Patient Support & Help Hub
If there is a medical emergency, dial 911 or your crisis line
Austin: 512-472-HELP | Dallas: 214-828-1000 | Houston: 713-970-7000 | San Antonio: 210-223-SAFE
Before Your Intake (First Appointment)
If you are a newly booked patient, welcome!! We are so happy you have found us and are excited to be part of your personal journey in achieving balance, health and wellbeing.
By now, your New Patient Specialist will have sent you a Welcome e-mail with intake appointment confirmation details, session cost estimates, and other policies (including our flat $100 fee for a no-show or late cancellation).
At this point, the most important thing for you to complete are your pre-intake patient forms. Our clinicians need these forms in advance of our first appointment, so they are properly prepared for your session. While your clinician prefers to have these completed several days in advance, all forms must be completed at least 24 hours prior to your intake session to avoid cancellation and the need for rescheduling. If we need to reschedule because you did not complete ALL your forms, you will be responsible for a $100 rescheduling fee.
You can complete these forms via our Patient Portal which is easily accessible by clicking the ‘Patient Online Portal’ button at the top of our home page. You received access to this via e-mail shortly after you completed your booking with your New Patient Specialist. Searching your e-mail for a message from [email protected] may help you locate the link to login to the system.
Should you have a need to reschedule your intake, it is best to contact your New Patient Specialist directly or contact that team at: 972-588-4522.
Frequently Asked Questions
Q – Where is my appointment held?
A: If you were booked for an online session, the unique link to attend the session will be sent via text and email prior to the session. If not, please contact our Patient Experience team at (512) 469-0889. If you were booked for an in-person session, your appointment will be held at the office where your clinician is based.
Q: What are your hours of operation?
A: Our standard hours of operation vary based on location. However, many of our therapists offer flexible hours, including evenings and weekends.
Q: How do I know which therapist is right for me?
A: We recommend browsing our therapists’ profiles on our website to get a sense of their specialties and approaches. If you’re still unsure, contact us for a recommendation or book a consultation.
Q: What can I expect during a therapy session?
A: During a therapy session, you can expect a safe, nonjudgmental space to discuss your thoughts and feelings. Your therapist will work with you to identify your goals and develop a personalized treatment plan.
Q: How long is a therapy session?
A: Standard therapy sessions last 50 minutes, but we also offer extended sessions based on your needs and therapist availability.
Q: How often should I attend therapy?
A: The frequency of therapy sessions varies based on individual needs. Many clients start with weekly sessions and adjust as needed. Your therapist will work with you to determine the best schedule.
Q: Can I change therapists if I don’t feel a connection?
A: Absolutely. Finding the right therapist is important for effective therapy. If you feel that your current therapist isn’t the right fit, you can request a change. It is not uncommon for a patient to try a second or even a third therapist – let our New Patient team know (or call the specialist directly who initially booked you), and they can help reschedule you with a new clinician.
Q: Is therapy confidential?
A: Yes, therapy is confidential. We follow strict ethical guidelines and laws to protect your privacy. There are rare exceptions, such as if there is a risk of harm to yourself or others.
Q: How do you protect my privacy?
A: We follow all HIPAA guidelines and use secure systems for communication and record-keeping to ensure your information is protected.
Q: I need to fax a document, what number should I use?
A: Use this fax number for 866-653-5142: records requests, patient referrals, or insurance company documentation.
Q: Who can I contact if I have feedback?
A: Email us at [email protected]
Scheduling or Rescheduling
If you are an established patient trying to reschedule or cancel your session, please contact your provider directly. If you do not hear back from your provider within two business days, please call our Patient Experience Support team at 512-469-0889. Please remember that sessions that are canceled late (within 48 hours of the session) or not attended (no-show) are billed at the flat rate of $100.
If forms are not completed by 24 hrs prior to an intake, your clinician may require we cancel and reschedule your appointment, in which case you would also be responsible for the $100 cancellation fee.
Insurance Related Questions
Our mission to improve access to quality and affordable mental health in Texas is greatly supported by our efforts to accept commercial insurance. We are contracted with most major insurance carriers, who have negotiated competitive rates and other terms on your behalf as their members. Chances are, if you are in Texas and are looking for a mental health professional that accepts insurance, you’ve come to the right place. We are glad to be able to give access to therapy and psychiatry for people who want to use their insurance, especially in a state that lacks adequate access to care.
The vast majority of our providers are able to see clients who are covered by insurance. Each of our providers may be on different insurance panels, based on their areas of service, credentialing and licensure status, and other factors. Moreover, negotiated rates may vary based on geographic location, again depending on the insurance carrier.
Understanding insurance requires an appreciation first for what we have contracted with each insurance company, and how that varies. And then you need to understand what you are responsible for as the patient, which depends on several factors but mostly on the design of your plan.
After our clinicians provide services, we submit specific codes that are standard across the medical field. For example:
| Service Description | CPT Code |
| Initial Diagnostic Evaluation | 90791 |
| Psychotherapy, 38-52 minutes | 90834 |
| Psychotherapy, > 53 minutes | 90837 |
| Group Psychotherapy | 90853 |
*not a complete list of all potential CPT codes utilized
Our negotiated rate with each insurance company will vary in general, and for various licenses of providers (i.e., PhD/PsyD are higher than LPC/LCSW clinicians) and in some cases by geography (i.e., Dallas and Austin may differ).
After our clinicians provide services, we submit appropriate charges to the insurance company based on the negotiated rates, which are driven by the above factors.
The patient’s portion of the charge depends on the specific plan they have with the insurance carrier, and this too will vary.
Certain plans simply require a set amount the patient is responsible each visit, which is what is referred to as a co-pay. In this case, we bill our patients for the co-pay and receive the rest of the negotiated rate directly from the insurance company.
Other plans require patients meet certain deductible thresholds before they begin paying any portion of a patient’s medical care. Once deductibles are met, you may then be subject to either a flat co-pay amount or simply a % of future fees, which is generally referred to as co-insurance. It is important to note that deductibles apply to all medical charges, which we do not have direct access to monitor. Our billing team does its best to monitor whether our patients are close to meeting their deductibles, so as to bill the insurance company its portion of the charge.
If your insurance changes for any reason, it is important for you to reach out to us as soon as possible. Your employer could switch plans or plan-design mid-year. You may have had a qualifying life event that allows you to change plans. Perhaps your employment status has changed. Or you may be aware that your deductible has reset and needs to be reflected in what we bill you versus your insurance company. We do our best to proactively monitor, but we do not have the same information that you do relative to your insurance coverage, which is why we stress that the total fees we have negotiated with your insurance company are the patient’s responsibility. The best way to avoid surprise charges is to communicate with us, so we can partner with you to be as transparent as possible and find the best solution for your mental health needs regardless of your changing insurance status.
I Have Another Question or Request and Need a Response
Of course! We want to be as responsive as possible as seamlessly as we can. In order to expedite that, it is extremely helpful to capture a little information up, so our technology workflows connect you with the right department and allow them to gather background to best support you. Please fill out this form, so we can get right back to you with as little disruption to your day as possible.
We understand that some questions just can’t wait – if your matter is particularly urgent, please call 512-469-0889 and follow the prompts.