Frequently asked questions

Explore our FAQs below, or feel free to reach out to our support team for more info.

Are you accepting new patients?

Where are you located?

What insurance plans do you accept?

Can I request evening or weekend appointment times?

Will my appointment be virtual or in-person?

How does payment work and what are my payment options?

How do I find out how much I’ll pay?

How do I cancel or reschedule an appointment?

We understand that things come up. Please keep in mind that appointments must be canceled or rescheduled at least 24 hours in advance of the session to avoid any charges.

To cancel an intake appointment (i.e. your first appointment with your therapist), email ebcg-support@findoctave.com.

To cancel any therapy appointment after your initial intake, please log into your Client Portal and go to your “Appointments” tab. There, you will see a list of your upcoming appointments, with a button to cancel next to each one. If you'd like to reschedule that appointment, please email your provider to coordinate an alternate time.

What is your cancellation policy?

Appointments must be canceled or rescheduled at least 24 hours in advance of the session to avoid any charges. To reschedule or cancel an appointment, please send an email directly to your provider. Patients who cancel a session with less than 24 hours' notice, or miss a session, will be charged a $100 late cancellation fee to their credit card on file.

The minimum duration of a session with an Evernorth Behavioral Care Group provider is 16 minutes. Any sessions 16 minutes or less are considered a late cancellation and the late cancellation fee of $100 applies.

All Evernorth Behavioral Care Group sessions have a 15-minute grace period for patients to attend. Providers waiting longer than 15 minutes can end the session and the session will be considered a late cancellation and the late cancellation fee of $100 will apply.

The late cancellation fee is not eligible for insurance reimbursement.

What types of therapy do you offer?

How long are therapy sessions?

Are your providers licensed to practice therapy?

Do you treat children or adolescents?

Do you offer psychiatry?

How do I start seeing a therapist?

Who is a Care Navigator?

Care Navigators work to match you with the right provider, based on information you provide on your initial questionnaire and follow-up communications. If you prefer a live consultation call with a Care Navigator, you can request one when you fill out the questionnaire. They are not licensed providers but are trained to support you throughout the matching process and work directly with an Evernorth Behavioral Care Group therapist for all clinical questions related to the care you’re seeking.

How is the right match for service or practitioner determined?

The right match is based on four things: the type of service that fits your needs, the specialty/areas of expertise you require, scheduling preferences, and the personality style with which you connect.

The first 1-3 sessions will be used to determine a mutual fit between you and your provider. If the partnership doesn’t feel right, you should discuss this with your provider directly. If a change needs to be made, a member of the Care Navigation team can help find another provider to support your needs. Although rare, your provider might determine that Evernorth Behavioral Care Group is not the right fit for your needs and more specific treatment or a different level of care is needed. In these cases, we will provide you with referrals to providers outside of Evernorth Behavioral Care Group.