New Portal FAQs
General Questions
Why are we moving to a new system?
We are excited to be moving to our very own client platform, which will replace the current system you’re using. You can expect similar care management functionality to what you currently have but with more exciting features to come based on 3Y Health’s clients’ specific needs!
Will anything change with my care plan or provider team?
Nothing will change with your care plan or provider team - all appointments with your current provider will transfer to the new platform. Once you log in to the new system, you will be able to see these appointments on your calendar - you don’t need to lift a finger!
Does this change the cost of my care?
No! Your previous costs using either insurance or self-pay will remain the same.
Care & Appointment Questions
Will all of my previously scheduled appointments transfer to the new platform?
Yes, all previous appointments will transfer to the new platform with the same provider at the same date and time. The only change is that you will now have to access your virtual appointment through clients.3yhealth.com.
How will I now access my virtual appointments?
You will now have to access your virtual appointment through clients.3yhealth.com, which includes an easy link to join through our own video portal embedded directly in the platform. It should be front and center when you log-in – we believe this will lead to an even more seamless experience!
Account Questions
What happens to my old account, including personal information?
Your previous account with Healthie will be archived for insurance auditing purposes and your care team will have access in order to review previous session notes and care plans. All personal information will be transferred to the new platform except billing information in order to ensure optimum security.
You will not be able to access upcoming appointments from your previous account after October 1, 2024. We will remind you before this date and work with you to make sure the transition process is as soon as possible!
How do I create a new account?
Please see our how-to guide on setting up your new account here: Set Up My Account
How do I update my payment & insurance details?
You can update your payment and insurance details directly on your client portal. Follow the instructions here: Adding and Updating Payment Information
Why do I have to update my payment information again as an existing client?
At 3Y Health, we take security around your personal information seriously. As a part of this, we require that you update your insurance and payment information manually to ensure a safe and smooth transition to our new platform.
Support Questions
How will I contact my provider on the new platform?
You can message your provider directly using the chat feature on your client portal. Please be aware that you will not receive an email notification for new messages, so make sure to check your client portal often! These notifications will be coming soon.
How do I report any issues I have on the new platform?
Please submit a ticket through this portal or email support@3yhealth.com to report an issue.