Current Clients



To have telehealth appointments, view your billing information, pay a balance, see upcoming and kept appointments, and complete new forms, visit the Client Portal:



Policies

Scheduling

Active clients are able to schedule a maximum of three appointments at a time (unless previously authorized with your therapist).

Each time an appointment is kept, you are able to schedule the third one out.

In the event of a 60-day lapse in contact regarding your care (by phone, email, or scheduled appointment) our office will terminate the services provided to you by ITS.

We acknowledge that circumstances may arise which require a longer lapse in treatment; these arrangements must be made with your provider PRIOR to the lapse in care.

If at any point you wish to reinstate services, you may do so by calling the front office.

Reinstating services DOES NOT mean you will be scheduled immediately.

Your provider may have limited availability, which will result in a wait.

Attendance

If you Late Cancel or No Show your scheduled appointment three times your therapist may, at their discretion, refer you to another counseling office that better fits your scheduling needs, and close your case with ITS.

Arriving more than 15 minutes after the start of a scheduled appointment will result in your session being cancelled and a late-cancellation fee being charged, unless previously arranged with your therapist.

In the event of unforeseen circumstances or occurrences outside of client control, please explain the situation to your provider via voicemail or email.

The front office DOES NOT have the ability to waive late-cancellation fees.

Cancellation

ITS requires 24 hour notice for cancellations.

Any appointments late-cancelled (cancelled within 24 hours of the scheduled appointment) or no-showed (missed appointment without letting the office or therapist know) will be automatically billed a $150.00 late-cancellation fee.

We understand circumstances arise which are not in client control which may impact cancellations. All late fees are assessed by your therapist.

If you are cancelling within 24 hours of your appointment, please provide a reason to the front office OR leave a voicemail for your provider.

Late-cancellation and no-show fees cannot be waived without a reason provided.

The front office DOES NOT have the ability to waive late-cancellation fees.

About Telehealth

Telehealth is the use of video chat to have counseling sessions remotely.

ITS’ telehealth platform is called TheraNest. It is an application our office uses for scheduling appointments, creating notes, and billing. It also allows clients to have virtual appointments through the TheraNest Client Portal.

The Client Portal not only allows you to have virtual appointments, but also lets you see your Upcoming and Kept appointments, access billing information, pay bills online, and complete required forms.

For complete instructions about how to get into your telehealth appointment, click here.


Accessing your Telehealth Appointment

Virtual appointments may be accessed through the Client Portal OR via your specific Telehealth link.

Telehealth links are sent via email ONLY when the appointment is confirmed as virtual/Telehealth. It is NOT included in reminder emails.

The link is not required to access the appointment. You may also join your session by logging into the Client Portal and clicking “Start Session” next to the appointment date and time.

Tips for Successful Telehealth Appointments

Log in to the Client Portal at least 5 minutes before your scheduled appointment. (On the hour, TheraNest automatically updates the appointment with the link from the “Upcoming” to the “Kept” tab.)

Allow TheraNest access to your Camera and Microphone.

  • When your device completes regularly scheduled updates, this may change settings you had previously established. If you get into your appointment and you are having issues with your audio or video try the following:
  • Go to Settings, allow the Camera access, and allow the Microphone access.
  • RESTART YOUR DEVICE. Many devices will not implement changes until they have been restarted.

Check your internet connection. Audio/Video requires an internet connection of at least 10 MBPS.

Use a newer browser such as Google Chrome, Microsoft Edge, Firefox, or Safari.

Make sure you are joining the correct appointment! If you have multiple Telehealth appointments scheduled, multiple “Start Session” buttons may be in your Client Portal. Make sure you join the session for the appropriate day, or your therapist will not be able to see you.

Once you have clicked “Start Session” remember to type in your name and click “Join Session” when the internet connectivity test finishes, or you will be stuck in the waiting room.

  • If TheraNest gives you a red “X” when you try to type in your name, either update your Camera and Microphone settings and restart your device, or switch devices.
  • You will not be able to click “Join Session” until your therapist has joined the session.


Billing Options

At ITS we have two options for billing. You may authorize our billing department to:

  1. Charge the full amount due to the card on file after insurance has paid its portion, OR
  2. Provide a statement so you can pay your balance on your own time. You have 30 days from the invoice date to pay your balance in full. Any balance not paid within 30 days will accrue a $10 late payment fee.

Any balance over 30 days past due will be run automatically to the card on file, late payment fee included.
If you would like to switch the billing option you have chosen, please call the front office.
To set up a Payment Plan, please speak to our Billing Department at ext. 107.

ITS does NOT accommodate clients carrying a balance on any accounts after insurance has paid its portion.
Per our Financial Form, you are responsible for notifying us of any changes that affect billing, INCLUDING insurance coverage, subscriber name, or address.
If you lose insurance coverage at any point, you will be responsible to pay the fee for non-covered sessions.
PLEASE NOTE: Co-pays are due at time of service. Co-pays are different than co-insurance.


My therapist and I aren’t a good fit. What do I do?

No worries! Having a good fit with your provider is essential to a positive counseling experience. If you feel like you and your therapist don’t work as well together as you could, call the front office and let us know. We can transfer you to a different provider in our office who fits your preferences better. Please provide any information you think is relevant to finding a better fit (ex. “I have a hard time starting the conversation, I need someone who will help lead me and get me to open up.” “I need to talk to someone who understand difficulties with parenting.” etc.)

Please note that it often does take some time to get you matched with a new therapist, so there may be a lapse in care during the transfer process. If this is of concern to you, please talk to your current therapist or ask the front office to touch base with them so we can plan for the best way to transfer you. Most therapists will not continue to schedule appointments when you start the transfer process since the relationship is not therapeutically beneficial at that point.


Insurance Information

All of our providers are in-network/accept with one or more of the following insurance companies:

Aetna Coordinated Care Lifewise TriCare Select **
Ambetter First Choice Molina Kaiser CORE or HMO **
Cigna GEHA Premera (Blue Cross Blue Shield) TriCare Prime **
Coastwise Kaiser PPO Regence (Blue Cross Blue Shield) US Family Health Plan **

**Pre-authorization required; Referral may be required for authorization


call: 253.460.7248
3560 Bridgeport Way W
Suite 2-C
University Place, WA 98466