October 2025

We’re excited to share another round of updates in Doulado designed to make your workflow smoother, more flexible, and easier to manage. From enhancements to client journeys and claims management to new technical and resource tracking features, these updates give you more control over client communications, appointments, insurance, and billing. You’ll also notice improvements to booking management, notifications, and document tracking, plus additional tools to keep your client data organized and secure. Below, we’ve highlighted all of the updates and how they can help simplify your day-to-day work.


#1 Client Journey Enhancements


  • Allowing Duplicate Emails: Previously, adding a client email already linked to an existing profile could trigger an error or require a “Request Access,” creating confusion and extra steps when setting up new clients.

    Now, duplicate emails are allowed as long as only one profile has an active portal login. If a client portal is enabled for an email already linked to an existing login, the client will receive a request to merge profiles, giving them access to multiple journeys within a single portal and keeping everything consistent.

    When enabling a client portal for an email that already has access, you’ll see a confirmation screen. The client will receive an email, like the example below, and an agreement explaining what merging their profiles will do.

  • Sending Invoices to Multiple People: You can now send invoices to multiple recipients, not just the primary client. When sending an invoice, simply select the “Send All” option to deliver the invoice to both the client’s main email and any associated contact emails. If you choose this option, automated reminders will also be sent to all selected recipients.

  • Labels Column on Client Profile: Previously, journey labels were visible to clients within their profile if they had client portal access. Now, you can use internal or sensitive labels that stay hidden from clients, giving you more flexibility and control.
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After

#2 Claims Notifications


  • ERA Notifications: ERA emails have now been updated to include more information! These emails will now include paid and/or denied counts in the notification as well.


  • Show Claim IDs: When claims are denied, troubleshooting with payers can be challenging if providers don’t have access to the clearinghouse claim ID or number. Previously, this required contacting our support team to retrieve the information, causing delays. These internal claim IDs will now automatically appear in your claim’s “Events” log, making it easier to identify and resolve issues directly.


  • Internal Notes on Claims: You can now add personal notes to individual claims directly from the Claims menu. Use the new Notes button to record details such as claim status, payment updates, or any other important information. Notes can be edited or updated at any time for your convenience.

  • Claim Date Specificity and Consistency: The previous “Date” column in the claims table has been updated to “Service Date” for greater clarity. This change removes ambiguity about what the date represents (e.g., created, submitted, or service date) and ensures that exported claim data is now more accurate and clearly labeled.


#3 Technical Updates


  • Adding 2FA: SMS / Authenticator: To enhance security while keeping access simple, Doulado now supports additional two-factor authentication (2FA) methods when logging in.

    You can now choose from the following options:

    • Email (current method)
    • Text message (SMS)
    • Authenticator app

When your next authentication is prompted (every 30 days per device), you’ll be able to select your preferred method, which will then be used for future logins. If you need any help setting this up, our support team is happy to assist.


  • Client Name in Synced Google Events: Previously, when syncing client events to your personal Google Calendar, only the event title appeared—without the associated client’s name. This made it difficult to identify which client each event belonged to. This has now been resolved: synced events will include the client’s name for easier tracking and organization.

#4 File and Form Updates


  • Resource Accessed Indicator: You can now see whether a client has viewed a shared document or resource. This update makes it easier to track client engagement with shared materials. A view status marker appears at the bottom right of each file in the client’s journey:
    • Red – The file has been shared to the client portal but not yet viewed.
    • Green – The file has been viewed by the client.

  • Show Lead Form: You can now see which lead form a client used when submitting an inquiry. The title of the lead form will appear in the timeline section of the client’s journey, making it easier to track where each lead came from. Email notifications will also include the lead form title for quick reference.

  • Clickable Link in Invoice PDF: Invoice notes now support clickable links! You can format text in the invoice notes and use the link button to turn text into a clickable URL, allowing clients to easily navigate to external websites directly from the PDF. You can also format and save "invoice note templates" in your Saved Text icon at the top right of your screen, next to reminders!


#5 Appointment Changes


  • Constrain Multi-Event Booking: We’ve added new backend safeguards to help manage event bookings more effectively. Previously, multiple events could be booked in the same timeslot without restriction. Now, the system will:
    1. Check timeslot capacity at the time of booking to prevent exceeding the maximum allowed events.
    2. And restrict bookings to one per day.

  • Appointment Reminder Settings: Appointment reminders are now more flexible! Providers can customize when reminders are sent for upcoming events by setting their preferred notification timing. By default, these reminders go out 24 hours ahead of a scheduled visit, but that timing can now be adjusted in your Calendar Settings under Business, where you can choose the number of hours in advance to send reminders.

  • Description on Appointment Templates: Preset appointment templates now include a dedicated description field. You can create or edit preset templates to add a custom description for that appointment type, which will automatically appear in the "description" of a visit scheduled using that preset.  The description is visible to a client, and can include helpful information or details they may need to know surrounding that type of visit.

  • Virtual Event with Link: You can now either add a physical address or a link as the location when creating a new visit, making it easy to include a clickable meeting link for clients to join remotely if you are hosting a meeting outside of Doulado’s telehealth video room. In the Location section, simply check the “Meeting Link” box, and this will replace the address field with a text box where you can paste your meeting URL.  You can share any type of meeting room link here, and it will be clickable from the event summary the client receives.  If you are using Doulado's telehealth for your virtual call, simply typing "Video Room" in the location space will help the clients identify how to join!


#6 Misc. Changes


  • Remitter Flags: We’ve added two new settings for each insurance payer (remitter) to give you more control over how they appear and function in your system. You can manage these settings in your Claims Dashboard by clicking on a payer.
  1.  Include in Lead Forms: When this option is ON (default/green), the payer will appear in the insurance dropdown on your lead form. Turn this OFF (white) if you don’t want clients selecting that insurance when submitting a lead, such as a payer you don’t usually accept. You can still add it manually later if needed. (You may use this to hide non-contracted payers from lead form options, but still have them in your dashboard if you need to submit claims for denial.)
  2. Allow Eligibility Checks: When this option is ON (default/green), automated eligibility checks will run for that payer (as long as your global eligibility setting is also ON under "Client Settings"). Turn this OFF (white) if you don’t want automatic eligibility checks for that payer—for example, if you list them for reference only and bill a different insurance instead.

In short: You can now choose which payers show up as options on your lead form and which ones are included in automatic eligibility checks—giving you more flexibility and control over your insurance setup.


  • Insurance Expiration Alerts: The system now compares each client’s due date with their insurance expiration date to help you identify potential coverage issues in advance. This makes it easy to spot and address upcoming insurance expirations before they affect care or billing. A new error icon will appear for clients whose insurance is:
    1. Expired already
    2. Expiring soon (within 30 days)
    3. Expiring before their due date

The expiration date for coverage (if any) can be set manually in the insurance record!


Tasks in the works:

  • Paperwork forms mapping to the client profile
  • Create invoices from appointments
  • Checklist notifications!
  • Customizing SMS Opt-in message
  • and more!