Frequently Asked Questions
Getting Started
01What services do you offer?
We provide outpatient mental health counseling services in Wisconsin both in-person and via telehealth. In Florida, services are offered via telehealth only.
We also have a psychologist on staff who provides psychoeducational assessments.
02How do I get started with therapy?
Please click the “Book Appointment” button at the top of the page to complete our new client inquiry form. If we have an appropriate opening, you can expect to hear from us within 1-4 business days.
If you do not receive a response within that time frame, it likely means we do not currently have a suitable opening available. You are welcome to follow up or submit a new inquiry in the future.
03What ages do you work with?
All of our providers work with adults. We also have multiple clinicians who work with children and adolescents, with services available starting at age 5 and up. We do not provide services for children under age 5.
Because each therapist’s age range varies, we recommend reviewing individual provider bios on the “Our Therapists” page for specific age information.
04Do you treat all mental health conditions?
Our therapists have a range of specialties and areas of focus, but we are not able to provide care for every condition or level of need.
We carefully review each inquiry to ensure we are able to match clients with a provider who has the appropriate training, experience, and areas of focus. Our goal is to ensure every client receives the most appropriate and effective care.
In some cases, we may not be the best fit if your needs fall outside of our scope of practice or areas of specialization. You can review our provider bios on the “Our Therapists” page to learn more about each clinician’s areas of focus.
05How do I know which therapist is right for me?
You can review our therapist bios on the “Our Therapists” page to learn more about each provider’s modalities and areas of focus. If you have a preference for a specific therapist, you can note this on your inquiry form, and we will do our best to accommodate it when possible.
If you’re unsure, our Client Care Coordinators will review your needs and match you with a provider who has experience supporting your areas of concern and has current availability, along with insurance compatibility.
06Can I switch therapists if it’s not a good fit?
Yes. If you feel your therapist is not the right fit, you are welcome to reach out to request a different provider.
We will do our best to accommodate this based on therapist availability, insurance coverage, and clinical fit for your needs.
Scheduling & Appointments
01How often will I meet with my therapist?
Many clients meet with their therapist once per week or once every other week. Some clients may meet less frequently, depending on their needs and treatment plan. This is something you and your therapist will decide together.
If you are using insurance, the number or frequency of sessions covered may vary depending on your plan, so we recommend confirming your benefits directly with your insurance provider.
02How long are sessions?
Sessions are 53 minutes in length.
To help ensure sessions run smoothly and you receive the full benefit of your time, please arrive on time for your scheduled appointment.
03Can I request a recurring appointment time?
When you begin services, our Client Care Coordinators will help you schedule your first appointment. After that, you may discuss the option of a recurring appointment time with your therapist, if they are able to accommodate a consistent day and time that will work for you.
After your first session, you will also have access to your therapist’s availability through our secure client portal, where you can self-schedule appointments as needed. Recurring appointments are not required, and scheduling is flexible based on availability.
04What if I need to cancel or reschedule? Is there a cancellation fee?
We require at least 24 hours’ notice for all cancellations or reschedules. Appointments can be easily managed through our secure client portal. We also send automated text and email reminders to help clients stay on track with upcoming appointments.
Appointments cancelled or rescheduled with less than 24 hours’ notice, as well as missed appointments (no-shows), will incur a fee.
This policy helps us respect our providers’ time and allows appointment times to be offered to other clients.
05Do you have a late arrival policy?
Yes. If you arrive late to your scheduled session, your therapist will wait up to 15 minutes.
If you have not joined within 15 minutes of your scheduled start time, the appointment will be considered a no-show, and the full late cancellation/no-show fee will apply. This helps ensure that session time is used effectively and fairly for all clients.
06Can I book appointments online?
Yes. After your first appointment, you will be able to view your therapist’s availability and schedule appointments directly through our secure client portal.
Insurance & Payments
01Do you accept insurance?
Yes. Our therapists who provide counseling services accept insurance. Please note that our psychologist’s psychoeducational assessment services are self-pay only.
Insurance coverage varies by location and provider. We are in-network with different insurance plans depending on the state and clinician. Because of this, not all therapists are in-network with all insurance plans listed on our “Insurance & Billing” page.
After you submit a new client inquiry form, our Client Care Coordinators will review your insurance information and let you know whether we have an in-network provider available.
02How do I know if my insurance is in-network?
We will let you know if the therapist we match you with is in-network with your insurance plan. However, insurance plans can vary widely even within the same insurance company, and coverage is not guaranteed. We do not determine insurance benefits or coverage details. It is your responsibility to know your coverage and out-of-pocket costs.
We strongly recommend contacting your insurance provider’s Member Services to confirm your outpatient mental health benefits. You will want to ask about:
– Your cost per session for: copays, deductible, and/or coinsurance
– Coverage for outpatient mental health counseling
– Telehealth coverage (if applicable)
03What if you don’t accept my insurance?
We offer a self-pay option for clients who are uninsured or out-of-network.
If your plan includes out-of-network benefits, we can provide a superbill upon request. A superbill is a detailed receipt that you can submit to your insurance company for potential reimbursement.
Please note that we are not involved in the reimbursement process. We do not submit out-of-network claims on your behalf or communicate with your insurance provider. It is your responsibility to verify your plan’s reimbursement policies and procedures.
04When will I be charged for sessions?
For self-pay clients, your card on file will be charged within 1-3 business days after each session.
If you are using insurance, we submit a claim to your insurance provider typically within 1-3 business days after each session. Insurance processing generally takes 2-4 weeks. Once your insurance processes the claim, they will determine any out-of-pocket costs such as copays, deductibles, or coinsurance. Any remaining balance will then be charged to your card on file at that time.
05What is a deductible / copay / coinsurance?
A copay is a fixed amount you pay for each session (for example, $20 per visit).
A deductible is the amount you must pay out of pocket before your insurance begins to share the cost of services. Until your deductible is met, you are responsible for the insurance “allowed rate” for each session. The allowed rate is the amount your insurance company determines the service is worth, and it varies by insurance plan.
Once your deductible is met, your insurance may begin covering services in part or in full, depending on your plan. If services are not covered in full after your deductible has been met, you would be responsible for either a copay or coinsurance.
Coinsurance is the percentage of the allowed rate you are responsible for after your deductible has been met (for example, insurance may cover 80% and you would be responsible for 20%).
These amounts vary depending on your insurance plan.
Parent/Minors
01Can parents attend sessions?
Yes. We require that at least one parent or legal guardian attend the first session for all clients under the age of 18.
In some cases, a parent or legal guardian may also be asked to attend additional portions of future sessions. Your therapist will discuss this with you directly during the first appointment if this is recommended.
02Do all parents or legal guardians need to consent to services?
Yes. All parents and/or legal guardians must be informed of and consent to a minor receiving counseling services.
03Can I schedule a parent-only session?
Yes. Parents may schedule a parent-only session with their child’s therapist to discuss their child’s care.
Parents may also join part of their child’s session (typically about 10-15 minutes at the beginning or end) for a brief check-in with the therapist if needed.
04How do parents/guardians communicate about minor clients?
Parents or guardians are encouraged to discuss updates or concerns during the first or last portion of their child’s session or by scheduling a dedicated parent-only session.
Parent-only sessions are considered part of the client’s clinical care and are billed as a standard session (either through insurance or self-pay).
Therapists do not provide clinical updates or discuss treatment outside of scheduled sessions.
Privacy & Communication
01Is therapy confidential?
Yes. All therapy services are confidential, meaning your personal information and what you share in sessions is protected and will not be disclosed without your written consent.
There are a few legal and ethical exceptions to confidentiality, which your therapist will review with you at your first session. These typically include situations involving risk of harm to yourself or others, suspected abuse or neglect, or court orders requiring disclosure.
You can review our “Privacy Practices” page for more information (located under the “About Us” tab).
02How can I contact my therapist between sessions?
Clients are not able to communicate directly with their therapist outside of scheduled appointment times.
This helps ensure that therapy remains focused, clinically appropriate, and protected within a secure and structured setting. Any important topics, updates, or concerns should be discussed during your scheduled session, where your therapist can provide full support.
If you need additional support between sessions, your therapist can help you develop a plan to address those needs.
03Do you offer texting or email communication?
Email communication is available only for non-clinical matters such as billing, insurance, or scheduling, and is handled by our Client Care Coordinator team. Email should not be used to share clinical information or therapy-related updates. We do not offer a texting option.
04What should I do in an emergency?
Our services are not designed for emergency or crisis situations. We are unable to provide immediate or after-hours crisis support.
If you are experiencing an emergency or are in immediate danger, please call 911 or go to your nearest emergency room.
For mental health crises or urgent support, please contact:
– Suicide & Crisis Lifeline (24/7): 9-8-8 (call or text)
– Crisis Text Line (24/7): Text HOME to 741741
– NAMI Helpline (Mon-Fri 9 AM-9 PM CT): call 800-950-6264 or text "HelpLine" to 62640
(Wisconsin) Journey Mental Health Dane County Crisis Line (24/7): 608-280-2600
– (Florida) Miami-Dade County Crisis Line (24/7): 305-774-3616 / 305-774-3617
– (Florida) Broward County Crisis Line (24/7): 954-463-0911
– (Florida) Palm Beach County Crisis Line (24/7): 561-383-5777
Telehealth/Virtual Sessions
01How do virtual sessions work?
Telehealth sessions allow you to meet with your clinician through secure, HIPAA-compliant video appointments from your computer, tablet, or smartphone.
Before your appointment, you will receive a secure video link via email and/or text reminder. At your scheduled time, simply click the link to join your session. If using a mobile device, you will need to download either the Telehealth by SimplePractice app (iOS/Android) or the SimplePractice Client Portal app (iOS).
We recommend joining from a quiet, private space where you feel comfortable and able to speak freely.
02What platform do you use?
We use a secure, HIPAA-compliant video platform through SimplePractice for all telehealth sessions.