Frequently Asked Questions

How do I access my appointment?

To access your scheduled appointment, you can use the link in your “welcome” or session reminder email. Or, you can click on the link provided below. If you are still in need of assistance, please reach out to your assigned therapist.

What if I am unable to sign onto the tele therapy platform?

First, make sure you have created a username and password. The link to do this was emailed to you when you scheduled your first appointment and should be labeled “Welcome.” If you can not find the email in your inbox, check your junk mail folder. If you are still unable to find the “Welcome” email or “Session Reminder/Upcoming Session” email, please send your counselor a text message and they can resend the “Welcome” email.

How do I pay for my session?

You should see a screen when you log into the platform for your scheduled session that shows you how to make a payment. If this option has not been provided please let your counselor know and they will direct you on how to make a payment.

How do I get reimbursed by my insurance?

TNPS, LLC does not take insurance and we can not guarantee that you will receive reimbursement for our services.

Your counselor will provide you with invoices after each session and a “Superbill” at the end of the month. These can be emailed to you or you can access them through the client portal. If your insurance company has specific forms that need to be filled out let your counselor know and they will complete the form(s) for you ASAP.

How do I schedule an appointment?

You will schedule your first “Intake” appointment either via email or phone consultation. Your subsequent sessions will be scheduled at the end of each session with your counselor. If you need to change or cancel an appointment, please reach out to your counselor via email or phone.

How do I get a hold of my counselor outside of my appointment time?

Once you are assigned a counselor you will be provided with their contact information and the best way to reach them (text, call, email). Your counselor will return your message within 24 hours. However, if you are experiencing an emergency please call 9-1-1 or goto your closest emergency room.

What is the difference between a Psychologist and a Licensed Professional Counselor?

Please visit the link below.

What if I would like to switch counselors?

You are always welcomed to change counselors to ensure that you are receiving the care and support you are looking for. If you would like to change counselors, have a conversation with your current counselor and based on availability you will be reassigned. However, if no one is taking on new clients, referrals will be provided to you.

Can I request my records?

Yes, absolutely! You are entitled to your records or chart. You can access most of your chart via the patient portal. If you need additional records please let your counselor know.

What if my counselor is on vacation or not available and I am in crisis?

Whenever your counselor is going to be away or unavailable they will let you know ahead of time and provide you with the contact information for the counselor covering for them. You can also reach out via our “Contact” form on our website.

If you are experiencing an emergency please call 9-1-1 or go to your nearest emergency room.

If you need to speak to someone immediately you can call the confidential and free crisis hotline available 24/7 by calling 1-800-273-8255 or text “BRAVE” to 741741 and a trained counselor will respond to you within minutes.

You can also access our list of crisis services by going to the menu labeled “Crisis Resources.”