Therapist SOP & Onboarding Guide

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Knowledge Base Quick Links

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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 Therapist match	Client meets with an Intake Therapist 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.

2.1 The Initial Consult (60 minutes)

There is no required protocol — use your clinical judgment. The core goals of the initial consult are:

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.

1. Assess if you are the right provider for this client
   1. 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.

1. Collect information to begin treatment planning
2. Verify parental rights (for minors): ask whether the child is subject to custody agreements or court orders, and ensure relevant documentation is uploaded to the client's chart
3. Conduct a safety and risk assessment (see Section 5)
4. Schedule recurring follow-up sessions before the call ends whenever possible — use the Recurring Appointment feature
5. Discuss family therapy if indicated (check the client's Quick Notes for parent preferences flagged during sign-up)

2.2 Typical Course of Care

• Sessions are typically weekly, 60 minutes, for 8–12 sessions
• Sessions can be shortened to 45 or 30 minutes based on attention span, clinical need, or fit
• Cadence and length are up to your clinical judgment — you may use any evidence-based modality
• Insurance does not cover sessions longer than 60 minutes — schedule a second session in the week if additional time is clinically appropriate

2.3 Associate / Intern Therapists: Acknowledgement Form

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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.

1.    Care Dashboard > Calendar tab

2.    Click or click-and-drag on the time you want to open

3.    Select Add Availability

4.    Choose One-time availability or Weekly availability

5.    Confirm date/time and click Save

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

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

 

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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

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

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 24 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: If the Scribe draft doesn't appear: wait a few minutes after the session ends. If you accessed the session via gethealthie.com directly (not the Care Dashboard), the Scribe may not have activated. If the issue persists after 2 hours, contact Provider Success.

See: Using the AI Scribe

6.2 Completing Charting Notes (Therapy)

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: Consult Note for Therapy | Follow-ups (child): New Child Therapy Note | Follow-ups (adult): New Adult Therapy Note. The Scribe auto-selects — only choose manually if it doesn't pre-draft.
Time Spent in Session	Minimum 16 min to bill. Billed in 30/45/60-min increments. Cap at 60 min — insurance won't cover beyond that.
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	90791: Intake only | 90832: 16–37 min | 90834: 38–52 min | 90837: 53–60 min | 90846: Family (without client) | 90847: Family (with client). Type 'Psychotherapy' in the dropdown to find follow-up codes.
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.

See: Completing Charting Notes for Therapy | Charting a Crisis Session | Saving Notes as PDF

6.3 Biopsychosocial Assessment

Not required for intakes, but available for adult clients if clinically preferred.

1. 1. Clients tab > find client > click Client Chart > Notes tab
   2. Click Create note > Form / other note > Biopsychosocial Assessment (Adult)
   3. Fill out and click Save and Sign

See: Completing a Biopsychosocial Assessment

6.4 Other Forms and Documents

Form / action	When to use
Safety Plan	Any client with active or recent SI/HI risk
Associate Therapist Acknowledgement	Required for all associate-level providers — send before first session
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 Pre-Payment Checklist

8.2 Payout Schedule

• • Two pay periods per month

  • Pay period 1 (1st–15th): Finalize notes by the 17th at 11:59pm → payment initiated ~the 25th

  • Pay period 2 (16th–end of month): Finalize notes by the 2nd of the following month at 11:59pm → payment initiated ~the 10th

  • Deposit is initiated within 8 business days after the pay period ends — your bank may take an additional 1–3 days to post

  • Missed the deadline? Unresolved notes roll into the next cycle — you'll still be paid, just later

  • No Shows and Late Cancellations: paid at 50% of session rate (up to $40)

  • 1099-NEC issued if annual earnings exceed $600 — opt into e-delivery via Stripe

Pay Period	Finalize Notes By	Transfer Initiated
May 1–15	May 17, 11:59pm	May 28
May 16–31	Jun 2, 11:59pm	Jun 10
Jun 1–15	Jun 17, 11:59pm	Jun 26
Jun 16–30	Jul 2, 11:59pm	Jul 13

See: Understanding the Payout Schedule | Viewing Earnings Reports