Jane's Guide Here's all the help you need to use Jane.

My Account - Your Patient/Client Portal


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

📣 Heads up: Receipts in the patient portal is being released for a small number of clinics to start.

To check if it’s released in your account, click on your name on the top right corner of Jane and select My Account. If you see a Receipts tab, this feature is available for you and we’d love your feedback if you have a moment to fill out our survey.

Patients can access all of their past payment receipts 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 don’t contain insurance details and don’t reflect the total balance of an invoice. While they should be sufficient for submitting a primary insurance claim in Canada, they won’t have enough information for submitting a secondary claim.

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.

📣 Jane tip: Some actions, like un-applying and re-applying a payment to an invoice will create a second payment receipt, so the patient can end up with two receipts for the same service.

In the example below, the patient’s appointment needed to be edited after payment was taken, so the payment was un-applied and re-applied to the appointment, creating a second payment receipt. The most recent payment receipt will always be at the top of the list.

While this won’t come up very often, patients will want to check the dates and services on their payment receipts so they don’t accidentally double-claim an expense.

To view the receipts that patients see, you can head to a patient’s profile > Billing > Receipts.

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, as well as see all the devices and browsers they’re logged in on by clicking Manage Sessions.

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.

Additional Notes

Can invoices, receipts and other financial documents be viewed in the My Account area?

No - Not at this time.

To give some context, sometimes clinics need to correct their billings after the fact for a variety of reasons — they might accidentally have charged the wrong price and need to credit the client back, or sometimes insurance companies end up paying for a patient’s appointment after saying they wouldn’t.

As you might imagine, things can change quickly behind the scenes, and we’d rather make sure you have the most up-to-date information. So when looking for a copy of all of your receipts, you can always request a statement from your clinic and they can easily generate one and email it to you.

We’d love to hear more about how this feature would be helpful! You can share your feedback on this post on our feature request page.

Phew, that’s a lot to explore! Let us know if you have any questions. 💙

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