Where do I meet with my clinician for our sessions?

Sessions take place on a secure, HIPAA-compliant video platform called Doxy. The link to your clinician’s Doxy room is available in their email signature.

How can I schedule a session with my clinician?

Questions regarding scheduling or cancelling appointments should go directly to your clinician.

When will I be charged for my session?

The credit card on file for your account will be charged automatically on the night of each session.

When do monthly statements go out?

Monthly superbills, which you may use to submit to insurance for reimbursement, go out on the 3rd of each month. These statements will be sent via Simple Practice directly to the address on file for your account, and will include all sessions from the previous month. For minor accounts or accounts with more than one client (such as family or couples’ accounts), the statement will be emailed to the individual designated as the billing party.

In addition to generating monthly statements (superbills), Simple Practice also creates invoices each time your credit card is charged. Please do not submit these invoices for insurance reimbursement as they will be rejected for insufficient information. A quick way to determine whether you are looking at a superbill or an invoice: superbills list a diagnosis code and invoices do not. Insurance requires a diagnosis code for reimbursement.

How can I access previous billing documents?

All previous billing documents can be accessed on the client portal here.

How do I access the client portal?

To access the client portal, click this link and enter the email address we have on file for your account. Simple Practice will send a temporary link to that email, available for 24 hours, that will connect you directly with your account.

Where should I direct questions about my bill?

Current clients with questions regarding their bills should contact our Practice Manager team at practicemanager@nulltrumangroup.com. The Practice Manager team can assist with issues such as:

  • Changing your credit card on file
  • Making adjustments to or resending your monthly statements
  • Adding missing information to monthly superbills (such as diagnosis code, NPI number, etc.)
  • Questions related to insurance coverage

How do I change my credit card on file?

If you need to update your credit card, please send an email to the Practice Manager team (practicemanager@nulltrumangroup.com). A member of the team will send you a secure form via Simple Practice that will allow you to update or add a new card.

Can I email you my credit card information/insurance card?

For your security, please only provide this information via Simple Practice. The client portal allows you to upload documents, insurance cards and payment information securely. These documents will automatically be added to your client chart.

Why was I charged for an appointment I missed?

Per our cancellation policy, we charge a cancellation fee for sessions that are missed without 24 hours’ notice. As fees for missed sessions are not reimbursable by insurance, they do not appear on monthly superbills. If you have any questions about a no show or late cancellation fee, please discuss with your clinician.

What should I do if my insurance rejects my claims?

Call the number on the back of your insurance card and ask for the reason the claims were rejected. You can also request your Explanation of Benefits (EOBs) from member services or from your insurance’s online membership portal. 

While rare, some insurance companies may reject claims thinking that sessions occurred in the US. If your insurance company rejects your claims for this reason, email Practice Manager and we will provide you with a letter informing your insurance company that our US tax ID number is associated with our administrative offices, and that the actual care took place internationally.