Make MoneyGrow through retention
The Client Portal is a secure, client-facing interface where active clients and their guardians can view upcoming appointments, access resources shared by their care team, and manage their account details. The portal is designed with a trauma-informed approach — clean, calm, and focused on what the client needs, with no exposure to practice-level data or administrative features.
Why a client portal drives revenue
Client engagement is the strongest predictor of retention. Clients who feel connected to their care journey between sessions are significantly less likely to drop off. The portal creates a persistent touchpoint that keeps clients engaged without requiring additional clinical time.
Reduced no-shows, lower client attrition, and increased session completion rates all translate directly to revenue. The best source of new revenue is the client who stays.
What clients see
Appointments
Upcoming and past appointments with date, time, provider name, and appointment type. Clients can see their schedule without needing to call the office. No clinical notes or session details are visible — only the appointment metadata.
Shared resources
Documents, worksheets, and educational materials shared by the client's care team through the Resource Library. Resources appear in the portal as downloadable files organized by category. Only resources explicitly shared with the client are visible.
Account details
Contact information, emergency contacts, and account preferences. Clients can update their phone number, email, and address directly from the portal without needing to contact the office.
Portal architecture
The Client Portal is completely isolated from the staff-facing application:
Separate authentication— Portal users authenticate via the client_users table, completely separate from staff accounts. A client cannot access any staff routes.
Isolated routes— All portal pages live under/portal/*. Staff users attempting to access portal routes are redirected to the staff dashboard. Client users cannot access any non-portal routes.
Data isolation— Portal queries are scoped to the individual client. A client can only see their own appointments, their own shared resources, and their own account information. There is no way to access another client's data or any practice-level information.
How to invite clients
Client invitations are managed from Portal Settings in the sidebar:
1. Send invitation
From Portal Settings, enter the client's email address and click Invite. CareIncite sends an email with a link to create their portal account.
2. Client creates account
The client clicks the invitation link and sets up their password. They are guided through a simple onboarding flow to verify their identity and complete their profile.
3. Portal access active
Once the account is created, the client can log in at any time to view their appointments and resources. The portal URL is /portal/login.
Who manages the portal
Portal Settings (/portal-settings) is accessible only to ceo and admin roles. The Resource Library (/resource-library), which controls what resources are shared with portal users, is accessible to ceo, admin, and support_staff roles.
HIPAA Compliance
The Client Portal is designed with HIPAA compliance at every layer. Client authentication is isolated from staff authentication. All data access is scoped by Row-Level Security to the individual client. No clinical notes, billing data, or protected health information beyond appointment metadata is exposed in the portal.
