Keystone Policies and Billing

Communication
Keystone‘s primary method of communication with clients is via telephone. Keystone can be accessed via email, but due to the un-secure nature of email and HIPPA regulations personal issues or treatment will not be discussed over email.

Keystone counselors can be reached during normal business hours and after hour calls will only be accepted during an emergency. Keystone counselors will not accept calls on personal cell phones or calls when they are out of the office unless previous arrangements have been made for very unique situations. If a crisis situation occurs after normal business hours, please dial 911 or refer to the Resources section of this website for additional treatment sources.

Please note any after hour phone calls are subject to billing at a rate of $20.00 per 15-minute period.

Appointments
When you schedule an appointment at Keystone we dedicate that time to focus on you and your personal needs. Counseling appointments are 50 minutes in length, which also include administrative items such as billing and scheduling your following-up appointments. Couples and families can schedule for a longer session if needed and you should speak directly with your therapist to coordinate those personal requirements.

Keystone counselors are dedicated to your care and ask that you be proactive in your treatment plan. Clients should arrive prepared to discuss their most critical issues in order to make the most of their session time. Delaying any important topics you want to discuss until the end of your scheduled time will only impede your progress. Counseling is a joint effort and Keystone therapists are ready to meet your needs.

Appointment Cancellations
Keystone understands that the stresses of daily life may require you to reschedule an appointment and we ask that you do this as far in advance as possible. If you must miss an appointment at the last minute, please refer to appointment cancellations for Keystone’s policy.

Keystone requires that you give at least 24 hours notice for any appointment you cannot keep. Cancellations will not be accepted via email. Due to the fact that Keystone is unable to fill appointments that are canceled last minute, you will be billed for any missed appointments or those canceled within 24 hours notice. If you have any questions, please discuss this directly with your counselor.

Payment and Billing
Due to the personal nature of Keystone’s service, we only accept cash, check, or insurance payments. Keystone’s therapists are on most insurance panels and we will be glad to file those claims for you. You are responsible for understanding your insurance coverage, which may require a call to your insurance company prior to your first visit. Your employer may offer EAP, employee assistance program, coverage to you or your family members. Please contact Keystone prior to your first visit to discuss EAP payment terms and arrangements.

Cash clients are expected to make payment in full at the time of service. Any outstanding insurance payments that go unpaid by your insurance company become your responsibility after 60 days. You will be billed for those balances and Keystone expects payment in full within 10 days. Keystone looks forward to working together so that you receive the full benefits of your coverage.

Refer to Forms for a printable version of Keystone’s Policies and Procedure.