Client Management Overview

Adding Clients

The first step to working with clients is to add them in to Zencare Practice Management. There are two ways to add a client:

• From the All Clients list, click the plus icon

• From anywhere in Zencare Practice Management, select the Add Client icon that is always in the top right, next to the search bar.

Both of these options open the same Add Client window.

Although you will want to fill out all of these fields in detail, the only required fields are their first and last name.

Basics

Fill in the basic details you will need to contact your client: their First Name, Last Name, Middle Name, Preferred Name, Date of Birth, Gender Identity, Sex, Pronoun(s), and Email.

Address

Zencare Practice Management will include your clients' addresses on invoices, receipts, and account summaries.

Phone Number

You can enter multiple phone numbers for a client by selecting Add Number.  Selecting SMS Reminders will enable the ability to send them reminders via SMS.  You can also select whether or not you can leave messages at a given phone number.

Clinical Details

This section includes all details about your client from the perspective of your clinic.  It includes: 

• Client Since: Displays the date the Client was created.
• Therapist: This is the primary therapist in the practice who is associated this client.
• Supervisor: The supervisor associated with the therapist and client.
• Status: Whether or not a client is Active, Inactive, or on a Waitlist.

Account Details

Account Details includes your whether or not you create invoices manually or automatically, the Global Discount amount for services if desired, whether or not the client Uses Insurance and if so the insurance the client has, whether or not the client should receive Email and SMS Reminders and if so how often, the client's primary language, whether or not to Disable or Allow appointment confirmation emails, and finally any Comments or Account Creation Comments.

Once you have entered in these details, you can edit and update them as necessary in the Contact & Clinical page of each Client Account.

Referral

Here you can enter the Referring Provider Name, their NPI Code, Taxonomy Code, State License or Provider UPIN number and any Priority Comments.

Waitlist

Here you can enter what they are Waitlisted for Service for, as well as any other Waitlist Comments.

Custom Fields

Here you can enter any information you have entered into the Custom Fields section in Settings. 

When you are finished, select either Add Client to simply add the client and go to other tasks or Add and View to immediately be brought to the Client Profile in the Clients view.

Deleting and Deactivating Clients

Deleting Clients

When you want to remove all record of a Client entirely from Zencare Practice Management, you will need to delete them. To delete a client:

• Head to your All Clients list
• Select the checkbox next to the client name
• Select the Delete button at the top of the screen
• To complete this action you must select select I understand, delete client.
• There is a brief waiting period to delete clients, as deleting a client cannot be reversed, and deletes all records associated with the client

Setting a Client as Inactive

Instead of removing all traces of the client, you can also set them to the inactive status. This will remove them from session scheduling, invoicing and so on, but still keep their data on our system if you need access to them (for instance, on Data Exports). To do this:

• Head to All Clients.
• Select a client.
• Select Change Status at the top of the screen.
• Select Inactive.

While set to inactive, the client will not be visible on the main Client List unless you filter for them using the filters Inactive or All from the pull-down menu at the top-right of the screen, or by clearing all filters. By default, only active clients will be visible.

Circle of Care

Circle of Care is a dynamic contact storage system which allows you to create and maintain accurate records of all contacts for each of your clients. Each client will have their own Circle of Care, built out of Alternate Contacts and Linked Accounts. This guide will help you set up your Circle of Care and customize it for each client. Circle of Care allows you to store two types of contacts: Linked Accounts and Alternate Contacts. Before you set them up, it's important to understand the difference between the two.

• Alternate contacts are contacts who are not clients themselves, or who are clients but will not be added as a Linked Account to this particular client. This includes parents, guardians, teachers, lawyers, social workers, doctors, nurses, and any other contact who is important to the health of your client.
• Linked accounts are contacts who are also your clients. You may see these clients individually, but using Linked Accounts allows you to describe their exact relationship to your client and the maintain accurate records for Couples, Family, and Group Therapy sessions.

Setting up a Circle of Care

Circle of Care is the third tab under Contact & Clinical on the Client Account.

Before you enter any contact information in, your client's Circle of Care will read This client has no alternate contacts. Get Started by using either one of the add buttons in the bottom right.

There are two buttons at the bottom, Add Contact and Add Linked Account:

Select Add Contact to add an Alternate Contact, and fill in all of the relevant details.  Select Save when finished.

These include:

• First name, middle name, last name
• Relationship
• Address
• Phone Numbers (*Adding in a phone number will allow you to also select a primary phone number and to assign SMS reminders for the client's future appointments).
• Email address
• SMS Reminders (*SMS notifications can be set anywhere between 2 and 72 hours*).
• Email Reminders(*email notifications can be set anywhere between 2 and 72 hours*).
• Emergency contact
• Billing
• Appointment Confirmations

Add Linked Account is appropriate for all Linked Accounts with whom you will be seeing for family or couples therapy. You will first need to link the client profiles together. To link accounts, all members of the family group must be added as clients into Zencare.

You will need to:

• Search and select the name of the client to be linked.
• Specify the relationship to this client.
• Ensure a Phone Number has been entered (Adding in a phone number will allow you to also select a primary phone number and mark the number which is to receive SMS text reminders).
• Ensure an Email Address if you wish to send Email Reminders (email notifications can be set anywhere between 2 and 72 hours).

Once you have added all of the Alternate Contacts and Linked Clients, your Circle of Care is ready to use. Select the Save button finish.

Appointment Reminders to Linked Account and Alternate Contacts

When you are entering in your Circle of Care, you are able to set up appointment reminders which will go to specific members of your client's network. This is especially useful for minors and clients with a contact who is responsible for their attendance.

Once you have your reminders set up for any of your client's contacts who are in the Circle of Care, they will receive session reminders in the same format that your clients do. 

Note that this is turned off by default, as we want to ensure that you control how you contact your clients.

If you set up a reminder for an Alternate Contact or a Linked Account, know that these contacts will receive a reminder for every session that this client is to attend, not only the shared sessions.

Client Waitlist

This status indicated that a client might not actively be in treatment at the clinic, but is waiting to be notified when a clinician had availability for a new client. You could view clients that had been assigned this status by going to the Clients page and selecting Waitlist on the left hand menu.

Adding Clients to the Waitlist

You can add new clients directly onto the waitlist, or assign existing client records to the waitlist.

In  the Add Client view, you can add them to the waitlist when you are creating their record from the Waitlisted for Service dropdown menu by selecting the service they are on the waitlist for.  You can also add a Waitlist Comment if desired.

When you're creating a new client and assign them Waitlist status, the Client Since date will be pre-populated for the current day and will be considered the Waitlist Since Date for this client record as well.

To add an existing client to the waitlist, select a client in the Client view, select the Change Status button, and then select Waitlist.

You can view any clients on the waitlist by going to Clients, then Waitlist. When there is availability for the clinic to see a client who has been on the waitlist, they can easily be converted off the waitlist by simply selecting Change Status and selecting Active.  You can also set a client to Inactive if needed.

Client Codes and Client IDs

Zencare Practice Management assigns two unique identifiers to your clients: the Client Code and the Client ID number.

The Client Code is the first initial of your client's first name, and first two letters of their last name. You will see it next to their names all over ZPM.

The Client ID is a unique number assigned to each of your clients. When you are communicating with Zencare Customer Success about your clients, please supply the Client ID instead of their names. To find the Client ID:

• Go to the Client in the Client View
• Select Contact & Clinical, and then the Account Details tab
• You'll find the Client ID here: