Unsure what you need to do to make sure you are paid for all of your hard work? In order to be reimbursed for completed appointments, you need to complete these steps within 24 hours of the appointment end time:

Step 1: Ensure appointment length and site of service are recorded correctly

You are reimbursed based on the time you spent with your patient, so charting needs to be completed outside of your appointment time. To keep things simple, your appointment start and end times will automatically pull from Zoom after your session—making confirmation quick and seamless. Just review the duration and confirm it’s accurate, then you’re all set!

The start time reflects the first moment you and your patient were both in the Zoom meeting and the end time reflects the last moment you were together. If the auto-populated times don’t accurately reflect the session (for example, due to technical issues), you can manually adjust the start and end times before confirming.

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Pro tip: If the Zoom session time doesn’t auto-populate immediately after your visit, try refreshing the page and reopening the chart note.

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Note that insurance companies may reimburse for up to 90 minutes for initial appointments and up to 60 minutes for follow-up appointments. Additionally, insurance can only be billed in 15 minute increments and follows CMS guidelines for the 8 minute rule.

Insurance also requires that you confirm your patient is physically located in a state on your Fay Profile at the time of the appointment. For telehealth visits, you must also confirm that your patient has agreed to receive care via telehealth. To document this, simply check the box under “Appointment details” to acknowledge that you have confirmed the site of service. If a patient is temporarily out of state, please ask them to reschedule for a time when they’re back home. If a patient has moved permanently to a state you can’t serve, please refer them to another provider via the Share Referrals space in the Fay Community.

https://www.loom.com/share/fd4d522447b3493b9836012bad3eb9ee

Step 2: Complete and sign your charting note

Completing and signing chart notes within 24 hours is consistent with payer and regulatory expectations around timely documentation of clinical services. Fay’s charting system is designed to encourage this practice while preserving the integrity of the medical record.

You’ll complete the chart note directly within the appointment details. To create a chart note, go to your calendar, open your patient’s appointment, and click “View or add chart note.”

Each chart note has two parts:

• Format required from insurance: This is the most important section to complete, as it helps ensure we have everything needed to support coverage and keep care accessible.
• Freeform notes: This is your space to capture anything that’s most useful for you and your practice. How you use this section is completely up to you.

When completing your chart note, you’ll select the method of communication that best reflects how care was primarily delivered for the majority (≥50%) of the session (In-person, Video and audio, or Audio-only).

Your notes will auto-save as you go. When you’re finished, click “Sign & complete.” Once a note is signed, it will automatically be marked as “Occurred” and is considered final, meaning it is locked and cannot be edited. This feature is in place to support documentation integrity.

If needed, you may add an addendum to a signed chart note to clarify or include additional details related to the visit. Addenda are time-stamped and appended to the original chart note. As a reminder, it’s still important to review your chart note for accuracy and completeness before signing, as signed notes are finalized and cannot be edited. Please know that adding an addendum does not affect payouts. All steps required for reimbursement must still be completed within 24 hours of the appointment end time.

To help support timely completion, we send reminder emails for any outstanding documentation. Best practice is to update the visit status as soon as possible after the session or by the end of the day.

In order to be reimbursed, you must sign and complete your chart note in Fay within 24 hours of the session’s end time. Incomplete or unsigned notes are not sufficient for reimbursement purposes. It is important to carefully review your notes and ensure they are accurate and complete to support claim submission.

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Please note that insurance companies will audit your charting notes for quality assurance, and Fay is required to make all your notes available to the insurance company if they request them.

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