Frequently Asked Questions

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General Information

Is Octave accepting new clients?

We do not have immediate availability for new therapy clients and are happy to add you to our waitlist.  To join our waitlist, please complete a free 15 minute consultation with a Care Navigator.  To sign up, click here.

We are currently accepting new coaching clients.  Please complete a free 15 minute consultation with a Care Navigator to determine if coaching is the right service for you.  To sign up, click here.

Where are you located?

We have clinics in San Francisco and New York City and we also offer virtual care from our licensed therapists and coaches.  Therapy services are available to clients living in California and New York.  Coaching services are available to clients in all 50 states.

What hours are you open?

Our New York City hours:  
Monday - Thursday: 8am - 8pm
Friday: 8am - 6pm

Our San Francisco hours:
Monday - Thursday: 8am - 8pm
Friday: 8am - 6pm

Can I request evening or weekend appointment times?

We do offer evening appointments in both San Francisco 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 clinics in New York City and San Francisco 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.

Pricing

What is the cost of Octave’s services?

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

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

Coaching is $110 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.

Cancellation Policy

How do I cancel or reschedule an appointment?

We understand that things come up.  To reschedule or cancel an appointment, please contact your provider directly or email support@findoctave.com.  Please do so at least 48 hours in advance of your scheduled appointment to avoid being charged in full for the session.

What is your cancellation policy?

Sessions cancelled with less than 48 hours notice are billed to the client at the full fee of the session, not just a copay amount. Additionally, a cancellation charge is not eligible for insurance reimbursement.

Services

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 typically range from 45-55 minutes.

What is Coaching?

Coaching is a collaborative, 1:1 relationship that focuses on supporting you in defining and achieving your goals, personally and emotionally.  Rather than delving into the past, your coach will help you take an honest look at what is happening in the present with actionable steps to help you move forward productively, equipping you with skills and tools that you can use in your everyday life to feel better now, as well as bring you closer to where you want to be.

How long are coaching sessions?

Coaching sessions are 30 minutes in length, held virtually.

What is the difference between therapy and coaching?

Therapy helps you focus on internal processes that drive behavior and can address a wider range of issues. It is particularly important for addressing any struggles that are interfering with your daily life. If you’re looking for reflection and processing of the past or deeper, more emotional awareness and support, we recommend seeking therapy.

Coaching is a great fit for those that would like to work on specific present-day areas and create actionable goals. Coaching can help you identify strengths and areas for growth, and help you design and set goals that support improving your emotional well-being.

Based on your unique situation and goals, a Care Navigator will recommend the Octave service that best addresses your needs and goals.

Can I participate in therapy and coaching at the same time?

Absolutely! We feel that using both therapy and coaching can help foster quick and lasting change.  In some instances, we may offer coaching as a follow-up for clients seeing one of our therapists.

How do I start seeing a therapist or coach?

The first step is to sign up for a free, 15 minute phone consultation with a Care Navigator. During the consultation, we’ll use information you’ve already provided in our pre-consultation questionnaire and ask additional questions about what’s bringing you to Octave. After your consultation call, a Care Navigator will follow-up with the service and provider best-suited for your needs.

Can I request to work with a specific provider?

Yes! If you have a specific provider in mind, please let our Care Navigator know during your consultation. We do our best to accommodate these requests, which can impact your wait time to starting services.

Are your providers licensed to practice therapy and coaching?

Yes, our therapists and coaches are all licensed or certified to deliver care.  You can read more about our providers here.

What issues do you treat?

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

Do you treat adolescents or young adults?

We do not treat anyone under the age of 18 at this time.

How can I enroll in group therapy?

You can browse our existing groups here.  If you would like to suggest a specific topic for a future group, please let us know by emailing support@findoctave.com.

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.

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.

Consultations

What is a consultation?

The consultation is your opportunity to tell us more about what brings you to Octave. Before the consultation, we ask that you fill out our pre-consultation questionnaire which includes more information about your situation, needs, and values. During the consultation, we’ll use information you’ve already provided and ask additional questions about what you're hoping to get out of the Octave experience. Together, you and the Octave Care Navigator will determine the service and provider that best fits your needs and schedule.

Who is a Care Navigator?

Care Navigators conduct our consultation calls.  They are not licensed providers or coaches, but are trained to support you throughout the consultation 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.

Is there anything I should prepare for my consultation?

We ask that you complete two forms prior to the consultation: our pre-consultation questionnaire and our insurance submission form. This gives us the information we need to support your consultation call and provide you with pricing information.  You can complete these forms when you schedule your consultation appointment, which can be done here.

How much does the consultation cost?

Our consultations are free of charge. 

Insurance

Are your services covered by insurance?

Yes, Octave services delivered in California are in-network with Anthem Blue Cross of CA and we accept out-of-network benefits with all other providers. 

Octave locations in New York are in-network with the United Healthcare UMR plan for Mount Sinai employees.

What does in-network mean?

In-network means that we are part of an insurance company’s network of providers and have agreed upon a discounted price for our services. If you have in-network insurance, we can check your plan and provide you with more information on what you can expect to pay based on your coverage.

What does out-of-network mean?

Out-of-network means that you will be responsible to pay for your session in full, up front. However, many insurance companies offer reimbursement for psychological services and we are here to guide you through the process of verifying your out-of-network benefits and getting reimbursed.

For California clients, we submit out-of-network claims to insurance on behalf of clients.  In New York, we can provide you with a monthly super bill which can be submitted to insurance for reimbursement.  In both cases, reimbursements are provided by your insurance company, not Octave.

What is a “superbill”?

A superbill has the required information your insurance provider needs when you submit a claim for reimbursement. The superbill will include your name, your provider's name, your provider’s employment identification number, your provider’s National Provider Identifier number, the code(s) for your diagnosis, the code(s) for any services, the date of your appointment (date of service), and the total amount of the bill.  To request a monthly super bill, please email support@findoctave.com.

How do I submit claims to my insurance company?

Generally, there are two ways to submit a claim. You can either send it directly to your insurance provider in the mail or submit your claim online.

What is a deductible?

A deductible is a set amount of money you are expected to pay before your insurance will start paying for your care. This amount is determined by your specific policy and is set in advance. Your deductible accumulates throughout the year, so once you meet it, you wouldn’t have to pay the deductible again.

What is coinsurance?

Once your deductible has been met, you will still be responsible for paying a coinsurance amount. This is the percentage of the bill that you are responsible for with the remainder being paid by your insurance. For example, if you have a 20% coinsurance, you will pay 20% of each bill and your insurance carrier will cover the other 80%.

What is an out-of-pocket limit?

An out-of-pocket limit is the maximum amount of your own money you will have to pay for care during the year. Think of the out-of-pocket limit as your deductible + coinsurance + copayments (if your plan has them) up to a total dollar amount.  Once satisfied, you should not have payment responsibility for completed sessions.

How much can I expect to pay?

Pricing varies based on your location, insurance provider, benefits, and your care plan. 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.

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.

How do I get reimbursed as an out-of-network client?

After your claim or super bill is submitted to your insurance company, they will send you a check with the reimbursed amount.

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.

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.

Waitlist

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. For a list of emergency hotlines, please click here.

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

By completing a consultation, you’ll be added to our waitlist.  A consultation is an important step of our process and ensures we understand your needs and preferences.  By joining our waitlist, all the pre-work will be complete and we’ll be able to match you to a service and provider with fewer additional steps.

How long will I be on the waitlist for therapy?

We aren’t able to give a timeline or estimate for how long you might be on our waitlist and want you to receive care as quickly as possible.  If you need referrals to other practices in your area while on our waitlist, please check out the referrals section of our FAQ, or email support@findoctave.com.

What are some resources for care while I’m on the waitlist? 

For referrals to other practices that might be able to see you sooner, please check out the referrals section of our FAQ, or email support@findoctave.com.

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

To update us on your needs or preferences, please complete this form.

I’m on the waitlist but found care elsewhere, is there anything I should do? 

To be removed from our waitlist, please complete this form.

Referral Resources

Where can I seek out care while I’m on Octave’s waitlist or if Octave isn’t the right fit?

Finding the right care can be tough and we want to make sure you’re able to find care elsewhere if needed. Please do not hesitate to email support@findoctave.com for other referrals that might be of interest in your local area.

Your insurance provider may also be able to share directories and/or referral resources with you.  You can reach them by calling the phone number on the back of your insurance card.

Is Octave accepting new clients?

We do not have immediate availability for new therapy clients and are happy to add you to our waitlist.  To join our waitlist, please complete a free 15 minute consultation with a Care Navigator.  To sign up, click here.

We are currently accepting new coaching clients.  Please complete a free 15 minute consultation with a Care Navigator to determine if coaching is the right service for you.  To sign up, click here.

Where are you located?

We have clinics in San Francisco and New York City and we also offer virtual care from our licensed therapists and coaches.  Therapy services are available to clients living in California and New York.  Coaching services are available to clients in all 50 states.

What hours are you open?

Our New York City hours:  
Monday - Thursday: 8am - 8pm
Friday: 8am - 6pm

Our San Francisco hours:
Monday - Thursday: 8am - 8pm
Friday: 8am - 6pm

Can I request evening or weekend appointment times?

We do offer evening appointments in both San Francisco 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 clinics in New York City and San Francisco 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.