Choosing Therapy's new EHR from OnCall Health is live!

Below are answers to frequently asked questions about the new EHR. 

Before you dive in, you may want to watch the video tutorial and introduction to OnCall through: 

As always, if you have questions that aren't addressed in the FAQ, don't hesitate to contact our team for assistance at [email protected]

FAQ - The Basics

If you're using a computer, you can log into the Choosing Therapy EHR at: https://ehr.choosingtherapy.com/

Your clients will use the exact same link to log into their account for each appointment. It's makes things simple - just one link to keep track of. 

If you're using your smartphone, you can log in using the Choosing Therapy App:

Choosing Therapy for Apple

Choosing Therapy for Android

You can change your password here: https://ehr.choosingtherapy.com/reset_password/

That same link can be used by your clients to reset their password. 

Synching your calendar is very important. 

When your calendar is synched it does two important things: 

  1. The EHR pushes appointment reminders to your personal calendar so you can better plan your week and never miss a client appointment. 
  2. It ensures the Choosing Therapy Directory stays in sync and can accurately display real-time availability to prospective clients. 

Step by step instructions can be found here.

The process is easy and will take you just a couple minutes. 

Yes. You can add/change you profile photo by going to your Account Settings and clicking "Upload photo" while in the Profile tab. Select a photo from your computer, then scroll to the bottom of the page and click "Save."

First, navigate to Account Settings.



Then click "Upload photo" underneath the "Profile" tab.


That will prompt you to uploaded a photo from your computer. Once you do that, you'll see your profile photo added in the top left corner.


Finally, scroll to the bottom of the page and click "Save."


If you or your client are experiencing a technical difficulty, it's best to contact OnCall's 24/7 support team. 

You can do this by clicking green "Help" button on the right side of your screen. 


This will trigger a chatbot who will attempt to answer your question by offering How-To guides. For most common questions, this works pretty well! 


However, for more complicated or specific-to-you questions, you may need live assistance. You can trigger live assistance by typing "Contact Support" which will then give you the option for live chat or a phone call. 



For immediate assistance with a technical question, this is the most reliable support option. 

You can email OnCall here: [email protected]

You can call OnCall here: 1-888-687-9288

And, as always, the Choosing Therapy team is here to support you as well. You can reach out to us at: [email protected]

Yes! We're glad you asked. 

Open two tabs with the EHR, and reduce them to 1/2 the width of the screen. Join the video appointment and let Zoom take up the other half or your screen. Use one EHR tab for adjusting roster info, looking up ICD-10 codes if needed, and scheduling subsequent appointments. Leave the other tab open to the session notes so you can take notes and Complete the session to trigger billing at the end of the session. 

Here's a video of what that looks like: 

Turning on push notifications from the EHR is relatively simple. 

Here's a short video on how to enable push notifications if your using a desktop or laptop (from a Chrome browser which is the recommended browser):

In the video above, I am using an Apple MacBook. If you're using a PC, you will see the same lock icon in the browser, but when you click that icon the menu will look just a little different:


Yes, the Choosing Therapy has an app for Apple and Android devices:

Choosing Therapy for Apple

Choosing Therapy for Android


FAQ - All About Sessions

To start a session, you must be logged into the EHR. You can log into the EHR here.

Once logged into the EHR, your first view should be of a list of your upcoming appointments, with the upcoming appointment at the top. 

10 minutes prior to the start time, you will see a green button that says "Join video session." 

Click that button and your Zoom Healthcare window will launch. 

Here's a short video that walks you through logging in, starting a session, taking notes, and completeing the session to ensure billing occurs. 

Here's a link to a more detailed guide from OnCall. 

On Computers (Desktops & Laptops):

If you're using a computer (desktop or laptop) you'll need to download and install Zoom. 

When you first log into Choosing Therapy's EHR, you'll be prompted to either download Zoom by clicking a link or confirm you already have Zoom installed on your computer. Your clients will experience the same thing when they log into their account for the first time.


On Smartphone or Tablet:

You will not need to have Zoom downloaded but you will need to download the OnCall App.

OnCall Health for Apple

OnCall Health for Android

You'll be able to join the video session directly from the OnCall App.


The Zoom used is Zoom Healthcare, which is HIPAA compliant a very secure. Conveniently, you don't need to download any different versions of Zoom in order to use Zoom Healthcare. 

Email Choosing Therapy's support team and we'll be happy to reschedule the appointment for you at a time that's convenient for you and your client. 

Simply provide us with:

  • the day the appointment is currently scheduled for
  • the initials of the client
  • a preferred day and time to reschedule for 

You can reach us at [email protected]

Yes, the preferred browser is Chrome. 

While all browsers will work, if you're experiencing issues in Safari, Firefox or some other browser, try logging out and opening the EHR in a new Chrome window.

After clicking the "Join Video Session" button, a Zoom window will launch and you'll be take to the "Appointment Summary" page within the EHR. 

Within the Appointment Summary page, you can take session notes freehand or your can select from a number of preloaded templates. You can even stack multiple templates to create your ideal note. 



Make sure to click the "Save" button in the bottom right corner occasionally as you work. 

When you are finished with the session, you can charge the card of file by clicking the "Complete" button. 

Here's a more detailed article from OnCall about taking session notes


In the "Appointments" window, toggle your view from "Upcoming" to "Past" in the top right corner. 

Scroll down until you see the session you'd like to add or edit notes for, then click the button "See session notes"

There is an edit button at the bottom of your initial note. 

Click "Edit" and make whatever changes or additions you'd like. 

When you're done, click "Save." 

You will now see two versions of the session note available: your original note and the edited version. 

Here's a more detailed article from OnCall about editing session notes

Yes, you can share your screen the same way you'd normally share screens on a Zoom call. 

Important: Only share the window you want the client to see. If I want to share a particular YouTube video, I would pull that YouTube video up in a new window so I could select only that content and ensure I didn't accidentally share my session notes or other sensitive information. 


Yes. You can upload files within the session which then are immediately available for your client to download. 


Yes, you can adjust the fee after a session has started (but before you've Completed the appointment). No fee is set in stone until after you "Complete" the appointment, at which point the card on file is charged. 

You can't change the fee directly from the Session Note tab, though. 

Instead, you'll need to go to your Appointments tab and Edit the appointment details. (We recommend opening a new, second EHR tab in your browser to edit the appointment.)

Once you're on the Appointments tab, find the appointment you need to adjust the fees for and click "Edit".



Next, adjust the fee for that particular session, then click "Save changes".



Note: If you're not doing this in a second tab and are instead clicking the back button on the browser to return to the appointment tab, remember to SAVE YOUR NOTES prior to leaving the Session tab. It is always safer to simply open a second EHR tab in your browser.

If you didn't Complete a prior appointment, you will not have charged (or waived fees) for the appointment. Essentially, the system considers the session open until you mark as Complete, Charge no-show fee, or No Charge. 

You can close out the previously held session by logging into the EHR and finding the open appointment at the top of your Upcoming appointments list. By clicking the green "Complete" button on the list, you'll launch the session notes window. At the bottom of that window, you'll see the options Complete, Charge no-show fee, or No Charge. Choose the appropriate one, and you're done. 

Here's a video showing you this process: 

At the end of a video session, you have four options:

  1. Complete (charge the full or partial fee for a attended, completed session)
  2. Charge for No-Show (charge the full or partial fee  for a missed appointment)
  3. No Charge (waive the fee for some reason while still being able to record that a session was scheduled and retaining any notes within that appointment) 
  4. Cancel (waive the fee and cancel the appointment - this will be used rarely, but perhaps because there was an error in scheduling that was not the client's fault)

Here's a video on how to end and complete a session: 

FAQ - Messages

Messages are therapist-initiated text conversations with the added ability to share files and documents. 

  1. Asynchronous, ongoing messaging (like an email thread, but within a HIPAA-compliant environment).
  2. Asynchronous, limited messaging (to send a specific document or note, without inviting an ongoing conversation).
  3. Synchronous messaging (for brief real-time conversation or even an extended, text-based paid appointment). 

Importantly, your client can not initiate a new Conversation with you. 

If you want your client to be able to freely message you, the best practice is to Create a New Conversation prior to their first appointment and message saying hello, laying out your ground rules and expectations for the messaging tool, and letting them know you look forward to working with them. Then, leave that Conversation open (do not Complete it).  

Initiating a Conversation looks a lot like setting an appointment. That means you must set a date and time (in the future, even if it's the very near term future) for the conversation to start. You must also set a fee. For open, regular Messaging that's intended for occasional text-based communication, be sure to set the fee at 0 (zero). 


Messages (or conversations) are therapist-initiated communications. Your client can not initiate a new Message to you. 

If you want your client to be able to freely message you, the best practice is to Create a New Conversation prior to their first appointment and message them saying hello, laying out your ground rules and expectations for the messaging tool, and letting them know you look forward to working with them. Then, leave that Conversation open (do not Complete it). 

Note: You can start a new conversation with a client at any time you like, but initiating a conversation prior to a client's first appointment can be a convenient habit to adopt.

Here's how you use Messages to initiate an open Conversation with a client:

Here is sample language you can use in your opening Message to new clients:

Hi ***CLIENT***

I'm looking forward to meeting you on ***DAY*** for our first video appointment. 

I am opening this Conversation within the Choosing Therapy EHR so that you can reach me when needed. Sending messages within the EHR ensures our conversations remain private and secure. 

When either of us sends a Message on the EHR, the other will get an email alert saying a new Message has been received. But we won't be able to read the contents of the Message until we log into the EHR.  

These Messages look kind of like text messages, but I use it like email. In other words, it's not meant for instant, back-and-forth chatting. When you message me, you can expect me to respond in around 24 hours. 

Messaging is not a way to get an immediate response or immediate help. If you ever find yourself in an emergency situation, call 9-1-1 or the suicide hotline at 800-273-8255. 

Let me know if you have any questions. 

Best, 

***YOUR THERAPIST***


Scheduling a paid, real-time text-based appointment can be done in the Messages tab of the EHR. By creating. anew conversation and setting a day and start time for the conversation, you and your client won't be able to chat until that start time. Remember to set a fee for the appointment so that when you mark it as "Complete" the correct amount is charged. 

Note: Make sure you discuss the duration and fees associated with a text-based appointment your client ahead of time. 

Here's a video tutorial:

FAQ - Billing

At the end of a video session, you have four options:

  1. Complete (charge the full or partial fee for a attended, completed session)
  2. Charge for No-Show (charge the full or partial fee  for a missed appointment)
  3. No Charge (waive the fee for some reason while still being able to record that a session was scheduled and retaining any notes within that appointment) 
  4. Cancel (waive the fee and cancel the appointment - this will be used rarely, but perhaps because there was an error in scheduling that was not the client's fault)

Here's a video on how to end and complete a session: 

Charges will show up as "Choosing Therapy."

Clients must update payment information themselves. 

To do this, they need to log into their account.

Next, they click on their Profile in the top right corner of the screen, select Account Settings:




Then click "Change Payment Card":



Here it is on the mobile app:



Yes, you can change the fee after a session has started and before you've Completed the appointment. 

However, you can't do this from the Session Note tab. 

Instead, you'll need to go to your Appointments tab and Edit the appointment details. (We recommend opening a new, second EHR tab in your browser to edit the appointment.)

Once you're on the Appointments tab, find the appointment you need to adjust the fees for and click "Edit".



Next, adjust the fee for that particular session, then click "Save changes".



Note: If you're not doing this in a second tab and are instead clicking the back button on the browser to return to the appointment tab, remember to SAVE YOUR NOTES prior to leaving the Session tab. It is always safer to simply open a second EHR tab in your browser.

FAQ - Scheduling, Rescheduling & Canceling Appointments

Scheduling an appointment for an existing client is easy and can be done from either the Appointments tab or the Roster Tab. 

Scheduling an appointment from the Appointments tab:


Adding an appointment from the Roster tab:

Setting a recurring appointment for an existing client is easy and looks a lot like scheduling a one-time appointment, with just one additional step. 

Watch the video below:

In most cases, first appointments for new clients will be scheduled for you by the Choosing Therapy Team. 

But if you've connected with a new client outside of the Choosing Therapy Platform and want to book their first appointment yourself, it's very similar to scheduling an appointment with an existing client with the additional steps or ensuring your client is added to the Roster and that you assign onboarding paperwork to them. 

Note: Payment information will be automatically collected prior to the appointment so long as you set a fee for the appointment. 


Canceling an appointment can be done from the Appointment tab in both the List View and the Calendar View. 

Canceling a one-time appointment is as easy as selecting the appropriate appointment and clicking "Cancel". 

Canceling an appointment that's one in a series of recurring appointment will prompt you to specify whether you'd like to cancel the selected appointment only, all future appointments in the series, or all appointments in the series. 


FAQ - Availability

Your availability will be entered for you based on the availability you noted within the Choosing Therapy Directory. 

If you'd like to adjust your availability, you can do so in your Directory Profile. A Choosing Therapy staff member will be alerted to the change and make the same adjustment within the EHR. If you make changes to availability within the EHR, your Directory Calendar will not be accurate. Always adjust availability in the Directory Profile.

Note: Your availability within the EHR is set to your timezone.  However, the display is dynamic and adjusts to the viewer's timezone automatically. So, if I am licensed in both Florida and California, and live in Florida, my availability will be set to eastern. A potential client in California will see the time adjust 3 hours ahead (PST -> EST). If I were to go on vacation to Chicago, IL, and check my availability, it will likewise be displayed 1 hour ahead (CST -> EST), 

In cases where you'll be out of the office for several days or weeks (for vacation, a long business trip, etc) you can block your availability without changing your normal available hours. To do this, you'll create a Roster entry named "Out of the Office" and schedule appointments for them on the days you'll be out. 

This video will show you how to do this in the EHR:


Note: All changes to your normal available hours should be made in your Choosing Therapy Directory Profile. These instructions are just to ensure appointment aren't scheduled during infrequent events, like vacation, where you may be difficult to reach about rescheduling, etc.

FAQ - Client Experience

When an existing client logs into the EHR for a session, they use the exact same link you do. 

Once logged in, they will see all their upcoming appointments. 10 minutes prior to start of their current appointment, the "Join video session" button will turn green and become clickable. When clicked, it will launch the HIPAA-compliant Zoom meeting that you'll be joining them in. 

Here's a short video showing you what your existing clients will experience:

FAQ - Timezones

The EHR automatically detects the device's timezone and displays appointments accordingly. If your client is reporting appointments appearing in a different timezone, it could be that their device is inadvertently set to an unexpected timezone. 

Here's how to check and adjust timezones: