Frequently Asked Questions

Insurance Questions 

1. Do you accept Medicaid?

Yes, we accept Medicaid insurance policies. Before you contact the office, please be sure to know what insurance carrier you receive your Medicaid policy through. For a list of accepting providers, please take a look at our Residents-in-Counseling under our About page, on the Clinical Staff section.

2.  What if I don’t have insurance?

We have sliding scale options available. Please take a look at the clinical staff page. After taking a look and determining a counselor, or three, you would be interested in working with, please call the office to complete an over-the-phone intake and receive an estimate of session fees.

Scheduling Questions

1.  How do I schedule an appointment?

Our scheduling process starts with a prospective client contacting the office. You can contact the office via email or over-the-phone, at [email protected] or 757-758-3042. You may also fill out the contact form under the Contact page. The next step will be to complete an over-the-phone intake.

2. How soon can I expect to get an appointment?

After you have completed an over-the-phone intake, your intake is sent to the scheduling team to pull an insurance coverage report so that our team can provide you with information on what your insurance covers for mental health services. After the scheduling team has collected your insurance coverage report, your intake is reviewed and the scheduling team determines which clinician would be the best match for the information provided on your intake. They will start reaching out to schedule via phone and email about 2-7 days after the initial over-the-phone intake is completed, however, the time can be extended depending on the number of intakes coming in during the week. Our scheduling team looks to schedule about a week in advance.

3. What criteria is used to assign my intake to a clinician?

Our scheduling team determines the best match for your intake based on various criteria. Any personal preferences provided at the initial over-the-phone intake are taken into account. The reasons you are seeking services, your insurance, your scheduling availability, and preference for telehealth or in-person are also taken into account.

4. What if I don’t feel connected to the clinician I was assigned to?

Therapy has an unpredictable nature, and a large part of what makes mental health treatment successful is the therapeutic relationship between you and your clinician. We understand that, and are here to help if you feel your clinician is not a good fit. We will work with you on finding a good fit for your mental health needs, and if necessary, provide you a list of referrals to other practices and counselors.

5. Do you offer telehealth therapy?

Yes, we offer HIPAA-compliant telehealth therapy services. Please take a look at the Clinical Staff under the About page, to check who is accepting telehealth clients.

6. What are your office hours?

Our administrative staff is generally in office from 9 AM- 6:30 PM, at least 4 days a week. On Fridays and Saturdays, our administrative hours end at 3 PM. Our clinicians keep varying hours. Please speak with the office during your initial over-the-phone intake about scheduling availability.

Cancellation Policies

1. What if I need to cancel or reschedule an appointment?

We require a 24 hour notice to cancel an appointment. If you cancel an appointment within the same day, you are liable for a late cancellation fee. Please reach out to the billing team if you have any questions or concerns on your late cancellation fee. If you need to reschedule an appointment, our administrative team, and your clinician will cooperate with you on finding an appointment slot that works with your schedule. Rescheduling is dependent upon the clinician’s availability. Please call the office or contact your clinician through our About page to discuss rescheduling.

Billing Questions

1. How and when do I pay for sessions?

Self-Pay session fees, co-pays, and balances leftover after insurance is applied are due at the time of service. We offer a convenient option for clients who do not wish to pay at the front desk, by leaving a card on file for billing to charge within 24 hours of the session ending. Otherwise, to prevent your session fees from building into a large balance, the best method is to pay at the front desk at the end of every session.

2. What forms of payment do you accept?

Most credit cards are accepted, and self-pay options are available. By placing your card on file, you authorize automatic charges to your card. Roots and Wings is not responsible for any denied coverage, deductible applications, or additional fees imposed by your insurance provider. Clients are responsible for understanding their own insurance policies and any associated costs. This is outlined in the Financial and Payment policies signed before your first session. Automatic charges will be applied based on the insurance Explanation of Benefits (EOB) received by Roots and Wings.

3. Do you offer payment plans?

Payment plans are offered on a case by case basis, and you must contact the billing team to be considered for a payment plan option.