Your patients or clients have access to a secure patient portal through Jane called My Account. This patient account can be set up when they complete the Online Booking process or when they receive their Welcome Email. If you’re curious, here’s a little more info on Helping Patients Log In. If they visit other clinics that use Jane, they’ll have a separate My Account for each clinic.
📍Note: Anyone with a Staff Profile in your Jane account will have a My Account area as well.
There are lots of things that can be done from the My Account page! Let’s walk through each of these sections together:
Upcoming Appointments
Clients can view and manage their upcoming appointments, as well as join their online appointments from here.
If a clinic has allowed it in their Settings, patients can cancel or reschedule their appointment as needed. Jane will display any appointments within the clinic’s cancellation period as “Contact to Cancel” to avoid any surprises. No matter the clinic’s cancellation policy, all appointments can be cancelled online within 3 minutes of booking to allow for errors.
Online Appointments
When a client has an Online Appointment in the next hour, a blue Begin button will appear in this area to allow them to join the call.
Learn more about How Clients Join Online Appointments!
Appointment History
Clients can review all their past appointments here.
Intake Forms
If there are Intake Forms to be completed, they’ll be available here. Clients will also see a banner running across the top of their My Account page prompting them to fill out their form, or they can click into the Intake Form tab.
You can learn more about Intake Forms here.
Documents
Clinics can share chart entries and files with clients and those documents will show up here. This can be especially helpful for things like exercise programs, progress reports, or treatment plans.
Learn about Sharing Chart Entries or Files with your clients.
Contact Info
Clients can update their contact info here, as well as choose to opt-in to marketing emails. The information they add here will be reflected in their Client Profile on the clinic’s end.
It’s important to note that the option to add or update Pronouns will only appear if this setting has been enabled on the clinic’s administrative side of Jane. Clinics can find this setting by heading to Settings > Clinic Info & Locations > Client Pronouns.
Credit Cards on File
If a clinic is using Jane Payments, clients will be able to add a credit card and pay any outstanding balances from their My Account area too. Note that clients can’t remove credit cards on their own by design, in case they’re required by a clinic’s cancellation policy — however, your clinic can remove your credit card administratively if you get in touch with them.
Pay Balance
As mentioned above, if you’re using Jane Payments, your clients will be able to pay any outstanding balances from their My Account area.
Receipts
Patients can access all of their past payment receipts (and Superbills for our US folks) in their My Account portal so they can download the ones they need rather than comb through their inbox or reach out to their clinic.
These payment receipts are for product purchases or appointments and are intended to help with calculating tax deductions and managing personal finances where the date of the payment matters more than the date of the appointment. Payment receipts in the My Account portal are not detailed receipts, meaning they don’t contain in-depth primary insurance details and don’t reflect the total balance of an invoice.
For patients in Canada, these receipts should be sufficient for submitting a primary insurance claim but they won’t have enough information for submitting a secondary claim. If a detailed receipt is needed, the clinic will need to email or print the receipt for the patient.
Patients will find their receipts in their My Account area under the Receipts tab:
Patients can filter their receipts by payment date or leave the date fields blank to view all of their receipts.
They can view and download individual receipts as PDFs or download all of their receipts listed on the page (max 10 receipts per page) by clicking the blue Download Page button next to the date filter.
To view the receipts that patients see, you can head to a patient’s profile > Billing > Receipts. If you unapply a partial payment, we show patients how much is still applied from the original receipt. If you unapply all payments, we hide the old receipt to avoid confusion and any administrative errors. If you re-apply a payment, we show the applied amount on a new receipt so there’s no risk of double-counting payments.
Notifications & Reminders
If you’ve made your Reminders & Notifications client-selectable in your Settings, clients can manage how they’d like to receive those here.
Username/Password
In this section, clients can update their username and password.
Viewing Active Sessions
Curious about your login activity? You can take a peek at that information right from the patient portal.
To start, the patient will want to ensure that they’re logged into their Jane account. Next, they’ll click on Username/Password within the left sidebar menu and then on the blue Manage Sessions text.
Jane will break down the following details of when they logged into their account:
- The status of the session - Current, Active and Ended
- The date they signed in and when that same login session (i.e. tab or browser window) was last used
- How they signed in
- Which Browser they signed in from
- The Operating System on the device they used to sign in (i.e. Macintosh, Windows, Linux etc)
- The IP Address
They’ll also have the option of ending all the sessions at once using the End All Sessions button at the top right. Alternatively, they can select End Session for an individual session on the right.
Note📝: A staff member of the clinic is not able to end the sessions on behalf of a patient. If they need assistance with this, please contact our support team and we’d be happy to help get this sorted.
Google, Facebook & Twitter
If a clinic has enabled social logins (in the Settings > Online Booking > Client Sign In Settings), clients can come here to link or unlink social profiles. This allows clients to log in with their social account rather than having to remember yet another username and password:
Book an Appointment
If you have Online Booking enabled, Clients can also click on the Book an Appointment in the left-hand menu or the top-right corner of the page to be redirected to your Online Booking page.
This will allow them to review the clinic’s calendar and book their own appointments. These can range from regular individual in-person sessions to telehealth sessions, or class bookings, depending on what your clinic offers.
💡Heads up — the Packages & Membership features mentioned below are available on the Thrive Plan
While patients cannot purchase packages or memberships through the clinic’s Online Booking page at this time, they can still book sessions that fall under packages and memberships that can be automatically redeemed.
This allows the clinic to not have to manually add the package or membership onto the client’s appointment and instead will allow any booked eligible treatments under packages/memberships to be redeemed.
To make sure this is enabled, head to the Settings tab on the admin-facing side, and select the Packages & Memberships section. Then make sure the Automatically Redeem Online button is checked on.
Phew, we covered a lot! Let us know if you have any questions. 💙