Category: Client

Clocktree Guide for Clients

The following is helpful information for clients who are using Clocktree for the first time.

Computer or Mobile Device Requirements

You can use Clocktree on a desktop computer, laptop, tablet or smartphone as long as the device has a camera and microphone.

Supported browsers

  • Windows: Chrome (recommended), Edge, Firefox
  • Mac: Chrome (recommended), Safari, Firefox
  • iPhone and iPad: Safari. Must have iOS 11 or higher
  • Android: Chrome or default browser

Internet Speed

A reliable internet signal is required for video calls. To check your internet speed go to www.speedtest.net and click GO. A speed of over 5 Mbps for both download and upload is needed for your Clocktree call. To maximize your internet speed, restart your device and don’t open other apps or browser tabs. If possible, move closer to your WiFi router and turn off other devices using the same WiFi network.

Testing Camera and Microphone

You can test your camera, microphone and speakers from your Clocktree account.

  1. Log into http://www.clocktree.com with your email and the password you created when you registered.
  2. Click the person icon in the upper right
  3. Select Test Audio / Video
  4. If prompted for camera and microphone permission, click Allow or Yes
  5. You should be able to see yourself in the video window
  6. Click the Audio Test button and follow the instructions. You should see a green bar rising and falling as you speak.
  7. If anything is not configured correctly, please restart the computer or device and try the test again. If that fails, please follow the suggestions on the screen.

Connecting to your video appointment

Leading up to your video appointment, you might receive appointment reminders which include a quick link to the virtual appointment room. Click that link, login with your email and the password you created, then you’ll be in the right spot for your appointment. At appointment time you’ll hear a ring sound and you’ll be prompted to join the session.

If you did not receive an appointment reminder from Clocktree and you don’t see the appointment listed in your Clocktree account, your provider will call you using an instant call feature in Clocktree. To receive their call, you just need to be logged into your Clocktree account. You don’t have to be in any particular spot within your account. When your provider calls, you will hear a ring sound and you’ll be prompted to join the call.

Tips:

  1. If using a smart phone, it’s a good idea to put your phone in Do Not Disturb mode before your call so you won’t be interrupted with calls or texts during your appointment. Incoming calls can sometimes interfere with the audio transmission in Clocktree.
  2. Restart your computer or device prior to your Clocktree call and don’t open other apps or browser tabs.
  3. Using headphones will help minimize any echo

Contacting your provider through Clocktree

When you log into your Clocktree account, you will see an information page for your practice including their phone number in the upper left. It will also include a button in the bottom right corner of their practice photo that says “Contact Us”. Click that to send a message to the practice. This won’t necessarily go directly to your provider, but to whoever the practice has assigned to handle inquiries such as a front desk person or scheduler.

If you receive a message from your provider through Clocktree you can view that by clicking My Record, then your Messages tab. You can respond to that message and your reply will go directly to your provider. Click View/Respond, then type your message at the bottom, attach files if needed, then click Send.

Add an extra level of security to your Clocktree account with MFA

You can choose to enable Multi-Factor Authentication (MFA) to your Clocktree account. This is an option for all Clocktree accounts, whether you are a provider or a client.

Here are steps to enable MFA on your Clocktree account through an authenticator app such as Google Authenticator or Authy:

  1. Click the user icon in the upper right
  2. Select My Account
  3. Click the MFA tab
  4. Enter your Clocktree password and click Continue
  5. Click Add Authenticator App
  6. On your mobile device, download and open an authenticator app
  7. Scan the QR code on your Clocktree screen when prompted
  8. Enter the 6 digit code (token) generated by the app
  9. Enter a description name for your authenticator app
  10. Click Add Authenticator App

Here are steps to enable MFA on your Clocktree account through a Security Key such as FIDO, YubiKey or Titan:

  1. Click the user icon in the upper right
  2. Select My Account
  3. Click the MFA tab
  4. Enter your Clocktree password and click Continue
  5. Click Add Security Key
  6. Plug the Security Key into your computer and click the button when prompted to complete setup

This security option is controlled by each individual user. If you are a practice Admin and would like to make MFA a requirement for all providers in your practice, please contact Clocktree Customer Care for assistance.

Texas Governor wants to permanently expand telemedicine access

Texas Governor Greg Abbott said he wants to permanently expand access to telemedicine services that have surged during the COVID-19 pandemic. In March, Abbott lifted certain regulations on the types of health care services that can be offered over the phone or through video calls. He also issued an emergency rule to compensate health care providers for telemedicine visits at the same rate as an in-person visit. 

In this week’s State of the State address, he urged the Texas legislature to pass new laws to require full coverage of telemedicine services for state-regulated plans, like those obtained through the Affordable Care Act marketplace, and Medicaid. “We should seize the opportunity this session to permanently expand telemedicine so that every Texan in every region of the state can benefit,” Abbott said

https://www.kxan.com/news/texas-politics/gov-greg-abbott-wants-to-permanently-expand-telemedicine-access-in-texas/amp/

Tips to improve internet speed

Tips to improve internet speed

Our friends at Porch.com have compiled some very helpful tips for increasing your available internet speed. https://porch.com/advice/simple-wifi-tips-improve-internet-speed-lockdown

Clocktree recommends that providers and clients have a minimum internet speed of 5 Mbps for a reliable video and audio connection. You can test your internet speed at www.speedtest.net.

In addition to the tips from Porch.com, here are some top troubleshooting tips for successful Clocktree calls:

  1. Restart your computer or mobile device just prior to the session and don’t open up other browser tabs or apps
  2. Reduce the number of people using the WiFi network, so all available bandwidth goes to the Clocktree call. Others on the same network should avoid streaming videos during the Clocktree call.
  3. If possible, connect the computer via ethernet cable instead of WiFi
  4. If using WiFi, go to a room where WiFi reception is good 
  5. If on a mobile phone, switch between WiFi signal and data signal (4G, LTE) to see which is better. WiFi is usually stronger but not always.