The practice has providers that participate with most insurance plans that service the Richmond area to include:

• Anthem

• Anthem Healthkeepers

• Blue Cross & Blue Shield

• Aetna

• Cigna

• Medicare

• Medicaid

• Oum OPTUM

• United Health

• ...COMING SOON, Sentara

Our Intake coordinator will have the most up to date information on a particular provider’s status and availability. To check on status, please feel free to text 804-223-3165.

Insurance Guidelines / Information Keeping your insurance information accurate and up to date helps us ensure proper billing and avoid appointment or claim delays. If you have new or updated insurance, please do either of the following:

• Log into your patient portal and update your insurance details AND email us to confirm we’ve received your updated insurance information.

• Send a clear photo of the front and back of your insurance card via secure messaging in the patient portal, email, or text to our HIPAA-compliant line at 804-223-3165.

Please call our office at least 24 hours ( 1 business day ) before your appointment. If the office is not notified you risk being charged for a no show or not being granted future appointments with the practice. Your clinician has set aside time to meet with you, and it is important that you attend your appointment.

Appointment | Rescheduling & Cancelling Guidelines:

• To reschedule, please contact your provider through the patient portal or email your provider directly; you may also contact the front desk.

• To avoid being charged a late cancellation fee, please follow these guidelines below:

Communication Method / Deadline to Avoid Charges ( excluding weekends and holidays ):

• Text Message: At least 24 hours in advance of your scheduled appointment.

• Portal or Email: At least 48 hours in advance of your scheduled appointment

To reschedule of cancel an upcoming MONDAY appointment:

• Text cancellations must be received on the preceding Friday before 12:00 p.m.

• Portal/email cancellations must be received by your scheduled time on the preceding Thursday.

Appointment Information & Expectations:

• Business hours: we are not open on holidays or weekends.

• Appointment hours vary by provider.

• You can view your upcoming appointment details (date, time, location, provider, etc.) by logging into your MYIO patient portal.

• Appointments provide time with your provider. It does not guarantee any specific medications, treatments, or letters.

• To schedule an upcoming appointment outside of your existing session with your provider, please request through secure messaging in your patient portal or text our HIPAA-compliant line at 804-223-3165.

• Unattended children: the practice does not allow and is not responsible for unattended children in the waiting area. We apologize for any inconvenience this may cause.
  

Appointment | Rescheduling & Cancelling Guidelines:

• To reschedule, please contact your provider through the patient portal or email your provider directly; you may also contact the front desk.

• To avoid being charged a late cancellation fee, please follow these guidelines below:

Communication Method / Deadline to Avoid Charges ( excluding weekends and holidays ):

• Text Message: At least 24 hours in advance of your scheduled appointment.

• Portal or Email: At least 48 hours in advance of your scheduled appointment

To reschedule of cancel an upcoming MONDAY appointment:

• Text cancellations must be received on the preceding Friday before 12:00 p.m.

• Portal/email cancellations must be received by your scheduled time on the preceding Thursday.

Animals in the Office Disclosure:

On occasion, providers/employees may bring their therapy dog to the office. If you have any allergies, phobias, and/or other concerns, please let your provider know. We will be happy to create other arrangements during your sessions. Other than ADA trained service animals, we ask that patients not bring their pets into the office.

Communication Expectations At Monarch Mental Health & Wellness, we strive to respond to your needs efficiently, respectfully, and in a way that protects your privacy. Please review the following communication guidelines:

Text Messaging ( Preferred Method ):

• Text our secure, HIPAA-compliant line at 804-223-3165

• We aim to respond by text within 24 business hours.

• Our text monitoring/admin hours are listed below: MONDAY - THURSDAY | 10:00 a.m. to 4:00 p.m. FRIDAY | 10:00 a.m. to 12:00 p.m.

• Messages sent after hours will be received the next business day.

• Please include your FULL NAME, DATE OF BIRTH, and PROVIDER when texting us. This helps us identify you promptly and respond efficiently.
  

Phone Calls & Voicemails:

• Voicemails are typically returned within 2 business days.

• Missed calls without a voicemail or a follow up text message will not be returned.

• Please do not use voicemail as a resource, if you are experiencing an emergency or otherwise in a crisis and need urgent support, CALL 911 or go to the nearest emergency room/urgent care clinic.
  

Patient Portal Messages & Office Emails:

• To access your MYIO Patient Portal, go to our website.

• The patient portal should be used for non-urgent clinical matters only.

• Email should be used for issues related to scheduling/administrative matters only.

• Messages are generally responded to within 2-3 business days; excluding weekends, holidays, office closures, and/or when your provider is out of the office.

• Your provider may ask you to schedule an appointment if your message requires detailed discussion.

• For your privacy and protection, any communication containing Protected Health Information (PHI) should be sent only through your secure patient portal. If PHI is transmitted, it is your responsibility to protect it.
  

Billing Communications:

• For any billing and/or insurance-related inquiries or questions, please contact:

• Send secure message in your patient portal ( preferred ) to Sarah Chamberlain

• Phone: 804-223-3165 ext. 2 | Email: billing@monarchmentalwellness.com

You may receive messages from our Billing Department outside of our regular office hours. If contacted outside of our regular business hours, it will be for billing inquiries only. Billing will not schedule or respond to medication refill requests.

Keeping your insurance information accurate and up to date helps us ensure proper billing and avoid appointment or claim delays. Notify the office prior to receiving services if there is an update to health care coverage.

If you have new or updated insurance, please do either of the following:

• Log into your patient portal and update your insurance details AND email us to confirm we’ve received your updated insurance information.

• Send a clear photo of the front and back of your insurance card via secure messaging in the patient portal, email, or text to our HIPAA-compliant line at 804-223-3165.

Insurance Claims:

As a courtesy, MMH&W will file insurance claims. Your insurance company, in lieu of reimbursing you directly, will pay the provider or MMH&W any benefits for services rendered. Your medical insurance carrier may pay less than the actual bill for services, so you may be responsible for payment of some or all of the services rendered.

You are responsible for making available complete insurance information for accurate filing of claims. To meet this end, we require updated insurance information at each visit. Reduction or rejection of your claim by your insurance company does not relieve the financial obligation you have incurred.

It is your responsibility to know and understand your medical insurance coverage. Not all services are a covered benefit in all contracts. Please call your insurance company to verify your benefits.

MMH&W will not be able to file claims to your insurance company unless you provide us with accurate and complete information about your insurance plan. Please review your policy carefully and be aware of any limitations on your benefits. Please be aware of your copay and deductible prior to your appointment.

Referrals and Authorizations:

Some insurance companies require that prior to any visit with a specialist you must obtain an authorization or a referral from your primary care physician. It is your responsibility to know if this is required by your insurance and, if so, to obtain the referral. If this is not done 48 hours before your appointment, you will be asked to either reschedule your appointment or pay the full amount for all services on the day of service. If your insurance company rejects a claim because a valid authorization or referral was not in place, the full cost of the visit will be your responsibility.

Thank you for choosing Monarch. We’re excited to support your health journey and make your experience as smooth and welcoming as possible.

WHAT WE NEED TO GET STARTED:

To begin setting up your appointment, please reply (either by completing the contact information on our website, texting our HIPAA compliant secure line, or emailing us) with the following information:

• Full Name

• Date of Birth

• Full Home Address

• Email Address

• Phone Number

• Insurance Provider & Member ID ( if applicable )

• Preferred Monarch Provider ( if you have one )

• Preferred Appointment Days / Times

Please note: if your insurance plan is under another policy holder, we will need the name and date of birth of the primary policy holder.

WHAT HAPPENS NEXT:

Within 24-48 hours ( excluding weekends and holidays ), we will connect with you.

1. Next, you will receive an invitation via the email you provided to set up your MYIO Patient Portal.

2. Once you receive the invite:

• Create your patient portal account.

• Complete the three intake questionnaires that will be sent directly to your provider ( required to set intake appointment ).

• If the portal link expires, just let us know and we'll resend it.

3. After you’ve completed the questionnaires, send us an email or text to let us know. At that point, we’ll be able to lock in the earliest available appointment for you.

WHAT TO EXPECT FOR YOUR FIRST APPOINTMENT:

• Please allow 1 hour for your intake appointment

• Be prepared to provide a current form of government issued ID

• Be prepared to complete our office consent forms ( different from the questionnaires ), available digitally or in-office. If your intake appointment is virtual, you will need to complete our consent forms digitally, at least, 24 hours prior to your scheduled appointment. The link to complete the consent forms will be in your appointment confirmation email and also the "New Patient Forms" can be found on our website under the "Forms & Links" tab.

Laboratory Studies / Additional Testing At times, laboratory studies may be required. Please be aware that the cost of laboratory work is not included in your visit charge and is your responsibility. Completion of necessary lab work may be required prior to initiating or continuing medication. In addition, you may be referred for psychological testing if warranted which may incur additional costs.

Late Cancellation & No Show Policy A minimum of 24 hours notice from your scheduled appointment is required for cancellation of all appointments. Late cancellations and no-shows may result in a fee being charged to your account at the full appointment rate (including initial visits).

• If you miss your first scheduled appointment without notice, we will not offer rescheduling.

• 3 or more missed appointments/no-shows, repeat late cancellations and/or repeat reschedules in a 12-month period may result in discharge from the practice.

• Reminder texts/emails are provided as a courtesy; you may elect to receive appointment reminders.

• Automated reminders may be sent, but should not be solely relied upon for scheduling.

• You are responsible for keeping track of appointments and may access your appointment information details directly in your patient portal.

Please call our office at least 24 hours ( 1 business day ) before your appointment. If the office is not notified you risk being charged for a no show or not being granted future appointments with the practice. Your clinician has set aside time to meet with you, and it is important that you attend your appointment.

Appointment | Rescheduling & Cancelling Guidelines:

• To reschedule, please contact your provider through the patient portal or email your provider directly; you may also contact the front desk.

• To avoid being charged a late cancellation fee, please follow these guidelines below:

Communication Method / Deadline to Avoid Charges ( excluding weekends and holidays ):

• Text Message: At least 24 hours in advance of your scheduled appointment.

• Portal or Email: At least 48 hours in advance of your scheduled appointment

To reschedule of cancel an upcoming MONDAY appointment:

• Text cancellations must be received on the preceding Friday before 12:00 p.m.

• Portal/email cancellations must be received by your scheduled time on the preceding Thursday.

Medical Records Release:

• Use the Release of Information (ROI) consent form that was signed during intake.

• If you don’t have it, email frontdesk@monarchmentalwellness.com to request a copy.

• Fill out the form completely, don’t forget to include the recipient’s name, address, and dates of service or specific records requested.

• Then, return it to the same email address.

Processing Timeline

• Once the properly completed form is received, please allow 7–10 days for processing.

• HIPAA mandates a maximum timeframe of 30 days, extendable by 30 days with written notice, so our timeline is well within legal requirements.

Fees & Payment

• If your request involves records, letters, or forms outside of a scheduled visit, a processing fee may apply.

• Please pay via the patient portal at the time of your request.

• After payment, notify the front desk by email or text, so we can confirm receipt and advance the process.

Next Steps

1. We confirm receipt of your payment.

2. Your provider is notified that payment is complete.

3. Requested paperwork will be finalized and sent to your designated recipient within 10 business days.

Why These Steps?

• Releasing medical records must comply with HIPAA's privacy and security rules, including verifying requestor identity and ensuring minimum necessary disclosure.

• Ensuring a signed authorization streamlines legal compliance and protects your privacy.

• The fee structure aligns with both state regulations and ensures resources for secure processing.

Forms & Letters Requests:

Forms, letters, or paperwork requested outside of a scheduled appointment may be subject to a fee. If a fee applies, it must be paid through the patient portal at the time of your request. After making payment, please notify the front desk by text or email so we can confirm receipt. Once we have been notified of receipt of payment, your provider will be notified. The requested paperwork will be completed within 10 business days.

IMPORTANT POLICY NOTICE:

We provide support documentation, including Accommodation letters, Disability forms, and FMLA forms, exclusively to our established patients, who have been in active treatment with us for a minimum of 6 months. Please note that this policy applies to all clients and no exceptions will be made.

We are committed to providing safe and effective care, which includes clear communication about medication use and refill procedures. Please review the following policies carefully.

• You will be given enough medication to last until your next scheduled follow-up appointment.

• Frequency of visits is based on stability and is determined during your last visit with your provider.

• Refills are only given to patients who are active in treatment.

• For controlled substances, an appointment with your provider may be required before a refill can be issued.

• Clients must be seen at least every 3 months for controlled stimulants. Medications may not be refilled if the appointments are not kept, and this will be at the discretion of the prescribing provider.

• Urgent refill requests (made outside business hours and/or without an active follow-up appointment and needs medication to get through until the next available appointment) may be subject to a fee.

• If you are experiencing an emergency after hours or on the weekend, please call 911 or visit the nearest urgent care/emergency room.

If You Cancel or Reschedule an Appointment:

• It is your responsibility to contact your provider/office if you need additional medication before your next appointment, with enough time for review and processing.

• Medications may not be given if you cancel or no-show, even if abrupt discontinuation carries risk, if the provider determines a clinical evaluation is needed.

Patient Responsibilities with Medications:

• Medications may cause withdrawal symptoms if not taken as prescribed or if stopped abruptly.

• It is your responsibility to schedule follow-ups at the recommended interval.

• Inform every provider and pharmacist of ALL medications you are taking; including, but not limited to: over-the-counter medications, vitamins, supplements, etc.

• PLAN AHEAD! You are responsible for managing your medication supply. Please submit your request before you run out of medication to allow sufficient time for review and processing.

Medication Refill Requests: To avoid delays in receiving your medication, if you need a refill before your next appointment, please follow these next steps:

STEP ONE:

Your Pharmacy: With medication refill requests made outside of your scheduled appointment, please contact your pharmacy first to request a refill (confirm any remaining refills).

STEP TWO:

If Pharmacy Cannot Process: If your pharmacy is unable to process the request, please send your provider a secure message via the patient portal or text us on our HIPAA compliant line with your FULL NAME, DATE OF BIRTH, PROVIDER, and the name of the MEDICATION.

Medication Refill Request Processing Time:

• Refill requests are processed within 2 business days.

• To ensure same-week processing, submit requests MONDAY-WEDNESDAY.

• Requests made after 12:00 p.m. on Friday, weekends, holidays, or when office is closed, will be received the next business day.

• Refills are not processed outside of business hours, on weekends, and/or holidays.

Medication Refill Requests May Be Denied If:

• You do not have a psychiatric follow-up appointment scheduled.

• You have not been seen for an office visit in over 1 year.

• You frequently miss or cancel appointments at our practice.

• You have an outstanding balance for services received at our practice.

• Medications may not be given if you cancel or no-show regardless of the dangers associated with abrupt discontinuation if the doctor feels a clinical evaluation is necessary prior to a refill.

Payment of Service:

Please note that you are ultimately responsible for all charges incurred for your treatment or the treatment of those for whom you are responsible. If for any reason your insurance company, or other third-party payer (such as a divorced spouse or lawyer), does not promptly reimburse MMH&W for services rendered, you will be responsible for those charges. 

You may view your statement/invoice and make a payment directly through your patient portal.  Outstanding patient balances must be paid prior to scheduling your next appointment and/or prescription refill requests.

To avoid delays or rescheduling, please make payment at least 48 hours before your scheduled visit. If your appointment extends beyond the allotted time for any reason, you will be charged for the additional time at the prorated hourly rate. 

You may pay with cash or credit/debit/FSA/HSA card at the time of service. Checks may be accepted on an individual basis for established patients. If a check is returned by your financial institution for any reason, a fee of $25 will be charged and future payments must be made by cash or credit/debit card. If you choose to pay with cash, please have the exact amount. You will be required to leave a confidential credit card on file that may be billed for services provided outside the office, like clinical phone calls. Your credit card is used to secure payment in the case that there is a no-show/late cancellation/returned check fee. 

You are responsible for fees from credit card companies, collection agencies or banks due to non-sufficient funds, payment disputes, or non-payment of fees. Please notify us if there is any change in your payment information or if any problem arises in your ability to make payments. 

Overdue accounts may be referred to collection agencies as a last resort. Fees are subject to change and reflect the complexity and type of service(s) provided. You will be notified thirty days in advance of any changes in our fees. 

A fee may be charged for clinical phone calls / portal messages between appointments. This fee is not covered by insurance. This fee does not apply to phone calls or messages strictly related to scheduling, billing, or other non-clinical questions. 

Additional requested paperwork, forms, letters, etc. may incur a fee. Bounced, invalid, and/or returned checks; expired credit cards may incur an additional fee.

We accept the following insurance:

​Medicare/Medicaid Anthem Healthkeepers / Blue Cross and Blue Shield

Anthem Healthkeepers Plus

Aetna

Aetna Better Health Cigna

United Health

Oum OPTUM​

Sentara Health

​

BILLING & CODES:

We bill for 30-45 minutes of medication management and therapeutic services

Initial Intake Codes: 99205 / 90836

Follow Up Codes: 99214 or 99215 / 90883 or 90836

​SELF PAY RATES:​

Initial Intake: $275

Initial intakes take approximately 60 minutes for medication management

​Follow Up: $150

Follow up appointments are 30 minutes and include therapeutic modalities and management

​

NO SHOW / LATE CANCEL ( UNDER 1 BUSINESS DAY ) FEE: $75

( this includes initial assessment )

​

BEFORE BEING SEEN...​( see "Intake / Onboarding Process" in FAQs )

Clients will need to have set up their MYIO Patient Portal (sent from Monarch) and completed the questionnaires. These questionnaires / clinical history forms are sent directly to your provider and required for your initial intake appointment. Clients will also need to provide current insurance information, a copy of their driver's license, and complete our office intake consent forms.

If a medication requires prior authorization, the pharmacy will communicate with our office. This process may take several days for the insurance company to make a decision. You may want to follow up with the pharmacy for updates. Please do not reach out to our office for updates, as once we have submitted the prior authorization, it is now in the pharmacy and insurance company hands.

What is Prior Authorization?

Prior Authorization, also known as pre-authorization, precertification, or pre-approval, is a requirement by some health insurance plans for your medical provider to obtain approval before performing certain services, procedures, or prescribing specific medications. It’s a way for insurers to ensure that the care is medically necessary, safe, evidence-based, and cost-effective.

When is Prior Authorization Required?

It's most often needed for higher-cost services or treatments, specialized medications, or durable medical equipment, etc. Emergency services typically do not require prior authorization.

Who Initiates the Process?

Typically, your healthcare provider or their office submits the authorization request on your behalf. In cases of out-of-network providers, you may need to help initiate it yourself.

How Long Does It Take?

Response times vary:

• Urgent requests: insurers usually respond within 72 hours.

• Standard requests: responses often come within 7 days (some plans may take up to 30 days).

What If It’s Denied?

If your request is denied, don't worry, you have options:

• Internal appeal: Request a reconsideration with your insurer.

• External appeal: If internal appeal fails, you can escalate for external review by a third party.

Often, denials are overturned, especially when your provider furnishes additional medical justification.

Why Do Insurers Require Prior Authorization?

Insurers use prior authorization to:

• Confirm medical necessity,

• Prevent duplication of services,

• Encourage safe and cost-effective options

• Minimize drug interactions.

At Monarch Mental Health and Wellness, we offer a comprehensive range of services, including but not limited to: medication management, therapy, and practices to address mental health challenges such as anxiety, depression, bipolar disorder, ADHD, and more.

Telehealth / Virtual Appointments We offer appointments utilizing a confidential, HIPAA compliant video platform. There may be circumstances when an in-person appointment is required based on the medication being prescribed ( i.e., stimulants ).

Please note that you must have an active credit card and/or active insurance on file to participate.

Access your virtual session via your provider’s DOXY link, found on our WEBSITE under the “Telehealth” tab ( see instructions below ). It is not accessible through the patient portal, at this time. These links do not change, so we recommend bookmarking your provider's link for future use and easy access. ( www.monarchmentalwellness.com/telehealth )

IMPORTANT:

Reminder Responsibility Please note that our providers are not responsible for sending reminders or links for Telehealth appointments.

Safety First: No Driving Allowed Telehealth sessions must not be conducted while driving. If we see you are driving during the session, we will ask you to safely park before continuing or we may need to reschedule.

Telehealth requires full engagement and presence, driving compromises your ability to participate meaningfully. Treat Telehealth as you would an in-person appointment; find a quiet, private spot where you can focus fully.

🖥️ HOW TO ACCESS YOUR VIRTUAL / TELEHEALTH APPOINTMENT ⤵️

➡️ Go to our WEBSITE ( please note, NOT your MYIO Patient Portal ): www.monarchmentalwellness.com

➡️ Click on the "Telehealth" tab in the menu or the "DOXY Links" button.

( If you're on a mobile device, click the 3 bold bars, the MENU ICON ☰, at the top and then click on the "Telehealth" tab ).

➡️ From there, select your provider's DOXY link

(📌 BOOKMARK/SAVE the DOXY link to make future check-ins a breeze, as the link remains the same for each session ).

➡️ Next, a few minutes prior to your scheduled appointment, simply type in your name and click "CHECK IN."

➡️ You will be placed in your provider's Virtual Waiting Room and your provider will be notified. Just like being in an in-office waiting area, where you will wait to be seen, your provider will join you as soon as they are available.