Established Patient FAQ

Your safety is our most important priority. Televero Health is an outpatient practice for ongoing care and is not an emergency service. If you are experiencing a mental health crisis, a medical emergency, or have thoughts of harming yourself or others, please take immediate action:

Call 911 or go to your nearest emergency room.

You can also contact the 988 Suicide & Crisis Lifeline 24/7 by simply dialing 988. Once you are safe, please let us know through the Patient Portal or by phone so we can provide the appropriate follow-up support.

The fastest way to manage your appointments is through your Patient Portal, available 24/7. You can also make changes by calling our team at (512) 956-5003 or by submitting a Patient Assistance Request.

We know that life is unpredictable. Your session time is reserved exclusively for you, and consistency is key to your progress. To ensure fairness to all patients and our providers, we have a clear policy:

• Cancellations: We require at least 24 hours' notice to cancel or reschedule. Any appointment missed or cancelled with less than 24 hours' notice will incur a $75 fee. We understand emergencies happen; if you have concerns about the fee, please reach out to us.
• Late Arrivals: If you are more than 15 minutes late to your appointment, the session will be cancelled and will also incur the $75 late-cancellation fee. This is to ensure that following appointments are not delayed.

For complete details, you can review the full policy here: https://televerohealth.com/billing-and-payment-policy/

Consistency is one of the most important factors in making therapeutic progress. If you miss three or more appointments within a six-month period, we may need to have a conversation about whether this is the right time for you to continue with therapy, and in some cases, we may need to discontinue services. Our primary goal is always to ensure that you are set up for success.

For non-urgent clinical questions, the best method is submitting a Patient Assistance Request. For urgent clinical matters that are not a crisis, please call our office directly at (512) 956-5003.

Absolutely. The therapeutic relationship is the foundation of your care. If you feel your needs might be better met by a different provider, we not only support that choice—we encourage it. Your comfort and trust are paramount. You can easily request a change through your Patient Portal.

It is completely normal to have questions about medication. Our philosophy is collaborative and patient-centered—you are always in the driver's seat. Medication is a tool, not a requirement, and the decision to start, stop, or change any medication is one we will always make together.

Your health and safety are our highest priorities. Please follow this simple process for refills:

1. Contact your pharmacy first. Ask them to send an electronic refill request directly to us.

2. Ensure you have a follow-up appointment scheduled. To monitor your progress and ensure your safety, your provider must see you periodically to continue prescribing. This check-in is a vital part of protecting your progress.

We know that providing card information is a matter of trust. To ensure a seamless experience where your focus can remain on your care, we do require that a valid credit or debit card be kept on file at all times. This allows for simple, automatic handling of any copays or balances so you don't have to worry about manual payments. To ensure fairness for our providers, appointments will be automatically cancelled 24 hours beforehand if a valid card is not on file, which will incur the late cancellation fee.

Navigating insurance can feel complex, and we see ourselves as your partners in this process. As your care provider, we will review your benefits and submit claims on your behalf. However, your insurance policy is ultimately an agreement between you and your insurance company.

We strongly encourage you to take a few moments to confirm your specific benefits for telehealth and behavioral health directly with your insurer. This is the best way to ensure there are no surprises and that you are the expert on your own plan.

To provide you with the most accurate estimate possible, we adjust our future payment collections based on the final paid amounts shown on past Explanation of Benefits (EOB) from your insurer. This sometimes means the upfront cost for your next appointment may be slightly higher or lower as we align with what your insurance actually covers. If you have questions about your EOB, the best resource is always your insurance company.

If you have a question about a charge or believe there is an error, we want to resolve it with you. Please submit a Patient Assistance Request. Our billing team will personally review your account and provide a clear explanation.

We understand that life can sometimes make it difficult to keep accounts current. Our primary goal is to ensure your care continues without interruption. For that reason, we may need to pause scheduling new appointments if an account has a balance greater than $50, or if a statement is unpaid after 45 days.

The best first step is always to set up a payment plan. This can prevent any disruption to your care. You can start this conversation by reaching out to our billing team through the Patient Assistance Request form. We are here to work with you.

The simplest way to request any documentation is to discuss it with your provider during your session. They can address your needs right then and there. If you need help between sessions, you can always use the Patient Assistance Request form.

You can review documents you've submitted to us at any time in your Patient Portal. To request a complete copy of your medical record or to have your records sent to another provider, please submit a Patient Assistance Request. Our team will provide you with the necessary Release of Information form.

If you have trouble logging in, we recommend first using the "Reset Password" link on the portal page. For any other issues, please call us at (512) 956-5003 or submit a Patient Assistance Request.

If you get disconnected, your provider will try to call you at the phone number on file to continue the session. If you cannot reconnect, please call our main line at (512) 956-5003 for immediate assistance.

Your voice is incredibly valuable to us. After each appointment, you will receive a survey where you can share your thoughts. We review every response. This feedback is essential for our commitment to continuous improvement and helps us ensure we are always providing the highest level of care.