Master Your WebPT Software and Improve Your Practice Experience
This month, we’re focused on streamlining your workflows and expanding accessibility through enhanced portal displays and broader language support. These updates are designed to help you spend less time on admin tasks and more time with your patients.
Spot Missing Revenue with the Documented Visits Report
Ensure your clinic isn't leaving money on the table by making it a weekly habit to check the Documented Visits Report in WebPT Analytics. By comparing scheduled arrivals against finalized notes, you can instantly catch unbilled units and open notes before they impact your cash flow. For step-by-step instructions on running this report, check out this Discover article.
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Improved Patient Records List
We’ve enhanced how patient records are displayed within the Reach Strivehub Patient Portal to make it easier to identify and navigate between home exercise programs.
Previously, patient records displayed the clinic name, patient access code, and last updated date. With this update, records now show:
◦ Patient first and last name
◦ Clinic name in parentheses
◦ Patient date of birth
This new format helps reduce confusion when multiple patient records are present and makes it easier to quickly identify the correct record.
Expanded Language Translation to HEP Cover Page
The HEP translation feature now extends beyond exercise descriptions to include the HEP cover page.
Patients will now receive cover page instructions translated into their preferred language alongside their exercise content, creating a more complete and accessible HEP experience.
The HEP cover page will automatically translate into the selected language whenever translation is enabled. Click here to view the list of available care plan languages.
May’s EMR updates bring a new integration and a series of platform enhancements designed to streamline workflows, improve system reliability, and create a smoother experience across WebPT.
Platform Stability & Workflow EnhancementsWe delivered a broad set of improvements across SOAP 1.0, SOAP 2.0, billing workflows, reporting processes, chat functionality, and session management to improve platform stability and day-to-day usability.
Updated Phone and Chat Support Hours
Phone📱: 9am-5pm ET
Chat 💻: 8am-8pm ET
The following services operate on Standard Support Hours:
◦ WebPT EMR
◦ Therabill
◦ Reach (including Patient Portal)
◦ HEP
◦ WebPT Local
◦ Advanced Reporting
◦ Keet
Custom Support Hours
◦ WebPT Billing - Phone and Chat Hours: 9am - 4pm ET
◦ Insight - Phone and Chat Hours: 9am - 5pm ET
◦ Member Services - Phone Hours Only: 9am - 5pm ET
◦ If you need assistance outside of these hours, please reach out to us via the Support Hub.
The Centers for Medicare & Medicaid Services (CMS) now requires a "digital handshake" between providers and their third-party eligibility vendors to maintain uninterrupted access to real-time Medicare Electronic Benefits Verification (eBV).
What’s Changing: You must manually link your NPI to our verification partner (pVerify or Practice Insight) via your MAC portal.
Why It Matters: This is a CMS-mandated requirement to ensure uninterrupted eligibility services.
Status: Although the initial May 11, 2026 deadline has passed, this remains a mandatory step for all current and future users.
For more information, check out our Discover Article: eBV | Medicare Attestation Requirement for WebPT EMR.
1. How can I update the Reach Company and Facilitiy?
Users with Admin Access to the Reach platform can make an update to Reach Company and Facility information when necessary.
1. Open the Settings menu from your profile drop-down.
2. Click Facility or Company.
3. Open the facility record that you’d like to update. Members can adjust Logos and Facility/Company branding colors from this page.
4. Once updated, click save.
5. For more information, check out our Discover Articles: WebPT Reach l Facility Settings & WebPT Reach l Company Settings.
2. How Do I Troubleshoot "An Error Has Occurred" While Creating A User?
When adding a new user, there are a few requirements that may prevent the system from saving. If you receive the error message “an error has occurred” check out these steps:
1. Verify the email address and username are cleared green. Red indicates the information is already in use within the WebPT EMR.
2. Enter a password with a strong password strength if typing it manually. A "Good" strength will not allow you to save.
3. Set the password to auto instead of manual. The system will not return a specific error if the password and confirm password fields do not match or if a previously used password is being attempted.
4. Enter 9999999995 as a placeholder NPI and 00000 as a placeholder license number if the user is a provider and does not currently have them. Important: The system checks that the NPI is a valid number. You must use this specific placeholder, as 9999999999 or 0000000000 will not work.
5. Fill out only the required fields to see if any non-required fields are preventing the save.
6. Select at least 1 permission and 1 clinic.
7. Clear your cache, sign out, and sign back into the WebPT EMR if you continue to experience the same caching issue and the save fails after 3 attempts.
For more information check out our Discover: Manage EMR Users.
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