Policies and Procedures

Please be in a private place with minimal distractions. Be comfortable and as focused as possible.
Please share feedback about your experience at any time. Feel free to ask for a referral if you want to work with another counselor or use another type of treatment. Our goal is for you to be well.
Individual sessions are by appointment only and must be canceled with 24 hours of notice to avoid a late cancellation fee ($100 per hour scheduled).
If you are more than 15 minutes late for any session, you must reschedule.
Active Clients (who received service within the last 90 days) may schedule up to two sessions in advance.
Inactive clients (no contact is 90 days) must complete a new inquiry form.

Email hope@jennifermasseycounseling.com. Email is not a protected form of communication, so please limit it to general inquiries.
The best way to communicate with Jennifer is during a scheduled appointment. You can also leave secure messages for Jennifer in the client portal or by phone at 864-458-2898.
Active clients and cancel, schedule, and reschedule appointments in the client portal.
Clients will receive complimentary text and email reminders for scheduled appointments; however, we do not receive any replies to those messages.
Active Clients can connect to the client portal here.

If you are an active client with an emergency during business hours, please leave a message in the client portal or call 864-458-2898. Please indicate in the subject that it is urgent and that Jennifer will respond within 1-8 hours.
If you have a mental health emergency after hours, consider one of the following options:
Contact the Carolina Center for Behavioral Health at 864-235-2335
Prisma Behavioral Health Connect Center: 864-455-8988 or 1-888-852-8520
Contact Greenville Crisis line, 800-273-8255
Go the nearest emergency room.

Complimentary electronic insurance billing is offered for all insurance companies, in and out of network.
We must verify your insurance benefits before scheduling an appointment.
Jennifer is in-network with Aetna, Cigna, BCBS, Tricare (civilian), and United Healthcare insurance companies. Discounted rates are available to in-network insurance clients; ask for the rate offered through your insurance company.
Be aware that a medical diagnosis establishing medical necessity is required to bill insurance for services.
Out-of-Network claims will be submitted, and the payment will be sent from the insurance company directly to the client. The client will pay the full fee at the session.
It is your responsibility to inform us of any changes to your insurance plan. Failure to do so could leave you responsible for charges denied by the insurance company.
Some Services are not covered by insurance, and some are dependent on the benefits policy. Please discuss with Jennifer if the services you are seeking are insurance billable.
In mid 2023 Telehealth may not be covered by commercial insurance companies on certain policies.

Payment is due at the time of service. We require a credit card to be on file for late cancellations.
We accept cash and credit card payments.
Credit card refunds will exclude the processing fees for that transaction (min $3).
Wix's Payment Processor is used to process invoices, payments, and receipts for group coaching clients.
Therapy Appointment and International Bancard processes counseling client payments and insurance payments. Receipts and statements are available on the client portal.
We have resources to remove some cost barriers to mental health services so please do not let money be the only reason you do not start or the reason you stop services.

Privacy is critical to a helping relationship. As a licensed clinical social worker, I submit to the ethics and guidelines of the SC Board of Social Work Examiners and Health and Human Services laws for protected health information (HIPAA). Here is a link to HIPPA guidelines for individuals.
All counseling client information is secured by an online software called Therapy Appointment 2.0. The software also provides secure client messaging through the client portal.
Phone and email messages do not meet the guidelines of HIPPA and are limited to use for general information.
All persons and organizations who assist me with business operations is under a written agreement to comply with HIPAA privacy guidelines.
Please notify Jennifer if you have any concerns about a privacy breach. Notify Therapy Appointment 2.0 if your client portal login is compromised.
To request a copy of your records, make a formal request by email, message, or in session and then sign a release form provided. Please allow 14 business days for the records to be sent; they will be sent directly to the party on the release form.

Telehealth may be an insurance billable service. By mid year 2023 commercial insurance companies may not cover telehealth services on certain benefit plans.
Telehealth is available for all services. Any session can be changed to telehealth up the appointment time with no fee or penalty.
Therapy Appointment 2.0 aka (Psychselect) is the platform that provides Telehealth service.
Telehealth sessions should be treated the same in-person sessions: in a safe and private location without interruptions. Sessions will not be conducted if the participant is driving a car, lying bed or in a public place.
There are risks for using telehealth to include technological interruptions. If there is an interruption in a video session, the session can resume by phone call. If the phone connection is not clear, then the session will need to be rescheduled.
Suppose you are not prepared for a Telehealth session that results in an interruption. In that case, you may be charged a late cancellation fee.

Greer, South Carolina

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