FAQ: Client Profiles and Authorizations
These frequently asked questions will help provide guidance as you troubleshoot through the client profile and authorization section of Aloha.
Who is the responsible party?
The responsible party is the person who can receive all medical and confidential treatment information about the client as well as the person financially responsible for payment (in lieu of insurance). This is most likely the parent or legal guardian. This name will appear on all invoices for payment of client responsibility (i.e., deductibles, co-pays, coinsurance). Each client can only have one responsible party; in the case of a two-parent household, it is recommended to check the parent that you collaborate with the most.
What is the client portal?
By giving access to the client portal, an automatic email will be sent to the email associated with that contact to create an Aloha account. Your organization is not charged for client portal users. Within the client portal, parents can view the schedule, sign for sessions, view the authorization and, if the stripe integration has been set up, pay their invoices. For more information on the client portal, check out our Client Portal knowledge base article.
Why can’t I add an auth for a client, it says error no payer services?
Go back to the profile of the payer and make sure you've added in each of the services/billing codes and fees associated with the code. A service cannot be added to a client until it is added to the payer. It is recommended to complete adding in staff, then payers, then clients.
Why won’t it let me save the auth? I get an error saying there is an issue with the date range.
This is likely due to the way the insurance info was entered into Aloha. Go to the 
button on the payer attached to the client.
Make sure there is no expiration date listed unless there was a specific date given. Most insurance does not expire unless the subscriber changes jobs.
I accidentally entered the wrong payer for a client. It will not let me delete the authorization since there are already appointments in the system.
Most billers recommend completing eligibility checks before beginning services as at least once a month during the duration of treatment. Just because a client has an insurance card, does not mean they are covered for services and sometimes there is a different insurance provider for medical services and behavioral health.
That being said, if you have entered the wrong insurance info, there is a specific order of operations to remove the wrong sessions, authorizations and payers. For more a step by step process to change the payer attached to a client, please check out our knowledge base article on Corrections after Billing the Wrong Payer.
Within the client authorization, nothing appears in the Referring Provider drop-down. I'm required to include the referring provider on my claim forms. How can I get this to populate?
Each referring provider name and NPI number should be added under Billing > Provider Identifier. Click on the tab at the top that says "Referring Provider" and use the 
to add a new provider.
Once the name and NPI are added, it will show up in the referring provider drop-down of the client authorization.
My client's insurance does not require a pre-authorization. But they are not popping up when I try to schedule them. How can I schedule this client?
In order to be on the Aloha schedule, clients must have an active authorization. For clients with no required pre-authorization, it is recommended to enter a placeholder auth of what services and hours you plan to provide during treatment. Just leave the authorization number blank!
I'm the admin on my account and I added a client in. Now I don't see them. When i try to add them again, it says that client already exists. What am I doing wrong here?
If you have multiple offices (Billing and Clinic), your clients are each associated with one only office. You as an admin should have access to all offices. However, if you don't, you cannot see the clients assigned to the other office. Go to Settings > Security > User Roles and select your name. Click assign office and role and make sure all your company offices are assigned to you!
My client's new authorization has not arrived, but I want to start services. How can I put them on the schedule?
In order to be on the Aloha schedule, clients must have an active authorization. When you are waiting for an auth to come through, it is recommended to enter a placeholder auth of what services and hours you plan to provide during treatment. Always use the same services that will come through on the real auth. There is no need to create separate "placeholder" services. Just leave the authorization number blank and edit the auth accordingly once it arrives!
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