Policies & Frequently Asked Questions
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Policies & Forms
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Right to Receive a Good Faith Estimate of Expected Charges
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No Surprise Law – Disclosure Notice
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Grievance Form
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Cancellation & No Show Policy
Frequently Asked Questions (FAQs)
How long will it take to get an appointment after I submit a request for one?
Depending on the availability of our clinicians, it can take between 2-4 weeks before your first appointment.
Why does your website show there is availability but after I submit my request, I am being told there is no availability?
The availability of our practitioners is a moving target because we are responding to inquiries every day and schedules change on a daily basis. We do our best to convey our true availability, but inevitably it may be the case that the practitioner you request to see may not be available or out of network with your insurance. Thank you for your understanding and patience.
Will my insurance cover services with Portland Mental Health & Wellness?
- “Cover(ed) Services” means that services provided are a covered benefit under an insurance plan. Further, because it is a “covered service” does not mean that the service is paid in full by your insurance plan. Typically, all services are subject to your plan’s copay, deductible and/or coinsurance. Please confirm all these details of the contract you have with your insurance plan by contacting them directly.
- Though we will check your insurance benefits as a courtesy on your behalf, we are unable to guarantee the accuracy of the information we receive from insurance companies.
- Sometimes, mental health benefits are “carved out” and covered by a different insurance plan. For example, if you have Aetna, it is understandable to assume that, since PMHW is an in-network provider with Aetna, our services are a covered benefit. However, it is possible that those benefits are actually covered by another company with whom Aetna sub-contracts. With this in mind, please make sure to confirm with your insurance carrier that PMHW is considered an in-network provider for mental health services; if not, let our team know as soon as possible.
- To make sure you feel clear about your benefits and out of pocket costs, please contact your insurance carrier to confirm PMHW’s in-network status with your plan, also confirming your copay, coinsurance and deductible amounts.
What insurance plans does PMHW accept?
Aetna, Blue Cross Blue Shield, Cigna, First Choice, Kaiser, Limited Sliding Scale, Medicare, Moda, OHP-CareOregon, OHP-OpenCard, Pacific Source, Providence PPO, Self Pay, Trillium.
If you want to use your Out of Network Benefits, you will need to pay our fees up-front and we will submit a claim on your behalf. Your insurance company will reimburse you directly.
Why am I being told to “Cancel my prior authorization” with my previous clinic?
If your insurance coverage is through CareOregon and you were recently seen at another clinic for mental health services, you may be asked to contact that clinic to cancel your authorization with them. If there is an open authorization for services at another clinic, we will not be able to secure an authorization for treatment with PMHW. Therefore, you will not be able to engage in services with us until this is resolved.
Can I have a 15 min phone consultation before my intake appointment?
Unfortunately, we do not offer 15 minute phone consultations before an initial appointment. The initial appointment is intended to be an opportunity for both the patient and practitioner to determine if the match is appropriate.
What can I expect in the first appointment?
In the first meeting, the therapist will review the terms of confidentiality and informed consent. They may also ask you to confirm your payment details. They will want to spend most of the time with you focused on what brings you in for therapy. They’ll want to ask you questions about your history, family, medical history, education and employment. This is also a good time to ask the therapist any questions you might have. It’s important to know that the initial session is a time for both you and your therapist to determine if it feels like a good fit for both parties. For example, you may not feel as comfortable as you would like with the therapist, and you can request a change. The therapist may determine that they are not able to competently address your concerns and may make a recommendation that you meet with someone else. At the end of your first appointment, your therapist may confirm your interest to continue meeting with you and schedule subsequent appointments.
How can I contact my practitioner directly?
Once you meet with your practitioner, you can discuss how to contact them outside of session.
When will I receive my telehealth link?
Your Clinician will send you a telehealth link approximately 24 hours prior to your appointment. If you are seeing one of our medication management providers, the Zoom link is available in our Patient Portal.
Is PMHW offering psychological testing and evaluations via telehealth?
Due to the Covid-19 pandemic, we have temporarily stopped doing Psychological Testing. Once we return to in person appointments, we will once again begin offering Psychological Testing services.
