When you create a new client to Loula, we’ll send them a short email to explain who we are and what to expect. Here’s what your clients will see and how to prepare them for the process.
The most important thing to remember is that your clients will not have their own log-ins to Loula. We will send the email updates (see below for the specific email communications), but they will not have their own log-ins.
What happens when you create a client
After you create a client in Loula, we’ll reach out to them by email. That message lets them know:
You’ve added them to Loula so we can bill their insurance on your behalf
They need to agree to Loula's policies in order for billing to move forward. Clients need to:
Consent to receiving electronic communications from Loula
Consent to Loula to bill for services rendered to your insurance plan
Understand that telehealth support may be provided
After they've consented, they’ll receive:
A Notice of Privacy Practices
Email updates each time you bill a visit
They’ll never receive marketing messages from us
We keep our communication with your clients minimal and strictly related to billing.
Sample Welcome Email
Find an example of the Welcome Email we send your client below:
How does my client consent?
All your client has to do is click on "I agree" in the Welcome Email we send them. That's it!
If you want to send the client a reminder email to complete this task, go to their Client Profile on Loula and find the following alert:
Then, click "Send a reminder."
Sample Visit Notification
The only details we share about each visit in the Visit Notification is Visit Type, Date of Service, and Visit Mode.
Note: If you ever write in to Customer Support to edit or delete a visit, we will not send a new notification to your client.
If you feel like your client should know that you have edited the visit, you should contact them directly.
FAQs about Loula's Communications with Clients
What kind of updates will my client receive?
We’ll only contact your client when it’s necessary. This includes:
A Notice of Privacy Practices when they first join
An email notification each time you submit a visit for billing
What if my client’s insurance or contact info changes?
Ask your client to let you know if any of their details change. You can update their:
Insurance information
Email address
Phone number
Mailing address
right in your Loula dashboard.
What if my client wants to opt-out of Loula's policies with Loula?
Because Loula is a digital platform and not a physical practice, our ability to communicate with clients directly electronically is integral to our processes.
As a result, you cannot bill for clients who opt-out of Loula's policies with Loula.
What if my client has questions?
They can always reach out to us directly at [email protected].