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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.

Log into http://www.clocktree.com with your email and the password you created when you registered.
Click the person icon in the upper right
Select Test Audio / Video
If prompted for camera and microphone permission, click Allow or Yes
You should be able to see yourself in the video window
Click the Audio Test button and follow the instructions. You should see a green bar rising and falling as you speak.
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:

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.
Restart your computer or device prior to your Clocktree call and don’t open other apps or browser tabs.
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.

Managing Client Messages

You can send messages to your clients within Clocktree that are secure and HIPAA compliant. To do that, click the Send Message button at the top of your client’s profile.

When a client responds to your message, you will receive an alert and a red message icon will appear next to the client’s name under your Clients tab. You can click that to view and respond to the message. If no response is needed, you can click the red Close button at the bottom of the message. The only way to get the message icon to go away is to either respond or close the message. Viewing the message will not dismiss that icon.

Clocktree requires that you either respond or close messages within 7 days to remain listed in the Clocktree Directory.

“Contact Us” messages to your practice

Every Clocktree practice has a button on their practice profile page that says “Contact Us”. A client or prospective client can click that to send a message to your practice. This is useful as a “front desk” function where clients can ask questions or request an appointment. The Admin(s) for your practice can assign one or more colleagues to receive and respond to those messages. To do this, from the Admin role, click the Profile tab. Then click the Edit button next to the Contact Us link. From there, check all appropriate colleague names and save.

Message Service

You can set up one or more message services for your practice. This will place a “Send Message” button in your list of services. Clients can click this to send their provider a message. Only the colleagues assigned to that service will receive a notice. For these, you can also add a name and description. Here are some example of message services and how they appear to your clients:

Stored in Client Profile

All messages sent or received by a client, no matter the type, are accessible in the client’s profile. To access, go to your Clients tab and click the client’s name. Within that client’s profile you’ll see a Messages tab. Please note that all Colleagues from your practice will have access to all client messages. If a colleague is not assigned to a message service they will not receive a notification but they will be able to access the message if needed. The client has their own Messages tab which will contain the same content. Once a message is closed, the client will not be able to respond to it.

Clocktree Customer Care is here to answer any questions you have about client message features. Please contact the team at support@clocktree.com or 302-990-8935.

Managing Client Forms in Clocktree

You can use Clocktree to deliver and store client forms in a secure and HIPAA compliant way.

The first step is to create your forms in a Word doc or a fillable PDF file. This will make it easy for your clients to complete the forms on their computer or device without having to print them.
Send a secure message to your client within Clocktree, attaching the blank forms and instructions for returning the completed forms. Your client will receive a notification with a link to access your message.

Click the Send Message button from your client’s profile.

There are three options for clients to return the forms:
1. Clients can reply to your secure message in Clocktree, attaching their completed forms. When they do this, you will receive a notification and there will be new message indicator next to that client’s name on your client list.
2. Clients can upload their completed forms in the Documents tab on their own Clocktree profile. You or other colleagues within your Clocktree practice will be able to access the completed forms from the client’s profile at any time.
3. Clients can upload the completed forms into the video appointment room by clicking the paperclip in the bottom right corner and attaching the file. Once the document appears, both parties can click “shared view” to enlarge the document and go through it during the appointment. The file will be securely stored and accessible afterwards in the Appointment History.

If either you or the client needs to download and/or print the documents, simply hover the cursor over the image and a download arrow will appear.

Client forms and any other data stored in your Clocktree account will remain available to you, even if you no longer have an active Clocktree subscription. It’s a simple and secure way to manage client forms.

Clocktree Compliance Manager

Manage Compliance Needs & Audits With Clocktree Compliance Manager

Clocktree Compliance Manager lets you efficiently manage regulatory compliance and audits. You can store, track and manage all the compliance documentation for your practice in one place.

Providers and other staff can upload licenses, certifications, tax forms, test results, and any other required documents, along with an expiration date. Clocktree sends reminders as the expiration date nears, with an easy way for personnel to update their own documentation.

All users have a dashboard which gives at-a-glance compliance status. Administrators will have a view of compliance status for the entire organization.

Dashboard

The traffic lights on the admin dashboard show business wide compliance status of all tracked licenses, forms and other important documents. To see the document details, click on the lights. Admins receive monthly business compliance status mails.

Personnel Reminder Notifications & Alerts

All personnel whose documents are tracked in Compliance Manager receive status emails showing just their own traffic lights and can upload their own documents when needed. This takes the burden off of office managers and administrators.

Set up Compliance Manager in 3 easy steps:

Add document types to track

2. Define Compliance Policies for different categories of personnel.

3. Assign compliance policies to personnel. Each staff member can have a unique set of documents they are required to provide.

If you have any questions about using Clocktree Compliance Manager, please contact our Customer Care team at support@clocktree.com or 302-990-8935. Thank you for using Clocktree!