Policies

Cancellation & No-Show Policy

Please review our appointment policies

Advance Notice Required

Cancellations must be received at least 24 business hours in advance for weekday appointments. Business hours are Monday–Friday and exclude holidays. For example: Monday appointments must be canceled by the same time on Friday.

Late Arrival Policy

Arriving more than 15 minutes late may be considered a missed appointment and subject to fees.

Cancellation / No-Show Fees

$300 fee for initial appointment for psychiatric/psychological evaluations or consultations that are missed or canceled late.

Up to $150 fee for missed or late-canceled follow-up appointments. Fees are not covered by insurance.

Initial Appointment Policy
Your initial evaluation is taken very seriously as ample time is set aside to get to know you, answer questions, and discuss treatment options. If you do not attend a scheduled first appointment, you may not be able to reschedule, as this time could have been used to care for another patient. You will need to seek care through another mental health provider. Our zero-tolerance policy for late cancellation/no shows for first appointments respects both the provider’s and our patients’ needs equally.

Initial appointments may not be rescheduled if missed No show/late cancellation fees are not reimbursable by insurance

No-Shows & Repeated Cancellations

Attendance expectations for ongoing care

Consistent attendance helps ensure you receive the safest and most effective care possible. If appointments are repeatedly missed or canceled with short notice, it may become difficult for us to provide ongoing treatment. In these situations, we may recommend transitioning your care to another provider who can better meet your needs.

Consistent attendance supports effective treatment Repeated missed appointments may result in discharge from care

Insurance & Self-pay Information

Coverage, eligibility, and self-pay details

UPMC Highmark United Healthcare Aetna CHIP (select clinicians)

Accepted Insurance: We accept most UPMC, Highmark, United Healthcare, and Aetna commercial plans. Some clinicians accept CHIP. Please confirm your eligibility, deductible, co-insurance, and co-payment with your insurance company before scheduling.

Update your insurance: If your insurance changes, please send us a picture of the front and back of your card via text or Spruce so we can send the claim to the right place. Also please remember to confirm your Coordination of Benefits (COB) with your insurance to avoid payment issues.

Important: We do not participate in Medicaid or Medicare programs and cannot accept patients with Medicaid/Medicare as primary or secondary insurance.

Questions to Ask Your Insurance Company:

• ▢ Is The Via Center in-network?
• ▢ What deductible remains?
• ▢ What are my co-pay or co-insurance amounts?

Self-Pay / Out-of-Network: Payment is due at the time of service. We can provide a superbill for possible insurance reimbursement.

Verify benefits before your first visit We do not participate with Medicare or Medicaid

Billing & Payment Policies

Balances, fees, and payment requirements

Payment Method on File: All patients are required to keep an active credit or debit card on file. This allows us to process copays, balances, or fees in a timely and secure manner.

To Update Your Card on File: Call us at 724-260-0550 or fill out our Credit Card on File Form . Please use Chrome/Firefox or your phone/tablet only. These forms will not open correctly on other browsers.

Outstanding Balances: Please pay your balance as soon as you receive an invoice. After 30 days, a $35 monthly late fee may be added to any unpaid balance. Accounts with outstanding balances after 90 days may be sent to collections. Paying balances promptly helps avoid additional fees or collections activity.

Balances due promptly Cards stored securely

Concierge Fee

Resposive support beyond standard insurance services

Our practice is designed to provide a higher level of personalization, responsiveness, and support than is typically available in insurance-based mental health settings. Insurance covers the cost of your clinical visits. To support additional non-clinical services, we charge a concierge care fee of $36 per quarter ($12 per month).

This fee allows us to provide you with an attentive, boutique experience without giving up insurance coverage.

This concierge fee helps us provide:

• Responsive communication with our clinical team
• Timely prescription refills and administrative support
• Coordination with therapists, schools, and other providers when appropriate
• Assistance with forms and documentation beyond standard insurance requirements
• Access expert support during as well as between visits
• Personalized, boutique-style care while still using insurance

✨ Boutique-level service + Insurance accepted

Good Faith Estimate

Self-pay patients / not using insurance

Self-Pay Only: This applies to patients who do not have insurance or who are not using insurance benefits.

• You have the right to receive a “Good Faith Estimate” explaining how much your medical care will cost. Health care providers must give patients who don’t have insurance or who are not using insurance an estimate of the expected charges.
• Your estimate includes the total expected cost of any non-emergency services, including related costs such as tests, prescription medications, equipment, or hospital fees.
• You should receive your Good Faith Estimate in writing at least 1 business day before your scheduled service. You may also request one before scheduling.
• If you receive a bill that is at least $400 more than your Good Faith Estimate, you have the right to dispute the bill.
• Be sure to save a copy or photo of your Good Faith Estimate for your records.
• For more information, visit www.cms.gov/nosurprises or call us at 724-260-0550 x2.

Medication Refills

Quick steps to get refills

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Call your pharmacy first

Confirm whether you have remaining refills or a new prescription on file before contacting the clinic.

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No pharmacy requests

We do not respond to refill requests from pharmacies. Please call/text us yourself to request a refill.

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Allow up to 5 business days

Please plan ahead—processing can take up to five business days.

Tip: Check refills before calling Plan ahead: 5 business days Need medication urgently? Call 724-260-0550