Guides
Patient Billing & Insurance Guide
Refunds
Getting Your Refund—Now Faster and Easier
LifeStance refunds are delivered digitally to make the process quicker and more convenient for you. If there’s a credit on your account, your refund will be sent digitally—so you can get your money sooner.
If you’re owed a refund, you’ll receive a secure email with easy instructions on how to access your funds. There’s nothing you need to do unless you receive this notification.
How you’ll receive your refund
LifeStance works with Global Payments, a trusted payment partner, to safely deliver your refund.
When your refund is ready, you’ll get an email that:
- Clearly shows it’s from LifeStance
- Explains why you’re receiving a refund
- Lets you choose how you’d like to receive your money
Most patients choose the virtual card because it gives you quick, easy access to your funds. If you prefer, you can also request a physical card or a check.
For your security, LifeStance and Global Payments will never ask for your Social Security number or your bank login information.
What to expect
- You’ll only receive a refund email if a refund is due
- Emails come from Global Payments on behalf of LifeStance
- Instructions are clear and step-by-step
Refund FAQs
Patient Portal
We encourage you to register for our patient portal. There you will have access to health record information, as well as the ability to send and receive messages with your LifeStance Care Team. You can also upload insurance cards, photo ID and other documents.
For your initial login, you’ll locate the email sent by our Intake Team when you scheduled your appointment. We recommend you bookmark the patient portal login page on your preferred browser, so you can return to use all the different features.
Patient Portal: Interpreting the Billing Statement
Billing Quick Facts
Copay
A set amount you pay at the time of your visit or service.
Coinsurance
After you’ve met your deductible, this is the percentage of costs you share with your insurance for covered services.
Deductible
The amount you pay each year for your healthcare before your insurance begins to share in the cost.
Out-of-Pocket Maximum
The most you’ll pay for in-network services during your plan year. Once you reach this amount, your insurance covers 100% of covered services.
Where can I pay my bill?
Through our secure Patient Portal, you can conveniently:
- Pay using Credit/Debit and HSA Cards
- View Statements
- Review Payment History
- Access billing information across all accounts to which they are linked within the portal
Does LifeStance Health offer financial assistance?
LifeStance Health is committed to making quality care accessible to our communities, including individuals who are uninsured or underinsured.
For more information about eligibility and available options, please use the link below to contact our billing team in your state.
Online Bill Pay
LifeStance’s online bill pay is fast, simple, and secure.
Login to your Patient Portal Account and make a payment:
- Select your state from the dropdown
- Search for your provider by name
- Click ‘Make a Payment’
- Login to your Account or Register
Insurance Quick Facts
Explanation of Benefits (EOB)
EOB stands for Explanation of Benefits. It is a statement sent by your insurance company that outlines the medical services or treatments processed under your plan. An EOB is not a bill—it simply explains what was covered and how the costs were handled.
Add-on Codes (AOC)
AOC stands for Add-On Codes. These codes are part of the Healthcare Common Procedure Coding System (HCPCS).
AOC are codes used to describe additional services performed alongside a primary service by the same provider.
Third Party Administrator (TPA)
TPA stands for Third-Party Administrator. A TPA is a company that handles administrative services—such as processing claims and managing benefits—on behalf of an insurance company or employer.
Carve-out
Carve-out refers to a situation where certain services are not included in your standard health insurance coverage. This means certain services are not covered under your main health plan, and may be paid for separately under a ‘Carve-out’ plan.
Insurance and Coverage
Select from the dropdown menu below to view State specific Coverage
Some providers are covered by your insurance plan (“In-network”), while others are not (“Out-of-network”). Where a provider falls in your plan affects how much you will need to pay for your care.
In-network (IN)
A provider that works with your insurance is called “In-network.” This usually means you’ll pay less for your care.
VS
Out-of-network (OON)
When a provider is “Out-of-network,” (OON) – This means they do not have an agreement with your insurance plan. Because of this, your insurance may not cover as much, and you may pay more for care.
Am I Covered?
If you have questions about what your insurance covers or what you may need to pay, please contact your insurance company directly. You can usually find their customer service phone number on the back of your insurance card.
You are responsible for paying for the mental health services you receive (or that your dependent receives). This includes any costs that your insurance does not cover, as well as fees for missed appointments or late cancellations and No Show fees.
Billing and Insurance FAQs
Scheduling Assistance
- If you have questions about digital check-in, please contact the office directly.
- For questions about no-show or late cancellation fees, please contact the office directly.
- If you need to cancel an appointment due to an emergency, please contact the office as soon as possible.
Please Note: Fees may still apply, and billing is unable to cancel appointments.
No Show
We schedule appointments to ensure each patient receives the time, attention, and quality of care they deserve. To help us maintain this standard, we require patients to arrive on time and provide at least 48 business hours’ notice for any cancellations or rescheduling.
Appointments cancelled or missed without sufficient notice may be subject to a no-show or late cancellation fee.
Payment Assurance
Simple, Secure, and Designed for Your Convenience
Our Payment Assurance program helps you stay on track with your account balance by providing timely reminders and easy payment options—so there are no surprises.
Need to Update Your Payment Method?
If you’ve received a message that your card will be charged for your balance, and would like to use a different payment method – please contact your local office or our Billing Solutions Center as soon as possible.
Our team will be happy to assist you.
What Is Payment Assurance?
Payment Assurance is an automated notification system sent via Text or Email, for patients with an outstanding balance after their appointment.
What Notifications Will I Receive?
If You Do Not Have a Card on File
- You’ll receive a Payment Reminder email
- The email will include a secure link to pay your balance online
If You Have a Card on File
- You’ll receive an Automated Payment Notification
- This message lets you know your balance will be charged
- You may also receive a text message if you’ve opted in
Do I Need to Take Action?
- No action is required if you’re comfortable using your current card on file
- If you’d like to use a different payment method, please call us before the scheduled charge date
Important Things to Know
- The most recently added card on your account will be used for payment
- If no card is on file, you will only receive a reminder to pay
- Accounts enrolled in a payment plan are excluded from Payment Assurance notifications
Flexible Payment Plan Options
We offer convenient self-service payment plans:
- 2-month plans
- 3-month plans
- 4-month plans
Need more flexibility? Our Billing Solutions Center can help you set up a customized plan that works for your situation.
Payment Assurance FAQs
