Read answers to our most commonly asked questions.

How do I become a client?

1. You can reach out to us through Get Started or give us a call at (833) 624-5400.

2. You’ll be asked to compete our intake forms prior to your first appointment. We all hate filling out paperwork, so we offer paperless electronic forms! All forms will be sent to you electronically and you can complete them using your iPhone (or other smartphone), a tablet, or a computer. Our forms are encrypted and HIPAA compliant so you can rest easy that all of your information is safe, secure, and will remain confidential.

3. You’ll come to an initial session with our Intake Manager where we can discuss your needs and your goals in depth.

4. You’ll be matched with a provider and you will begin your journey.

Do you offer appointments outside of regular business hours?

Why yes, we offer evening and weekend appointments as needed to accommodate your busy lifestyle.

Is there a wait to see someone?

Maybe. Depending on the type of assessment or therapy you are seeking and your method of payment (self-pay or insurance), there may be a wait. In general, you can typically get an appointment within 7-10 days. We offer appointments during regular business hours and on evenings and weekends.

Do you accept insurance?

We’re In Network with most major insurers, including Aetna, Blue Cross/Blue Shield, Carelon, Cigna, HealthNet, Humana, Magellan, Medicaid/Medi-Cal, Medicare, Optum, Tricare, Triwest, and United Healthcare. We also partner with some individual plans, including Directors Guild, HealthPlan of Nevada, Inland Empire Health Plan Las Vegas Firefighters, LA Care, Motion Picture Industry Plan (MPI), Oscar, San Francisco Health Plan, SilverSummit Health Plan, and the VA Community Care Network. Before initiating services, we’ll verify your coverage, let you know if we’re In Network, and whether you have a deductible to satisfy and/or if you have a copay.

Each provider has different circumstances when it comes to insurance. Some don’t accept insurance, some accept a few plans, and some accept many. We have a limited number of providers who are fully credentialed with all insurance plans. This means that if you wish to utilize your insurance, you may be added to a waiting list until one of our providers has an opening for an insurance-based client. If you are in a crisis or need urgent care, we recommend paying out-of-pocket until we have an opening or seek out other in-network providers in your area.

What if you’re Out of Network?

If we are not contracted with your plan, your provider will collect the agreed-upon fee at each appointment and we'll take your payment information when you schedule your first appointment. You'll be billed at the close of your appointment, and it may take 1-2 business days for the charge to appear on your statement. We accept all major credit/debit cards, including some HSA and FSA accounts!

We can provide you with a “superbill” that outlines the services that were provided. You will then have to submit the forms to your insurance for processing and the reimbursement will be sent directly to you. Medens Health partners with Reimbursify to help you with filing claims. Reimbursify is a mobile app that streamlines the reimbursement process, and it only takes a few minutes to submit your claim. Reimbursify charges $1.99 to process an individual claim. But you can use the promo code REIMBURSIFVE to get your first 5 claims for free. For more details, visit reimbursify.com or contact hello@reimbursify.com for more information.

How much do sessions cost?

If you’re using insurance, copays typically range from $5-$50. If you have a deductible to satisfy, we’re obligated to collect the full contracted fee at each session. Our team will verify your coverage and confirm your out-of-pocket cost(s) before your first appointment.

If your provider is not In Network with your insurance plan, our fee schedule is as follows:

Licensed staff offer sessions starting at $150.

Pre-licensed staff offer sessions starting at $85. Pre-licensed staff are psychotherapists who have yet to pass state boards following graduation which requires over 3000 hours of supervised therapy by a licensed provider. Pre-licensed and pre-graduate staff are required to attend weekly supervision with a licensed staff in which they discuss their clients and their treatment approaches.

Are there any additional fees?

No, you are only responsible for the out-of-pocket expense(s) for your sessions. For example, if you have a $20 copay, that is the only cost for your care.

Do I need a referral or prior authorization?

Insurance companies routinely cover outpatient therapy services and don’t require a pre-authorization or referral. However, some Medicaid/Medi-Cal, HMO, and Kaiser Permanente plans do require a referral. Active-Duty Service Members and Veterans require an authorization before obtaining treatment from a civilian provider.

Prior authorization is normally required for neuropsychological and psychological testing. Please note, testing will commence once approval has been received. If you needs are of an urgent nature, we recommend paying out of pocket to avoid any delays in obtaining treatment.

For further information, call the member services number on the back of your insurance or DoD ID card to determine if you need pre-authorization or a referral.

Can I use my EAP (Employee Assistance Program) benefits?

Currently, we do not participate in EAP networks. To locate an EAP provider, please call the member services number on the back of your insurance ID card or your employer’s EAP hotline.

Do you accept children?

In California, we accept children 6 and older. In other states, we accept adolescents 13 and older.

Can my provider write me a letter for an emotional support animal?

Providing ESA letters is always at the therapist’s discretion. We require at least five sessions before a therapist provides an ESA letter.

Do you offer language assistance?

We understand the importance of effective communication and language access for individuals with limited English proficiency. Medens Health provides language assistance services, including interpretation and translation services, to ensure effective communication during your interactions with our providers and staff.

Please inform us if you require language assistance, and we will make appropriate arrangements.

What is your cancellation policy?

We believe that your success begins with consistency of treatment. That’s why we are committed to supporting you on a consistent basis. Likewise, we hope you will commit to consistently attending all scheduled appointment times, or to cancel appointments if needed with at least 24 hours’ notice.

How to Cancel an Appointment

Available appointments are in high demand, and your cancellation will give someone else the possibility to access timely care. If you need to cancel your appointment, we ask that you give us 48 hours’ notice by responding to the appointment reminder, or by emailing care@medenshealth.com. If you need to cancel a Monday appointment over the weekend, please contact your provider directly.

Service fees for Cancellation and Late Arrivals to Appointments

Please note that the following fees apply for cancellations and late arrivals to appointments:

• If you contact us to cancel a scheduled appointment with less than 24 hours’ notice, you will be charged a $150 service fee.

• If you fail to show up for a scheduled appointment and do not contact us prior to that appointment to cancel, you will be charged a $150 service fee. Three consecutive no-shows may result in automatic removal from the regular schedule.

• If you arrive more than 10 minutes late for your appointment, your session may be canceled. Note that if you arrive late to your appointment, we will still end the session at the scheduled time to allow your provider to transition to their next appointment.

These charges cannot be billed to your insurance, and we will charge the cancellation fee to the credit card on file for your account. Our team will provide you the option to reschedule your appointment as schedules allow.

Our staff members have Master’s Degrees and/or Doctorates in Clinical Psychology, Marriage and Family Therapy, and Clinical Social Work. Each member of our team has been carefully screened and represents less than 5% of the applicant pool. They are trained in a variety of theories and have worked with a wide range of people.

Our pre-licensed professionals have been carefully selected by our staff and are working under the supervision of licensed Clinical Psychologists and Marriage and Family Therapists. Each receive on-going supervision and training as they complete their 3,000 hours of training before they can sit for the rigorous state licensure exam. Each is trained in a wide range of psychological, relationship, emotional, and assessment skills.

Have any additional questions? Please reach out!
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