Frequently Asked Questions
New Patient Questions
How long does it take to hear back after I send in a new patient referral?
While it is our goal to respond to your new patient referral the day we receive it, it is not always possible due to the amount of referrals that we receive. Please allow our office 72 hours to respond to your new patient request or referral.
What should I expect when I leave a message to request a refill?
Please allow our office up to 48 hours to respond to a refill request.
How will my visit differ if I see a Psychiatrist or a Advanced Practitioner?
Your appointment with the MD or Nurse Practitioner will be conducted the same and you will receive the same gold standard of care. Both can write the same prescriptions and follow the same guidelines.
What is the difference between a Psychiatrist and a Psychologist?
The main difference that applies to our office is that a psychiatrist is a clinically trained medical doctor with the knowledge and ability to prescribe medication and the appointment will center around medication management and will while a psychologist appointment centers around therapy or testing. A Psychologist is a Ph.D and does not prescribe medication.
What is the expected wait time for a return phone call?
We ask that you give us up to 48 hours to respond to your voicemail before you call back or leave an additional message.
What should I expect when I leave a message to request a refill?
Please allow our office 48 hours to respond to a refill request.
What is a TOVA test?
A TOVA test is An FDA-cleared, computerized, and objective measure of attention (ADHD) and inhibitory control normed by gender for ages 4 to 80+. It is used along with a clinical interview and subjective measures (such as behavior ratings) for a more comprehensive picture of academic, social, and personal performance and impairment.
What is Pharmacogenetic testing?
Pharmacogentic testing is cheek swab that is done in our office and sent out to an independant laboratory to help guage how effectively and how quickly a person’s body might process certain medications. Results are returned to our providers and discussed with the patient at their next appointment. You may read more information in this article by AACAP Pharmacogenetic Testing.
Can PPG fill out FMLA and/or disability forms?
FMLA or disability forms will not be filled out at the patient's first couple of visits to our office. We require reasonable time for the providers to spend with each patient to adequately asses if FMLA or disability is directly related to a mental health condition. It's usually three or more visits and at least several months of treatment before we can consider filling out the forms. Please note that each situation is unique and requires careful evaluation by the provider. By filling out the forms, we do not guarantee that you will be approved for FMLA or disability.
Insurance and Financial Questions
What is a copay?
A fixed amount ($20, for example) you pay for a covered health care service after you've paid your deductible. Copay are due at time of service.
What is a deductible?
A deductible in the amount you pay for covered health care services before your insurance plan starts to pay. With a $2,000 deductible, for example, you pay the first $2,000 of covered services yourself.
What does Coinsurance mean?
The percentage of costs of a covered health care service you pay (20%, for example) after you've paid your deductible. Let's say your health insurance plan's allowed amount for an office visit is $100 and your coinsurance is 20%. If you've paid your deductible: You pay 20% of $100, or $20. The insurance company pays the rest. If you haven't met your deductible: You pay the full allowed amount, $100.
What is Out-of-Pocket?
Your expenses for medical care that aren't reimbursed by insurance. Out-of-pocket costs include deductibles, coinsurance, and copayment for covered services plus all costs for services that aren't covered.
Why do you charge an appointment deposit?
We collect an appointment deposit up front and place it as a credit to the patient’s account to reserve the appointment slot on the provider’s schedule and to help ensure patient responsibility for keeping their appointment. If the patient does not show up for the appointment or cancels at the last minute (per our office policy) then the appointment deposit goes toward the missed appointment charge. If the appointment deposit is unused by the third appointment (for copay, deductible, or missed appointment fees) any remaining credit will be refunded.
What are my mental health benefits?
Mental health benefits vary greatly between specific insurance policies. We do a basic check prior to each appointment to make sure that the patient is eligible for mental health benefits. However, this is not a guarantee of coverage and it’s the patient’s full responsibility to find out what services are covered by their individual carrier. PPG cannot guarantee coverage.
How do I pay a balance?
PPG has several options to pay a balance:
- You can call our office and any staff member can assist you.
- You can access Healow to pay on the patient portal desktop version.
- You can mail it in with your statement
Why does PPG bill two codes?
The primary code that we use is called an evaluation and management code. Practicing health care providers in the United States must use E/M coding to be reimbursed by Medicare, Medicaid programs, or private insurance for patient encounters. The second code that we use is an add-on code for the therapeutic portion of the visit such as individual psychotherapy; insight oriented, behavior modifying and/or supportive, with the patient and/or family member. Unlike most other specialties, this is how we are able to create dedicated time for each visit.
How does PPG come up with charges for their services?
Our billable rates and fees are contracted between your specific insurance carrier and The Emory Healthcare Network or with PPG. We are bound by those contracted rates and held to a gold standard of care.
Can you bill my insurance for the TOVA test?
To keep patient cost to a minimum, we do not bill insurance for the TOVA test. PPG charges a nominal fee to cover the cost of the test, the time it takes staff and providers to give the test, and to interpret and read the results.
How does The No Suprises Act affect me?
The No Suprises Act went into effect on January 1, 2022. It protects people with private or commercial health insurance from receiving suprise medical bills when they receive emergency services from out of network providers at in network facilities. This part of the No Suprises Act does not apply to our outpatient services. However, the act does allow for self-pay pateints to request a good faith estimate of how much care will cost in advance. Self-pay rates are listed on our website on the New Patients and Referrals page and we will happily provide you with a good faith estimate upon request. You may click this link to read more about the No Suprises Act.