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Frequently Asked Questions

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Is Octave accepting new clients?

Yes, we are accepting new clients in California and New York. To get started, complete a short questionnaire so we can find you the right provider.

Where are you located?

Octave’s services are available to clients living in California and New York. We have four physical clinics - two clinics in San Francisco and two in New York City, and one coming soon to Los Angeles' westside. All our services are currently virtual due to COVID-19 until further notice.

What hours are you open?

Monday - Thursday: 8am - 8pm
Friday: 8am - 6pm

Can I request evening or weekend appointment times?

We do offer evening appointments in both California and New York. We are not open on weekends at this time.

Which services are virtual?

Currently, all services are virtual due to COVID-19.

When will your physical clinics reopen?

At this time, we do not have a reopening date scheduled. Our team is keeping a close eye on the developing COVID-19 situation and our website will be updated to reflect our reopening date, once it has been determined. For now, all services are being offered virtually.

How can I contact you if I have questions?

If you have any questions or concerns about our services, providers, or any other topic relating to your care, email us at support@findoctave.com.

What is the cost of Octave’s services?

Individual and couples therapy in California starts at $205 per session.

Individual and couples therapy in New York starts at $180 per session.

Group therapy starts at $75 per session.

If you have in-network insurance, your per session pricing will depend on the structure of your benefits and plan. Please read more in our ‘Insurance’ FAQ section.

How do I cancel or reschedule an appointment?

We understand that things come up. To reschedule or cancel an appointment, please send an email to your provider and support@findoctave.com. Appointments must be canceled or rescheduled at least 24 hours in advance of the session to avoid any charges.

What is your cancellation policy?

Clients who cancel a session with less than 24 hours notice, or miss a session, will be charged a $100 cancellation fee. The cancellation fee is not eligible for insurance reimbursement.

What types of therapy do you offer?

We offer several different types of evidence-based therapy approaches, including behavioral, mindfulness-based, and relational modalities. We tailor therapy to your unique values, needs, and goals and match you with the right therapist with a specialization suited to you. By providing a safe, solution-focused, collaborative therapeutic relationship, therapy aims to go in-depth, empowering you with tools to learn, practice, and experience new and more satisfying ways of relating to yourself, others, and the world around you.

How long are therapy sessions?

Therapy sessions are typically 45 minutes, but will vary depending on your personalized care plan.

How do I start seeing a therapist?

The first step is to complete a short questionnaire, so we can better understand your needs and preferences. A Care Navigator will then reach out within a few days with any follow-up questions, or to schedule an appointment with a provider.

Can I request to work with a specific provider?

Yes! If you have a specific provider in mind, please include their name in the initial questionnaire when it asks about your preferences, or let our Care Navigator know when they reach out. We do our best to accommodate these requests, although it may impact your wait time to starting services.

Are your providers licensed to practice therapy?

Yes. Our therapists are licensed to practice therapy in their state.

What issues do you treat?

Our providers have a wide range of expertise. Your Care Navigator will work to make sure you are matched with a provider that has experience with the issues you are looking to address.

We also have a diverse referral network, so if for any reason, Octave cannot provide the appropriate care for your needs, we can refer you to another provider.

Do you treat adolescents or young adults?

No, we do not treat anyone under the age of 18 at this time.

How can I enroll in group therapy?

Available groups are posted on our Groups page, and will include instructions on how to enroll. If you would like to suggest a specific topic for a future group, please let us know by emailing support@findoctave.com.

What is the difference between psychology and psychiatry?

The focus of psychologists is on treating emotional and mental suffering in patients using a variety of behavioral interventions and techniques. Psychiatrists are trained medical doctors, who can prescribe medications. This means they can use a combination of medication management and psychotherapy during treatment.

Do you offer psychiatry?

At this time, we do not offer this type of service. Octave providers can collaborate with psychiatrists if a client requires medication consultation or already works with a psychiatrist.

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 Octave 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 will help find another provider to support your needs. Although rare, your provider might determine that Octave 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 Octave.

What insurance plans do you accept?

In California, Octave is in-network with Anthem Blue Cross of CA (and some Blue Cross/Blue Shield plans based outside of CA), Aetna, and Health Net / Managed Health Network (MHN) plans. 

In New York, Octave is in-network with Aetna and the United Healthcare UMR plan for Mount Sinai Medical Center employees.

Octave does not accept any other insurance at this time. However, if you have other insurance and wish to utilize out-of-network benefits, explore our FAQs regarding out-of-network insurance reimbursement.

Does Octave accept Medicare or Medicaid plans?

No, unfortunately Octave does not currently accept Medicare or Medicaid plans, and due to federal regulations, we cannot provide services to anyone who is covered by Medicare or Medicaid - even if they want to pay out of pocket.

This restriction includes Medi-Cal plans in California and Medicaid Managed Care plans in New York.

How do I find out exactly how much I’ll pay?

For in-network clients, we will contact your insurance company on your behalf to learn more about your coverage and benefits. Once we have this information, we can provide you with a price range you can expect to pay before you start care at Octave.

How does payment work and what are my payment options?

We’ll take your payment information when you book your first appointment. You’ll be billed at the close of your appointment, and it may take 1-2 business days for the charge to show up on your statement. We accept all major credit/debit cards — even some HSA and FSA accounts.

What do I need to know about FSA and HSA?

Flexible spending accounts (FSA) and health savings accounts (HSA) are like personal savings accounts for medical expenses. The funds in these accounts are deposited on a pre-tax basis and can be applied to our services. We recommend that you research your specific plan to best understand how to utilize it for services with Octave.

How do I get reimbursed from my insurance?

Many insurance plans are offering coverage for telehealth, including virtual therapy sessions. To verify your coverage, reach out to your insurance company. 

Following your appointment, we’ll give you the information needed to submit a claim to your insurance provider. This includes steps for submitting your claim and a superbill to help the reimbursement process go faster. If you need to request a super bill, please contact support@findoctave.com

After you submit your claim to your insurance company, either online or by mail, the company will send you a check with the reimbursed amount.

My insurance changed.  How do I inform Octave?

Please submit this form if your insurance has changed.  Once submitted, a Billing Specialist will complete a verification of benefits and email you with details regarding your coverage.

What do terms such as "out-of-network," "superbill," "deductible," and "co-insurance" mean?

Navigating insurance can be complicated. To help make it simpler, we've put together a brief explainer on insurance terms, and how they may impact your care at Octave. See our guide on common insurance terms.

I’m on the waitlist, but I need care now. What can I do?

If you’re in need of immediate care while on Octave’s waitlist, please dial 9-1-1 or visit your nearest emergency room. Please seek emergency care if needed. Octave cannot provide support for emergency situations. See a list of emergency hotlines.

If there’s a waitlist, why should I sign up?

By signing up with us, we can complete all the necessary paperwork to get you care as soon as possible. This includes the initial assessment questionnaire, as well as insurance benefits verification (if you want to use insurance). With all the pre-work completed, you'll be able to start care as soon as the right provider is available.

My scheduling and/or care needs have changed.  How can I let Octave know?

Please complete this form to update us on your needs or preferences.

Is Octave accepting new clients?

Yes, we are accepting new clients in California and New York. To get started, complete a short questionnaire so we can find you the right provider.

Where are you located?

Octave’s services are available to clients living in California and New York. We have four physical clinics - two clinics in San Francisco and two in New York City, and one coming soon to Los Angeles' westside. All our services are currently virtual due to COVID-19 until further notice.

What hours are you open?

Monday - Thursday: 8am - 8pm
Friday: 8am - 6pm

Can I request evening or weekend appointment times?

We do offer evening appointments in both California and New York. We are not open on weekends at this time.

Which services are virtual?

Currently, all services are virtual due to COVID-19.

When will your physical clinics reopen?

At this time, we do not have a reopening date scheduled. Our team is keeping a close eye on the developing COVID-19 situation and our website will be updated to reflect our reopening date, once it has been determined. For now, all services are being offered virtually.

How can I contact you if I have questions?

If you have any questions or concerns about our services, providers, or any other topic relating to your care, email us at support@findoctave.com.

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