Provider Clinical SOP - Psychologist

 

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Knowledge Base Quick Links

Account	Sessions & Scheduling	Client Chart & Docs
Calendar & Caseload	Earnings & Payouts	Care Dashboard

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0. Our Guiding Principles

At Emora Health, our mission is to enable and empower our providers to deliver high-quality, compassionate, and equitable care to children, teens, young adults, and families. Our community is intentionally selective and our providers are key partners in achieving this mission and are true representatives of the Emora brand.

While each clinician operates an independent practice, we are united by shared values that uphold the integrity, quality, and impact of care across the Emora platform.

Autonomy and Excellence

We believe great clinicians do their best work when trusted to lead their own practice. Emora provides the infrastructure and you bring your expertise, authenticity, and clinical judgment. Our community thrives on flexibility, professionalism, and a shared commitment to excellence in every client interaction.

Compassionate and Equitable Care

Every young person and family deserves to feel seen, safe, and supported. We deliver care rooted in empathy, patience, and cultural sensitivity, recognizing the diverse backgrounds and lived experiences that shape each client’s journey.

Safety, Integrity, and Clinical Expertise

Client safety and ethical integrity are foundational to all care. Our clinicians uphold professional standards for risk management, documentation, and confidentiality while practicing within their scope of expertise. In Emora’s multidisciplinary community, therapists, prescribers, and evaluators collaborate with respect for each discipline’s role — seeking consultation or making referrals when a client’s needs extend beyond one’s own expertise.

Professionalism and Consistency of Care

Reliability is a form of care. Clinicians demonstrate professionalism through punctuality, thorough documentation, clear communication, and consistency in scheduling. These habits build trust with clients and reflect the high standard of care that defines the Emora experience.

Collaboration and Communication

Effective collaboration enhances outcomes. Our clinicians engage in open, timely, and professional communication with clients, caregivers, and colleagues. Whether coordinating across disciplines, consulting on a complex case, or responding to a message, each interaction reinforces the trust and partnership at the heart of Emora’s mission.

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1. Getting Started

1.1 Accessing Your Care Dashboard

Everything runs through the Care Dashboard. Bookmark it on Day 1.

Go to: www.emorahealth.com/care

Sign in using the email you registered with Emora. You'll receive a sign-in link or one-time code by email — no password needed.

See: Signing in to Care Dashboard

1.2 Setting Up Your Profile

Your profile is visible on the Emora website — it's how clients find and choose you. Complete it before your first session.

• • Upload a professional photo

  • Confirm bio, specialties, age range, modalities, education, certifications, etc.

See: Updating Your Provider Profile

1.3 Connecting Your Bank Account

Required before your first payout. Link via Stripe in the Bank Details tab of your Earnings Dashboard.

See: Adding or Updating Bank Details

1.4 Syncing an External Calendar

Sync Google Calendar or Outlook to prevent double-bookings. Note: sync can take up to 24 hours to fully populate.

• • Go to Care Dashboard > Calendar tab > click the ▾ in the top right corner

  • Select Connect Google Calendar or Connect Outlook Calendar and follow the prompts

See: Connecting an External Calendar

1.4 Getting Help

• • Provider Success Chat: green button in the bottom right corner of your Care Dashboard

  • Email: provider.success@emorahealth.com

  • Urgent clinical emergencies: see contact list on the cover page

See: Getting Help in Provider Success Chat

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2. How Clients Come to You

Clients find Emora through advertising and search, pediatrician referrals, school counselors, and insurance. They are matched to you in one of three ways:

Path	What happens
Self-select	Client browses provider profiles on the Emora website and books directly based on your availability and specialties
Instant match	Client is automatically matched based on age and concerns
Intake Clinician match	Client meets with an Intake Clinician who assesses needs and recommends providers

You'll receive an email notification and the appointment will appear in your calendar once a client books. To maximize referrals: keep your availability current and your profile accurate.

Diagnostic Evaluation Process & Workflow

2.1 The Assessment (45 minutes)

Screen presenting symptoms to determine if virtual evaluation is clinically appropriate. Parents/caregivers will complete a background form following this session.

1.  Assess if virtual care and this level of care is appropriate for this client

1. • If not a fit for virtual care: use Transition Care > Refer to refer outside Emora. Select the care type (IOP, PHP, In-Person, Eating Disorder Treatment), choose from vetted partners or add a new one, select Transfer care or Continue co-care, and click Submit Referral.

2. Assess if you are the right provider for this client

   • If a mismatch: reassure the client that finding the right fit is a priority. Use Transition Care > Refer to refer to another Emora provider — select the care type, filter by specialties/availability, book the session, and choose Transfer care. 

Intake form

Clients receive a background form when they book their initial session. If incomplete at the time of the consult, you can review and complete it together during the session — or note in your chart that it is incomplete.

2.2 Test Selection & Testing Session (90 Minutes)

• Autism Spectrum Disorder (ASD) Evaluations:

  • Pre-Testing Forms: Ask the team to send the Social Responsiveness Scale, 2nd Edition (SRS-2) and Vineland Adaptive Behavior Scales, 3rd Edition (Vineland-3). Notify the team if a BASC-3 is also needed.
  • Testing Session: Administer the Monteiro Interview Guidelines for Diagnosing the Autism Spectrum, 2nd Edition (MIGDAS-2) and the Gilliam Autism Rating Scale, 3rd Edition (GARS-3). Complete the GARS-3 directly with the caregiver by reading questions aloud and gathering qualitative details.

2.3 ADHD & Other Evaluations: Use clinical judgment to select measures. Ask the team to distribute measures virtually via Q-Global, PAR, or WPS.

Scheduling Follow-Ups

Schedule follow-ups before ending a call: navigate to Client Chart > Overview > Book Appointment > Provider [Select Yourself], then choose either Testing Session - 90 minutes or Feedback Session - 30 minutes. If the client needs to check their schedule, they can message you via care dashboard/messages.

 

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3. Calendar & Caseload

3.1 Adding Availability

Your availability is what allows clients to book with you. Keep it current. Tip: add more hours than your target caseload size — if you want 10 clients, open 15+ hours. Once full, remove the extra availability.

Note: Deleting availability removes future booking windows but does not cancel existing booked sessions.

See: Adding Availability | Deleting Availability | Blocking Off Time | Setting an Out of Office Block

3.2 Cancellation Policy

Provider cancellation policy

1. Provide as much notice as possible — ideally 30 days ahead of any schedule change.
2. Do not cancel client appointments with less than 24 hours notice.
3. Any changes made with less than 30 days notice require approval from the Emora Health Clinical Director.

Contact Provider Success immediately if an emergency requires a last-minute change.

3.3 Adjusting Caseload Size

Manage how many new clients you accept by navigating to the Clients tab and selecting the button next to the search bar. Keep in mind that the more availability you add, the quicker your caseload will fill up.

See: Adjusting Your Caseload Size

3.4 Daily Email Digest

You receive a daily email flagging unsigned notes and clients with no upcoming sessions. Check it every morning. Unsigned notes delay payment. Clients without a next session scheduled need follow-up.

See: Using Your Daily Email Digest

3.5 Managing Unscheduled Clients

Clients without a follow-up session booked are at high risk of disengaging from care. Check your unscheduled client list regularly and treat it the same way you treat unsigned notes - it needs active follow-up, not passive monitoring.
All inactive clients should receive two outreach attempts before a care relationship is marked as disengaged.

First Outreach: Reach out as soon as you notice a client has no next session on the books. Personalize where you can.

• • Template (direct client): "Hi [Name]! We don't have a follow-up session on the books yet - I'd love to help you stay on track toward your goals. You can book directly through your dashboard, or just reply with a few times that work and I'll get it scheduled."

  • Template (parent) "Hi [Parent Name]! We don't have a follow-up session on the books for [Child Name] yet - I'd love to help keep them on track toward their goals. You can book directly through your dashboard, or just reply with a few times that work and I'll get it scheduled."

Second Outreach (a few weeks later): If you haven't heard back, send one final note letting the family know you'll be pausing the care relationship, and that they're welcome to return at any time.

• • Template: "Hi [Name], just checking in one last time. Since I haven't heard back, I'll go ahead and pause services for now - but our door is always open whenever you're ready to pick things back up. You can rebook anytime through your dashboard or reach out directly."

See: Sending a Message | Discharging a Client

Note: If a client remains unresponsive after both touchpoints, transition them to disengaged in the platform. Do not leave clients sitting in an unscheduled state indefinitely - it affects your caseload accuracy and your placement priority for new clients.

 

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4. Sessions

4.1 Scheduling a Session

From the Clients tab

1. 1. Care Dashboard > Clients tab > select the client

   2. Click Book Followup in the preview panel

   3. Select session type from the dropdown

   4. Toggle Show unavailable times to schedule outside availability blocks if needed

   5. Toggle Repeat this appointment for recurring sessions

   6. Select the time and click Confirm & Book

From the Calendar tab

1. 1. Care Dashboard > Calendar tab > click the target time slot

   2. Select Book a Session > choose client and session type

   3. Select the time and click Confirm & Book

Best practice

Schedule the client's first follow-up before the initial consult ends. Use the Recurring Appointment feature for ongoing weekly or biweekly sessions — providers who do this consistently have stronger client retention.

See: Scheduling a Session | Editing Recurring Sessions | Rescheduling a Session

4.2 Joining a Session

1. Care Dashboard > Clients tab > Today tab

2. Locate the session and click Join Session (appears when session is ready to start)

3. In the new tab, click the green Start video call button

Note: You can test your video/audio at any time by clicking Test Video in the top right corner of your Dashboard.

See: Joining a Session | Testing Video and Audio

4.3 Updating Session Status

Update status immediately after each session. Accurate statuses trigger billing and payment.

1. 1. Clients tab > select client > click the session

   2. Click Modify Session > Update Session Status

   3. Select the correct status and click Mark as [Status]

Status	When to use
Occurred	Session completed as scheduled
No Show	Client did not join after 10 minutes
Late Cancellation	Client cancelled within 24 hours of session start
Cancelled	Session was cancelled with more than 24 hours notice or you'd like to waive the fee (client is not charged; you are not paid)
Rescheduled	Session moved to a new time

Note: For No Show and Late Cancellation, the client is automatically charged their cancellation fee. You are paid 50% of the session rate (up to $40). To waive, mark as Cancelled instead.

See: Updating Session Statuses | Handling Late Cancellations and No Shows

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5. Safety & Risk Management

Most telehealth clients are low-risk, but safety must be assessed in every initial session. Use your clinical judgment throughout treatment.

5.1 Client Emergency Protocol

If a client is at imminent risk or in crisis

1. Call 911 or direct the family to emergency services — standard protocols apply.

2. If you need additional support: contact Dr. Flood, Edmond Coku, Zach Walters, or Jenna Roland (see cover page for numbers).

3. After the situation is stabilized: notify the Provider Success Team so they can follow up with the client or caregiver.

5.2 Suicidal or Homicidal Ideation

Assess risk using clinical judgment. If there is any active or recent risk:

• • Create a Safety Plan using the form in the client's Dashboard

    • Parents can view completed safety plans through their client portal

  • Consult with Dr. Flood if you need clinical support

  • Fill out the C-SSRS if needed (available in your Care Dashboard)

Resources: CDC Suicide Prevention Tools | HHS National Strategy for Suicide Prevention

See: Charting a Crisis Session | Creating a Safety Plan Form

 

5.3 Excused Absence / Accommodation Requests

If a client needs documentation for work or school, use the Excuse or Accommodation Form available in the client's chart under Create Other Forms.

See: Creating Other Forms

 

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6. Client Chart & Documentation

6.1 The AI Scribe

The AI Scribe runs automatically for all sessions joined via the Care Dashboard. It generates a temporary transcript during the session and uses it to pre-fill sections of your note draft.

• • Pre-fills: Chief Complaint, Summary of Session, Mental Status, Treatment Goals, Treatment Plan

  • Video and audio are never recorded or stored

  • Transcripts are temporary — deleted after 72 hours

  • Clients consent via the Client Services Agreement at intake

  • All AI-generated content must be reviewed and edited before signing — the Scribe supports authoring but does not replace clinical judgment

Note: (1) If the Scribe draft doesn't appear: wait a few minutes after the session ends. If draft still doesn't appear, you can create a chart note manually and generate from transcript. (2) If you're encountering issues, contact Provider Support immediately.

See: Using the AI Scribe

6.2 Guidelines & Deadlines

Complete notes within 24 hours. Hard deadline: 72 hours. Notes must be signed before the payroll deadline to be included in the current pay cycle.

1. 1. Care Dashboard > Clients tab > select client > select the session

   2. Click Edit Status (top left) to update the session status

   3. Click the Notes tab — the AI Scribe draft will be waiting

   4. Complete all fields (reference table below)

   5. Click Save and Sign when complete

Note Template Reference

Field	What to know
Template to use	Initial sessions: Psychologist Note - Initial Assessment Note. The Scribe auto-selects — only choose manually if it doesn't pre-draft.
Time Spent in Session	Minimum 16 min to bill in 45-min Initial Assessment., 90 min for Testing, and 30 min for feedback session
Chief Complaint	Pre-filled by Scribe. List primary symptoms (e.g., anxiety, depression, ADHD). Must align with diagnosis.
Diagnosis	At least one F-code required. Avoid duplicate adjustment disorder diagnoses. Avoid 'unspecified' codes.
CPT Code	90791Diagnostic Assessment / Initial Assessment; 1 Unit (Minimum 16 minutes) CPT Code Bundles: Includes test selection, integration of patient data from multiple sources, and report preparation and documentation. 6.75 Hour Evaluation • 96130 – 1 | 96131 – 3 | 96136 – 1 | 96137 – 3 8.75 Hour Evaluation • 96130 – 1 | 96131 – 4 | 96136 – 1 | 96137 – 5 10.75 Hour Evaluation • 96130 – 1 | 96131 – 4 | 96136 – 1 | 96137 – 9
Mental Status	Pre-filled by Scribe. Review and update all areas thoroughly.
Risk Assessment	Defaults to denial of SI/HI. Always update to reflect actual clinical presentation.
Summary of Session	Pre-filled by Scribe. Add/edit to capture what was reported and addressed, and client's response to treatment.
Treatment Goals/Objectives	Required starting Session 2. Be specific — generic goals will be flagged.
Treatment Plan	Auto-fills CBT template. Update modality, frequency, and length of treatment.
Signature Block	Include: name, licensure type, license number (all licensed states), Emora Health.
Case Management Note	Use for client contact between sessions (calls, messages, caregiver coordination) or internal notes. Does not require session status update.

Charting reminders

Sign notes — unsigned notes delay billing and payment. You'll be flagged in your daily email.

If the intake form is missing: note 'Intake form not yet complete by parent' or 'Intake note in chart.'

Credentials: include your licensure type and license number for all states in your signature block.

See:  Charting a Crisis Session | Saving Notes as PDF

6.3 Charting Across Evaluation Phases

Phase 1: Initial Assessment Note

• Path: Home screen / Clients tab → Choose an appointment → + or Create Note → Select Psychologist Note 
• Form Fields: Fill in Date/Time, Name, Chief Complaint (e.g., ASD or ADHD), Provisional ICD-11 Diagnosis (at least 1 required), Risk Assessment, Summary/Plan, and Signature Block.
• Note: Leave CPT codes, Units, Fee per Unit, Time Spent, Background, and Mental Status blank/unfilled (these are detailed in the final feedback note).

Phase 2: Testing Session Note

• Form Fields: Fill in Date/Time, Name, Chief Complaint, Provisional Diagnosis, Risk Assessment, Testing Summary/Plan, and Signature Block.
• Note: Leave CPT codes, Units, Fee per Unit, Time Spent, Background, and Mental Status blank.

Phase 3: Feedback / Results Note (Final Evaluation Note)

• Form Fields: Fill in Date/Time, Name, Chief Complaint, Final ICD-11 Diagnosis.
• Time Spent / Background / Mental Status / Risk Assessment: Enter "Detailed in report below" or select options to reference the report.
• Summary of Session: Include the breakdown of dates, start times, and end times for all evaluation components:
  • Review records
  • Initial Assessment
  • Administer measures/testing
  • Score measures
  • Analyze client file / write background
  • Write evaluation report
  • Feedback / Results
  • Full Report Text

6.4 Diagnostic CPT Coding Reference Table

Enter all CPT codes for the entire evaluation into the final Feedback / Results Note:

CPT Code	Activity Description	Billing Standard
90791	Diagnostic Assessment / Initial Assessment	1 Unit (Minimum 16 minutes)

CPT Code Bundles	6.75 Hour Evaluation	8.75 Hour Evaluation	10.75 Hour Evaluation
Includes test selection, integration of patient data from multiple sources, and report preparation and documentation.	96130 – 1 96131 – 3 96136 – 1 96137 – 3	96130 – 1 96131 – 4 96136 – 1 96137 – 5	96130 – 1 96131 – 4 96136 – 1 96137 – 9

6.5 Uploading & Delivering Reports

• Upload to Chart: Navigate to Client Chart > Charting > View Documents > Upload Document. Select Visible to Client, select the report file, and click Upload.
• Send to Caregiver: Go to Chat, select the client's name, click the paperclip icon, attach the report, add a brief message, and click Send.

6.6 Other Forms and Documents

Form / action	When to use
Safety Plan	Any client with active or recent SI/HI risk
Excuse or Accommodation Form	Client needs work/school documentation
Upload Documents	Custody agreements, court orders, external records

See: Creating a Safety Plan Form | Sending Forms to Clients | Uploading Documents | Viewing a Client's Progress | Sending a Message

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7. Transitioning Clients

Use the correct path — they have different referral and caseload implications.

Path	Use when
Complete Care	Client finished treatment and goals are met
Discharge	Client is leaving before completing treatment (requested, disengaged, financial) and is NOT being referred elsewhere
Refer to Emora Provider	Client needs a different type of care or provider within Emora
Refer Outside Emora	Client needs a provider or service outside the Emora network

7.1 Completing Care

1. Clients tab > click on client > click Transition Care > Complete Care

   Add clinical notes and confirm

2. Clients tab > click on client > click Transition Care > Complete Care

See: Completing Care for a Client

7.2 Discharging a Client

1. Clients tab > click on client > click Transition Care > Discharge

2. Select the reason (Client/Family Requested, Disengaged, Financial/Insurance, etc.)

3. Review recommended next steps, add clinical notes, and click Review & Confirm

See: Discharging a Client

7.3 Referring to Another Emora Provider

1. Clients tab > click on client > click Transition Care > Refer

2. Select the type of care (Therapy, Medication Management, Psych Evaluation, ADHD Testing, Autism Testing)

3. Filter by specialties/days/times, select a provider, and book a session for the client

4. Choose: Transfer care (client leaves your caseload) or Continue co-care (you both see the client)

5. Click Refer & Book to confirm

See: Referring a Client to Another Emora Provider | Referring a Client Outside of Emora

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8. Earnings & Payouts

Payments are automatic. Sign your notes by the deadline and you get paid. That's it.

8.1 What you need to do

1. Go to emorahealth.com/care/earnings.
2. Complete Stripe onboarding (~5 minutes): step-by-step walkthrough here.

Stripe will ask for: phone number (2FA), legal name and home address, SSN or ITIN, date of birth, and bank details (via instant link or manual entry).

8.2  How payouts work by session type

• Evaluation – Initial Assessment: Paid in the period the session occurred
• Evaluation – Testing Session: Will show as $0; as always, your payout is rolled into the final payout tied to the feedback session.
• Evaluation – Feedback Session: Paid in the period the feedback session occurs, based on the CPT code bundle included in your final note.
• Therapy Session: Paid in the period it occurs, at your hourly rate.
• Late Cancellations / No-Shows: $40 fee will be automatically included for sessions marked with No-Show or Late Cancellation statuses
• Supervision: Not automatically processed. Email me your hours at the end of each pay period and I'll process it manually.

Full visibility into your pay
You'll be able to see a pay report for every period on your earnings reports tab, including the current, in-progress period (so you can see what's tracking to be included before it closes) and all past, finalized periods. 

 

New note deadlines
You now have more time to finalize notes than before:

• Period 1st–15th → notes due by 11:59 PM ET on the 17th
• Period 16th–end of month → notes due by 11:59 PM ET on the 2nd of the following month
• If you miss the deadline, you'll be paid on the next cycle instead.

Payout timing
Payouts process within 8 days of period end and you'll get an SMS when it's sent. Banks typically take 1–3 days after that to reflect the deposit in your account. Full schedule: here.

Edge cases: If an evaluation doesn't fit one of the 3 bundles (e.g., client goes unresponsive mid-evaluation), email me directly and I'll process it manually.

See: Understanding the Payout Schedule | Viewing Earnings Reports