We know starting therapy and wellness services comes with a lot of questionsโespecially around cost, insurance, and what to expect.
Accessing mental health and wellness support shouldnโt feel like decoding a mystery.
Weโre here to give you honest answers โso you can make informed choices with confidence and ease. If somethingโs still unclear, weโre always happy to talk it through.
Find what you need quickly.
How Insurance & Billing Works
Checking Your Own Benefits & Coverage
Why This Matters
Insurance coverage can vary widely, and understanding your benefits upfront helps prevent unexpected costs. If your insurance does not cover a session for any reason, you are responsible for the full session fee.
What happens ifโฆ
-
If your insurance changes, it is your responsibility to notify us immediately and provide your new insurance details. If claims are submitted under an outdated policy, they may be denied, leaving you responsible for the full session fee. To avoid billing issues, please update your insurance information as soon as possible by contacting our Billing Department at billing@openspaceccw.com.
-
If your insurance lapses and claims are denied, you will be responsible for the full cost of any unpaid sessions. If a balance accrues, we will notify you and attempt to arrange payment. Services will be paused until the balance is paid or a payment plan is in place.
If you anticipate a lapse in coverage, please let us know as soon as possible so we can discuss options with you.
-
If your payment method is declined, our Billing Department will notify you via email with instructions on how to update your payment information. If the balance remains unpaid, services will be paused until payment is made or a payment plan is arranged.
FAQs for
Potential Clients
Getting Started
-
Go to our โGet Startedโ page and fill out the screening form. Someone from our Intake Department will send an email response within 24 business hours outlining all available appointments. Just respond to that email to discuss getting scheduled and weโll go from there.
-
Your intake session is primarily an information-gathering appointment where your clinician will review your history, current concerns, and goals for therapy. They will also go over important policies, expectations, and the best ways to communicate between sessions. This session helps lay the foundation for your treatment, with deeper therapeutic work beginning in follow-up sessions.
-
Yes! While all of our clinicians offer telehealth sessions, not everyone provides in-person appointments. Some clinicians work exclusively via telehealth. You can find specific information for each clinician by reviewing their profile on our website, or using our provider filter.
-
We use an intentional matching process as part of our intake system to pair clients with clinicians whose specialties align with their primary concerns. While clinical expertise is essential, we also believe it's important for clients to feel drawn to their therapist and connect with their profile. If a clientโs preferred clinician doesnโt match their needs based on specialties, weโll explore alternative options to ensure the best therapeutic fit.
-
Thatโs completely okay! Finding the right therapist is important, and our clinicians understand this. If you feel comfortable, you can discuss your concerns with your therapist, or you can reach out to our intake team at scheduling@openspaceccw.com to request a transfer. The goal is to find the right clinician for YOU and weโre here to help with that process.
Insurance and Payment
-
We do! We are in-network with the following commercial plans:
Aetna
Anthem
BCBS PPO Plans
Capital Blue cross
Geisinger
Highmark
Optum / United Healthcare
UPMC
We are not in-network with EAPs, Medicaid, or Medicare plans.
If you want to check our network status with your specific plan, you can call the customer service number on the back of your insurance card and give them our NPI #: 1972157006. Theyโll be able to confirm whether or not weโre in-network with your plan.
-
We bill your therapy sessions directly to your insurance company, but your financial responsibility depends on your plan. This may include a deductible (an amount you must pay out of pocket before insurance coverage begins), a copay (a fixed fee per session), or coinsurance (a percentage of the session cost that you pay while insurance covers the rest).
If your insurance does not cover a session for any reason, including policy changes, coverage lapses, or denied claims, you are responsible for the full session fee. We recommend checking with your insurance provider to understand your benefits.
-
If your insurance isnโt in-network, you would pay the clinicianโs self-pay rate for sessions. Some insurance plans offer reimbursement for out-of-network services, so itโs a good idea to call your insurance plan to ask about this. We can provide statements for you to submit to your insurance for reimbursement to help with this process.
-
Our clinicians have a limited number of sliding scale spots available for established clients experiencing temporary financial hardship. Outside of these exceptions, we do not offer reduced-fee sessions, as we are committed to ensuring our clinicians are paid fairly for their work.
-
If your payment method is declined, our Billing Department will notify you via email and assist you in updating your payment information. If we do not receive a response, services will be paused until the balance is paid and a valid payment method is on file. We do not allow clients to accrue large balances, as this can create financial stress for clients and delays in compensation for clinicians.
FAQs for
Current Clients
Appointments & Scheduling
-
To cancel or reschedule an appointment, please contact your clinician directly. We require at least 24 business hours' notice to avoid a late cancellation fee. If your appointment is on a Monday, cancellations must be made by the previous Friday at 5 PM.
-
If you miss a session without prior notice, it will be considered a no-show, and you will be charged the full session fee. If you miss three or more sessions within a short timeframe without adequate notice, your clinician may terminate services. If you're having difficulty attending sessions consistently, please discuss it with your clinician.
-
Yes, many clinicians offer the flexibility to switch from in-person to telehealth when needed. If youโd like to change your upcoming session to a virtual appointment, let your clinician know as soon as possible so that they can adjust the appointment settings.
-
If you need to pause or end therapy, we encourage you to discuss it with your clinician. They can help you plan a transition, explore options for future care, and ensure that you feel supported in your decision. If you decide to return in the future, you may need to go through the intake process again, depending on availability.
-
Yes! If you feel your current therapist isnโt the right fit, you can discuss this with them directly or reach out to our intake team at scheduling@openspaceccw.com to explore other options.
Billing & Insurance
-
You can update your payment information by filling out our โPayment Authorization Formโ or by contacting our Billing Department at billing@openspaceccw.com for assistance.
-
If your payment method declines, our Billing Department will notify you via email and assist you in updating your payment information. If we do not receive a response, services will be paused until the balance is paid and a valid payment method is on file.
-
Payment for your session will be processed on the next business day using the payment method on file.
-
We recommend contacting your insurance provider directly to confirm your mental health benefits, including copays, deductibles, and coverage limits. Our Billing Department can assist with general questions but is unable to guarantee coverage details.
-
Insurance plans often update coverage details at the beginning of the year, and your out-of-pocket costs may shift based on whether you have met your deductible or if your plan has changed. If you notice a change in your copay or coinsurance, we recommend reviewing your Explanation of Benefits (EOB) or contacting your insurer for clarification.
-
If your insurance denies a claim, you will be responsible for the full session fee. We will notify you of the denial and provide guidance on how to follow up with your insurance company if needed. Please keep in mind that claims take 2-4 weeks to process, so if there is a lapse in coverage or an adjustment in rates, our Billing Department wonโt know until the claims have been processed. This can sometimes lead to a sudden and unexpected high balance. Itโs very important that you understand your benefits and when deductibles reset or coverage changes be sure to notify our Billing Department of these details as soon as possible.
Therapy Process & Expectations
-
A standard therapy session is 55 minutes.
-
Starting with weekly sessions is always recommended and considered best practice when available. If youโd like to be seen on a biweekly basis, you can discuss this with your clinician.
-
Therapists do not give direct advice or tell you what to do. Instead, they provide guidance, ask thoughtful questions, and offer tools to help you explore your options.. Ultimately, the goal is for the answers you need to come from you. Your therapist will be a guide for you in that process.
-
No, our therapists do not prescribe medication. However, we can provide referrals to psychiatric providers who offer medication management services if needed.
-
If you need extra support between sessions, consider using the coping strategies discussed in therapy, journaling, or reaching out to trusted friends or support networks. If you are in crisis or need immediate support, please contact a crisis hotline (call Resolve Crisis Services at 1-888-796-8226), call 911, or visit your nearest emergency room.
-
Email or messaging policies vary by clinician. Some therapists allow brief check-ins for scheduling or quick questions, while others may prefer to discuss concerns during sessions. Please ask your clinician about their communication preferences and response times.
-
Progress in therapy looks different for everyone. You may notice changes in your thoughts, emotions, behaviors, or ability to cope with challenges. Your clinician will regularly check in with you about your goals and adjustments to your treatment plan. If youโre unsure about your progress, bring it up in session so you and your clinician can explore it together.
-
If weekly therapy is not enough, discuss this with your clinician. They may suggest more frequent sessions, group therapy, additional resources, or referrals for specialized care.
-
If you need documentation from your therapist, please discuss this request during a session. Documentation policies vary, and not all clinicians provide letters for every situation. Additional fees of $75 per letter/form may apply for certain letters or forms.
Confidentiality & Policies
For Potential Clients
-
Yes, therapy sessions are confidential, meaning what you share stays between you and your clinician. However, there are a few legal and ethical exceptions to confidentiality, which are explained below.
-
Therapists are required by law to break confidentiality in certain situations, such as if there is an immediate risk of harm to yourself or others, suspected abuse of a child or vulnerable adult, or a court order requiring the release of records. Your therapist will discuss these limits with you during your first session.
-
If you need to cancel or reschedule, we ask that you provide at least 24 business hours' notice to avoid a late cancellation fee. You can contact your clinician directly to make changes to your appointment.
-
If you miss a session without prior notice, it will be considered a no-show, and you will be charged a fee in accordance with our cancellation policy. If you miss multiple sessions (three or more) within a short timeframe without adequate notice, your clinician may terminate services. This policy ensures that therapy remains consistent and that appointment times are available for those actively engaged in treatment. If you're having difficulty attending sessions, we encourage you to discuss any challenges with your clinician.
Can I bring a partner, family member, or friend to my session?
In most cases, therapy is designed as an individual process. However, if you feel it would be beneficial to include a partner, family member, or friend in a session, please discuss this with your therapist in advance to determine if it aligns with your treatment goals.
For Current Clients
-
Yes, but only with your written consent. If you would like your therapist to collaborate with another provider, you will need to complete an Open Space CCW Release of Information (ROI) form. If your doctor or provider submits their own ROI, it will not replace the Open Space CCW form, which is required for us to release or discuss any information.
-
In some cases, it may be helpful to have a loved one join a session. However, this should be discussed with your therapist in advance to determine if it aligns with your treatment goals. If approved, you will need to sign a specific consent form beforehand to allow their participation.
-
While therapy is confidential, there are legal exceptions where a therapist must break confidentiality. These include situations where there is an immediate risk of harm to yourself or others, suspected abuse of a child or vulnerable adult, or a court order requiring the release of records.
-
To request a copy of your records, please contact our office at medicalrecords@openspaceccw.com. Certain documentation may require processing time, and some records may only be released with clinician approval.
Other Considerations
-
Yes, we have therapists who work with children and adolescents. However, not all clinicians specialize in younger age groups. If youโre seeking therapy for a child or teen, we will match you with a clinician who has experience working with that age group and their specific needs.
-
Yes! We have clinicians who are experienced in working with LGBTQIA+ clients and specialize in areas such as identity exploration, coming out, gender-affirming care, relationships, and mental health concerns specific to LGBTQIA+ individuals. We are an affirming practice committed to creating a safe and supportive space.
-
Absolutely. Finding the right therapist is important, and we understand that sometimes the first match may not be the best fit. If youโd like to switch therapists, you can either discuss it with your current clinician or reach out to our Intake Department at scheduling@openspaceccw.com to explore other options.
-
If youโve had a difficult or unhelpful therapy experience in the past, we understand how that can make starting again feel challenging. We encourage you to share any concerns with your clinician so they can provide support in a way that feels safe and comfortable for you. Helping your clinician understand what went wrong in the past will guide how they approach therapy with you.
-
Feeling nervous before starting therapy is completely normal. Itโs a new experience, and it can take time to feel comfortable. Your therapist will guide the process at a pace that works for you and will never force you to share more than youโre ready for. If you have specific concerns about starting therapy, youโre welcome to discuss them with your clinician at your first session.
Resources
Client Resources
Login to Client Portal (for scheduling, paperwork, and billing)
Request a Copy of Your Records - send an email to medicalrecords@openspaceccw.com
Community-Based Mental Health Resources
Legal & Advocacy Resources
How to Change Your Name & Gender Marker in PA
Disability & Workplace Accommodations
Emergency & Crisis Support
Resolve Crisis Services (24/7 Walk-In & Mobile Crisis Support)
Phone: 1-888-7-YOU-CAN (1-888-796-8226)
Address: 333 North Braddock Ave., Pittsburgh, PA 15208
National Suicide Prevention Lifeline (24/7)
Phone: 988
Trans Lifeline
Phone: 877-565-8860
LGBTQIA+ Support: Trevor Project
Phone: 1-866-488-7386
Text: "START" to 678678
Domestic Violence Hotline
Phone: 800-799-7233
Admin Contact Information
Client Concerns
scheduling@openspaceccw.comBilling Questions & Needs
Additional Common Billing Questions:
-
A deductible is the amount you must pay out of pocket before your insurance begins covering services.
For example, if your plan has a $1,000 deductible and you havenโt paid any of it yet, you will need to pay for your sessions in full until the deductible is met. After that, your copay or coinsurance will apply.
As an in-network provider, we are contractually obligated to charge the contracted insurance rate for sessions until your deductible is met. This means we cannot adjust or reduce session fees, even if you are paying out of pocket during this period. To check your deductible status, contact your insurance provider or review your Explanation of Benefits (EOB) through your insurerโs online portal.
-
A copay is a fixed amount you pay for each therapy session, such as $25 per visit, while coinsurance is a percentage of the total session cost that you are responsible for, such as 20% of the fee. Whether you have a copay or coinsurance depends on your specific insurance plan.
-
Insurance plans may have limitations on mental health coverage, which can affect the number and type of sessions covered. Some plans limit the number of therapy sessions allowed per day, week, or year, while others require pre-authorization before coverage begins. Many insurers also require a billable mental health diagnosis for reimbursement, meaning they may not cover therapy for general stress or personal growth. Additionally, certain plans exclude specific services, such as family or couples therapy. To avoid unexpected costs, we recommend reviewing your policy details with your insurance provider.
-
A Superbill is an itemized receipt of your therapy sessions that you can submit to your insurance company for potential reimbursement if you are paying out of pocket. It includes details such as session dates, service codes, and fees paid. However, reimbursement is not guaranteed and depends on your specific insurance plan. Medicare and Medicaid plans do not offer reimbursement for out-of-network services, so a Superbill will not apply if you have one of these plans. If you would like to request a Superbill, please contact our Billing Department at billing@openspaceccw.com. Before submitting a Superbill, we recommend asking your insurance provider if you have out-of-network mental health benefits, what percentage of your session cost will be reimbursed, and where to submit your Superbill for processing.