What to Know

+ What can I expect from therapy?

Talk therapy (also known as psychotherapy) is based on the idea that expressing your thoughts and emotions can lead to better self-understanding and positive life change. A therapist’s role is to build a supportive and understanding relationship where you can feel empowered to express these feelings and perspectives openly. The space to be yourself in an environment free of judgment can normalize your feelings, lead to less distress, and contribute to the safety you need to examine your own behavior, choices, and worldview.

As the client-therapist relationship develops, your therapist will utilize various techniques and interventions to help address your concerns. Through the use of well-crafted questions and targeted responses to your answers, the therapist creates an environment that fosters self-awareness and growth. Informed by their advanced knowledge of human behavior and their experience with you as a unique individual, your therapist will guide you step by step as you work towards the best version of yourself.

Occasionally, individuals new to therapy may assume that the therapist will give them advice or tell them directly how to solve their problems. It is important to know that therapists are generally very careful not to direct individuals on right and wrong or exactly what decisions to make. Therapists function with the belief that in order for your change to be real, it needs to be driven by and developed by you. Solutions to your life’s challenges will begin to naturally emerge as your therapist’s questions, responses, and therapeutic activities contribute to your confidence, clarity, and self-understanding.

+ Who are Canopy’s therapists?

Canopy has a wide range of therapists with varying therapy styles. It’s important to find a therapist that is a good match for you. Visit our therapists' bios to learn more about each therapist and contact someone directly.

+ How do I set up an appointment or contact Canopy?

To schedule an appointment or if you need help finding a therapist, you can call our main number at 612-712-7200, contact a therapist directly, or request an appointment.

For all other inquiries, please call our main office at 612-712-7200, or email us at info@canopymhc.com.

+ How do I set up my secure client portal?

Once you schedule an intake with one of Canopy's providers, you will receive an email invitation from "portal@procentive.com" prompting you to set up your client portal. Use the client portal to access your telehealth link, make payments, view past and future appointments, and communicate directly with your provider.

+ What if I forgot my client portal password?

Go to your secure client portal. Click on "Forgot your password" or "Forgot your username" -- follow prompts to reset.

+ What if I can't find my telehealth link?

Canopy uses TheraLink through the Electronic Health Record system called Procentive. You will receive an email prior to your telehealth session from "appointments@procentive.com" with the subject line reading "Upcoming Video Session" -- click on the second hyperlink to join your video session. You can also find your telehealth link from the secure client portal under "Upcoming Appointments" to join. If you continue to experience ongoing problems, please check your SPAM or contact your Canopy provider.

+ What are my options for insurance and payment?

Psychotherapy can be costly. We do our best to talk openly about potential costs and to help you feel prepared for and in control of the financial aspects of therapy.

There are three main payment options for psychotherapy: self-pay, insurance, and employee assistance programs (EAP).

+ What insurance companies are in-network with Canopy?

Canopy is in-network with the following insurance companies: Blue Cross Blue Shield, Cigna, Medica, United Healthcare, Preferred One, Aetna, UCare, HealthPartners, and Minnesota Medicaid Plans, including Hennepin Health.

+ How does insurance work with Canopy?

Psychotherapy is often a covered or reimbursable medical service under most insurance plans. This means that after your session, Canopy bills your insurance, and the insurance company pays for all or some of the cost of the session.

Even if a Canopy therapist is in-network for you, you may still be responsible for some of the cost of your services. Your therapist can verify that your insurance is active and that Canopy is in-network, but we recommend that you talk directly with your insurance company to understand the specific cost that will be associated with therapy under your plan.

Some insurance plans reimburse for services with out-of-network therapists, though it’s not as much as what’s covered for in-network providers. To find out more details about out-of-network coverage for Canopy clinicians, please speak directly to your insurance company.

+ Insurance is complicated. How do I know how much I owe?

Here are some terms that may be useful when trying to understand the dollar amount you are responsible for once insurance has paid their portion of the cost. You can ask your insurance company if you are specifically responsible for any of the following, and how much that is:

• Co-insurance: A percentage of the cost of the session.
• Copay: A flat fee associated with each session.
• Deductible: An out-of-pocket amount that must be paid by the patient before insurance companies begin paying for services. After this amount is met, the client may or may not still be responsible for co-insurance or a copay.

Copays (if known) and self-pay payments will be collected by your therapist at the time of service. Copays that were not paid prior to the session, co-insurance, or deductible amounts will be billed to clients after the session is submitted to insurance and Canopy receives an Explanation of Benefits (a document your insurance company sends to both you and Canopy that explains what insurance covers and what you are responsible for). This process usually takes 2–4 weeks.

+ What if I want to self-pay?

There is a flat fee associated with each psychotherapy session depending on the type and length of the session attended. If these fees are not affordable for you, you may be eligible for sliding scale pricing. You can complete the sliding fee scale form, and your eligibility and fee will be determined based on your verified income and your selected provider. Contact us at info@canopymhc.com to learn more.

+ What is the "Good Faith Estimate"?

Under the law, health care providers need to give clients who do not have insurance or who are choosing to not use insurance "an estimate of the expected charges" for medical and mental health services.

What to know: (1) You have the right to receive a Good Faith Estimate for the total expected costs of any non-emergency items or services. This includes psychotherapy and other mental health services. (2) You can ask your mental health provider for a Good Faith Estimate before you schedule a service, or at any time during your treatment. (3) Make sure you save a copy or photo of your Good Faith Estimate. For more information visit: www.cms.gov/nosurprises

+ My employer offers an employee assistance program (EAP). Does Canopy work with EAPs?

Employee assistance programs (EAPs) are arrangements where the cost of a limited number of sessions is paid for as a part of one’s employment benefits. To determine if sessions with a Canopy therapist are covered by your EAP, please contact your company’s EAP service or administrator.

+ How do I pay my bill? Who do I contact if I have billing and insurance questions?

Accessing the secure client portal allows you to view your account and make a secure online payment. Be sure to click on the "Make a Payment" button to view your balance.

For other billing and insurance questions, or to set up a payment plan, please call Canopy's Billing Team at 612-712-7200 ext. 2 or email at billing@canopymhc.com.

+ What is your collections policy?

As a valued client of Canopy Mental Health and Consulting, our billing department will make a reasonable effort to help you resolve any balances you have. If we are unable to resolve your balance after making several attempts, as a last resort, we may need to send your past-due balances to a collection agency.

Canopy Mental Health and Consulting Collections Process:

• Step 1: If you have not provided a credit card to be stored on file and signed an Automatic Credit Card Payment Consent Form, a billing statement will be sent out between the 6th-12th day of the month. Payment is due upon receipt.
  • If you are unable to pay, please do not disregard your statement. Instead, contact Billing to discuss payment.
• Step 2: If we have not received payment or have not agreed upon payment terms with you within 30 days after sending your statement, we will send a pre-collection letter requesting payment with details on how to pay and to encourage you to discuss other options.
• Step 3: Finally, after 3 attempts to resolve the balance with no response or payment from you, we will send you a letter notifying you of the potential transfer of your balance to collection. Within 14 business days you will need to make a payment IN FULL or set up a payment plan that will stop further collection activities, or the account will be transferred to IC Systems, Inc.

Please be advised that once accounts are transferred to IC Systems, Inc., all payments will have to be made through them. Our primary goal is to work with you to resolve your balance. The sooner we can address the overdue balance and future payment needs, we can move focus from financial matters to your treatment and care. If you have any questions, please call Canopy's Billing Team at 612-712-7200 ext. 2 or email at billing@canopymhc.com.

+ What if I have an emergency?

If you are experiencing a life-threatening emergency, please call 911 or go to your nearest emergency department. Canopy does not offer same day appointments and or crisis services. If you are in crisis and unable to see your provider, please contact one of the local or national resources listed below.

Local Crisis Resources:

Hennepin County COPE Hotline : 612-596-1223

Hennepin County Child Crisis Hotline: 612-348-2233

Walk-in Crisis Center: 1-800-273-8255, 2421 Chicago Ave S., Minneapolis, MN 55404

National Crisis Resources:

Crisis Text Line : Text to HOME to 741741

National Suicide Prevention Hotline: 1-800-273-8255

NAMI National Suicide Hotline: 1-800-950-6264

National Domestic Violence Hotline: 1-800-799-7233

Domestic Violence Text Line: Text LOVEIS to 1-866-331-9474

+ What is Canopy’s COVID-19 protocol?

We are here to help during the COVID-19 pandemic. At this time, appointments are available via telephone and telehealth (video therapy). Only a limited number of our providers are offering in-person sessions.

For all in-office sessions, the following safety guidelines will be observed:

• Masks or face coverings are required at all times.
• Consult room surfaces are sanitized before and after each session. Waiting room surfaces are sanitized daily.
• Hand sanitizer and/or hand-washing is encouraged when entering every room.
• If you or a member of your household has tested positive for COVID, been exposed to COVID, or you are experiencing COVID symptoms, we ask that you follow state and CDC regulations to quarantine. Virtual sessions can be offered during this time.

These guidelines were developed in compliance with state regulations and CDC recommendations to prevent the spread of COVID-19. Your observance allows small businesses like ours to provide necessary services to our community. Thank you for your help!