When a file or folder has been deleted, it will be placed in the  Trash section. You can view this section by clicking the  Trash button at the top of the page. When you click into the Trash section the button is highlighted in orange to indicate that you are viewing the deleted items. To leave this view, simply click on the orange  Trash button aga...

Owl offers the ability to enable Multi-Factor Authentication (MFA) for your clinic as an added layer of security. Multi-Factor Authentication means that users need to validate their email and password upon login by using an additional, external source of confirmation, such as an email address or mobile phone number. The option to enable MFA in an Ow...

Adding a Service Before you can schedule your first session you need to add services to your clinic. You can specify the price, duration, and tax rate for your services by navigating to Services and Fees under the Settings menu. To add new services, select the + button in the upper right. Next, the Add New Service window will appear.  From here, you...

Occasionally, you may make an error on an invoice or a receipt. Be it incorrect session times, amount charged, or the wrong attendees listed, mistakes happen! You  cannot edit any invoices or receipts once they have been created in Owl - this is to protect the integrity of your financial documents.  This means that to repair an error in an invoice o...

Owl's Refunds feature allows you to easily refund payment to a client if needed and show that a balance is still outstanding on their account for that amount. However, once a refund has been processed you will not be able to delete any of the related financial documents or edit the Amount Charged for the session. This is done to preserve the integri...

When a refund is processed, a Refund document is created and stored within the client's record to ensure that you have a complete and accurate financial history for all transactions. You can view the refund documents two ways:    Go to the Client's record and click into Finances > Refunds. Select the refund from the list and click the View button...

When a payment has been made using a client's account credit, it cannot be refunded until the credit has been unapplied. Credit can be unapplied and reinstated on the client's account.  When you open a receipt that had credit applied as payment, you will see the reference to the amount of credit applied in the sidebar. You will also see an option to...

You can use the Practice Documents section of Owl to easily store and access any clinical documents you wish. You can create a repository of the internal clinical documents, setting up your own system of folders and subfolders for optimal organization. You can use Practice Documents to store commonly shared documents which multiple staff members ref...

When a payment has been made using a client's account credit, it cannot be refunded until the credit has been unapplied. Credit can be unapplied and reinstated on the client's account.  When you open a receipt that had credit applied as payment, you will see the reference to the amount of credit applied in the sidebar. You will also see an option to...

Processing payment is simple and easy once a payment method has been saved on file to a client profile.  When the client is ready to pay, simply click Record Payment like you normally would Next, click on the Payment Methods dropdown menu and you will see any credit cards or bank accounts that have been saved to the client’s record listed here in th...

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Two industry leading providers, one connected solution! Owl Practice has been partnered with Stripe since 2018 to provide private practice clinicians with a seamless payments integration that facilitates secure electronic credit card processing. The connection provides clinicians with the convenience of accessing everything you need for payments and...

While claims are being processed by the insurer, you can track their progress in your Owl account by going to Workflow and clicking into the Unadjudicated Claims section:   Each unadjudicated claim will display its status as either Submitted, Received, Processed, or Resubmitted. You can click the checkbox next to any of the claims here and the View ...

When your practice has multiple locations it is important to be mindful of which location filter is applied when viewing the Calendar. Users need to make sure when they book client sessions that the filter is applied for the correct location. The Calendar will only show the therapists in the sidebar who work at the location you've selected. Keep in ...

Owl's financial adjustments feature allows you to easily make changes to invoices without having to delete the invoice and recreate it, or having to delete entire sessions and reschedule to update the Amount Charged.  Financial adjustments are useful when you have issued an invoice to a client and there is a dispute as to the Amount Charged. The cli...

Once you have invoiced for a session and a client has paid you for the session, you will need to record that transaction in Owl and generate a receipt for the client. Much like auto-invoicing, your receipts will be automatically generated once you record a transaction. Accurately Recording a Transaction Once you have created an invoice for a session...

Fee percentages for Late Cancellation and No Show sessions can now be applied to each service in the Service List. The fee percentage feature will allow you to automatically invoice clients for Late Cancellation and No Show sessions at a rate of your choosing.  To add a Late Cancellation or No Show percentage fee to a service, go to Settings > Se...

The Personal Health Information Protection Act (PHIPA) The Personal Health Information Protection Act (PHIPA) is Ontario legislation established in November 2004. PHIPA has been legally deemed “substantially similar” to PIPEDA, which means in most cases PHIPA is the relevant privacy legislation for clinics in Ontario to be following. However, they m...

When another location has been added to the practice, you'll notice a new filter at the top of your account next to the Search field. This filter allows you to select the location you wish to view in various areas of the Owl account.   You can use this location filter in the following areas:   Calendar Clients Messaging Manage Settings When you chan...

All of the refunds that have been processed will be logged in the  Refunds Export. Access this export by going to  Dashboard > Data Exports and scrolling to the bottom of the page.  The export can be filtered to report data for a date range of your choosing, and will download as a .CSV file that can be opened using data programs like Excel or Num...

From the Practice Documents main page you can click into the folder and sub-folders to view any documents you wish, per your assigned user role and permissions.  Role Permissions Owner View Rename Print Download Delete Admin View Rename Print Download Delete Therapist View Print Download When you're in the Practice Documents section of Owl, you can ...

Practitioners in Yukon are subject to PIPEDA - for more information on this, please see the Compliance with Federal Privacy Laws article in this section. However, Yukon is also subject to the Health Information Privacy and Management Act (HIPMA). This legislation has not been deemed substantially similar to PIPEDA, so clinics will need to refer to b...

Circle of Care  For those clients who you see in session but bill someone else, you will use Owl's Default Bill-To tool. This allows you to specify an alternate contact or a linked account as the Bill-To, or the person responsible for payment, on invoices and receipts. You can learn how to mark a Default Bill-To here. Once you have marked them, thei...

Refunds are processed based on receipts and can only be processed from within a receipt. If a payment has been recorded using a credit card or bank account connected via Stripe, it can be refunded the same as any other transaction. There are two ways that you can view a receipt to process a refund:  By going to the Client’s Profile > Finances and...

As a supervisor for a therapist who is using Owl, you will need to digitally sign their session notes. Your supervisee will work with the Owl team to ensure that your account is configured correctly, and you may need to supply a digital copy of your signature to you supervisee. Once that is all set up, you are ready to log in to Owl and review notes...

Owl Practice allows you to set up your tax rate on a  service by service basis. This allows you to charge different taxes for different services. Once you set your taxes up, they will be included on all invoices and receipts for that service in the future. There are two steps to setting up your taxes:    Configure Your Tax Settings If you plan on us...

Invoices are financial documents used to demonstrate balance owed by a client for services rendered. Invoices are generated for every billable item. They are supplied to clients to request that they pay for your services.  Owl's Two Invoicing Methods There are two invoice creation in Owl. You can choose a preferred invoicing method for your entire c...

If you have opted to use the Generate Manually invoicing method, you will need to create all invoices using the process below.  Sessions must be marked as attended to be included on an invoice, and must not be included on any other invoice.  How To Create an Invoice Manually Mark attendance for the session. Once you are ready to create the invoice, ...

The Subscription section of Owl allows you to start a new subscription with Owl, or view and update your paid Owl plan anytime! To view your current plan or subscribe to a new plan, login to your Owl account and go to Settings > Subscription.   Subscribing to a Paid Owl Plan If you are new to Owl, and have started a free trial account, you can go...

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Here are steps you can take to get back into Owl if you have difficulty logging into your clinic. Password Reset If you are having issues remembering your password, you can reset your password by selecting Forgot your password? from the log in menu. You will be prompted to input your email address on the following screen.  From here select Send Rese...

The Workflow is an invaluable tool for you. Owl Practice organizes all of the administrative tasks that you need to accomplish for your practice in an area called the Workflow.  The Workflow is separated by the type of task you need to accomplish, and each section is collapsible so you can focus on the task at hand. By default, your workflow is sort...

If you find that Owl is running slowly or strangely on your device, there's a few different things you can check and do to resolve this. As always, if these suggestions don't help your situation, please reach out to our support team so we can assist you further.  First, it's always a good idea to check your network connection and see if your interne...

You can add the details of your clients’ coverages in two ways:  From within the Client Profile  By going into the Manage section Please note that TELUS eClaims does not currently support multiple coverage claims. If a client has more than one coverage saved to their profile, you can select only one when creating a claim.    Prior to using eClaims f...

Owl's Refunds feature allows you to easily refund payment to a client if needed and show that a balance is still outstanding on their account for that amount. However, once a refund has been processed you will not be able to delete any of the related financial documents or edit the Amount Charged for the session. This is done to preserve the integri...

Owl's split session charges feature allows you to split the cost of a session across multiple payors. Clinics can use this feature to designate other individuals or parties as responsible for partial or full payment of client charges in any amount needed. For instance, clinics who work predominantly with children may need to book a session in the ch...

There are two primary reasons you may run experience an issue delivering an email to a Client in Owl - the first would be if the Client has supplied you an email address that Owl's verification systems have evaluated as being undeliverable. The second would be if the email domain your practice uses is not fully compatible with Owl's mail delivery sy...

In order to ensure your clinic receives payment for services rendered in a timeline manner, we recommend taking advantage of our Stripe payment integration. This allows you to save a payment method on file for your clients, either credit card or bank account, and process charges without the card being present. Detailed below are the two methods for ...

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When you add a Therapist to Owl to you need to assign their working hours, their Availability. The Availability states when the therapist is working, typically when they are available for client bookings. If you're using the Online Booking Portal, the Availability determines when the clients will be able to book sessions with a given Therapist.  Ple...

Owl Practice utilizes AWS's global cloud infrastructure to ensure stability and scalability. Designed to be the most secure platform of its kind, AWS is the preferred choice for organizations with stringent security requirements.  We prioritize the safety of your data and your clients' data, ensuring full compliance with the Personal Information Pro...

Psychotherapy 90832: Psychotherapy, 30 minutes with patient. 90834: Psychotherapy, 45 minutes with patient. 90837: Psychotherapy, 60 minutes with patient. 90839: Psychotherapy for crisis, first 60 minutes. 90840: Psychotherapy for crisis, each additional 30 minutes (add-on code). Family Psychotherapy 90846: Family psychotherapy (without the patient ...

Accessing Recordings: After a Therapist ends a video session where some or all of the session was recorded, the recording will be transcoded, and then it becomes available in their Workflow section under the new Recording tab. Rest assured that your recordings are securely stored on AWS servers, complying with HIPPA legislation for privacy and data ...

Sessions are the backbone of your practice. The session is how you schedule appointments, write session notes, bill, and track client data.  Each time you see a client, you will need to schedule the appointment as a session in your Calendar, and then mark their attendance. This Owl Guide will cover: Scheduling and Managing Recurring Sessions Managin...

Owl Practice has full supervisor functionality. Supervisors can be added to both Solo and Group user accounts. Owl's supervisor feature includes: Customizable supervisors, you can set up as many or as few as you need! The ability to list your supervisor on invoices and receipts. The ability to include your supervisor's signature on your invoices and...

Hard Refresh To perform a hard refresh, follow these instructions depending on your desktop browser: Chrome: Windows: Hold down Ctrl and click the Reload button. Alternatively, Hold down Ctrl and press F5. Mac: Hold ⇧ Shift and click the Reload button. Alternatively, hold down ⌘ Cmd and ⇧ Shift key and then press R. Safari: Mac: Press Option+⌘+E. Th...

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Owl has introduced a dashboard and additional exports that allow users to view all their Stripe payment information in one place. These resources were created to take the place of previous data accessed via the external Stripe dashboard users had access to for payment details. You will now be able to see transactions, payout details and fees taken f...

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All clinics in Prince Edward Island must comply with PIPEDA - for more information on this, please see the Compliance with Federal Privacy Laws article in this section. The Office of the Information and Privacy Commissioner is responsible for overseeing and enforcing the provincial access and privacy laws, and can be reached through the contact deta...

The fees for payment processing with Stripe are as follows: 2.9% + 30 cents for transactions with Canadian credit cards 3.9% + $0.30 for international cards 1% + $.40 for EFT (electronic funds transfer) transactions, no matter the region This fee is deducted at the time of processing by Stripe, prior to being payed out to your bank account.  It is i...

Processing credit card or EFT/ACH transactions is simple and easy once a payment method has been saved on file to a client profile. When the client is ready to pay, simply click Record Payment like you normally would Next, click on the Payment Methods dropdown menu and you will see any credit cards or bank accounts that have been saved to the client...

Once you’ve connected your Stripe account with Owl, you can easily add credit cards or bank accounts to your client records for payment processing.  Adding a Credit Card Search for the client and open their Client Profile Click into Contact & Clinical > Payment Methods: Click the Add Payment Method button at the bottom of this page A window w...

Reconciling Payments in Owl with Payouts from Stripe When payments have been processed using Stripe, a reference to the unique Stripe transaction ID is logged in Owl. When viewing Receipts or Refunds that were processed through Stripe you will see the card or account listed as the Payment Method. Hovering over it with your cursor will display the St...

Confidently manage your clients provided insurance coverage with our coverage and verification feature by accessing comprehensive plan information such as copays, deductibles, and deductible status directly from your client's profile. Step 1: Log in to Owl Practice  access your Owl Practice account using your credentials. Step 2: Navigating to Clien...

Managing and tracking insurance claims is crucial for ensuring timely reimbursement for services provided. Follow these steps to create and track claims within the Owl Practice EHR application. Step 1: Log in to Owl Practice  access your Owl Practice account using your credentials. Step 2: Navigating to Client Claims Once logged in, navigate to the ...

Stripe and Owl Practice work flawlessly together to ensure card security, but that doesn't mean all of the responsibility is out of your hands. As a frontline business that's regularly processing card transactions, there are some dos and don'ts regarding card security that you need to keep in mind:  Do input all data and transactions directly into t...

Service availability can be used to determine when certain services are bookable by date. This is helpful for practices that use Owl's Online Booking portal and want to restrict clients from booking a particular service on a certain day of the week. For instance, if you only do couples sessions on the weekends, you wouldn't want a client to be able ...

Due to the varied nature of supervision in the mental health industry, different practitioners require different forms of supervision documentation. Owl Practice's Supervision feature is flexible enough to be used for any supervisory relationship. This guide reviews how Solo practices will use Owl's Supervisor feature. There are two common superviso...

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Owl Practice's new Multiple Locations feature gives practices the ability to configure multiple office spaces under one practice name. If your practice hosts multiple office locations, for example you have a Downtown office and an Uptown office, each of them can be configured within your Owl instance with their own unique addresses and details. Clin...

Welcome to your Owl account! When you first login to Owl Practice, you will open on the Calendar. Before we start scheduling sessions we need to configure a few details. In the side navigation bar, click Settings.   Step One: Start with your Practice Details Practice Details contains all of the basic contact details for your unique practice: Practic...

Please note that these settings may not appear unless you have met the following conditions:   You have an active subscription Your clinic is connected to Stripe You have the Client Portal enabled   When you have the Client Portal setup for online booking and a Stripe integration connected to your Owl account, you can choose whether or not you requi...

Configuring Locations To setup a new location at your practice, go to Settings and select the Locations option. Click the Add button at the bottom of the page and you will be prompted to input the details of a new location.  The location must have a Location Name, Email Address, Phone Number, and complete Address.  You can also reactivate a location...

To use Owl’s eClaims feature you will need to be on an Advanced or Professional level plan (Settings > Subscription). You will also need to either create an account with TELUS eClaims, or link your existing account. When eClaims is available in your Owl account, to get started you first need to set up a connection between TELUS and Owl. To connec...

You can create two types of claim requests: a Pre-determination, to see how much coverage the client is eligible for; and a Payment, which will submit the client’s claim to apply available coverage from their insurer. You must select one of these options to start a claim request.  Pre-determination You can go to Client Profile > eClaims > Clai...

If you're running into any kind of difficulty in Owl, or have questions you can't find the answer to, we want you to know that you're always welcome to  contact our support team. Sometimes though, you may have a question, or run into an error that you find might hard to explain, or that we need additional information about to be able to assist you p...

Once you create financial documents, you can supply them to your clients for their own records. There are three options to supply financial documents to your clients:  Email Manually Automatically Print Export as PDF Email Manually The default Invoice and Receipt sending settings for all new clinics will be manual, to ensure you have full control ov...

Owl keeps all of your clients organized in a central system, known as Clients on the navigation bar. Here is how to manage that list:  To Add a Client:   Click on the Add Client icon from anywhere in Owl. Fill in all the relevant details. The client name and therapist are the only mandatory fields, but filling in all of the fields will help you mana...

As a business owner, you know how important analytics are to your success. To manage this, your Owl account has a financial Dashboard. The Dashboard allows you to monitor your revenue, sessions, and more! There are four areas to the Dashboard, each with its own unique information.  Year Over Year - a high level overview of your sessions and revenue ...

Every session you book will have its own unique session note in Owl. You can work on this session note during your session or after, whatever your preference! You can also sign your session note using your digital signature.  There are three ways to find and write the session note: from the Calendar, from the Client Account, or from the Workflow.  F...

Workflow Queued Autopay transactions that are queued to process overnight will show in the Workflow under the new Autopay section Check the box beside one of the line items to open the green action bar and access the following options Remove from Queue: If the client requests to delay their payment, you can remove an item from the queue, and the sys...

When a refund is processed, a Refund document is created and stored within the client's record to ensure that you have a complete and accurate financial history for all transactions. You can view the refund documents two ways:    Go to the Client's record and click into Finances > Refunds. Select the refund from the list and click the View button...

To start booking clients you need to schedule them in your Calendar.  You need two things to create a session: a client name and a service.   Head to your Owl Calendar! Click on the date and time you want to schedule the session. You will automatically see the Create Session Window. Enter the Client Name name in the appropriate box - notice that Owl...

With Multiple Locations, you now have the option to define which services are offered at your various practice locations. Since some services may not be offered at all locations you have complete control over this configuration. To update a service, go to Settings > Services and Fees. When you edit an existing service or add a new one, you'll now...

The Settings area is where you will customize your Owl account. It's separated into different areas, and this guide will review your options to customize in each area.  Edit bar functionality and saving updates  You will see the "edit bar" functionality all across Owl. This tool allows you to view and modify specific information, very easily!  Here,...

You'll use this area to manage how you receive and track payment in your practice.  Accepted Payments Toggle the forms of payments that your practice uses. If you toggle these "off," you will not see them as options when you Record Payments.    Tax Settings If you plan on using taxes in your services, you will need to enable them before you set up y...

Before you can start using Owl, you'll need to master Logging In. Logging in to Owl is a two step process. First, you'll need to visit your personalized URL. Second, you'll need to enter your email and password. Head to the website address (URL) you chose for your account at signup. It should look something like this:   Notice that there is no "www....

Your client has attended their session, you've written their session note. The next big step is to bill your client! Owl Practice creates two types of billing records for your clients: Invoices and Receipts. Invoices and Receipts are both financial records indicating money transferring hands, but they happen at different points and in different dire...

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The fees for payment processing with Stripe are as follows: 2.9% + 30 cents for transactions with Canadian credit cards 3.9% + $0.30 for international cards 1% + $.40 for EFT (electronic funds transfer) transactions, no matter the region This fee is deducted at the time of processing by Stripe, prior to being payed out to your bank account.  It is i...

Owl has released a major change to the way that you can configure therapist schedules, block off periods of unavailability in a therapist's schedule, and configure service availability by day of the week.  Previously, you could set a broad, generic range of working hours for a therapist, for example Monday to Friday 9:00am to 5:00pm. Scheduling the ...

Creating a Session Note To give you the most flexible workflow, there are three different places in Owl where you can write your session notes: The Calendar view The Client account view The Workflow view From the Calendar view From the Calendar view select the scheduled session. This opens a Session Overview window. From here, select Create Note. Fr...

Appointment Reminders are emails or text messages that are delivered to your clients or members of their circle of care before their scheduled Owl sessions. This feature is optional, and is disabled by default when you add a new client.   You can set up reminders by navigating to Settings, then Notifications, and then select the Reminders tab. If yo...

To use Owl’s eClaims feature you will need to be on an Advanced or Professional level plan (Settings > Subscription). You will also need to either create an account with TELUS eClaims, or link your existing account. When eClaims is available in your Owl account, to get started you first need to set up a connection between TELUS and Owl. To connec...

Services are the different types of sessions you offer, and the fees, duration, and tax rates associated with those sessions. When you log in to Owl for the first time, there will not be any services set up. This is because a service looks different for every therapist. For instance, a psychologist might offer CBT at $100 per session, while art ther...

Removing a Supervisor from a Client Profile In the case that you need to remove the supervisor from a client profile, you can follow these steps:    Go to the Client Profile and select Contact & Clinical > Clinical Details > Edit. Select No Supervisor from the Default Supervisor dropdown menu.  Click the green Save button to save your chan...

At Owl Practice, we take the security of your data very seriously. Our first priority is keeping all the practice data you entrust to the Owl Practice system safe and secure. Here are some of the things we do to keep your practice data always safe and secure:  Security-First Infrastructure - Owl Practice utilizes AWS's global cloud infrastructure to...

You can upload a document by clicking the Add Document button. You will be prompted to search through your computer's directory for the document. You can also upload documents by dragging and dropping them from your computer directly into the Practice Documents section.  When you upload a document, by default it will be nested within the folder for ...

Non-Session Charges is a feature which allows you to document and create invoices for any fee you are giving to a client other than their session fees. You can specify that name of the fee, the cost, and automatically generate an invoice.  You may use a Non-Session Charge for administration hours, reports, books, letters, or anything else you need t...

If you have therapists who work out of multiple locations you can configure their profile to reflect all of the locations where they work. To update the locations where a therapist is available to be booked, go to Settings > Therapists and select the therapist you wish to update, then select the Edit button.  You'll see a section called Locations...

How do I update my bank account information? If you need to change the account where Stripe deposits your payouts, you can navigate to Settings > Payment Details > Stripe and click on the blue Update Account button.  You will be redirected to the Stripe Verification Summary Page, where you can click the pencil icon next to your payout details ...

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If your Owl account is overdue, you will receive a series of notifications to help you resolve the situation depending on how long your account has been past due.    Days 1 through 7 From the first day your account is past due through to the seventh, you will receive an in-product banner indicating that you need to update your payment method.  If yo...

When you first set up your Owl Practice Suite account and log into the system, you will see that you already have a client set up in the system.  Don't be alarmed, that's just Hillary Hootkins, our example client to help you get acquainted with the system! Hillary is just there to demonstrate how Owl Practice Suite's systems work and give you an exa...

Once a claim has been fully processed by the insurance company, the status will be updated in Owl as either Paid, Adjusted, or Rejected:     If any amount has been paid out for the claim, Owl will automatically update the Finances section of the client's profile to reflect the payout. You can open a Client Profile and go to Finances > Receipts to...

You can easily remove a payment method from a client’s account at any time. If the client has told you that the card on file has expired or account details are no longer valid, you can remove it from the client's profile by following these steps: Search for the client and open their record Click into Contact & Clinical > Payment Methods. Any ...

A Superbill is a document of clinical information and itemized services that a healthcare or wellness professional issues to their clients which they can then use to make claims for reimbursement from their insurers. The Superbill document contains all of the information insurers need to assess healthcare claims such as provider information, clinic ...

This article reviews the comprehensive capabilities of Owl's new insurance management system, available exclusively in the Owl Pro subscription plan. 1. What does the Owl Practice Insurance Feature include? Payer Enrollment: Seamlessly enroll with over 10,000 payers through our integrated clearinghouse network, all within the Owl platform. Patient C...

Reconciling Payments in Owl with Payouts from Stripe When payments have been processed using Stripe, a reference to the unique Stripe transaction ID is logged in Owl. When viewing Receipts or Refunds that were processed through Stripe you will see the card or account listed as the Payment Method. Hovering over it with your cursor will display the St...

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Affordable Care Act (ACA): A federal law enacted in 2010 aimed at improving access to health insurance, expanding Medicaid, and preventing insurance companies from denying coverage due to pre-existing conditions. Allowed Amount (AKA: Eligible Expense, Payment Allowance, Negotiated Rate, Contracted Amount, or Contractual Agreement): The maximum amoun...

Since a Superbill is a document with specific informational requirements, you need to ensure that all of the necessary information has been input into your Owl account before you'll be able to issue one to a client.   To find out the information you'll need for Superbills, you can go to Settings > Practice Details > Insurance and scroll down t...