Telehealth Information

Telehealth can only be provided to individuals if they are physically located in ND and in MN (per the executive order allows out of state clinicians that have a license to practice that is in good standing to provide services for a maximum of 30 non-consecutive days).

We have confirmed with most insurance companies that they will provide the same benefits for telehealth for behavioral health as they would for in-person services. The confirmed insurance plans include: BCBS PPO plans, Sanford Health Plans, Medica, UHC, SUD Voucher, ND Medicaid, NDPERS & Sanford Expansion.

Please message us or call us to confirm if you will be participating in telehealth services. If you do not have the technology to be able to participate in telehealth, we will be happy to assist you with a referral to another agency.

In the meantime, WTC's physical location is closed to the public. If you are unable to attend your appointment, please give us a call at 701-730-8313 or drop us a message through the client portal.

 

We understand and support your decisions related to precautionary and safety measures. WTC will continue to monitor the present situation and will send notification regarding changes. 

 

Telehealth Guide

Welcome to telehealth services with Willow Tree Counseling! This guide is meant to help you get logged into your first appointment.

Before you log in, make sure that you have signed up for a client portal account and all information is up-to-date and accurate. You will not be able to engage in telehealth services if you do not have a client portal account. You may login or signup for a client portal account here.

At your first session, if you indicate you are interested in telehealth, your clinician will set up a test appointment to make sure that you’re able to log in and have access to telehealth services.

Before your appointment

Make sure you have read and signed Telehealth Informed Consent. Submit the Telehealth Location Confirmation form no earlier than three hours before your scheduled appointment. Your clinician will send you these forms prior to your session.

Starting your session

  1. Log into your client portal account.

    1. Make sure you are using one of the approved web browsers for telehealth, which are detailed in the informed consent.

  2. Click on the Appointments tab at the top.

  3. Make sure to select the “Upcoming” appointments tab.

  4. Under actions, click start session. Your clinician will log in to start the appointment at the assigned time. Make sure you have the options to start video and you are not muted.

  5. Once you have completed your session, click “End Session” to exit the program.

 

Troubleshooting

My appointment isn’t showing up under upcoming. What do I do?

If you are even a few minutes late for your scheduled appointment, go to the “Kept” appointments tab and scroll all the way down. Your most recent appointment will be there. 

 

My screen says this browser isn’t supported. What do I do?

You are likely not using one of the supported browser types. Make sure one of those browsers is downloaded onto your device and try to access your session with that browser. If you have accessed your client portal through your email by clicking on links, sometimes Theranest doesn’t consider this to be supported. Please go to willowtreecounselingfm.com/clients and click on the Login button for the Client Portal.

I’m getting an alert that the microphone and camera aren’t allowed access and it’s not letting me join the appointment. What do I do?

Make sure you have given your browser permission to access your camera and microphone. On your phone, you can find this under settings, and select your browser to allow camera and microphone access. If your device does not allow access to the phone and microphone, a telehealth session will not be able to be completed and you will need to speak with your clinician to discuss other options.

I keep seeing a loading screen and nothing’s happening. What’s going on?

Sometimes, your internet connection may be too slow or unable to connect to TheraNest. In this case, please contact your clinician to let them know you’re experiencing technical difficulties. This may mean the session needs to be rescheduled. If your clinician is experiencing technical difficulties, they will call you to let you know and reschedule the session. It’s important to keep an eye on the weather, as this can affect ability to connect to the Internet, especially if in a rural area.

I’ve logged in and started my session, but I don’t see my therapist. Where are they?

Your clinician will log into the appointment at the scheduled time. This is to reflect an accurate appointment length for billing purposes. If you don’t see your clinician within the first five minutes, please make sure you didn’t miss any communication letting you know the appointment had been cancelled. If your clinician is having any technical difficulties on their end, they will reach out to let you know.

 

Call 701.730.8313 to Schedule an Appointment

102 W. Beaton Dr., Ste. 103

West Fargo ND 58078-2653

Fax: 701.552.7975

support@willowtreecounselingfm.com

www.willowtreecounselingfm.com