Frequently Asked Questions

1. WHAT IS THE LENGTH AND FREQUENCY OF OUR SESSIONS?

Our standard sessions are 53 minutes weekly or biweekly, depending on need and availability. 

2. WHO CAN I TALK TO ABOUT INSURANCE OR GENERAL BILLING QUESTIONS?

For insurance-related questions (like claims, denials, or coverage issues), please contact our external billing team, Twin Oaks Medical Management, at 541-485-9300.

For all other billing questions:

  • Clients: Please message us through your client portal for the fastest and most secure support.

  • Everyone else: You can reach us by email at hello@rebelheartpdx.com or by phone at 971-350-1122.

3. HOW MUCH IS THE SESSION FEE?

Please see our Fees & Insurance for more information.

4. IS THERE A SLIDING SCALE?

We offer limited sliding-scale appointments, and none are currently available.

5. ARE YOU IN-NETWORK WITH ANY INSURANCE COMPANIES?

Yes, we are in-network with Kaiser of Oregon/Southwest Washington and Care Oregon Health Share (OHP), but ONLY IF THEY ARE YOUR PRIMARY INSURANCE. Please note that the only form of OHP we currently take is Care Oregon. We ARE NOT in-network with the following OHP plans: Trillium, PacificSource, Open Card, OHP Plus, OHP Providence, and OHP BCBS.

You are responsible for updating Rebel Heart Therapy on any changes to your insurance and for deductible amounts, outstanding copay amounts, and denied claims due to lapses in coverage. It typically takes 4-6 weeks for us to receive an explanation of payments from Kaiser and CareOregon.

We have a 24-hour cancellation policy for all clients (private pay and in-network insurance). Please read #6 below for information about the policy.

Please read the important information below about your insurance provider.

IMPORTANT FOR KAISER CLIENTS:

Rebel Heart Therapy is ONLY in-network with Kaiser of Oregon and Southwest Washington. We are not in-network with any other Kaiser regions. If you have First Choice, even when underwritten by Kaiser Insurance, you must verify if they will cover services at Rebel Heart Therapy.

If you have a copay or a deductible, your card on file in the client portal will be charged late on the afternoon of the day before your appointment, allowing us enough time to inform you of any declined transactions and providing you with ample time to update your payment information if needed. Per our policy, should your card be declined and we cannot process your payment, your upcoming session will be canceled. Ensuring prompt payment for sessions is vital for us to compensate our therapists for their invaluable time and expertise.

Sometimes, Kaiser will provide clients from another Kaiser region with an Oregon and Southwest Washington Kaiser Member ID. We CANNOT bill for services for these clients, and we are very sorry for the inconvenience. Those Member IDs only allow Kaiser clients to access care from Kaiser facilities and do not include externally credentialed providers.

IMPORTANT FOR OHP CLIENTS:

OHP (Oregon Health Plan) is an umbrella term for several CCOs, which are plans in your area that help you use your OHP benefits (find more information on CCOs here). Rebel Heart Therapy is NOT in-network with all CCOs under OHP. We are in-network with HealthShare of Oregon. If your insurance card says HealthShare of Oregon, we can bill for services. Rebel Heart Therapy does not accept other CCOs, and we do not do single-case agreements with other CCOs.

6. DO YOU SUBMIT CLAIMS FOR OUT-OF-NETWORK INSURANCE?

Yes, we can submit claims for other insurance companies on your behalf. For out-of-network, please note the following policies:

Clients are charged for services late on the afternoon of the day before their appointment, allowing us enough time to inform them of any declined transactions and provide ample time to update their payment information. Per our policy, should their card be declined and we cannot process their payment, their upcoming session will be canceled. Ensuring prompt payment for sessions is vital for us to compensate our therapists for their invaluable time and expertise.

Insurance reimbursements are sent directly to the client. Not all therapeutic issues are reimbursable; you must verify the specifics of your coverage and contact your insurance provider to determine if you have out-of-network coverage. We do not verify out-of-network benefits.

7. DO YOU HAVE A CANCELLATION POLICY?

Yes, we have a 24-hour cancellation policy. Our clinicians are in high demand and are paid by the clinical hour. Providing more than 24 hours’ notice to the administrative team or your clinician allows them time to fill that clinical spot with someone else in need. Clients are charged a flat rate of $125 for late cancelations and no shows.

8. WHERE DO I PARK?

There is only street parking. Please give yourself enough time to find parking and get to the office.

9. WHERE DO I GO WHEN I ARRIVE?

Please see our Directions page for detailed information about finding our office and checking in for your appointment.

10. WHAT ARE YOUR PRIVACY PRACTICES?

You may review our privacy policy here.

11. HOW DO I CANCEL MY SESSION?

Please be sure to review the cancellation policy within section 8 of this page.

If you need to cancel an appointment, there are three ways of doing so…

  1. Call us at 971-350-1122. If we do not answer, please leave a message.

  2. Message the admin team through your client portal.

  3. Email us at hello@rebelheartpdx.com

For the most efficient service, please avoid emailing an admins personal email and refrain from calling the Client Care Coordinators extension for cancellations, as our team members may be out of the office. The three options above are monitored collectively by our admin team, ensuring your cancellation communication to be received promptly by whoever is available.