not be able to sign a note without completing the required fields.

To protect patient confidentiality and to preserve the therapeutic relationship, keep notes limited to required elements with basic themes and interventions.  You may (but are not required to) keep psychotherapy notes outside of the official medical record. It’s a good idea to be familiar with the difference between a mental health or substance use psychotherapy record and psychotherapy notes. HIPAA gives added protection to “psychotherapy notes.”  A helpful article on the topic is available here.

All notes should demonstrate that the service is medically necessary. Although each payer defines medical necessity slightly different, here are a few pointers to include: 

  • The service is directed towards reducing the effect of symptoms/behaviors of the diagnosis on record and its resulting functional impairments (i.e., explain how symptoms/behaviors are impairing the person’s life) or, 
  • The service is provided to prevent an increase in symptoms/behaviors or functional impairments (i.e., explain how services are provided to prevent deterioration or to maintain the current level of functioning)
  • Areas of functional impairments may be in school, work, relationships, housing, sleep, etc. 

A diagnosis is required to bill for a service and to complete a charge slip for you to be paid.  Z and R codes are not billable.  Notes cannot be signed unless a diagnosis is entered on the record in the yellow required field.  Watch this quick video to see how to enter a diagnosis.

  1. To add a note after an appointment: go to the Dashboard and double click on the client’s appointment on the left-hand side.
    EHR dashboard
  2. Click the Template dropdown menu to select your note template.
    patient note

Note:  Be sure you are using the Template Type for “AMDS_Mobile”

Training and paper copies of each note type are available through the video and print version links below. 

Login to the EHR and search for “Test, Note” patient (DOB 1-1-70).  Examples of each type of note can be viewed.

We recommend completing a note on the same date of service. However, Path allows up to 48 hours from the time of the completed appointment to enter a note.

Please review your provider contract agreement for details about how your compensation may be impacted by delayed documentation

Once a note is signed in the EHR, it cannot be changed. The original entry must remain in the record.   However, you can add an addendum for new information or a clarification for mistakes.  

To add more information or to clarify an error: 

  • Search for the patient in the top left of the dashboard (by last name), then select the note from the right-hand side in the patient’s chart. On the top light blue bar, please click Add Linked, and then select Patient Note. 

advanced md screenshot

  • Then select “3 – Blank Note” as the note template
  • In the Patient Note, document the current date and time. 
  • Write “addendum” or “clarification” at the start of your note as the purpose.  
  • State the reason for the addendum or clarification referring back to the original entry 
  • Write the addendum or clarification.  

Example of an addendum:  “This is an addendum to the Progress Note dated Nov. 17, 2021 to provide additional collateral information provided by the client’s mother after the session. Client’s mother reports the client missed school last week due to experiencing a panic attack while at the bus stop.” 

Example of a clarification:  “This is a clarification to the Initial Assessment dated Nov. 10, 2021 to correct an error in documentation regarding the client’s employment status. Client reports he is employed part-time.” 

  • Sign the Patient Note

Note: Do not generate a new charge slip for an addendum or clarification.

As the client accomplishes goals or identifies new issues, the treatment plan should be updated to reflect these changes. Initial treatment plans are required during the first session.  The initial treatment plan will carry over to your future progress notes so that you can refer back to it as needed.  We recommend updating the treatment plan as often as you feel is clinically appropriate based on the client’s progress and therapeutic needs related to their condition.

Path does not ‘close’ a client from services.  However many providers like to enter a note in the chart to indicate they are no longer working with the client.  For these situations, please use a Discharge Note to identify when a client is no longer being seen for care with you.  The Discharge Note may be completed when a client achieves their therapeutic goals and is ready to terminate services with you, when the client (or provider) makes a choice to discontinue services, or when a client is referred to another provider or organization. In situations when you are aware that the client will be discontinuing services, a Discharge Note is expected to be entered into the record within 7 days of the last visit.   However, it is common for clients to stop participating in therapy before reaching their treatment goals and/or without sharing their intention to stop treatment with the provider. In situations when a client stops scheduling or attending appointments with you, please make at least one outreach attempt to engage the client in care.  If you do not receive a response within 10 days of your outreach, you may complete a Discharge Note.
  • A Safety Plan note template is available within the EHR if you would like to complete this in session to have a record on file.
  • A PDF of the Stanley-Brown Safety Template is available here.
  • You can also have a client download a safety planning app to complete and store the safety plan on their phone.

The safety plan is for the patient. You are not required to have a copy of their safety plan in the EHR, but you are required to document in your note when the patient has completed a safety plan. 

You can create a Quick Memo or a Pop Up note to communicate internally with another Path provider.  Pop up notes and quick memos are not part of the official record.  Review this link for instructions on how to create and remove a pop up note. 

If you do not feel qualified to treat a patient that we have matched with you, please email care@pathccm.com with the patient details (name and date of birth), as well as a summary of why you are not a good fit and what type of provider you recommend. Additionally, please let the care team know if there is something specific that you would like us to update in our matching settings to ensure we are only sending you the best possible matches.

Please use a Blank Note template. A blank note is a helpful document if you would like to add an addendum to a previous note or if you would like to document anything in between visits (perhaps a phone call or quick memo). A blank note does not include an option for CPT as it is not intended as a billable event. 

Anytime a patient misses an appointment (or is a late cancel) you will be marking them from the scheduler as “No Show”.  You’ll need to select the reason for the no show and whether or not you are going to charge them for the missed appointment. In addition, you may document the situation using a Missed Appointment note.  This is a non-billable note.

Medical Records

  • Contact Medical Records for all medical record requests at records@pathccm.com
  •  Path is the custodian of record.  
  • Providers are prohibited from releasing records directly to patients.
  • The Medical Records team will handle this for you by sending your client an email to gather an electronic signature on a release form.  
  • Please send a note to records@pathccm.com with the following information: 
    • Client’s name
    • Client’s DOB
    • Client’s email address 
  • Name and address of who the client wants to share their information The Records team will complete the top portion of the ROI and email the form to the client to sign. The team will provide communication to you on the process.
  • The Records team will upload the signed ROI into AMD (see the “Documents” tab) and will inform you that the process is complete.

EHR Support and Training Videos

Calendar

Notes and Charge Slips

Client Communication & Appointments

Log in to the EHR. In the top black bar, click Modules > Telemedicine. 

A pop up window will appear, where you can click Start Session next to an upcoming session. You can also click the paper clip icon, and re-share the link for the appointment. You can navigate to a different date in the upper right hand corner by clicking on the calendar icon.

 

General Support

Running your private therapy practice just got a whole lot easier