What can I do in the client portal?
Our client portal will allow you to view all upcoming appointments, make payments, change the credit card on file, access previous invoices, and view or sign paperwork sent by your therapist or our office. To access the client portal go to https://tinyplanetcounseling.clientsecure.me/ click on “I’m an existing client” and enter the email address that you provided upon registering. You will receive an email with an instant sign in link.
What if I am unable to connect to my online session?
You will receive a couple of different emails containing the video link, including one 15 minutes prior to your appointment. The virtual office will open up 10 minutes prior to the start of your appointment. The virtual office works best with Google Chrome. It can be accessed from both a computer and phone. If you access it from a phone, you will be prompted to download an app the first time. You must give permission for audio and video. If you are still struggling to connect, reach out to your therapist. If you can not reach them, try our support line.
What do I do if I am running late?
If you are running late, please text your therapist’s work number or email them directly to notify them. There is a 10 minute grace period for all scheduled appointments. After the 10 minute mark, your therapist may choose to not accept the appointment and will reschedule you for another appointment. If seen, your appointment will likely be cut short to allow the therapist to be timely for their next appointment. If your appointment is canceled due to arriving after the grace period, you will still be held to the missed visit/ late cancellation fee.
What do I do if I need to cancel with more than 24 hours notice?
If you are canceling with more than 24 hours notice, you should send a text to your therapist. If you are unable to reach them, please contact the support line.
What do I do if I need to cancel with less than 24 hours notice?
If you are canceling with less than 24 hours notice, you should reach out to your therapist to cancel and reschedule. If you are unable to reach them, please contact the support line. You will be held to the missed visit/late cancellation fee. If your session was scheduled in person, you do have the option of reaching out to your therapist to change your session to online to allow you to still be seen.
Why do you charge missed visit fees?
While we understand that missed visit fees can be upsetting to clients, it is unfortunately a needed policy. You are never charged when you provide at least 24 hours notice. Many of our therapists have full calendars. Giving ample notice allows for clients in need of that appointment time to be seen. Insurance will not reimburse for missed visits. Missed visit fees allow therapists to be somewhat compensated for the time that they have set aside. If your session was scheduled in person, you do have the option of reaching out to your therapist to change your session to online to allow you to still be seen.
How do I pay for sessions?
Any session responsibility is charged to your payment method that we have stored on file. It can be charged anytime after the session, even days later. We will contact you if this card is declined for alternative payment. FSA and HSA cards are accepted. We only accept checks or cash when prearranged with our support team. You can update your payment method on file in the client portal. If you are in need of further assistance, please reach out to our support line.
What should I know about using insurance?
Utilizing insurance requires your therapist to report a diagnosis to your insurance company. Your insurance company also is permitted to receive your medical records upon their request. This does not require your permission. We went ahead and contacted your insurance company as a courtesy to get the most accurate information possible. That being said, there is always the possibility of a misquote or your fees/eligibility changing after we have contacted your insurance company. This is an estimate as of the date the information was provided. We will not know your exact fee until we bill your insurance and get your explanation of benefits back. You are also encouraged to call the number on the back of your insurance card and ask them about your ‘mental health, outpatient, office visit’ benefits. You are ultimately responsible for any insurance adjustments, up to the full contracted rate. We commit to notifying you of any major insurance adjustments as soon as we become aware.
Do I contact my therapist directly or the support team?
Many concerns including appointment rescheduling, frequency changes, changing appointments to online, etc. can be handled directly with your therapist. If you can not reach them or it is a time sensitive matter, feel free to also reach out to our support line. The support line will assist with any billing, insurance, or related issues.
What should I know about reaching out to my therapist?
While your therapist can assist with rescheduling, appointment questions, etc. between sessions; they are not available to handle mental health concerns outside of session, either by email or phone. If you are in need of mental health assistance, you may ask your therapist if there is an earlier appointment available. An earlier appointment is often not available and can not be guaranteed. Note that many of our therapists work non-traditional hours and may not be available for several days consecutively. If you are in crisis, you should always call 911 or contact the Georgia Crisis and Access Line at 1-800-715-4225. We do not offer crisis services. Never communicate a crisis to your therapist by phone or email.
How long will I be in therapy and how often do I go?
Therapy looks different for everyone. While our support team helps you get scheduled for your first appointment, you and your therapist will discuss an appropriate frequency during your first appointment. Most commonly, clients come every week or every other week, but this can vary greatly. Often the frequency of sessions reduces with time. We strongly encourage clients to schedule recurring appointments with their therapist to reserve days and times that work best for both the client and therapist. The length of time in therapy can vary greatly as well. Please discuss this with your therapist.
What will my first appointment be like?
Your first appointment with your therapist is a chance to meet each other and discuss a little bit about what brings you to therapy. Your therapist will orient you to themself and the practice. Your therapist will begin working with you to develop goals. There is not much change that you will notice after your first session. It takes time to establish goals and to provide you with an individualized plan for treatment. You will likely not begin to see progress for several sessions.
What else should I know?
Therapy is hard work! It requires your commitment and you to prioritize your treatment to get the best results. We strongly encourage you to discuss reserving a consistent day and time with your therapist. Communicate openly with your therapist. Share what is helpful and what is not helpful to you in therapy. They have a passion to help others and can do that best when they receive feedback.
What if therapy is not working out for me?
If at any time you feel like therapy isn’t working out for you, we encourage you to share this directly with your therapist. Clients vary in what they expect and need for therapy. Some prefer directness and some dislike this greatly. Some prefer homework between sessions and some hate it. Some prefer a buttoned up, formal approach and some appreciate their therapist to be more ‘down to earth’. Your therapist is almost always willing to make accommodations based on your preferences and needs, if you can communicate that to them. That being said, if you don’t feel comfortable communicating this to your therapist or if you just don’t think it is a good fit, please let the support team know. We want therapy to be a good experience for you. We are willing to rematch you to a different therapist or provide outside referrals, if needed.
If you choose to discontinue services or take a break from care, just communicate that with your therapist or our support team. We will be here if you need us in the future. If you miss two consecutive sessions and we don’t receive communication, we will cancel all future sessions and discharge you from our system.