Billing Frequently Asked Questions
Billing FAQs & Assistance
Billing FAQs
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Insurance & Coverage
Since we accept all major insurance plans, more than 98% of the care we provide is in-network. We also accept VA benefits, out-of-network, and self-pay patients.
Coverage varies by state, and by your specific plan — insurance carriers offer multiple plans, so being in-network with a carrier doesn’t guarantee we’re in-network with yours.
See current plans accepted for a state-by-state list, then confirm your exact plan with your insurance — see what to ask them before your appointment.
Call your insurance company (the number is on the back of your card) and ask about your deductible, copay, and co-insurance for the specific service you’re scheduling. Once you’ve booked, our team will confirm your coverage and let you know your estimated copay or deposit amount due at the time of your appointment.
Please have your current insurance and payment card ready when you schedule and when you arrive for each appointment. If your insurance changes, let us know as soon as possible — this helps your claims process accurately and avoids delays or denials.
General coverage
- Do I have outpatient mental health benefits, and do those cover both therapy and psychiatric medication management?
- Have I met my deductible, and does this benefit apply before or after it?
- What’s my copay or coinsurance for an in-network outpatient behavioral health visit?
- Is Family Care Center in-network with my specific plan? (Ask at the plan level, not just the carrier — coverage varies within a carrier’s plans.)
Therapy
- What’s my cost-share for an individual therapy session? Does it differ for couples, family, or child therapy?
- Is there a limit on how many therapy sessions my plan covers per year?
Psychiatry & medication management
- What’s my cost-share for a psychiatric medication management visit, and is it different from a therapy session?
- Do I need a referral or prior authorization for psychiatric care?
Intake vs. Follow-up Appointments
- My first appointment is a separate, billable intake — what’s my cost-share for an intake appointment, and how does that compare to a follow-up visit?
TMS
- Is TMS covered under my plan, and does it require prior authorization?
- What’s my cost-share per TMS session, and does that change once I’ve met my deductible?
It depends on your insurance plan — some require a referral for behavioral health care, others don’t. Check with your insurance to confirm or see our questions to ask your insurance for what to ask.
If you have two insurance plans, one is typically primary and one secondary — your primary pays first, and your secondary may cover some or all of what’s left, depending on the plans’ coordination-of-benefits rules.
Yes, we verify your insurance benefits as part of scheduling. That said, a benefits check isn’t a guarantee of coverage — your insurance company makes the final coverage decision, so we recommend confirming your specific plan details directly with them beforehand. See our questions to ask your insurance for what to check.
No, we don’t currently accept EAP benefits. If you also have regular insurance, we can bill that directly. Otherwise, see our self-pay rates or ask about our Financial Assistance Program.
No, but other options may be available to you depending on your state:
- Arizona: No. We’re unable to accept patients in Arizona with Medicaid as their insurance.
- Colorado: No, not as a primary insurance plan. If you have another primary insurance plan we accept, we can still bill that for your care.
- Florida, Tennessee, and Texas: No, we’re unable to bill Medicaid for services. If you have another primary insurance plan we accept, we can bill that instead, or you can pay self-pay rates.
If you don’t have other coverage, see our self-pay rates, or contact our Intake Department at 888-374-5066 with questions.
Cost of Care
Your cost depends on several factors — including whether you have insurance and what your plan covers, which service you’re receiving, and details like whether it’s an intake or follow-up visit or your provider’s credential level. Not sure what to ask your insurance? See questions to ask your insurance. See below for more information or go to our self-pay rates if you’re paying out of pocket.
If you have insurance, your cost is typically a copay or coinsurance set by your plan — contact your insurance to confirm your outpatient mental health benefit. If you’re self-pay or your plan is out-of-network, see our self-pay rates for individual, couples, family, and child therapy.
Psychiatric medication management is billed separately from therapy and may have a different cost-share under your plan. Check with your insurance to confirm your benefit or see our self-pay rates if you’re paying out of pocket.
Yes. An intake evaluation and a follow-up visit are billed differently, so your cost is typically higher for that first appointment. Ask your insurance how your plan handles intake visits specifically, since some plans apply a different copay or require you to meet your deductible first.
Yes. Cost can vary depending on the licensure of the provider you see — for example, a psychiatrist or nurse practitioner bills differently than a licensed therapist, and insurance may reimburse each at a different rate. Our self-pay rates reflect this too, with separate rates listed for medical and therapy providers.
TMS is covered by most insurance plans for patients who qualify, and our TMS Care Coordinators handle the prior authorization process on your behalf. They’ll walk you through your specific coverage and cost — contact us to get started.
Psychoeducational testing is self-pay only and isn’t billed to insurance. See our Psychoeducational Testing page for current pricing and payment plan options.
You may still be able to use your out-of-network benefits. See Out-of-Network & Self-Pay for how that works.
Understanding Your Bill
Claims are typically submitted to your insurance carrier after services are rendered and all required information has been verified. Insurance companies often require time to process and review claims after they are submitted. While timelines vary by insurance plan, it is normal for claim processing to take several weeks before a final determination is made. We appreciate your patience while your insurance carrier completes its review.
You may receive a bill if you have a balance remaining after your insurance company processes your claim. This may occur if services were not covered by insurance, or if a copay, deductible, or coinsurance amount remains your responsibility.
Being billed through insurance doesn’t mean you won’t owe anything — insurance pays its share first, and we bill you for what’s left. Your insurance plan determines what you owe for your care, including your deductible, copay, and co-insurance, or if part of the service wasn’t covered by your plan. The bill you receive reflects your responsibility after your insurance has processed the claim, not a mistake or a separate charge.
If you have questions about your benefits or why you’re responsible for a specific amount, your insurance company is often the best resource — the number is on the back of your card.
Definitions of common insurance and coverage terminology can be found below.
Statements are emailed unless you’ve requested a paper statement. Please check your spam folder for messages from Family Care Center and add us to your contacts to ensure future delivery.
Statements are sent monthly as long as you have a balance due.
To switch from email to paper statements, use the opt-out option included in your statement email. This is the only way to make the switch, so our clinics and billing team aren’t able to process this request directly.
About Paying Your Bill
The fastest way to pay is online through your patient portal. You can also pay by phone, in person, or by mail — see our Pay Your Bill page for all your payment options.
We accept major credit cards, debit cards, HSA/FSA cards, checks, and other approved payment methods.
Your card on file covers copays, co-insurance, and deposits. These are typically charged the day of your appointment, though some charges can take up to 48 hours to process. Any remaining balance not covered by insurance, once you’ve received a statement, is charged monthly.
If you’re unable to pay your balance, please contact your clinic location — we can discuss a payment plan or help you apply for financial assistance.
Yes, payment plans are available for qualifying balances. Contact your clinic location to discuss a payment plan.
Contact our billing team to review your account and explain charges, payments, insurance adjustments, and remaining balances.
Yes. We’ll apply the overpayment as a credit to your account or issue a refund.
Your statements and account details are shared only with you or someone formally authorized on your account. Your insurance company may also send you an Explanation of Benefits (EOB) separately — that’s not a bill, just a record of what they’ve processed.
Contact our billing team — they’ll review your bill and correct any errors.
Yes. If you overpay or your insurance pays more than expected, you’ll receive a refund for the difference.
Common Terminology
In-network — a provider that works with your insurance. You’ll usually pay less out of pocket for care.
Out-of-network — a provider without an agreement with your insurance plan, which may mean higher out-of-pocket costs.
An insurance co-pay is fixed amount your insurance plan sets that you pay at each visit, regardless of the total cost of the service. It’s due at the time of your appointment and typically doesn’t count toward your deductible. For example, your plan might set a $30 copay for a therapy visit and a different amount for a psychiatry visit.
An insurance deductible is the amount you pay out of pocket for covered services each plan year before your insurance starts sharing the cost. It resets annually. For example, if your deductible is $1,500, you’re responsible for the full cost of covered care until you’ve paid $1,500 that year — after that, co-insurance takes over.
Once you’ve met your deductible, co-insurance is the percentage of the cost you and your insurance company each pay for covered services, until you reach your out-of-pocket maximum. For example, an 80/20 plan means your insurance pays 80% and you pay the remaining 20% of the allowed amount.
Your out-of-pocket maximum is the most you’ll pay for in-network services during the plan year, including your deductible, co-insurance, and copays combined. Once you reach it, your insurance covers 100% of covered services for the rest of the year.
A deposit is an amount we collect at your appointment based on your estimated insurance responsibility for that visit — typically your deductible and co-insurance. It’s applied toward your final balance once your insurance processes the claim; any difference is refunded or billed accordingly.
Out-of-Network & Self-Pay
You can still receive care at our self-pay rates. In some cases, we can submit a “courtesy claim” to your insurance company on your behalf, so you don’t have to file for reimbursement yourself — we’ll confirm at scheduling whether this applies to you. If we’re not able to submit a courtesy claim, request an itemized receipt from our billing department so you can submit it to your insurance company directly. See our Out-of-Network & Self-Pay page for more information.
First, contact your insurance provider to confirm your out-of-network benefits, deductible, and any referral requirements. You’ll pay our self-pay rates at your appointment, and in most cases, we’ll submit a courtesy claim to your insurance on your behalf — or provide an itemized receipt so you can file directly. See our Out-of-Network & Self-Pay page for the full process.
Contact our billing team to request an itemized receipt. You can then submit it directly to your insurance company to file for reimbursement.
Call your insurance company (the number is on the back of your card) and ask whether your plan includes out-of-network benefits — and if so, what portion of the cost they’ll reimburse and any requirements (like a referral) to qualify. Our team can help you understand our self-pay rate and your reimbursement options once you’ve scheduled.
We post estimated self-pay rates for common services, including intake and follow-up visits and TMS. The price for any service is an estimate — actual charges depend on the circumstances of your visit. See current rates.
Yes, we accept HSA and FSA cards as payment.
Request an itemized receipt from our billing department and submit the claim directly to your insurance company for reimbursement.
Full details, including our out-of-network billing and reimbursement flyer, are on the Out-of-Network & Self-Pay page.
Financial Assistance
Yes. Family Care Center is committed to making quality care accessible, including for patients who are underinsured or unable to pay for medically necessary care based on household finances. Eligibility is based on federal poverty income guidelines, family size, income, and applicant age. See our Financial Assistance Program page for the full process.
Download the Financial Assistance application, print it and bring it to your appointment, or fill it out and email it (PDF) to PatientPayments@fccsprings.com. You can also request a copy from your clinic or by calling 719-540-2131 (7:30 a.m. to 4:30 p.m. Mountain Time). See our Financial Assistance Program page for the full process.
Patient Portal & Billing
Register for our patient portal to manage your care in one place: upload your insurance card, photo ID, and other documents; sign forms; message your provider; view your statement; manage a saved payment card; and pay your balance. See our Patient Portal FAQs for more information.
A link to the patient portal is at the top of our website. To log in the first time, look for the email from our Patient Access Team sent when you scheduled your first appointment. We recommend bookmarking the portal login page so it’s easy to find next time. See our Patient Portal FAQs for more information.
Try using the Forgot Password and Forgot Username links on the patient portal login page.
Need more help with your portal account?
Please visit our Patient Portal FAQs or contact your clinic location.
Cancellation & No-Show Policy
We schedule appointments to give every patient the time and attention they deserve. To help us do that, we ask patients to arrive on time and give at least one business days’ notice to cancel or reschedule, or fees may apply. Psychoeducational testing appointments require at least three business days’ notice.
To cancel or reschedule your appointment, please contact your clinic location as soon as you can.
Appointments canceled or missed without enough notice may be subject to a no-show or late-cancellation fee ($50 for therapy, $100 for psychiatry/medication, and $200 for educational and diagnostic testing).
If an emergency comes up, contact your clinic location as soon as you can. Fees may still apply, and our billing team can’t cancel appointments on your behalf.
Please contact your clinic location to cancel or reschedule your appointment. If you’re within the notice window (48 business hours, or 72 for psychoeducational testing), fees may still apply. Our billing team can’t cancel appointments on your behalf.
Still Need Help?
Our team is happy to answer questions about your account.
Submit a Billing Request
Get help with billing, insurance, or payment questions — routed to the right person.
Contact Your Clinic
Your clinic location can assist with billing questions, portal access, payments, and more.
Mailing Address: FCC MSO LLC, Attention: Patient Billing · P.O. Box 845113 · Dallas, TX 75284-5113