Frequently Asked Questions (FAQ)

How much time does it take to schedule a new client appointment?

 

• In most situations, once a potential client completed the new client intake form, WS can provide a new client appointment in 3-5 business days. 

• This depends on how much schedule availability the client provides to WS. The greater a client’s schedule availability the more options we will have available to offer you an appointment time. 

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

 

How do I complete the WS New Client Intake Form? 

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• Please click the following link: WS New Client Intake Form

• Please click on the following links for additional information: Appointment Information, New Client Intake, and Fees & Insurance. 

 

What if I do not want to complete the WS New Client Intake Form prior to scheduling an appointment?

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• Wellness Solutions strives to provide a quick, easy, fast, and frictionless online intake for new clients.

• New clients are required to complete the WS New Client Intake Form to schedule an appointment.

• The information contained in the WS New Client Intake Form includes client registration information, client insurance and billing information, and the consents and permissions required for

• Wellness Solutions to check insurance eligibility and benefits, schedule appointments, and match a clinician to the client's clinical needs and schedule availability.

• Wellness Solutions needs the information contained in the WS New Client Intake Form to schedule the client for the first session. 

• There is no way to schedule an appointment without providing the legally and ethically required documentation to admit to care. 

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

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Does Wellness Solutions offer free consultations or free first appointments to potential new clients?

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• No. Wellness Solutions therapists provide coveted professional services. Professional clinical time is highly valuable and in demand. We provide extensive information regarding our clinical services and policies to ensure potential clients have the information they need to make a positive and informed decision regarding their care. 

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

 

How do telehealth appointments work?

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• Your therapist will send an email at the start time of your appointment. Clients open the email and click on the link in the body of the message. A new window will pop up and the client will be permitted to enter the session. We do not re-use old appointment links for previous appointments. A new email with a new appointment link will be send at the start time of each appointment. We do not send links prior to the start of your appointment. These precautions ensure security, privacy, and ease of access to each session.

• All appointments begin at the top of the hour and are 45 minutes in duration.

• If an appointment does not begin by 10 minutes after the start time of the appointment then the session will need to be rescheduled. If a client misses an appointment then we will outreach within one business day to check in and make sure you are ok. 

• If you are having tech issues please don't panic. We are here to help you. Simply, contact our staff and let them know you are having difficulty entering the session and we will assist you. 

• If your therapist is running a little behind please do not panic. Simply, contact our staff and let them know. Often a therapist send the link to the appointment but it went to a client's spam or junk box. There are times when we run a little behind as well. If a therapist is running behind then we will reach out to let you know and you will still get your full 45 minute session. We understand we are all busy and respect your time. We strive to be timely and prompt for sessions.

• Pro Tip: Make sure to check your spam folder to ensure that Wellness Solutions emails do not end up in your spam or junk folder. Wellness Solutions sends patient education materials via email throughout the onboarding and care process to ensure clients have all the information they need to feel comfortable and confident in their care. If you are missing out on our emails or texts then you will miss out on important information. 

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What technology is required to attend telehealth sessions? What happens if there is a technological issue for a telehealth session? Do I need to download or create a profile for telehealth sessions?

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• Wellness Solutions uses HIPAA compliant, secure and encrypted Google Workspace for telehealth sessions with Google Meet. This system can be used by all computers, devices, and operating systems. You do not need a Google account to use our system.

• If there is a technical issues in a regular telehealth session then we use Spruce Healthcare VOIP for secure telehealth appointments as a back-up. Spruce does require a free app download and is also HIPAA compliant, secure, and encrypted also.

• Wellness Solutions uses the Moovd WeMind platform for EMDR telehealth sessions. The WeMind platform is HIPAA compliant, secure, and encrypted.

• If a client has an internet connectivity problem, loses their privacy, has a technical problem, or an unforeseen event occurs then we will assist you in any way to resolve the problem and if that is not possible we will reschedule the appointment. We are here to help. We are on your side. Anything we can do to assist you-we are here for you. 

• Pro Tip: Wellness Solutions does NOT recommend attempting to complete an EMDR session with a phone or tablet due to the small screen size potentially negatively affecting the quality of the session. 

 

What types of private commercial insurance does Wellness Solutions accept? 

 

• Wellness Solutions accepts most major private commercial insurance including the following: Aetna, Anthem, Blue Cross Blue Shield, Cigna/EverNorth, ComPsych, Magellan, United Healthcare, UMR and more. For additional information please see the Fees & Insurance page. 

 

I have Medicaid, Medicare, or Tricare. Do you accept these insurances?

 

• No. WS does not accept Medicaid, Medicare, or Tricare. Since Medicaid, MediCare, and TriCare do not allow for out-of-network services then your only options are to consider paying for services at the standard fee for services or at the sliding scale fee for services. For additional information please see the Fees & Insurance page. 

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Does Wellness Solutions bill for out-of-network services with private commercial insurance?

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• No. Wellness Solutions does not bill out-of-network with private commercial insurance. If a client has out-of-network insurance then the client can select to pay standard fees for services or sliding scale fees for services. For additional information please see the Fees & Insurance page. 

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Does insurance pay for telehealth appointments?

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• Private commercial insurance is required to cover telehealth appointments the same as in-person appointments in the State of Texas for counseling and psychotherapy.

• Coaching is not covered by any type of insurance- public (Medicaid, Medicare, or Tricare) or private commercial insurance. 

• EMDR is not covered by private commercial insurance regardless of the place of service being in-person or telehealth.

• ​For additional information please see the Fees & Insurance page. 

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What are EAP insurance benefits? 

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• EAP stands for Employee Assistance Plan. This is an insurance benefit paid for by the subscriber and their employer which provides a specific number of "free" sessions to a client.

• It is important to note that EAP benefits require the client to provide Wellness Solutions with the authorization number and specific number of sessions permitted by their insurance.

• Clients must contact their insurance company to check their EAP benefits. If a client does have EAP benefits then the client will be asked clinical questions in order to obtain an authorization number with the number of approved sessions. The WS New Client Intake Form will ask for this information. 

• The EAP authorization number and the number of approved sessions should be obtained prior to the client's first session and given to Wellness Solutions in the WS New Client Intake Form. 

• Wellness Solutions will accept most major EAP insurance plans.

• Wellness Solutions will not permit clients to use their EAP benefits with multiple EAP cycles in one treatment episode. This means that if a client's EAP benefits permits the client to renew indefinitely Wellness Solutions will only permit the use of the EAP benefits once per treatment cycle. 

• Clients are strongly recommended to research their EAP benefits and determine if they want to use this benefit. There are significant confidentiality and privacy concerns with using EAP benefits. 

• For additional information please see the Fees & Insurance page. 

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What is an insurance "carve out"?

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• An insurance carve out is when a client has their medical insurance through one insurance company and their mental, behavioral health, and substance abuse benefits are through an entirely different insurance company. This can be tricky because the benefits in the carve out are not usually known to the client and are not indicated on the client's insurance card.

• It is possible for some clients to have medical insurance where Wellness Solutions and WS provider's are in-network but are potentially out-of-network for the carve-out insurance. This is not a common occurrence but is possible. It is also challenging because insurance companies will not state an insurance carve out clearly which can cause insurance eligibility and benefits checks and insurance claims filing complicated and cause delays.

• To avoid this problem, it is strongly recommended that clients check their own insurance benefits to avoid potential problems. 

• For additional information please see the Fees & Insurance page. 

 

Can I complete the new client form with paper and pen instead of online?

 

• No. The WS new client intake document is a 100% paperless smart form. 

• No printing required. Simply click on the link and complete the form. 

• Our "smart forms" have conditional logic branching which means the way you answer one question will determine which questions you are asked subsequently. This saves time and energy so you do not have to answer questions that do not apply to your situation. 

• We respect your time and make every effort to create an experience that is simple, easy, and convenient. 

• We do NOT send our new client intake form in a format where they are printed, filled out, and signed with paper and pen. 

• Please click the following link to complete the intake form: WS New Client Intake Form.

• For additional information please visit the New Client Intake and Appointment Information pages.

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Why can’t I schedule an appointment for my spouse, partner, friend, or adult child?

 

• Due to privacy and confidentiality an adult cannot request or schedule appointments for another adult. 

• If your loved one, such as a spouse, significant other, or adult child would like an appointment then he or she MUST be the person who requests and schedules the appointment. 

• We will not communicate with a support system member about a potential client or client as this is a potential confidentiality and privacy concern. 

• We appreciate and embrace support system members who are positive toward treatment. 

• Due to State and Federal law, as well as our professional ethical standards we are not permitted to communicate with anyone other than the client regarding their care. 

• If your loved one is currently in a hospital then the discharge planner may contact us (with a consent to release information) or the client may contact us during his or her phone privileges.

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

 

What is a standing appointment or recurring appointment?

 

• A standing appointment or recurring appointment is when WS reserves a specific day and time on a weekly or every other weekly basis for you. 

• We believe that scheduling a standing appointment weekly or every other week helps clients remember their appointments and is more convenient for scheduling. 

• For additional information please visit the Appointment Information page. 

 

I canceled my appointment but I still received my appointment reminder, what happened?

 

• WS appointment reminder system uploads in advance of the appointment. If you cancel your appointment and you still get an appointment reminder this is due to the appointment having uploaded to the system prior to your cancellation notice. 

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

 

How often should I expect to see my therapist?

 

• New clients should expect to see their therapist once per week. 

• Once clients begin to experience symptom reduction and are making progress towards treatment plan goals then they will have a frequency of every other week. 

 

Why is a credit card on file required? What if I do not want to put a credit card on file?

 

• A credit card on file is required to cover the patient responsibility expenses for care. 

• If you do not want to put a credit card on file then you will not be eligible to schedule an appointment or receive care from Wellness Solutions. 

• For additional information please visit the Fees & Insurance page. 

 

What credit cards does Wellness Solutions accept?

 

• Wellness Solutions accepts most major credit cards including the following: Discover, MasterCard, and Visa.

• Wellness Solutions does not accept American Express.

• For additional information please visit the Fees & Insurance page. 

 

How do I know what my sessions will cost? I would like to know how much a session costs before I start care.

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• Wellness Solutions will check a client's insurance eligibility and benefits prior to the client's first appointment. We will then email or text a client with the results of the eligibility and benefits check so that a client will know the cost of care prior to their first appointment. 

• It is important to note that insurance eligibility and benefits checks are very frequently incorrect. Ironically, though the insurance companies are responsible for knowing this information and providing it to clients and providers, they are often incorrect and inaccurate. We inform all clients that we will not know the actual patient responsibility until the first two claims clear insurance. If you receive an incorrect eligibility and benefits check then please contact your insurance and let them know you are not satisfied with how they are managing your policy. We are not able to access any information about your policy that you cannot access. 

• All clients with private commercial insurance are strongly recommended to check their insurance eligibility and benefits prior to initiating care. Clients can do so by calling their insurance company and inquiring about their insurance benefits. Clients can also go to the member website for their insurance and check their benefits. 

• To insurance benefits the client will need to request the network status of the provider and the service they seek.

• The information needed to check your own benefits is as follows: The providers will be Wellness Solutions (NPI: 1922375484), Danielle C. Ellis MA MCJ LPC NCC (NPI: 1053507376), or Jason Stewart LPC (NPI: 1528475993). The service will be individual outpatient telehealth counseling and psychotherapy. The service CPT codes are 90791 and 90834. The Wellness Solutions mailing address is Wellness Solutions, LLC 8000 Research Forest Dr Ste 115 PMB 1168, The Woodlands, TX 77382. 

• If a client does not have insurance and requests sliding scale discounted fees then Wellness Solutions will provide those fees prior to the first session.

• If a client does not have insurance and requests regular fees for services then most of our fees are on our website. For additional information please visit the Fees & Insurance page. 

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Why am I required to place a credit card on file if I do not have a copay, coinsurance, or EAP benefit? How do I put a credit card on file?

 

• A credit card on file is required to cover a client’s expenses for care.

• All clients are required to have a credit card on file regardless of their current copay, coinsurance, or EAP because a client is responsible for all care expenses not covered by their insurance. If a claim is denied, rejected, or if the client loses their insurance the client is responsible for payment of these services. 

• Once a client completes the WS New Client Intake Form a client will receive a welcome call and we will provide potential new client appointment days/times. We will send the new client a secure encrypted link to our STRIPE credit card gateway via text or email to put a credit card on file for services. If a client fails to provide a credit card on file then the appointment will be cancelled and the client will begin the intake process again. 

• Wellness Solutions does not collect credit card information via the WS New Client Intake Form due to PCI Credit Card compliance laws. Wellness Solutions does not require a client to have a credit card on file until the client has completed the WS New Client Intake Form and the client has been admitted to care.

• Clients using EAP benefits should be aware that EAP benefits do not provide enough free sessions to complete a treatment episode. 

• EAP sessions are intended to assist with the cost of care and to get a client started with their care. EAP sessions are not renewed more than once per client per treatment. 

• For additional information please visit the Fees & Insurance page. 

 

My credit card on file was not charged on a day that I saw my therapist. Why?

 

• Wellness Solutions charges your credit card on file when the insurance claim clears and is paid by an insurance company. This means that your credit card is not charged on the same date that you see your therapist. If you look in the automated email receipt sent via email when your credit card is charged you will see the date of service the charge pertains to.

• For additional information please visit the Fees & Insurance page. 

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What are sliding scale fees for services?

 

• Sliding scale fees for services are discounted fees for counseling and psychotherapy when a client does not have insurance. The discounted fees are to assist individuals who would not be able to pay for care with standard rates. 

• For additional information please visit the Fees & Insurance page. 

 

Can you check my insurance benefits before I complete the New Client Intake Form?

 

• No. The new client intake form provides us with the information about you personally, about your insurance, and the legal permissions required for Wellness Solutions to check your insurance eligibility and benefits. We cannot check your insurance benefits without completing the new client intake form. 

• Clients can check their own insurance eligibility and benefits quickly and easily by calling your insurance company or going to your member website for your insurance. 

• Please click the following link to complete the intake form: WS New Client Intake Form.

 

What services does Wellness Solutions provide? What are excluded services for Wellness Solutions?

 

• Wellness Solutions provides telehealth counseling, coaching, and psychotherapy to individual adult clients 18 and older. 

• Wellness Solutions provides care for mild, moderate, and severe mental and behavioral health conditions, substance abuse and chemical dependency, eating disorders, adjustment and stress-related disorders, trauma including PTSD and C-PTSD, self-injurious behaviors, escaping childhood trauma and family dysfunction, career and educational lifestyle changes, codependency, narcissistic abuse, boundary setting, assertiveness, managing medical and mental health concerns, and work/life balance. 

• Wellness Solutions does not provide services to children, adolescents, couples, or families. Wellness Solutions does NOT handle any cases involving the legal system, contested custody, court-ordered treatment, CPS/APS involvement, Substance Abuse Professional (SAP) evaluations, neuropsychological testing, educational/psychological testing, anger management counseling, impulse control disorders, parenting classes, Short term disability, SSI/SSDI disability determinations, DUI classes, clinical cases involving sexual compulsion or sexual addiction, gambling, treatment for sexual predators, FMLA documentation, fitness for duty evaluations for law enforcement or the military, or medication management/prescription treatments. We are not able to provide clinical documentation for service animals. Wellness Solutions does not provide in-person care.

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

 

My therapist cancelled my session because I was driving or because other people were present in the background of my session. Why?

 

• To ensure the safety, security, confidentiality, and privacy of all clients in session a Wellness Solutions therapist will cancel a session immediately if the client is not in a private and safe situation to conduct a session. 

• Clients are not permitted to drive or operate heavy machinery while in a session. 

• Clients should not be traveling or in a non-private environment during a session. 

• Sessions should be conducted in a private, quiet, and secure location to maintain confidentiality, safety, and to ensure a strong internet signal. 

• For additional information please visit the Appointment Information and New Client Intake pages. 

 

Why can’t I schedule with the therapist I requested?

 

• Wellness Solutions makes every effort to provide care to clients based on their preferences for care. We offer new client appointments based on the client’s schedule availability and that of our therapists, as well as the specific clinical needs of the client with the clinical expertise of the therapist.

• In order to provide a new client appointment as quickly as possible a client’s needs for care will supersede a client’s preferences for care.

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

 

When is a “broken appointment”? What is the “3 Freebie Flakeout” appointment attendance policy?

 

• A broken appointment is when a client is late for 10 minutes or more for an appointment OR cancels/reschedules without 24 hours notice, OR no shows for an appointment. 

• Clients receive “3 freebie flakouts” or three broken appointments and then they will be charged the full fee for a session. Please note that the full fee of the session is not the copay or coinsurance and is the actual full charged amount of a session. 

• Clients who have attendance problems will not be permitted to maintain standing appointments or have standing appointments in the most coveted times slots. 

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

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How do I communicate with Wellness Solutions?

 

• Clients are encouraged to engage and communicate with the WS Team!

• Clients can call, text, and email with WS. 

• We strive to be accessible and available to our clients. 

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

 

What are the Wellness Solutions hours of operation?

 

• Wellness Solutions is open from 9AM-3PM CST Monday-Thursday and 9AM-Noon CST on Fridays for administrative and billing concerns. 

• Wellness Solutions clinical hours are 9AM-6:45 PM Monday-Friday. 

• The schedules of each individual Wellness Solutions team member are different based on their availability and client needs.

• Any messages received after hours will be returned the next business day. 

• Wellness Solutions does not provide care on weekends.

• Wellness Solutions is closed most major holidays and on weekends.

• For additional information please visit the Appointment Information and New Client Intake​ pages. 

 

What are the limits of confidentiality? 

 

• There are ethical and legal considerations regarding privacy, confidentiality, and privilege as it relates to one’s information disclosed in treatment and one’s expectation to maintain control over his/her information. 

• Privacy: Involves an individual’s right to control the disclosure of personal information and to keep information to oneself. When a client gives a professional permission or consent to release information the professional only releases the minimum information necessary for the disclosure and within the parameters the client specifically allows in the consent. 

• Confidentiality: Refers to the professional’s ethical duty to protect private information, including all information obtained in the professional therapeutic relationship. A mental health professional has a professional, ethical, and legal duty to safeguard confidential information from unauthorized disclosure. As a general rule, confidential information is disclosed only when mandated by law or with the client’s written authorization. There are limitations and exceptions, however; which include dangerousness to self or danger to others, or the abuse, neglect, or exploitation of minors, the elderly, or individuals considered vulnerable or at risk. 

• Privilege: A legal concept limited to the protection of confidential information from forced disclosure in court and other legal proceedings. Privilege refers to the legal obligation that protects a client against forced disclosure of confidential information in court and in other legal proceedings. Privilege also has limits in legal parameters.  

• The provider will respect, protect, and adhere to all ethical and legal obligations with regards to protecting a client’s privacy, confidentiality, and protected health information (PHI). The client may sign a consent to release information form if he or she would like to give permission to the provider to coordinate and/or share the client’s confidential information with a third party. 

• The provider is legally and ethically obligated to report the imminent threat of harm to self or others to proper authorities. 

• The client is advised that the provider will report threats of imminent harm to oneself or others in order to facilitate and ensure the safety of the client and/or others. 

• In circumstances where Wellness Solutions, LLC requests the client for consent to release information to ensure safety and the client declines the consent to release information then Wellness Solutions, LLC will discharge the client from care and the client will not be permitted to readmit to Wellness Solutions, LLC at any time in the future. 

• The provider is legally and ethically compelled to report suspected child abuse, elder abuse, and/or abuse of adults who are disabled or unable to care for themselves. 

• The provider is legally and ethically compelled to report when clients may pose a risk to the public. 

• The provider may be compelled to provide confidential information related to treatment and diagnosis to third party payors and insurance companies as part of the claims submission and utilization review process. Confidential information, such as diagnosis codes, provided to third party payors and insurance companies may result in changes to his/her coverage and ability to secure insurance coverage in the future. 

• Further, clients in the areas of employment where the pursuit of treatment may have implications on his/her employment are advised that the submission of claims to third party payors and insurance companies may be shared with his/her employer. 

• Client information regarding their care may be released or shared with third party payers, insurance providers, and employee assistance plans (EAP). 

• Client information may be shared based on need and to allow access to the minimum necessary client information required for purposes of standard business practices, quality control, quality improvement, clinical quality measures, client safety, legal procedures, audits, coordination with insurance companies or third party payors, audits from governmental bodies, credit card vendors, billing purposes, and for other similar purposes. 

• The provider is legally compelled to comply with a subpoena and other actions of the court system in specific situations and circumstances. 

• The client is advised that a client's treatment and all documentation with regard to treatment can be subpoenaed in a court of law. 

• The client is advised that there is no complete and total confidentiality, privacy, or privilege for anyone regardless of circumstances. There are limitations ethically and legally to confidentiality, privacy, and privilege. 

• The provider is legally compelled to allow government agencies access to client information and records for purposes of audits, investigations, and other official purposes. 

• The client relinquishes all rights to privacy and confidentiality in the event the client or any agent of the client provides a threat of any type and through any type of communication to Wellness Solutions, LLC and/or staff such that Wellness Solutions, LLC. The client is advised that any and all legal and/or ethical rights to privacy and confidentiality are void in the event of legal, ethical, regulatory, or consumer complaints, investigations, audits, hearings, or other legal actions or proceedings. 

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What should I do if me or someone I care about is having a mental health emergency?

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• If you are someone you care about is having a mental health emergency please call 911 or go to the nearest emergency room. 

• If you need emergency mental health or crisis intervention resources please visit the WS Safety Resources page. 

• We strongly encourage all clients to inform Wellness Solutions staff ASAP if they are having a mental health emergency. Because Wellness Solutions is not open 24/7 for emergency services please contact us and let us know you are having a mental health crisis but do not delay seeking care from 911 or the nearest emergency room.