Frequently Asked Questions

We want to make sure that each patient has all the information necessary for success. Review
these FAQs to better know what to expect at various points during your treatment. We want to make your entire experience as smooth and stress free as possible.

Should I call or come to the office if I am having a crisis?
  • No. Emergency situations such as suicidal thoughts should be addressed using emergency services like 911 or a hospital. Also, see the emergency resources page to help prepare for the future.
What is the best way to get in touch with the office?
  • Call or TEXT: 757-436-0605 Billing option 1 Front Desk option 2
  • Fax: 757-436-0023 

  • PATIENT PORTAL coastalcounselingcenterintouch.insynchcs.com/login
Will I get a reminder call, text, or email about my upcoming appointment?
  • Yes, as a courtesy only, we will use automated calls and text messages to remind patients of their pending appointment.

    Appointment reminder calls come from 757-436-0605 two days prior to your appointment.

Before the Appointment

How do I become a patient?
  • Collect your insurance information (start date, policy #, sponsor’s date of birth), a valid credit or debit card (including HSA cards), a valid identification card, an email address.
  • Set aside 10 minutes and call 757-436-0605
  • It is best to contact your insurance company before you call the office. You should verify your mental health coverages and out of pocket costs. Also, ask if we are in-network with your insurance carrier. We generally accept Anthem, AETNA, CIGNA, Medicare, Optima, Optum (United Healthcare), & Tricare.
Can I set up an appointment for my family member?
  • Yes, for minor children or dependents.
  • No for other adults. Everyone over 18 will need to sign themselves up and make their own appointments.

During the Appointment

How long does the appointment last?
  • The first appointment will last at least 1 hour.
  • Therapy appointments are usually 45min-1hr. Medication appointments will typically last around 20-30min.
Can we do the telehealth appointment while I am driving or still in bed?
  • Telehealth visits should be treated like an office visit.
  • Be on time, be sure you have adequate internet connection, eliminate distractions such as driving, apps, family members, TV, food, etc.
What if I miss my appointment?
  • It is the patient’s responsibility to keep all appointments regardless of reminder notifications. Multiple missed appointments will result in termination from treatment.
  • Late cancellation ( < 24 hrs prior to appt ) and No-Show fees will be charged directly to the card on file.
  • Missing even part of a scheduled appointment may require rescheduling. A late cancellation fee will apply.
  • Call or text the main number ( 757-436-0605 ) as soon as you realize that you might not make it to the appointment on time.

After the Appointment

How do I get a medication refill?
  • You will be provided enough medication or refills to last until your next appointment.
  • Prescriptions are provided during a scheduled appointment only.
  • Call the pharmacy to check for refills if you are running low.
Can I call my provider between appointments?
  • Patients may call the office or send a message via the portal for nonemergency concerns. Providers will address the concern within 48 hours.
How do I get my provider to fill out some forms for me?
  • Forms including disability paperwork will be completed only after the patient is well established and the provider is comfortable with the patient.
  • Documentation and paperwork fees apply and are not covered by insurance.

Billing and Payment

When do I need to make payment?
  • All fees not covered by insurance are due at the appointment time. (i.e. Copayments and deductibles)
  • The card on-file will be used to pay for any outstanding fees. Billing statements will be NOT be sent. Payments are due at the time of service.
  • Payments can be made through the patient portal, over the phone, by mail, or in-person.
  • Active and Unblocked credit cards are required to be kept on-file for all patients and will be charged for outstanding balances beyond 30 days.
  • Front desk staff does not have authority to add or remove missed appointment fees

We Accept all Major insurance plans

We do not accept Employee Assistance Programs (EAPs).