To prepare for working with your clients on Ruh Care, we recommend considering all types of scenarios that you may encounter. In addition to adding yourself as a test client to sample the client experience in Ruh Care, it may be helpful to consider the different workflows that you may need to execute once you begin adding your active clients.
Below, you’ll find several scenarios and solutions, from typical client workflows to less common occurrences, which may be helpful to consider when preparing to take on real clients.
Everyday Client Scenarios to Test
Booking Sessions as a Client
Clients have the option to book sessions outside of, as well as within, their Ruh Care portal.
Completing Intake Flows and Forms as a Client
Your clients automatically receive a request to complete intake forms when they begin working with you, via intake flows. It may be helpful, as the provider, to test out intake flow via your test client account to ensure you are familiar with how the client receives this and their view while completing these forms.
You can, at any time, also preview an intake flow via your provider profile. Keep in mind, however, that clients will also receive an email notification for the intake flow.
Joining a Video Call as a Client
To get the full client experience and understand what your clients will be seeing when they work with you, we recommend joining a mock video call from your client test account. This should be done via both the platform and a Zoom call.
Miscellaneous Client Scenarios to Prepare For
Client is a No-Show for an Appointment
In the case that your client does not join or show up for their appointment at the time of the session, you will want to be prepared with steps to take. Here are a few workflows to consider if a no-show does occur, and proactive steps to prevent it:
Send a direct Chat message via Ruh Care to inquire about them joining their sessions and/or share steps to join their sessions.
Call the phone number listed in their profile to inquire about them joining their sessions and/or share steps to join their sessions.
Ensure that Appointment Reminders are enabled in your appointment settings to prevent no-shows.
If the client ultimately does not show up for their appointment, change the appointment status to “No-Show” so that you can reference the status at a later date and/or on appointment reports.
Client Cancels an Appointment Last Minute
Here are processes to consider to prepare for, and prevent, clients from canceling an appointment near the session start date and time:
Make sure clients are aware of our Cancellation Policy
If you are canceling an appointment on behalf of a client, simply change the appointment status to “Canceled” so that you can reference the status at a later date and/or on appointment reports.
Reschedule or cancel an appointment on behalf of the client. Canceling an appointment for a client will send them the option to reschedule.
Trouble Joining a Video Call
We recommend familiarizing yourself with the following troubleshooting guides, in the case that you, a provider, or one of your clients is having trouble joining a virtual appointment:
Here are a couple of items to keep in mind, if troubleshooting this issue with a client at the time of their call:
If using Zoom, the client will receive the Zoom link within the appointment confirmation and reminder emails. You may also copy the client link from your calendar at any time, and share it with them directly/externally, or via Chat if needed.
Please ensure that you give clients the "Client Link" to join Zoom if sharing manually, NOT "Your Link"
If using Ruh Care Video calls, your client will need to log into their Ruh account to access the video call link. You can direct them to log in here: https://app.ruhcare.com. If they are having trouble logging in from there, see the following section for log-in troubleshooting.
Client is Having Trouble Logging Into Their Ruh Care Account
Clients can log into their Client Portal after they have set up their client account via their initial email invitation. If they need login assistance at any time, you can share the following information with them:
Link to access the Client Portal from the web browser: https://app.ruhcare.com
If they are having technical issues accessing your account, please have them email hello@ruhcare.com for Client Portal Support.
Client Didn’t Complete Their Intake Flow Before an Appointment
Clients must fill out their intake flow forms before the next appointment.
There are a few functionalities within Ruh Care that optimize the likelihood of clients completing their intake flows, and allow the provider to assist the client in the case that they have not completed the necessary forms.
There may be instances where a request needs to be sent to a client (for example, if they had the wrong email address on file) - In these cases, you can manually Resend Intake Forms.
In the case that a client needs assistance in completing an intake form or flow, or hasn’t filled it out at the time of service, you may fill out a form on the client’s behalf while on the call.
You may “Skip” any intake required forms for your client if needed so that they are able to complete the intake form and access their portal/session without completing their intake flow.
Client Needs Billing Information Added or Updated
To charge a client for a service manually or automatically, they will need to have billing information added to their profile. The client care team is responsible for charging clients after they have filled out their billing forms.
A Therapist Has a Technical Concern Regarding Ruh Care
For all technical concerns, therapists may reach out to our team at hello@ruhcare.com or by contacting the client care team on the platform.
Quick Tips
Test the intake flow from a client's perspective to understand their experience.
Test both platforms and Zoom calls for a comprehensive experience.
Familiarize yourself with troubleshooting guides for video call issues.
Contact the client care team for any technical concerns or issues.