Current Clients
To view your billing information, pay a balance, see upcoming and kept appointments, and complete new forms, visit the Client Portal:
Policies
Scheduling
For our active clients, the online portal offers a seamless way to schedule additional appointments at your convenience. If you have any inquiries about availability, you can connect with your therapist to discuss openings.
In the event of a 90-day lapse in communication or scheduled appointments related to your care, our office will reach out to discuss potential termination of services. We understand that circumstances may necessitate extended periods without treatment, but such arrangements must be agreed upon with your provider PRIOR to the lapse in care.
If you decide to reinstate services, simply give our office a call. It’s important to note that reinstating services doesn’t guarantee an immediate appointment. Depending on your provider’s availability, there might be a wait.
We appreciate your understanding, and our priority is to ensure you receive the best possible care within the context of your provider’s availability.
Attendance
In the spirit of ensuring quality care and respect for both your time and your therapist’s, we’ve established a few guidelines to maintain the effectiveness of our services:
Rescheduling Etiquette: Should you Late Cancel or No Show for your scheduled appointment on three separate occasions, your therapist may exercise their discretion to refer you to a counseling office better suited to accommodate your scheduling needs. Simultaneously, your case with Renewed Hope Counseling would be formally closed.
Punctuality Matters: Late arrivals can disrupt the flow of sessions, which is why arriving beyond 15 minutes past the scheduled start time will lead to the cancellation of your session and the application of a late-cancellation fee. Exceptions can be made if a prior arrangement has been discussed with your therapist.
Unforeseen Circumstances: Life occasionally brings unforeseen events beyond your control. In such instances, please promptly inform your provider about your situation via voicemail, text message, or email. Clear communication helps us better assist you in navigating these circumstances.
Cancellation
Renewed Hope Counseling values your time and commitment to your well-being. As part of our effort to maintain a seamless and effective therapeutic experience, we have established the following cancellation policy:
Cancellation Policy:
We kindly request a minimum of 24 hours’ notice for appointment cancellations. Your convenience matters to us, and to facilitate cancellations, you’ll receive email or text reminders with the option to cancel via text.
Late-Cancellation or No-Show Fees:
Appointments that are late-cancelled (within 24 hours of the scheduled time) or result in a no-show (missed without prior notice) will be subject to an automatic $50.00 late-cancellation fee. This fee is designed to honor the time and preparation invested by both you and your therapist.
Understanding Your Needs:
We acknowledge that certain situations beyond your control may influence your ability to keep an appointment. In these instances, all late fees will be determined and assessed by your therapist, with your unique circumstances in mind.
Communication is Key:
If you find yourself needing to cancel within 24 hours of your appointment, we kindly ask that you provide a reason via email, voicemail, or text message. Your reason helps us better understand your situation and aids in our commitment to quality care.
Waiving Late Fees:
Late-cancellation and no-show fees can be reviewed by your therapist, provided a valid reason is shared.
Billing Policy
At Renewed Hope Counseling we have two options for billing. You may authorize billing 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 unless previously discussed with your therapist.
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 contact Candace at candace@renewedhopecounselingrochester.com
To set up a Payment Plan, please speak to Candace.
Renewed Hope Counseling does NOT accommodate clients carrying a balance on any accounts after insurance has paid its portion. If you have a balance on your account that has not been addressed 30 days past due Renewed Hope Counseling will not allow you to be scheduled with your therapist.
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.
We value your feedback.
Please complete the anonymous client satisfaction survey so that we can ensure that you are receiving the best in care.