Frequently asked questions

Harbor integrates an AI receptionist, clinical draft assistance, and automated safety screening. Clinicians review clinical drafts before adoption; routine administrative interactions can be delivered automatically. Optional AI preferences do not disable the receptionist or safety screening. Screening can miss concerns and does not guarantee delivery or response.

TherapyNotes and SimplePractice are mature EHRs with strong feature sets and large customer bases. They've added AI note-taking as a paid add-on ($35-40/month extra). Harbor's AI is included in the base price and integrated end-to-end.

Yes, for the practice-managed billing path: Harbor generates Stedi-compliant 837P claims, submits them to payers, tracks 277CA acknowledgments, and posts 835 ERA payments to invoices. Your therapist is the rendering provider; your practice is the billing provider. We don't take a cut of revenue.

What we don't do: we are NOT a payer network. We don't aggregate clinicians under our Tax ID. If you want someone else to be the billing entity and to credential you on insurance panels, a network is a better fit than an EHR — including ours.

No. Credentialing is its own industry with specialist services and independent credentialers who do nothing else. Harbor assumes you're already credentialed (or self-pay) and gives you the software side: the EHR, the AI receptionist, the patient portal, the billing pipeline. If you need paneling, pair us with a credentialing service.

Yes. Harbor is a HIPAA Business Associate; we sign a BAA with every practice on signup. BAAs are executed with AWS (cloud + AI), Paubox (email), Stedi (eligibility/claims), and the voice/SMS transport stack (SignalWire and Retell). Data is encrypted in transit (TLS 1.2+) and at rest (AWS KMS). MFA is required for all clinician accounts (authenticator-app one-time codes). Every action is audit-logged immutably and retained for 7 years — HIPAA documentation and clinical-record retention are separate requirements; clinical records follow the applicable state and licensing-board rules. Current BAA status is on the HIPAA page.

You own it. On cancellation you get a 90-day window to export everything via the dashboard's data-export tools. Your records remain accessible through the patient portal during that window so you can transition cleanly. After that, records are held in a sealed archive that only a patient request or a court order can reach. How long they must be held is set by your own state and licensing board, not by Harbor — retention periods differ by state and are usually longer for minors, so check the rule that applies to your practice. Harbor holds records for at least as long as the applicable period and does not delete them out from under you.

We import from CSV today (basic patient demographics + insurance + contact info). Direct EHR-to-EHR migration is on the roadmap but requires custom work per source — contact us during onboarding and we'll scope it. For most practices the CSV path covers 90% of what they need; clinical history typically stays in the previous EHR's archive.

With your direction, Harbor's AI drafts notes from your post-session brief or clinician dictation, drafts treatment plans from intake data, drafts portal-message replies, suggests billing codes (ICD-10 and CPT), summarizes call recordings, and flags risk indicators so they reach you in time. You review and approve everything before it enters a chart or reaches a patient. The AI never sends a note, posts a reply, or makes a clinical decision on its own.

Yes. Every patient can opt out of AI processing of their record. When a patient opts out, Harbor stops running AI on their PHI: their notes are written manually, their portal replies are written manually, their record is not included in any per-practice AI tuning. Opt-out doesn't affect their care; the clinician adapts the workflow.

Onboarding is managed for you. Our team provisions your phone number, configures your receptionist, and connects your calendar — you do not configure the platform.

What we ask from you is roughly 30 minutes of practice detail: hours, your receptionist greeting, insurance carriers accepted, and your credentials and licensing board. Compliance Settings — which populate your jurisdiction’s variables on patient-facing legal documents — take about another 15 minutes. Your go-live date is confirmed with you during onboarding.

Medicare and Medicaid claim submission requires confirmation for your specific payer, clinician enrollment, and service. Before relying on Harbor for these claims, work with Harbor and your biller to verify the complete submission and remittance workflow. Scheduling and EHR access alone do not establish payer readiness.

Confirm availability for your practice state with Harbor during onboarding. Harbor is not currently accepting new practices in Washington or Nevada. State-specific consent and telehealth documents must be configured and reviewed before use.

Yes. Ellie (the AI receptionist) has direct access to your Google Calendar after OAuth. She offers your real availability, books the slot, sends the patient a confirmation, and emails you a summary. She handles new-patient intake (collects name, DOB, insurance, presenting concern) and sends the PHQ-9 and GAD-7 to complete after the call. Ellie is instructed to offer crisis resources when she recognizes concerning language and may attempt a configured transfer with the caller’s agreement. Call-transcript screening runs after the call ends. Detection, connection, alert delivery, and response are not guaranteed. Harbor is not an emergency service and does not replace 988, 911, or clinical judgment.

SMS reminders use non-PHI message text only (e.g. “Reminder: appointment tomorrow at 2pm with your therapist” — no diagnosis, no clinical detail). Patients must opt in; STOP / START / HELP are handled per FCC TCPA rules. The SignalWire BAA covering the voice and SMS transport is executed. As a design choice, SMS reminders still carry non-PHI text only, with anything sensitive delivered by secure email (Paubox).

Solo is $99/mo for one clinician. That is the price — not an introductory rate, and it does not expire. Group practices are $149/mo per clinician with no base fee; practices with 25 clinicians or more are quoted individually. Groups sign up through checkout with their clinician count, or book a call first if they prefer. No setup fee, no per-patient charges, no per-call charges. Includes everything — AI receptionist, EHR, patient portal, billing, intake screening, crisis detection, telehealth, audit dashboards. Monthly billing via Stripe.

Your first 30 days are free. We take your card at checkout to start the subscription but charge nothing until day 31, and you can cancel from your dashboard before then at no cost. After that first charge, a 30-day money-back guarantee on your first paid subscription; after that, cancel any time end-of-period with no refund for a partial month. Existing signed pilot agreements retain their agreed trial and pricing terms.

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