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FAQ's and NoticesIf you have a question not covered in our FAQ, please feel free to contact us at
630-570-0050 or at [email protected] and we would be happy to answer your questions. Below we cover questions related to scheduling appointments, insurance and payments, and confidentiality.
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Scheduling Appointments
How do I schedule an intake appointment?
You can call us at 630-570-0050 or email us at [email protected] and we will call you as soon as possible to schedule your first appointment. During this initial phone call, we will gather some demographic information, your reason for wanting to see a therapist, and your insurance information if you have insurance. We will then match you with a therapist that best fits your clinical needs and scheduling needs. If you have a preferred therapist, please let us know. You will be given the time and date of your first intake appointment. If you wish, we will also "verify insurance" for you. What this means, is we will call your insurance company on your behalf to determine what your health care benefits are so that you have a sense of what your financial obligations would be to obtain services. Once we have the information from your insurance company, we will contact you to provide you with this information prior to your first appointment if at all possible.
You can call us at 630-570-0050 or email us at [email protected] and we will call you as soon as possible to schedule your first appointment. During this initial phone call, we will gather some demographic information, your reason for wanting to see a therapist, and your insurance information if you have insurance. We will then match you with a therapist that best fits your clinical needs and scheduling needs. If you have a preferred therapist, please let us know. You will be given the time and date of your first intake appointment. If you wish, we will also "verify insurance" for you. What this means, is we will call your insurance company on your behalf to determine what your health care benefits are so that you have a sense of what your financial obligations would be to obtain services. Once we have the information from your insurance company, we will contact you to provide you with this information prior to your first appointment if at all possible.
What should I expect after scheduling the first appointment?
After making your first appointment, if you have given permission to receive emails, you will receive a link to your secure client portal. Through your client portal, you can read and sign our intake paperwork, communicate with your therapist via a secure messenger application, receive documents from your therapists such as therapy related handouts and resources, access your billing statements, and pay on your account. You will also receive appointment reminders if you give permission for us to do so.
After making your first appointment, if you have given permission to receive emails, you will receive a link to your secure client portal. Through your client portal, you can read and sign our intake paperwork, communicate with your therapist via a secure messenger application, receive documents from your therapists such as therapy related handouts and resources, access your billing statements, and pay on your account. You will also receive appointment reminders if you give permission for us to do so.
What is the client portal?
Our client portal is a secure way to review and complete paperwork, receive handouts and homework from your therapist, communicate directly with your therapist via a messenger application, review and print your billing statements, and make a payment. You will be given instructions on how to login and access the client portal after you schedule your first appointment. You certainly do not need to use the client portal if you do not wish to do so.
Our client portal is a secure way to review and complete paperwork, receive handouts and homework from your therapist, communicate directly with your therapist via a messenger application, review and print your billing statements, and make a payment. You will be given instructions on how to login and access the client portal after you schedule your first appointment. You certainly do not need to use the client portal if you do not wish to do so.
How do I make appointments with my therapist after my first intake appointment?
You will make appointments directly with your therapist either in session or by calling them, emailing them, or messaging them through our client portal. Therapists may be willing to schedule "re-occuring" appointments with you by scheduling you for a specific time and day for several weeks in advance. If a client frequently cancels or no shows appointment, this option may not be available.
You will make appointments directly with your therapist either in session or by calling them, emailing them, or messaging them through our client portal. Therapists may be willing to schedule "re-occuring" appointments with you by scheduling you for a specific time and day for several weeks in advance. If a client frequently cancels or no shows appointment, this option may not be available.
How do I cancel my appointment?
Please cancel your appointment 24 hours in advance to avoid a late cancellation charge. You can cancel your appointment by calling, emailing, or messaging your therapist through our client portal. If your therapist isn't available to take your call, please leave a message.
Please cancel your appointment 24 hours in advance to avoid a late cancellation charge. You can cancel your appointment by calling, emailing, or messaging your therapist through our client portal. If your therapist isn't available to take your call, please leave a message.
Insurance and Payment
Do you accept insurance and how does that work?
Yes, we are "in network" with Blue Cross Blue Shield (BCBS) of Illinois PPO, Blue Choice PPO, Aetna PPO, and Medicare. We will submit claims on your behalf and collect the amount from you that you are responsible for paying. Individuals with HMO plans or with "out of network plans" will need to pay for sessions out of pocket and then submit claims themselves directly to their insurance provider (we can show you how to do this). We require that a copy of your insurance card and a valid photo ID be on file with us.
Yes, we are "in network" with Blue Cross Blue Shield (BCBS) of Illinois PPO, Blue Choice PPO, Aetna PPO, and Medicare. We will submit claims on your behalf and collect the amount from you that you are responsible for paying. Individuals with HMO plans or with "out of network plans" will need to pay for sessions out of pocket and then submit claims themselves directly to their insurance provider (we can show you how to do this). We require that a copy of your insurance card and a valid photo ID be on file with us.
Can you help me with my benefit and eligibility information?
Yes, we will contact your insurance provider and inform you of your eligibility and benefits, with your permission. We cannot guarantee the accuracy of the information provided to us by your insurance provider. It is ultimately your responsibility and a reflection of your contract with your insurance company. We encourage you to also obtain benefit and eligibility information so that you are familiar with that information.
Yes, we will contact your insurance provider and inform you of your eligibility and benefits, with your permission. We cannot guarantee the accuracy of the information provided to us by your insurance provider. It is ultimately your responsibility and a reflection of your contract with your insurance company. We encourage you to also obtain benefit and eligibility information so that you are familiar with that information.
What insurance providers are you in-network with? What does it mean to be in-network versus out-of-network?
We accept Blue Cross of Blue Shield of Illinois (including Blue Choice), Aetna PPO, and Medicare. We are In-Network with these carriers. In-Network means that we are credentialed with the insurance company and have a contract with them, along with contracted rates. We submit claims on your behalf if your insurance carrier is In-Network with us.
Out-of-Network means that we are not credentialed with the insurance company nor do we have a contract or contracted rates with them. Your insurance company may still pay for a portion of your sessions if they are Out-of-Network with us; however, they typically pay for a smaller portion of the billed amount and have a separate Out-of-Network deductible. You will need to submit superbills directly to your insurance company.
We accept Blue Cross of Blue Shield of Illinois (including Blue Choice), Aetna PPO, and Medicare. We are In-Network with these carriers. In-Network means that we are credentialed with the insurance company and have a contract with them, along with contracted rates. We submit claims on your behalf if your insurance carrier is In-Network with us.
Out-of-Network means that we are not credentialed with the insurance company nor do we have a contract or contracted rates with them. Your insurance company may still pay for a portion of your sessions if they are Out-of-Network with us; however, they typically pay for a smaller portion of the billed amount and have a separate Out-of-Network deductible. You will need to submit superbills directly to your insurance company.
Do I have to use insurance? What are my options?
No, you do not have to utilize insurance to pay for services. There are self-pay options which allow you to pay for services out of pocket without submitting to insurance. Please call for more information: 630-570-0050.
No, you do not have to utilize insurance to pay for services. There are self-pay options which allow you to pay for services out of pocket without submitting to insurance. Please call for more information: 630-570-0050.
How do I pay for services?
If you use In-Network insurance, you will be responsible for paying your co-insurance or co-pay. You will also be responsible for full session fees until your deductible is met. If you are not using insurance r are using Out-of-Network insurance, you will be billed the full amount for the session. Payment for services is expected at the time of service. Your therapist can accept cash, check, or credit card. You can also opt to have a credit card on file that will automatically be charged at every session for what is due.
If you use In-Network insurance, you will be responsible for paying your co-insurance or co-pay. You will also be responsible for full session fees until your deductible is met. If you are not using insurance r are using Out-of-Network insurance, you will be billed the full amount for the session. Payment for services is expected at the time of service. Your therapist can accept cash, check, or credit card. You can also opt to have a credit card on file that will automatically be charged at every session for what is due.
What to Expect For Your First Appointment
How do I check-in for In-Person Sessions?
We do not have administrative staff to check people in on site. Clients can wait in our waiting rooms and wait for their therapist to come check them in. Their therapist will then walk them back to their office. Clients can also use the secure client portal to message the therapist and let them know that they have arrived and are in the waiting room. The therapist can them summon them back to their office via the messenger once the therapist is ready to start session.
If a client prefers to skip waiting in the waiting room, they can simply message their therapist through the client portal via the client portal application (for iphone and android users) or using the client portal link on their browser once they have arrived on site. Once their therapist is ready to start session, the therapist can notify the client that they are ready via the client portal messenger, and the client can come straight to their therapist's room without having to sit in the waiting room. For example, a client can wait in their car or in the common office area outside of our suite and message their therapist once they have arrived. Once the therapist summons them, they can walk straight back to their therapist's office.
Of note, if a client wishes to use our private exit when leaving session, they are welcome to do so. This would then allow them to bypass the waiting room completely.
We do not have administrative staff to check people in on site. Clients can wait in our waiting rooms and wait for their therapist to come check them in. Their therapist will then walk them back to their office. Clients can also use the secure client portal to message the therapist and let them know that they have arrived and are in the waiting room. The therapist can them summon them back to their office via the messenger once the therapist is ready to start session.
If a client prefers to skip waiting in the waiting room, they can simply message their therapist through the client portal via the client portal application (for iphone and android users) or using the client portal link on their browser once they have arrived on site. Once their therapist is ready to start session, the therapist can notify the client that they are ready via the client portal messenger, and the client can come straight to their therapist's room without having to sit in the waiting room. For example, a client can wait in their car or in the common office area outside of our suite and message their therapist once they have arrived. Once the therapist summons them, they can walk straight back to their therapist's office.
Of note, if a client wishes to use our private exit when leaving session, they are welcome to do so. This would then allow them to bypass the waiting room completely.
How do I check-in for TeleHealth Sessions?
There is no need to check-in. Simply use the link in your appointment reminder email to enter the session portal. If your therapist is ready, they will already be logged on. If they are not, they will enter the session portal at the time of your telehealth appointment.
There is no need to check-in. Simply use the link in your appointment reminder email to enter the session portal. If your therapist is ready, they will already be logged on. If they are not, they will enter the session portal at the time of your telehealth appointment.
What happens during the first session?
During the first session, your therapist will review all intake paperwork including our Office Policies, Notice of Privacy Practices, Fee Schedule, and Demographic Information. They will also have you sign any relevant Releases of Information. Your therapist will then explain some logistics of the practice including the client portal, our secure email system, billing procedures. and contact/resources information. Your therapist will then gather information relevant to your presenting problem and discuss treatment recommendations. At the end of the session, you and your therapist will schedule your next appointment.
During the first session, your therapist will review all intake paperwork including our Office Policies, Notice of Privacy Practices, Fee Schedule, and Demographic Information. They will also have you sign any relevant Releases of Information. Your therapist will then explain some logistics of the practice including the client portal, our secure email system, billing procedures. and contact/resources information. Your therapist will then gather information relevant to your presenting problem and discuss treatment recommendations. At the end of the session, you and your therapist will schedule your next appointment.
What are the directions to your office?
North Aurora Office: Our North Aurora address is 66 Miller Drive, Suite 105, North Aurora IL, 60542. We are located in a business complex at the corner of Randall Road and Oak Street North of Interstate 88. We are across the street from the North Aurora Post Office on Randall, and across the street from Walgreens and Aldi on Oak Street.
Sycamore Office: Our Sycamore location is in the same building as Texas Roadhouse right off of DeKalb Avenue. We are located just to the right of LePrint.
North Aurora Office: Our North Aurora address is 66 Miller Drive, Suite 105, North Aurora IL, 60542. We are located in a business complex at the corner of Randall Road and Oak Street North of Interstate 88. We are across the street from the North Aurora Post Office on Randall, and across the street from Walgreens and Aldi on Oak Street.
Sycamore Office: Our Sycamore location is in the same building as Texas Roadhouse right off of DeKalb Avenue. We are located just to the right of LePrint.
Confidentiality
I don't want anyone to know I am in therapy, is that an option?
Your privacy is extremely important to us. We will review in detail how confidentiality works in a therapeutic relationship. We will review in detail our Notice of Privacy Practices, which covers your rights as a client. If you choose to use insurance, we must submit what is minimally necessary to your insurance company to obtain payment.
Your privacy is extremely important to us. We will review in detail how confidentiality works in a therapeutic relationship. We will review in detail our Notice of Privacy Practices, which covers your rights as a client. If you choose to use insurance, we must submit what is minimally necessary to your insurance company to obtain payment.
Notices
Notice of Privacy Practices
| oakheart_notice_of_privacy_practices.pdf |
No Surprises Act
| no_surprises_act.pdf |
