Scheduling and Appointments
How can I cancel my appointment?
You may cancel your appointment through the patient portal. If you have not registered for the patient portal, you may register here: https://televerohealth.com/portal. Otherwise, you may call (512) 956-5003 or you may fill out a patient assistance request with the following link: https://televerohealth.com/help. Please note that there is a $75 cancelation fee for appointments canceled less than 24 hours in advance.
How can I cancel all my future scheduled appointments?
You may cancel your appointment through the patient portal. If you have not registered for the patient portal, you may register here: https://televerohealth.com/portal. Otherwise, you may call (512) 956-5003 or you may fill out a patient assistance request with the following link: https://televerohealth.com/help. Please note that there is a $75 cancelation fee for appointments canceled less than 24 hours in advance.
Will I be charged for canceling my appointment?
If you cancel your appointment more than 24 hours in advance you will not be charged. For cancellations less than 24 hours in advance there is a $75 cancelation fee.
How can I reschedule my appointment?
You may reschedule your appointment through the patient portal. If you have not registered for the patient portal, you may register here: https://televerohealth.com/portal. Otherwise, you may call (512) 956-5003 or you may fill out a patient assistance request with the following link: https://televerohealth.com/help.
How can I provide feedback on my appointment experience and what should I do if there are technical issues during a virtual appointment?
You will receive a survey link after your appointment where you can provide feedback.
How can I schedule an appointment?
You may schedule your appointment through the patient portal. If you have not registered for the patient portal, you may register here: https://televerohealth.com/portal. Otherwise, you may call (512) 956-5003 or you may fill out a patient assistance request with the following link: https://televerohealth.com/help.
What should I do if I have a scheduling conflict and cannot attend my appointment?
You may reschedule your appointment through the patient portal. If you have not registered for the patient portal, you may register here: https://televerohealth.com/portal. Otherwise, you may call (512) 956-5003 or you may fill out a patient assistance request with the following link: https://televerohealth.com/help. Please note that there is a $75 cancelation fee for appointments canceled less than 24 hours in advance.
How can I confirm or check the time of my upcoming appointment?
You can view your upcoming appointment information through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/portal. You will also receive three text and email reminders with the date and time of your appointment.
What should I do if I didn't receive a link for my scheduled appointment and am unsure about its status?
You may view the link to your appointment and any other upcoming appointment information through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/portal. You will also receive three text and email reminders with the date and time of your appointment.
How can I view all my upcoming appointments?
You may view all upcoming appointment information through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/portal.
What should I do if I am having trouble logging into my account for an appointment?
If you are having difficulty logging in, first be sure you have correctly entered all of your login information. If you are still having trouble, try resetting your password and logging in with the new password. For further assistance please call (512) 956-500.
How can I cancel or reschedule my appointment if I am unable to pay the cancellation fee?
You may reschedule your appointment through the patient portal. If you have not registered for the patient portal, you may register here: https://televerohealth.com/portal. Otherwise, you may call (512) 956-5003 or you may fill out a patient assistance request with the following link: https://televerohealth.com/help.
How can I confirm my upcoming appointment if I haven't received any recent communication?
You can view your upcoming appointment information through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/portal. You will also receive three text and email reminders with the date and time of your appointment.
What should I do if my therapist misses an appointment and I can't get a response?
Please call (512) 956-5003 for assistance.
What should I do if I missed my appointment?
You may reschedule your appointment through the patient portal. If you have not registered for the patient portal, you may register here: https://televerohealth.com/portal. Otherwise, you may call (512) 956-5003 or you may fill out a patient assistance request with the following link: https://televerohealth.com/help.
How do I join my scheduled telehealth appointment?
You may view the link to join your appointment through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/portal. You can also view the link through the first confirmation email you received after scheduling. For further assistance, please call (512) 965-5003.
What should I do if I forgot the url for my scheduled appointment?
You may view the link to join your appointment through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/portal. You can also view the link through the first confirmation email you received after scheduling. For further assistance, please call (512) 965-5003.
How can I switch my appointment with another person?
Please fill out a patient assistance form with the following link: https://televerohealth.com/help. Please allow 1-2 business days to receive a response, as tickets are processed in the order they are received.
Can I schedule an appointment myself?
Yes, you may schedule your appointment through the patient portal. If you have not registered for the patient portal, you may register here: https://televerohealth.com/portal. Otherwise, you may call (512) 956-5003 or you may fill out a patient assistance request with the following link: https://televerohealth.com/help.
Do I need to download anything before joining a session?
All sessions are conducted through Zoom. We highly recommend downloading zoom for an easier experience, but it is not necessary for the appointment.
What happens if I cancel my appointment less than 24 hours before my scheduled time?
If an appointment is canceled less than 24 hours before the scheduled time, you will be charged a Late Cancel fee of $75.
What happens if I'm late to an appointment or miss it?
If you are more than 15 minutes late to an appointment, you will be charged a No-Show fee of $75.
What if there are no appointments available based on my criteria?
If there are no appointments available, you will be placed on a waitlist.
What number can I call to talk to a scheduler?
You can call (512) 956-5003 and press option 1 to speak to a scheduler.
Patient Registration Questions
How can I check if my new patient forms and information have been reviewed?
Once you have registered, please allow 1-2 business days for a team member to reach out to you to confirm.
Do you have availability for new patients?
Yes, typically as early as same day or next day appointment availability.
How long after completing my new patient information can I expect to have an appointment?
Once you have filled out your new patient information please allow 1-2 business days for a team member to reach out to you via call and text. Once we are in touch we typically have as early as same day or next day appointment availability.
How do I get started with your services?
To get started as a new patient, please fill out the registration form with the following link: https://televerohealth.com/welcome. Once you have registered please allow 1-2 business days for a team member to reach out to you via call and text.
How do I set up an account as a new patient?
You can register for the patient portal with the following link: https://televerohealth.com/portal.
How do I know if my patient registration and initial health survey are complete, and what should I do next?
Once you have completed your registration forms, please allow 1-2 business days for a team member to reach out to you via call and text to confirm.
How can I access the registration form?
You can access the registration form with the following link: https://televerohealth.com/welcome.
Therapy Questions
What kind of care do you offer?
Televero offers Therapy/Counseling and Medication Management.
Do you offer in-office appointments?
No, we are fully virtual, meaning that all of our sessions are conducted online through our telehealth platform.
Are my virtual sessions recorded?
Sessions are never recorded.
How do I get matched with a provider?
Our team does their best to match you with a provider that fits your criteria (gender, specialties, age, etc.).
What licensure will my provider have?
If you are seeing a counselor, your provider will be an LPC-A, LMSW, LCSW, or LPC. If you are seeing a med-management provider, they will be a PMHNP who collaborates with an MD (Psychiatrist).
How do I join a session?
Prior to joining a session, you will be provided with a secure link that will take you to your virtual Zoom session. If you are having difficulties connecting, you may reach out via our main line.
How do I contact my provider?
To contact your provider, you may submit a Patient Assistance Form here.
Medication Questions
Do you prescribe medications?
Yes, we do prescribe medication, including stimulants.
How long will it take to get my meds?
Generally, medications will be sent to the pharmacy after your appointment. However, if there is a delay, please leave a Patient Assistance Form through our website, and a clinical staff member will assist in making sure you have your meds.
What is your policy for ADHD and stimulant medication?
What is your prescribing policy for anti-anxiety, sleep medication, and opioids?
Billing and Insurance
How can I inquire about a charge on my account?
For questions regarding your billing statement, please fill out a patient assistance form here: https://televerohealth.com/help. Please allow 1-2 business days to receive a response, as tickets are processed in the order they are received.
Why am I being charged the day before my appointment?
Our policy requires patient responsibility to be collected 24 hours prior to the appointment to ensure the appointment is kept and not canceled in an untimely manner. Just as with any insurance, payment is due prior to services being rendered.
Why do I have a balance due or charges on my card when I haven't had an appointment in several months?
For questions regarding your billing statement, please fill out a patient assistance form here: https://televerohealth.com/help. Please allow 1-2 business days to receive a response, as tickets are processed in the order they are received.
What should I do if I was charged twice for my appointment?
For questions regarding your billing statement, please fill out a patient assistance form here: https://televerohealth.com/help. Please allow 1-2 business days to receive a response, as tickets are processed in the order they are received.
How can I request a refund?
For questions regarding your billing statement, please fill out a patient assistance form here: https://televerohealth.com/help. Please allow 1-2 business days to receive a response, as tickets are processed in the order they are received.
Why was I charged for an appointment I canceled more than 24 hours in advance, and how can I resolve it?
For questions regarding your billing statement, please fill out a patient assistance form here: https://televerohealth.com/help. Please allow 1-2 business days to receive a response, as tickets are processed in the order they are received.
What should I do if I have lost my primary insurance and need to check if my secondary insurance is in-network?
Please contact your secondary insurance for coordination of benefit information.
What should I do if my insurance details were incorrectly processed?
We would be happy to discuss any discrepancies with you directly. You may call (512) 956-5003 or you may fill out a patient assistance form with the following link: https://televerohealth.com/help.
How can I update my insurance information?
You may update your insurance information through the patient portal. If you hav not registered for the portal, you may register here: https://televerohealth.com/portal.
Can I switch from using insurance to paying out of pocket?
Yes, if you wish to do this, please fill out a patient assistance form with the following link: https://televerohealth.com/help.
Do you accept both primary and secondary insurance?
Yes.
Why do I have a balance owing even though my insurance was supposed to cover it?
It is likely the balance is due to a difference in collection prior to the appointment. Benefits per insurance are an estimate and not a guarantee. A balance could mean a difference in copay, coinsurance or deductible once the claim is processed by insurance. If you still have questions please fill out a patient assistance form here: https://televerohealth.com/help.
What should I do if I notice a discrepancy in my billing amount for sessions with my insurance?
We would be happy to discuss any discrepancies with you directly. You may call (512) 956-5003 or you may fill out a patient assistance form with the following link: https://televerohealth.com/help.
How can I get a detailed breakdown of the charges in my insurance claims?
For an itemized receipt of services provided, please fill out a patient assistance form here: https://televerohealth.com/help.
What should I do if my insurance will not cover services I received?
If the insurance does not cover you may pay out of pocket for services with a credit card. We offer competitive pricing as well as CareCredit through Synchrony. For more information about CareCredit, please go to https://www.carecredit.com/.
What options do I have if I no longer have insurance?
Without insurance you would elect to pay out of pocket. We offer competitive pricing as well as CareCredit through Synchrony. For more information about CareCredit, please go to https://www.carecredit.com/.
How can I request an authorization to be sent to my insurance company?
Prior Authorizations are obtained by our facility on behalf of the referring provider. Should your insurance require a referral from your primary care provider, we would request that referral prior to scheduling your appointment, if you are unsure if your primary care provider has sent the referral, please call them to confirm prior to your scheduled appointment.
How can I request a phone call to discuss my insurance?
We would be happy to discuss your insurance with you directly. You may call (512) 956-5003 or you may fill out a patient assistance form with the following link: https://televerohealth.com/help.
How can I verify if my insurance is accepted?
Someone from Televero will contact you 1-2 days after registration with verification of your benefits.
What happens if my insurance is out of network?
If we are out of network with you insurance and there are no out-of-network benefits, you would be required to pay our self-pay fees for each date of service.
Why do you need a credit card on file?
Credit cards are required to be on file per company policy to ensure upfront patient copays, deductibles, and/or coinsurances are collected prior to the scheduled appointments.
How can I get in touch with the Billing Department?
You can reach the Billing Department by calling our main line (512) 956-5003 and following the prompts for billing.
How do I pay my balance?
Your balance can be paid by logging into your patient portal at Patient Portal.
How can I dispute a charge?
To dispute a charge, please contact the Billing Department with any issues relating to balances and/or payments.
Why am I being charged more than my co-pay?
Depending on your benefits, you will be asked to pay your deductible portion and/or coinsurance if your individual out-of-pocket is remaining.
Why am I seeing another clinician's name on my bill?
Depending on your NP or counselor, we bill under the overseeing/supervising MD who is credentialed with your insurance. This ensures your costs as the patient are kept low and processed in-network.
What is the self-pay rate?
The self-pay rate is our fee for patients who elect not to use insurance or have no insurance. The rate is dependent upon the appointment needed.
Am I able to go on a payment plan?
Payment plans are offered; however, they are handled on a case-by-case basis.
What is your billing and payment policy?
Document Questions
Do I need a doctor's note for my medication when traveling abroad?
Some medications require a letter from your Clinician. You may ask for one during your session.
How can I obtain a copy of the document releasing me from care?
You should ask your Clinician during session if you need a letter to be written.
How can I ensure the documents I filled out online are correct?
You can review your documents through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/portal.
How can I obtain a doctor's note?
Your provider can provide a work or school excuse during your session.
How can I upload my documents if I'm having trouble with the upload process?
If you are having trouble with the upload process please call (512) 956-5003. You can also submit a patient assistance form with the following link: https://televerohealth.com/help.
How do I send over my evaluation documents?
You can upload your documents through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/portal. You may also fax your documents to (855) 490-2276.
How can I obtain my complete medical documentation?
To request that you records be placed onto the patient portal, please call (512) 956-5003 or fill out a patient assistance form with the following link: https://televerohealth.com/help.
How can I request a document regarding my medical condition?
You can ask your clinician during session for a letter to be written. Otherwise, you may fill out a patient assistance form with the following link: https://televerohealth.com/help.
How do I request documents and recent notes for FMLA paperwork?
You can discuss FMLA paper work during your session with your clinician. If appropriate, these can be completed during session.
How do I access documents in my account?
You can access documents in your account through the patient portal. If you have not registered for the portal, you can register here: https://televerohealth.com/help.
How can I have my previous documents forwarded to my primary care provider?
If your primary care provider is listed in your chart, your notes will be sent automatically. If you have no primary care provider listed you can complete a release of information for them to be sent to them. Please fill out a patient assistance form with the following link: https://televerohealth.com/help.
How can I request documentation from your company?
Any documentation needed can be requested during your session with your clinician.
General Questions
What are your phone hours?
We are open from 8:00 A.M to 8:00 P.M CST Mon-Sat.
What age groups do you see for patients at your practice?
Televero sees patients from ages 5-95.
How do I request my records?
To request your records, you can submit a Patient Assistance Form through our website.
How do I log in to the Patient Portal?
The patient portal is available online at https://televerohealth.com/portal. When accessing the portal for the first time, you will need to "register" for your portal account. The button for that process is located at the bottom of the page. It will require the same first and last name, date of birth, and email that you used when completing your new patient information. Once you have registered for the portal, you can then log in using your account credentials.
What should I do if I am unable to access the patient portal?
Please fill out a patient assistance form with the following link: https://televerohealth.com/help. Please allow 1-2 business days to receive a response, as tickets are processed in the order they are received.
Are my sessions secure?
All of your sessions are secure and HIPAA compliant.
What states do you offer services in?
Currently, Televero offers services in Texas and Florida, meaning that patients have to be physically located in their state to have an appointment.
What is your fax number?
Our fax number is (512) 233-0553.