Access to the Client Portal
If you ever have any questions regarding the portal, please feel free to contact our office at 704-910-8381.
How do I start using the client portal?
Once you become a BASE client you will receive a Welcome Email. The email will contain your temporary username and password to get started on the client portal. You will be asked to read and complete initial paperwork and then you will have access to the portal.
How Do I see my Scheduled Appointments?
To check appointments you currently have scheduled, visit the “Home Screen” and scroll down to “Your Upcoming Sessions”. There you will find a list of all your upcoming appointments. You can also verify that the type of session you scheduled (video, phone, office) is correct. If you typically schedule appointments for a specific day and time, make sure to regularly check how many you have scheduled out so you don’t run out of appointments and potentially lose your desired time.
How Do I Schedule An Appointment?
To see what appointments are available, visit “Calendar”. At the top of the screen choose your provider, format, length, and type of session. The calendar will give you a week by week view of the appointment times open on your provider’s schedule. All available appointments are shown as a time slot on that calendar. To schedule that appointment, click your desired time and then “schedule appointment”. If you do not see any times listed on certain days, that means there are currently no available appointments.
How do I Cancel an Appointment?
To cancel an appointment, visit “Your Upcoming Sessions”, select the desired appointment, and then click cancel. If your appointment is within 24 hours, you will not be able to cancel on the portal, please call our office for assistance.
How do I Adjust the Notifications I recieve?
You can adjust your notification settings such as session reminders under “My Info” and then select “Notifications”.
How do I complete a Release of Information Form?
To complete a Release/Exchange of Information form, go to the “Forms” tab on your client portal. Select “BASE Authorization To Release/Exchange Confidential Information”. You may have to choose “fill out again” if you have previously submitted one, this will not delete the previous one completed. Enter your information and the information of the person you want us to be able to release information to (recipient name). Check off as many or as few boxes as you like and then save.
How do I send a Secure Messaging or Attachment to my provider?
To send a message to your provider, visit “Mail”, and then select “Send” to create a message. You can also upload file attachments to share with your provider here.
Where do I find my invoices/superbills?
Invoices contain all necessary codes and information for out-of-network insurance submissions. To access your invoices, go to the “Billing” tab on your portal. Select “All Activity” to view a complete list of your invoices. Once you select the desired invoices, select “print” which will pull up the full invoice and give you the option to save it to your computer or print it out.
How do I Prepare for my video session?
The right environment is private, quiet, and bright. Sessions can cover very sensitive and private topics. Find a private space where no one can hear you. Wearing headphones can reduce the potential for others to hear details of your session that would otherwise be projected from speakers. Minimize the potential for environmental noise. Take the appropriate steps to silence electronics, pets, etc. so you are not disturbed during your online video sessions. Select a well lit area to connect to your session. The main light source should be in front of you to keep your face visible. Keep your background space clear to reduce distraction.
Use a desktop/laptop computer or mobile/tablet device with built-in or external speakers, microphone, and webcam. Ensure you are using the latest version of your selected browser (Google Chrome, Safari, Firefox, etc.). Avoid the Microsoft Edge browser until Microsoft has completed phasing out the current version. Any other browser should work fine. Confirm your username and password are accurate so you can log into the secure client portal at the appropriate time. If you are connecting from a phone/tablet, enable the "Do Not Disturb" setting to prevent any phone calls, text messages, or notifications from disrupting your upcoming session.
You must be able to connect to a high speed internet connection (minimum connection speed: 512 Kbps Upstream / 2 Mbps Downstream). Prior to your session, restarting your computer is recommended to shutdown any background processes. Confirm all other programs are closed so all bandwidth is dedicated to your session connection.
Click the “Connection Test” button prior to your start time to test your internet connection and session settings. Within the Connection Test window, you should be able to see and hear yourself in both the main and preview windows. If you can not see and hear yourself in the Connection Test window, you must adjust your settings to be able to connect to your session.
How do I start my Video Session?
Log on to the portal a few minutes before the scheduled time. Your appointment will be listed under “Today’s Sessions”. Click on your appointment and then click “Start Video Session”. Your provider will join you shortly. Use the volume dials at the top of the window to adjust sound settings as needed.
What should I do if I can’t hear/see my provider in the video session?
You can use the “Chat” button at the bottom of the video screen to try to communicate with your provider for next steps. You can try the “Reload” button, or “Exit” the video session and “Start Video Session” again. If it is still not working you can send a message in the portal to your provider or call the office for assistance.