FREQUENTLY ASKED QUESTIONS
WELCOME! We look forward to assisting you with your goals.
Here is some general logistical information:
INTAKE, NEW AND RETURNING PATIENTS: Your first appointment will be set up and scheduled by our Intake Specialists. Follow the link for all the information about the Intake process: click here
YOUR APPOINTMENT: Please call to confirm your appointment. You may do this at any time through the front desk when the office is open, or by leaving a message on our voicemail. Please remember to leave the PATIENT’S full name and the date and time of your appointment. Remember to bring your completed paperwork to your appointment.
PARKING: There are parking lots in front and in back of our building, including reserved parking on the upper level behind our building.
CHECK IN: The waiting room can be busy and noisy at times (children are like that). Remember to check in with the receptionist so we can notify your clinician of your arrival.
PHONE COVERAGE: A receptionist answers the phone between 8:00 a.m. and 5:15 p.m., Monday through Thursday, and Friday until 3:00 p.m. During the summer, we close at 12:00 p.m. on Fridays. Return appointments can be scheduled directly through the receptionist. Questions or inquiries may be responded to by other staff, or may be best saved until the appointment. Messages may be left on our voice mail. Please spell your name and leave a specific message as to why you are calling and a number where you can be reached.
SCHEDULING: Return appointments can be scheduled with your clinician, at the front desk, or by phone. Please cancel any appointments 48 business hours in advance to avoid a charge.
RETURNING MESSAGES: Clinicians will attempt to return calls within 24 hours. It helps us to know when the best times are to call you. Occasionally, you may not be available when we call. Please call the clinic again if your call is urgent or if you have not been contacted within 24 hours. Normally, there is no charge for brief phone contact. You will be charged for an extended phone contact. This charge cannot be billed to health insurance.
EMERGENCY MESSAGES: During evening hours/weekends, if emergencies occur that CANNOT wait until the office re-opens, please dial 503-294-1309 to reach our answering service. They will locate a clinician from our clinic to speak with you.
INSURANCE COVERAGE: Although we can facilitate insurance billing to major designated carriers, we cannot guarantee payment. Insurance reimbursement requires a diagnosis. When appropriate, each client will be provided a diagnosis which will be explained and forwarded to the insurance company. A completed CONSENT for PAYMENT FORM is required for us to bill your insurance. Although you may anticipate insurance coverage, you may need to meet a deductible or make a co-payment. The receptionist will collect this upon check-in.
CHARGES: Charges have been quoted during the initial contact. PLEASE read our FINANCIAL POLICY or call our Billing Coordinator at 503-452-8002 x 161 with questions. We encourage questions regarding charges for specific services. Please note: There are charges for school consultations and phone contact. For complete information regarding financial arrangements, please read the FINANCIAL POLICY carefully.
RELEASE OF INFORMATION, WRITTEN REPORTS, LETTERS: We need written permission prior to providing or exchanging any information pertaining to your child/family. Please sign a RELEASE TO DISCLOSE CONFIDENTIAL INFORMATION form with your clinician(s). We cannot honor verbal requests. There may be an additional charge for extensive time spent preparing written material(s). It may take 3-4 weeks following a Parent Conference to receive a written report. We encourage you to share copies of the report with other professionals. Future requests for copies will incur a $10 fee. Copies of charts in their entirety incur a $25 fee.
FAXING OF INFORMATION: Because there is a potential loss of patient confidentiality when sending a fax, we will fax documents only when absolutely necessary to provide immediate client care, with verification of written authorization.
PARENTS REQUESTING MEDICATION REFILLS: It is the responsibility of parents to monitor their child/teen’s supply of medication. Handwritten prescriptions reflect the date they were written. In the State of Oregon, written prescriptions are good for a period of one year. In the State of Washington, they are good for a period of six months. Submit each prescription to the pharmacy as medication is needed. If you have not scheduled a return visit, please schedule one when you take in your last prescription refill. This will allow us to accommodate your appointment needs. Please call at least 5 days in advance for refill requests that are phoned in or received directly from the pharmacy. DO NOT WAIT FOR YOUR MEDICATION TO RUN OUT. Be advised, the doctors are not in the office every day. We may not be able to meet a same day emergency refill request. Such a request will incur a $10 charge.