flow FAQs

A superbill is a statement that you can request from us to obtain reimbursement from your insurance for out-of-network services. Superbills only apply if you have a PPO policy and you are seeking services from a provider that is not part of your insurance plan. Superbills can not be used to claim reimbursement for copayments, and do not apply to HMO policies.

Having insurance benefits does not guarantee payment for services. When services received are not covered by insurance for any reason, the client is fully responsible for the bill. Some reasons your insurance may not have paid your claims fully:

 

• The insurance made a mistake
• Your policy and benefits expired
• Details of your specific policy didn’t cover the service(s)
• You have a deductible that has not been met
• Your provider is not credentialed with your plan

As a courtesy, our staff will do our best to obtain the most accurate information about your insurance benefits, but it is ultimately your responsibility as the receiver of treatment to ensure that services are paid for. Payment discrepancies with your insurance company can be settled by contacting the customer service line on your insurance card.

You may view or pay your bill by following this link to your portal.

If you have any questions/concerns about your bill, you may contact our offices at (714) 898-0362 or email us at [email protected].

All major credit cards

Cash

Checks

Health-Savings Accounts (HSA)

It is highly encouraged to leave a credit card on file, but it’s not absolutely required. By having a credit card on file, your sessions will be automatically charged after services are rendered so you don’t have to worry about accruing a balance.

Client Portal

Too many missed payments may result in a disruption in delivery of services, the accrual of interest on your balance, and bill collections services.

For assistance in obtaining a doctor’s note for your appointment, kindly reach out directly to our office by calling (714) 898-0362 or emailing us at [email protected]. We’re here to help!

Please allow up to 3-5 business days to process medical record requests.

To initiate the process of accessing medical records, start by clicking here to complete the release of records form. Upon finishing the form, your request will be forwarded to the provider for approval and completion.

*Please note that medical records are the property of the individual provider, not Flow Wellness Hub. Each provider has their own guidelines and procedures for handling requests related to medical records.

Every provider has different rules for after-hours contact, please speak directly with your provider regarding their specific policies.

Should you have a medical or psychiatric emergency, please dial 9-1-1 or go to the nearest emergency room.

For non-emergency issues including billing, paperwork, records requests, etc, you may leave us a voicemail at (714) 898-0362 or email us at [email protected] and we will do our best to respond within one business day. Our office is open daily from 10AM-4PM, and closed on weekends.

To join a video telehealth session, simply login to your client portal. Any telehealth sessions that are ready for you to join will appear at the top of your home page. You have the option to join a session for any recent or upcoming appointments scheduled with your practice. **your browser may prompt you to share access to your camera and microphone. Click Allow.

Click the Join Session button for your appointment.

Yes! Every client is required to sign up for a portal for each provider that you see. In other words, if you’re seeing a therapist and medication provider, you will need to fill out two separate portals.

However, if you’re seeing somebody for family or couple’s therapy, only one portal account is necessary to represent the entire family.

Every policy is different, but psychological testing is typically not covered through insurance plans. If you have a PPO Policy, we can provide a Superbill for you to submit to your insurance for possible reimbursement.

We have providers who offer both in-person and telehealth services, but not all providers have both options. When you fill out our new client inquiry form you can indicate which you prefer and we will connect you with providers based on your preference.

First, thank you for giving us a chance to guide your first experience on your mental health journey. We understand how much courage it took to get to this point, so our goal is to make this process seamless.

 

The first thing you need to do is provide us some information about yourself so that we can help you find a treatment provider that aligns with your needs. You can do so by calling us directly at (714) 898-0362, or filling in this New Inquiry Client Form. Once we have all of the necessary information, we will contact you with a short list of providers whom we believe you will have success in treatment with.

For psychotherapy appointments – Please contact your therapist directly.**

For medication appointments – Please contact the office

**Keep in mind that most providers have a strict cancellation policy that incurs a fee if you don’t cancel your appointment within 24 hours of your scheduled time. Each provider sets their own cancellation fees. Please speak directly with your provider(s) regarding the details of their policies.

This is a personal choice, but a good topic to process in sessions with your therapist. If still unsure, it is acceptable to schedule a psychiatric medication evaluation with a medication provider simply to ask questions.

While the goal of therapy is to help you feel better, you will also feel uncomfortable at times, especially when being challenged to change. However, you should also pay attention to your instincts and either raise your concerns with your therapist or request to stop therapy if you experience the following:

• Feel negatively judged or criticized
• Consistently feel worst after sessions
• Feel physically or emotionally unsafe during sessions
• Feel lost or confused during sessions
• Unable to be honest or open
• Been in therapy for several months and don’t find it helpful

While we do our best to match our clients to the right therapists, not all of our matches will be a good fit. Many factors can affect who we refer you to including your insurance plan, therapist availability and what you tell us about your struggles.

In such a case, don’t be discouraged because all therapists are different, and it may take a couple of tries before you find the therapist for you.

Should you be unsatisfied with the providers you’ve tried, you may contact the office to request additional referrals, at which point we will work with you to discuss more options.

You have the option to see any of our providers who have availability, but they may or may not accept your insurance.

If you’re interested in working with somebody specific, you have the option to pay out-of-pocket for their services**, or request for staff to verify your benefits to determine whether that provider accepts your insurance.

If you have an HMO plan, only providers credentialed with your plan can be seen unless you pay out-of-pocket.

If you have a PPO plan, you will need to pay for services upfront and claim reimbursement from your insurance via Superbill.

Click here for more information about the seeing providers that are not part of your health plan network.

**All providers set their own Cash fees. You may inquire about their fees by contacting the office.