Support & FAQ’s
Frequently Asked Questions
Q: Where and when is it available?
A: Healthchat is currently available throughout the United States and is accessible 24×7. It is being beta tested in select countries worldwide. Contact us for more information on specific countries.
Q: Is it safe and secure?
A: Yes. Healthchat is 100% HIPAA compliant and your information is secured using the most advanced security and encryption methods available. Learn more.
Q: Are my messages saved?
A: Yes, all of your messages and videos are saved by default, so you can review and replay them at any time, even if you lose your phone or computer.
Q: What devices do you support?
A: We currently support iOS enabled mobile devices, along with a web interface for desktops and laptops. For Android enabled devices; using the latest version of Google Chrome, goto desktop.healthchatpro.com and click the 3 dots on the top right hand side, and check the “Desktop site” checkmark. Our full featured Android app is currently being beta tested and will be generally available soon.
Q: I'm using the Desktop app and my camera does not work?
A: We currently support Google Chrome for our desktop and web interface. Using another browser may affect your camera. Please download it here at: www.google.com/chrome
Q: I'm using the Phone app and my camera or mic does not work?
A: If your camera or mic does not work, check that they are turned on in the Settings menu of your phone. Go to Settings > Healthchat
Q: I'm using the Phone app and I don't receive calls
A: If you are not receiving calls, first check that your notifications are turned on within the settings menu of the Healthchat app. Also check that the settings on your phone are also turned on. Go to Settings > Notifications > Healthchat
Q: Do I need to provide my phone number?
A: No need to provide your personal phone number. All conversations take place within the app.
Q: How can I reset my password?
A: Your password can be reset by going to the login screen on your mobile app and tapping the ‘forgot password’ link. Or by sending an email to firstname.lastname@example.org with your name and email address.
Q: For Providers: Can I bill for my time?
A: Yes, you can choose to get reimbursed (from Medicare, Medicaid, Private insurance), or charge per encounter directly to your patients. Reimbursement rates vary by country/state and can change, so check with your patients’ insurance plan for their most up-to-date rates and rules.
Q: For Providers: What if I receive a message from an unknown patient?
A: Good news! You have a potential new patient that needs your services. Respond to them and use your existing intake process for new patients.
Q: For Providers: Can I use my existing appointment scheduler and billing system?
A: Yes, you can leverage your existing scheduler and billing system. No need to introduce new processes or learn a new system.
Q: For Providers: How do I attach reimbursement codes to my messages?
A: Each Video Message or Live Video Call can be coded with a Reimbursement code to help you expedite billing and improve accuracy. Simply tap the paperclip icon shown at the bottom of your videos and select the appropriate CPT code.
Q: For Providers: Do my Athena Health patients automatically get created with a Healthchat account?
A: Your patients will need to create their free account on Healthchat. Once registered, they will appear within the Healthchat directory.
Q: For Providers: How do I confirm that Healthchat is integrated with my Athena Health EHR?
A: The Healthchat link appears on the “Apps” tab from the main menu and also within the sub-menu of the patient chart. If not visible, please fill out this authorization form to confirm the integration.