Hill Country Counseling Associates, PLLC
   Professional and discreet counseling for individuals, couples and families

 
 
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      Frequently Asked Questions  
     
     
 
New Clients
 
 ~ 
I am interested in becoming a new client. Where do I start?

    ~  Is it really so important that I call my insurance company? I know what my copay is at the doctor's office.
    ~  I am a new client. Is there anything I can do in order to prepare for my appointment?

Using the Online System to Register and Complete the Intake
    ~ 
I tried to register online but it tells me to call the office. When I call, I'm told to register online. What do I do?
    ~ 
I was told I haven't completed the online Intake but I thought I'd finished everything. Where do I find it?

    ~  My codes to the online system aren't working. What should I do?

Scheduling and Canceling Appointments Online
    ~ 
I tried to schedule or cancel an appointment online and it's not working. It tells me to call the office.

    ~  I'm a new client and my tentative appointment time isn't available when I try to schedule online. What do I do?

Emergencies
    ~ 
I'm running late and won't make my appointment on time. How can I let my counselor know?

    ~  I had an unexpected emergency and can't make my appointment. Who do I notify?

Billing and Insurance
    ~ 
I received a statement from HCCA and my insurance is denying all of my claims. What should I do?


Payments
    ~  I contacted my insurance and know what my portion will be. What types of payments do you accept?

Minors
    ~  Are there any specific forms I need to complete if my child is a minor?
    ~  I am divorced from my child's father. Do I need his consent to bring my child to counseling?

Release of Information
    ~  I would like to have my records sent to my general practitioner. What do I need to do?

 

New Clients

I am interested in becoming a new client. Where do I start?
First, visit our "Therapists" page to select a counselor. Make sure the counselor you select takes your insurance and sees clients of the applicable age group. Next, and most importantly, call your insurance company and confirm that your counselor is in-network and what your costs will be for counseling. Once you have contacted your insurance provider, go to our "Getting Started" page for all the information you need to Register and complete the Intake online.

Is it really so important that I call my insurance company? I know what my copay is at the doctor's office.
This is critical! Don't assume anything. It is very possible that your health insurance provider is different from your behavioral health provider. You may have Blue Cross Blue Shield for your health insurance (which is in-network), but your behavioral health coverage is through Magellan (which is out of network). This has happened multiple times and clients end up owing quite a bit that they could have avoided if they'd contacted their insurance. Remember that your coverage is between you and your insurance provider. HCCA does not get involved beyond submitting claims on your behalf.

I am a new client. Is there anything I can do in order to prepare for my appointment?
Most importantly, complete the Registration and Intake and call your insurance. Aside from that, you may want to write a list of items that you want to discuss with your counselor and/or bring a log that tracks particular patterns. For example, if you want to discuss your recent anxiety levels, track your level of anxiety each day for a week or two (maybe on a scale of 1-10), list specific events that made the anxiety better or worse on a specific day, etc. Logs can be much more descriptive than saying, "I've been anxious lately."

Using the Online System to Register and Complete the Intake

I tried to register online but it tells me to call the office. When I call, I'm told to register online. What do I do?
The automated system will tell you to call the office if you're trying to register with a counselor who is full and not accepting new clients. Simply go to our "Therapists" page and select a different counselor.

I was told I haven't completed the online Intake but I thought I'd finished everything. Where do I find it?
Go to
www.schedule.care and login with the codes you created when you registered. The Intake is called the Biographical Form and you will be prompted to complete it when you login.

My codes to the online system aren't working. What should I do?
Call the office and leave a message directly for your counselor at their private extension. If you don't know it, press 8 for the Directory. They can tell you what your login was, but not your password. They'll have to reset it so you can login and change it. You can also ask them to reset it for you at your next visit.

Scheduling and Canceling Appointments Online

I tried to schedule or cancel an appointment online and it's not working. It tells me to call the office.
The automated system will tell you to call the office if you're trying to schedule or cancel an appointment within 24 hours of the appointment time. If that is the case, call and leave a message directly for your counselor so they can manually schedule or cancel the appointment. (Please keep in mind that there is a no-show/late cancelation penalty if you don't provide 24 hours notice.)

I'm a new client and my tentative appointment time isn't available when I try to schedule online. What do I do?
If you called the office or spoke with a counselor who set a tentative appointment for you, it's not going to show as available online because they reserved it for you. Don't schedule an additional appointment online or you'll end up with duplicate appointments.

Emergencies

I'm running late and won't make my appointment on time. How can I let my counselor know?
Call the office and leave a message directly for your counselor at their private extension. If you don't know it, press 8 for the Directory. That message will be delivered directly to your counselor.

I had an unexpected emergency and can't make my appointment. Who do I notify?
Call the office and leave a message directly for your counselor at their private extension. If you don't know it, press 8 for the Directory. That message will be delivered directly to your counselor.

Billing and Insurance

I received a statement from HCCA and my insurance is denying all of my claims. What should I do?
Contact your insurance company immediately to find out why. If it's not a technical issue, or legitimate lack of coverage, it could be due to "coordination of benefits". This means that they think you have additional insurance coverage and will refuse to cover any costs until you contact them and confirm. HCCA does not intervene if your insurance company refuses to cover your visits since coverage, or lack of, is between you and your insurance provider. We do not get involved beyond submitting claims on your behalf.

Payments

I contacted my insurance and know what my portion will be. What types of payments do you accept?
HCCA accepts cash, checks and most major credit cards, including HSA cards. Payments are due at the time services are rendered.

Minors

Are there any specific forms I need to complete if my child is a minor?
All minors require a Consent Form signed by their parent or legal guardian. After you register online, you will receive an email containing important information and additional documents, including a Consent Form.

I am divorced from my child's father. Do I need his consent to bring my child to counseling?
We are required by law to obtain legal documentation showing that the parent bringing the child for counseling is within his/her legal rights to do so. This means that the parent scheduling the appointment must submit, in advance of their appointment, a copy of their divorce decree and/or latest modification describing their rights regarding psychological treatment. If this is not submitted, HCCA will cancel the appointment.

Release of Information

I would like to have my records sent to my general practitioner. What do I need to do?
At your counseling session, request that your counselor share his/her notes and complete the Release of Information form. HCCA will not release records without a valid Release of Information form on file. After you register online, you will receive an email containing important information and additional documents, including a Release of Information Form.

 

 

 
     
 

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