Frequently Asked Questions

We offer both in-person and telehealth sessions for Texas residents. Our in-person location is in Lubbock, TX, and is by appointment only.

We're glad you're taking the first step! To ensure a smooth intake and insurance verification process, please follow these steps carefully.

Step 1: Request Your Initial Consultation & Complete Pre-Screening

Book Online: Use the Request Appointment button to request your first appointment time.

Complete Questionnaire: Immediately after requesting an appointment, you'll receive an email with a Pre-Screening Questionnaire — please complete it right away so we can confirm fit.

Step 2: Receive and Complete Intake Paperwork

If your pre-screen is accepted, you will receive Intake Paperwork and Consents via email.

72-Hour Deadline: Complete all paperwork at least 72 hours (3 days) before your scheduled first visit to allow accurate insurance verification.

Step 3: Provide Payment Information

A valid card must be saved on file in your client portal before your booking can be confirmed. This card is used for co-pays, deductibles, or self-pay fees.

Step 4: Booking Confirmation

Once ALL intake tasks are complete and a card is on file, your initial booking request will be officially confirmed.

Note: If paperwork and payment details are not completed by the 72-hour deadline, your appointment may be automatically canceled as insurance verification cannot be guaranteed.

Yes. We currently accept Aetna, Cigna (and Evernorth), and Optum insurance and their subsidiaries.

Common Out-of-Pocket and Out-of-Network fees:

• Initial Psychiatry Evaluation, 60–90 minutes: $300–$350

• Follow-Up Visit, 15–30 minutes: $100–$200

• Follow-Up Visit with Extended Management/Therapy, 35–60 minutes: $150–$250

• Document/Letter Writing (lengthy/complex): $50 per 15 minutes

• Late Cancellation: $25–$50

• No Show Fee: $100–$200

Benefit Verification is the first step. When you become a client, we collect your insurance information and verify benefits for outpatient mental health services.

We utilize a service through Alma to verify benefits. If you didn't find us via Alma initially, we'll enter your information in Alma to begin verification.

This determines your deductible, co-pay, co-insurance, and any pre-authorization needs. We'll share an estimated out-of-pocket cost before your first session (note: estimates are not guarantees of coverage).

Deductible: Fixed amount you pay each year before insurance starts paying for covered services.

Co-pay: Fixed dollar amount due at each visit (e.g., $25), even if your deductible has been met.

Co-insurance: Percentage of the cost you pay after your deductible is met (e.g., your plan pays 80%, you pay 20% of the allowed amount).

All payments (co-pays, deductibles, or full self-pay fees) are due at the time of service. Your card on file will be charged the day of your appointment.

We accept ACH transfers, Zelle, and credit/debit cards, and may accept HSA/FSA cards. A payment method on file is required in our secure system.

If we are In-Network:

1) You pay your co-pay or deductible portion at time of service.

2) We submit the claim to your insurer.

3) The insurer processes the claim, pays their portion, and issues an EOB (Explanation of Benefits).

4) If a remaining balance is determined (e.g., deductible), we'll invoice you for that amount.

If we are Out-of-Network:

1) You pay our full session fee upfront at the time of service.

2) We provide a Superbill (an itemized receipt with codes).

3) You submit the superbill and your insurer’s claim form directly to your insurance company.

4) The insurer processes and sends any eligible reimbursement directly to you.

An EOB is a statement from your insurer after a claim is processed. It is not a bill.

It explains the total amount billed, the allowed amount, what the plan paid, and what you owe (deductible, co-pay, co-insurance).

We do not offer a formal sliding scale. We maintain fixed cash and insurance rates in order to provide specialized, consistent, high-quality care.

We can help identify options that may reduce costs (see below).

• Utilize Your Insurance Benefits: Contact your insurer to confirm outpatient mental health benefits; in-network care typically reduces costs.

• Out-of-Network Reimbursement: If out-of-network, you may receive partial reimbursement using a superbill (often 50%–80%, depending on plan).

• HSA/FSA: Our services are typically eligible for HSA/FSA funds.

• Community Resources: Local mental health centers, teaching clinics, or university programs may offer sliding scale options.

We accept Aetna, Cigna, and Optum. Other insurers would be considered Out-of-Network.

With Out-of-Network service, you can pay out of pocket, request a superbill, and submit it to your insurer for possible reimbursement.

Important: A superbill does not guarantee reimbursement. Contact your insurer prior to your first session to understand your benefits.

We accept the following payment methods:

• ACH Bank transfer

• American Express

• Discover

• Mastercard

• Visa

• Zelle

A superbill is a detailed, itemized receipt formatted for insurers, containing the documentation and standardized codes needed to process an out-of-network claim.

1) Pay your provider (out-of-network services are paid in full at time of service).

2) Request the superbill from our staff or through your patient portal.

3) Submit the claim to your insurer:

• Obtain your insurer’s Out-of-Network Claim Form (via member services or portal).

• Attach the superbill and submit via the insurer’s portal or by mail.

4) Receive reimbursement directly from your insurance per your out-of-network benefits.

Visit frequency is personalized based on stability and needs.

Situations that may require frequent visits: new/complex medications, severe or changing symptoms, post-hospitalization follow-up, co-occurring conditions, and the perinatal period.

Starting treatment/dose change/high risk/severe symptoms: weekly to every 4 weeks for the first month.

Stable symptoms (continuation): typically monthly up to every 3 months.

Long-term maintenance: typically every 6 to 12 months (minimum to continue refills and ensure long-term wellness).

You may cancel or reschedule up to 1 business day (24 business hours) before your appointment without a fee.

If you need to switch an in-person visit to telehealth within 24 hours, adjustments can be made. Otherwise, late cancellation or no-show fees may apply.

New Patient Late Cancellation Fee: $50. New Patient No Show Fee: $200. Established Patient Late Cancellation Fee: $25. Established Patient No Show Fee: $100.

Initial visit: 60 to 90 minutes.

Follow-up: typically 30 minutes. Extended visits are available. Based on needs, some more frequent check-ins may be around 15 minutes.

If you are experiencing a life-threatening mental health emergency, do not wait for a return call.

Call or text 988 (Suicide & Crisis Lifeline) or go to the nearest emergency room.

Additional resources:

• Blackline: 1-800-604-5841 (prioritizing BIPOC)

• Trans Lifeline: 1-877-565-8860 (US)

• DeafLEAD Crisis Line: 321-800-3323 (video phone)