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Online Appointments (Telehealth) FAQ

Here are some frequently asked questions and answers about Jane’s Online Appointments telehealth video conference feature. If you haven’t seen them already, we do have a few other dedicated guides that may come in handy on setting up, joining, and troubleshooting your Online Appointment session.

Is the interface secure and HIPAA compliant?

Yes! The Online Appointments feature was built exclusively within Jane and it is all provided within our secure infrastructure that meets our privacy standards. We are not white labeling a 3rd-party solution behind the scenes.

We are using a standard that provides peer-to-peer audiovisual communication in most cases. This means that all the traffic flows directly between each user’s web browser and completely bypasses our servers. The traffic is also encrypted in transit and none of the data is stored anywhere at any time. Both clients and staff must be signed into their secure Jane account to access the Online Appointment.

This approach ensures our online appointments are HIPAA compliant (as well as FIPPA, PIPEDA/PHIPA, PIPA and other regional analogues) and address the major privacy concerns clinics and patients have around telehealth.

Will I be able to record audio or the chat communication?

No video, audio or chat communication can be recorded during an Online Appointment session. This approach ensures that this feature remains HIPAA compliant and addresses major privacy concerns around telehealth posed by clinics.

Can the platform support group conferencing?

Jane’s Online Appointments are currently one-on-one at this time as we launch the early stages of the feature, however support for group conferencing will be something that we look to implement later down the line as we iron out the wrinkles.

What will the pricing be like for the Online Appointments feature for the long-term?

📌March 2020: In response to the recent COVID-19 outbreak, we are currently offering this new video conferencing feature free of charge for Jane users on any subscription plan.

We weren’t expecting to release a Telehealth feature until the end of the year, so there are quite a few details that we’re still working out with this (very) early launch. We are asking many of the early adopters to weigh in on what would feel right and fair to them and will be working on finalizing the pricing over the next few weeks.

If you would like to share your thoughts on what sort of price range you’d be expecting for a feature like this, don’t hesitate to send us an email at

Do you know whether patients are eligible to submit insurance claims for teleconference sessions for my discipline and location?

We will be looking into how a variety of insurers are managing telehealth treatments in response to COVID-19 and will be compiling this info over the coming week.

For now, we would recommend checking in with your professional association OR the insurance company directly for the most accurate and up-to-date information on which appointments types are eligible for reimbursement and how to code and submit them. As you learn new info we’d love to hear about it! We will take what everyone learns and amalgamate it into a community database.

Due to the rapid nature of the initial launch of Jane’s Online Appointments, the consent form that is shown prior to the video conference session is not modifiable at this time. There may be additional consent requirements set out by your local regulatory body and we recognize the importance of ensuring that this form can be customized. Although unavailable right now, this will be something that we look to implement in a future iteration of this feature.

In the meantime, some clinics have set up a separate consent form under Settings > Intake Form that is sent to the client prior or during the session.

💡Pro Tip: If you wanted this form to be sent out automatically to clients who book a video conference session for the first time, you could consider setting up a separate telehealth discipline and assign your online appointment treatment types to this discipline during set-up.

Then, in the settings of your new consent form, you can specify that this form will be sent out automatically to clients who are booking an appointment in that particular discipline type for the first time.

If you would like to collect this consent prior to each session, you could set the form to be triggered manually, instead. Prior to the appointment, you will be able to send off the form via the client’s profile. This would follow a very similar process to what is described in our guide on Using Intake Forms for Consent to Treatment.

Alternatively, a provider could read out any additional consent items required to your client during the video conference, and document their verbal consent in a designated section of your chart note for the session.

Not at this time. As we continue to improve the consent interface for the Online Appointments feature, we intend to make sure that these consents are documented somewhere within the Jane platform. However you cannot join a session without confirming the consent so joining a session indicates that consent was obtained.

Please see the question above, “Is the consent form shown prior to the session modifiable?”, for some alternatives on collecting and documenting consent in the meantime.

Will I be required to set up a separate set of treatments to facilitate audio/video calls?

Yes, at this time we would recommend that you set up a separate set of treatments for any sessions types that include the additional audio/video conferencing feature.

For example, your treatment set-up may end up looking something like this:

  • In-Person Counselling Session (60-minutes)
  • Virtual e-Counselling Session (60-minutes)

In case it comes in handy, here is our step-by-step guide on Setting Up Online Appointments in your account.

Can my patients prepay for their appointment / is there a way for them to add their credit card on file online?

With Jane Payments Integration

Jane Payments simple, flexible payment system where you can store customer cards on their profile, accept online booking pre-payments online, and send e-invoices to customers for outstanding balances— all within Jane. To get started, visit your Settings Tab> Integrations area.

Option 1: Process Card on File

If you already have the client’s credit card information stored on file, you will be able to process payment right after the session and provide a receipt using the standard payment workflow.

Option 2: Pay Balance Email

You will be able to send a personalized message along with an invoice for their outstanding balance to your client. This requires that the session has been arrived in order for the amount owing to reflect the appropriate balance. This option is particularly handy if you do not already have the client’s card information on file, as Jane will store this information for next time once payment has been collected.

Read more about using the Pay Balance email on our guide, Paying Balances Online.

Option 3: Online Booking Policy (Require Card on File)

With the Jane Payments integration, you’ll also be able to specify an Online Booking pre-payment policy under the Settings Tab > Online Booking area.

You may wish that a client require a credit card on file or full payment prior to finalizing their booking.

Here is our guide on Online Booking Permissions with a bit more information on where to set this up in your account.

Without Jane Payments Integration

If you do not have a Jane Payments integration set up, not to worry! You will still be able generate and download an invoice for the session to send to your client.

To do this from the schedule, click on the completed appointment and look for the Billing Info section of the righthand appointment panel.

From here, you’ll want to click on the blue invoice text with the patient’s name and invoice number.

From here, feel free to add in any additional details if applicable, then click on the Print button on the top right to preview the invoice.

If everything looks good to go, you can download a PDF of the invoice to your computer, which you can then include as an attachment to an email to your client.

Didn’t find the answer you were looking for? If you didn’t find your question listed here, don’t hesitate to reach out to us by email at or by phone at 1-844-310-5263 (Mondays through Fridays from 7am to 5pm PST) and we would be happy to guide you in the right direction!