Frequently Asked Questions

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General Information

Is Octave accepting new clients?

Yes, we are accepting new clients in California and New York. To get started, complete a short questionnaire then book a free, 15-minute phone consultation so we can match you with 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.

Pricing

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.

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 are typically 45 minutes.

How do I start seeing a therapist?

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?

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

What issues do you treat?

Our providers have a wide range of expertise. During your initial consultation, your Care Navigator will work with you 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.

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, 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.

How much does the consultation cost?

Our consultations are free of charge. 

Insurance

Are your services covered by insurance?

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

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. Many insurance companies will provide reimbursement of 50% to 80% for psychological services, and we can help you through the process by providing superbills on a monthly basis which can be submitted to insurance for reimbursement.

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 contact support@findoctave.com.

How do I get reimbursed 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 have additional questions or concerns, you can reach out to us at 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.

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 co-insurance 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% co-insurance, you will pay 20% of each bill and your insurance company 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. After you spend the out-of-pocket limit, your insurance company pays 100% of the cost.

How much can I expect to pay?

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

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.

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. See a list of emergency hotlines.

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.

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

We are working hard to match everyone with the right Octave provider, but want to make sure you can get care even if it's with another provider. If you cannot or prefer not to wait, please see a list of referrals to other practices in your area, or email support@findoctave.com.

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.

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

Please complete this form to be removed from our waitlist.

Referral Resources

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

We are working hard to match everyone with the right Octave provider, but want to make sure you can get care even if it's with another provider. If you cannot or prefer not to wait, please see this list of referrals to other practices in your area, or email support@findoctave.com.

For a personalized list of providers that are in-network, please reach out to your insurance provider.

Is Octave accepting new clients?

Yes, we are accepting new clients in California and New York. To get started, complete a short questionnaire then book a free, 15-minute phone consultation so we can match you with 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.