If my card is on file will IMHS charge without my knowledge of what is being charged?
No, never will IMHS providers or administrative staff charge your card on file without your permission. At the beginning or the end of your session you will be asked, "is it okay to charge your card on file for todays session?" If there is a balance on our account you will be sent an email, call or text (whichever has been marked preferred) stating the charge and a statement. You will have to give permission to charge your card on file.
If I do not connect with my provider can I see another provider?
Yes, you will be allowed to see another provider if you feel a different provider would be a better fit. However because we are always trying to improve the services we offer the Clinical Director or Practice Manager may reach out to see if you have any suggestions that may be used to improve, if there were an issue that we are able to address on our end. No worries, these calls are kept confidential and used to support training and guidance for all clinical and administrative staff.
I just saw my prescriber and my medication was not at the pharmacy right after my appointment what do I do?
Due to the number of appointments in the day your provider will make sure prescriptions have been sent in prior to leaving for the day. We send prescriptions electronically and sometimes there are issues we have not been alerted too. Please check in the morning of the next day to make sure you have your prescriptions. Some people wait for the pharmacy to alert them they have a medication ready and forget themselves they never received the message. If when calling your pharmacy, your prescription(s) have not been received please contact our office immediately. You are free to call. However sending an email will be faster and we will make contact once we have seen your email and again when your prescription has been sent. You may also use the, CONTACT US! tab above to send us a message here on the website.
What if I cannot print out or complete my forms online?
No problem, you are free to come in and complete your intake forms as long as it is scheduled, you wear a mask and have not been exposed of having symptoms of COVID-19. We can also mail you the forms or leave for you on our office door during business hours.
What if I cannot use the internet or have access to a smart phone?
All sessions as virtual for the health and safety of our clients and staff. However if you have not been exposed to or had symptoms of COVID-19 you may be able to have your virtual session in the office. This is on a case by case basis and you must wear a mask and may be offered a face shield. You will also be asked to us sanitizer upon entering and we will take your temperature prior to entering the suite. Clients are set up in a different office where they can remove their mask and have their session comfortably with their provider. When your session is done you are good to go. We sanitize any used equipment prior to and after.
I have been feeling suicidal can I still see a virtual provider?
We would refer you to one of our other providers in the practice who would have the capacity to see you in office if needed and link you to one of our skilled therapist who can also support you. If we are not able to provide care that can be in office, if needed we will refer you to one of our therapeutic partners and assist you with the transition. This is to ensure you have the care you need should you require more in person sessions while we are only virtual.
I have a balance will I be able to make a payment plan?
Most definitely, we never want our clients to have to interrupt their care due to having a balance. We will work with you to get a payment plan you are comfortable with.
What if I feel my statement is incorrect?
Please examine your statement and bring to our attention any errors. We will correct immediately. There have been many waivers and changing patient responsibilities that it can be hard to keep up since COVID-19. We have been trying to even more carefully review accounts and contact insurances to make sure we are making the proper adjustments.
What happens if I have a credit on my account?
You are free to leave any credits on your account to cover any potential charges. However we do audit charts periodically and will issue a refund to the card on file. You will receive an email, text or phone call prior to any refunds being issued.
When will I be charged for a NO SHOW fee?
Based on the agreement in your intake documents you will be charged for a NO SHOW the same day as your missed appointment with your card on file. However if there is not a card on file your account will be billed and you will be sent an invoice. You are also allowed to pay over the phone a one-time charge. When making a one-time charge your card information is not saved. You are also free to visit our website to make a secure payment. Medicaid plans do not allow for charges for NO SHOWS, therefore the termination policy stated in your intake packet is strictly enforced.
When will I be charged for a late cancellation?
When cancelling less than 24 hours of your appointment you are made aware of the late cancellation fee. You will be able to have the payment deducted from your card on file at time of late cancel. Or have the charges billed to your account to be paid at your next appointment. You are also free to make the payment securely on our website prior to your next scheduled appointment. Medicaid plans do not allow for charges for late cancellation, therefore the termination policy stated in your intake packet is strictly enforced.
No, never will IMHS providers or administrative staff charge your card on file without your permission. At the beginning or the end of your session you will be asked, "is it okay to charge your card on file for todays session?" If there is a balance on our account you will be sent an email, call or text (whichever has been marked preferred) stating the charge and a statement. You will have to give permission to charge your card on file.
If I do not connect with my provider can I see another provider?
Yes, you will be allowed to see another provider if you feel a different provider would be a better fit. However because we are always trying to improve the services we offer the Clinical Director or Practice Manager may reach out to see if you have any suggestions that may be used to improve, if there were an issue that we are able to address on our end. No worries, these calls are kept confidential and used to support training and guidance for all clinical and administrative staff.
I just saw my prescriber and my medication was not at the pharmacy right after my appointment what do I do?
Due to the number of appointments in the day your provider will make sure prescriptions have been sent in prior to leaving for the day. We send prescriptions electronically and sometimes there are issues we have not been alerted too. Please check in the morning of the next day to make sure you have your prescriptions. Some people wait for the pharmacy to alert them they have a medication ready and forget themselves they never received the message. If when calling your pharmacy, your prescription(s) have not been received please contact our office immediately. You are free to call. However sending an email will be faster and we will make contact once we have seen your email and again when your prescription has been sent. You may also use the, CONTACT US! tab above to send us a message here on the website.
What if I cannot print out or complete my forms online?
No problem, you are free to come in and complete your intake forms as long as it is scheduled, you wear a mask and have not been exposed of having symptoms of COVID-19. We can also mail you the forms or leave for you on our office door during business hours.
What if I cannot use the internet or have access to a smart phone?
All sessions as virtual for the health and safety of our clients and staff. However if you have not been exposed to or had symptoms of COVID-19 you may be able to have your virtual session in the office. This is on a case by case basis and you must wear a mask and may be offered a face shield. You will also be asked to us sanitizer upon entering and we will take your temperature prior to entering the suite. Clients are set up in a different office where they can remove their mask and have their session comfortably with their provider. When your session is done you are good to go. We sanitize any used equipment prior to and after.
I have been feeling suicidal can I still see a virtual provider?
We would refer you to one of our other providers in the practice who would have the capacity to see you in office if needed and link you to one of our skilled therapist who can also support you. If we are not able to provide care that can be in office, if needed we will refer you to one of our therapeutic partners and assist you with the transition. This is to ensure you have the care you need should you require more in person sessions while we are only virtual.
I have a balance will I be able to make a payment plan?
Most definitely, we never want our clients to have to interrupt their care due to having a balance. We will work with you to get a payment plan you are comfortable with.
What if I feel my statement is incorrect?
Please examine your statement and bring to our attention any errors. We will correct immediately. There have been many waivers and changing patient responsibilities that it can be hard to keep up since COVID-19. We have been trying to even more carefully review accounts and contact insurances to make sure we are making the proper adjustments.
What happens if I have a credit on my account?
You are free to leave any credits on your account to cover any potential charges. However we do audit charts periodically and will issue a refund to the card on file. You will receive an email, text or phone call prior to any refunds being issued.
When will I be charged for a NO SHOW fee?
Based on the agreement in your intake documents you will be charged for a NO SHOW the same day as your missed appointment with your card on file. However if there is not a card on file your account will be billed and you will be sent an invoice. You are also allowed to pay over the phone a one-time charge. When making a one-time charge your card information is not saved. You are also free to visit our website to make a secure payment. Medicaid plans do not allow for charges for NO SHOWS, therefore the termination policy stated in your intake packet is strictly enforced.
When will I be charged for a late cancellation?
When cancelling less than 24 hours of your appointment you are made aware of the late cancellation fee. You will be able to have the payment deducted from your card on file at time of late cancel. Or have the charges billed to your account to be paid at your next appointment. You are also free to make the payment securely on our website prior to your next scheduled appointment. Medicaid plans do not allow for charges for late cancellation, therefore the termination policy stated in your intake packet is strictly enforced.
