We recognize that texting and emailing are quick and convenient methods for conveying information. However, text messaging is not a secure form of communication and may compromise client confidentiality. Therefore, text and email communication should be used strictly for appointment confirmations or paperwork reminders only. These methods should not be used for sharing any HIPAA-sensitive information or for any communications that could be interpreted as therapy. Your privacy and confidentiality are our top priorities, and we appreciate your cooperation in adhering to this policy.

Maintaining clear and ethical professional boundaries is essential for the effectiveness and integrity of the therapeutic relationship. To ensure a safe and therapeutic environment, we have established the following guidelines:

• Communication outside of scheduled sessions should be limited to matters directly related to the therapeutic process.
• Electronic communication, such as emails and texts, should be used solely for scheduling and session-related information.

To uphold confidentiality and professionalism, clinicians will not accept friend requests or engage in social media interactions with current clients.

Clinicians are discouraged from accepting gifts, and personal relationships with clients outside of the therapeutic setting are strictly prohibited to maintain objectivity and professionalism.

Physical contact between the clinician and client is limited to professional gestures, such as handshakes, and is always conducted with the client's consent.

These guidelines are in place to protect both the client and the therapeutic process, ensuring that the highest standards of professionalism and care are maintained.

If you need to cancel an appointment, you must log in to your client portal online to cancel at least 24 hours prior to your appointment time. If you have trouble accessing your client portal, email [email protected] and be sure to list in the subject line “cancel appt. for _ _ _ (date)”. This timely informs staff of your appointment cancellation. Cancellations with less than 24 hours' notice or no-shows will be charged a fee, up to the full session fee.

All clients (except those using Medicaid) are required to keep a valid credit card on file for copays, deductibles & Self-pay. To streamline our billing process, we automatically charge clients’ cards the morning of their scheduled session for copays, deductibles, or session fees. In the event of a declined transaction, clients are required to settle their outstanding balance through the client portal before their scheduled session. Failure to clear the balance prior to the session may result in cancellation.

While we strive to offer accurate estimates based on the information provided by the insurance company, it's important to note that these figures are preliminary. Official confirmation of insurance fee rates occurs upon processing the claim and us receiving the true explanation of benefits (EOB) from your insurance provider.

Clients bear the ultimate responsibility for understanding their financial obligations. We strongly encourage clients to independently verify their insurance coverage directly with their provider to ensure they have the most up-to-date and accurate information.

If an insurance claim is denied by the insurance company, the client is ultimately responsible for the session fee. While we work to facilitate payment from the insurance company, clients should be aware of potential coverage limitations. We are here to assist with any insurance-related challenges and appreciate your cooperation. Please contact our team for any questions or support.

Clients are fully responsible for any balance incurred during a lapse or termination of their insurance coverage. It is imperative that clients promptly notify us of any changes to their insurance information to ensure accurate billing. Keeping us informed of any insurance coverage changes helps to facilitate claims processing and maintains our ability to provide the best possible mental health care. Be sure to communicate any discrepancies in your insurance coverage immediately to avoid or minimize potential financial obligations.

To minimize debt accumulation and protect clients' financial well-being, clients with a substantial past due balance are temporarily unable to schedule additional sessions until the balance is settled. We will make multiple attempts to charge the card on file and request the client upload a valid card. If the balance remains unresolved, we will discuss discharge and transfer options with the client.

We can help you navigate your policy's details, including deductibles, in-network and out-of-network coverage, co-payments, and co-insurance. These policies ensure financial transparency and help avoid any negative impact on credit scores or harassment by collection. We appreciate your prompt attention to outstanding balances.

If you, as a client, need to address a complaint or grievance concerning your therapist or any other member or service at IBH, we encourage you to visit the contact page on our website. There, you will find a dedicated complaint form.

Your feedback is valuable to us, and we are committed to addressing any concerns promptly and professionally to ensure the highest quality of service. Thank you for your cooperation and for entrusting us with your mental health care.