Guides

Patient Billing & Insurance Guide

From understanding your billing issues to navigating deductibles and deciphering changes in costs, it’s important to understand your benefits. This overview of commonly asked billing, patient portal, and insurance questions can help you best take advantage of your options.

Healthcare Update

In late February, Change Healthcare, which manages billing and process claims for approximately one-third of all healthcare provider groups in the United States, including LifeStance, experienced an outage because of a cyberattack. As a result, the ability for those provider groups across the country to submit billing to insurance companies was halted for over two weeks.

Our team has been working hard to limit the impact of this outage on our patients. While you may experience delays in receiving your bills or seeing them reflected on your patient portal, we are committed to processing them as quickly and accurately as possible. Thank you for your understanding and patience.

Known Payer Issues Update
  • For patients with California Medicare: We are actively working to resolve a hold on California Medicare claims. Please know that this hold will not affect your claims, nor will you owe anything beyond your patient responsibilities (cost share/copay/deductibles). We anticipate this will be fully resolved in the near future and will share updates as available.
  • For patients with Anthem/Blue Cross Blue Shield: We are currently working to resolve a discrepancy in our network status in the following states: Colorado, Kentucky, Maine, Massachusetts, Missouri, Nevada, New Jersey, New Hampshire, New York (Empire), Ohio, Texas, Virginia and Wisconsin. LifeStance is in network with Anthem/BCBS, despite Anthem/BCBS showing us as out of network. We are actively working with Anthem/BCBS to resolve this issue.
  • For patients with Cigna: Cigna is currently reprocessing claims that originally processed out of network in error. Patients may see an EOB for a date of service previously processed.

Patient Portal

We urge account holders to create an account on our secure patient portal. You will be able to update any changes to your insurance or demographics, as well as access communications, make payments and obtain health information. You can also add or update photo IDs and insurance cards.

Patient Portal

Billing Quick Facts

Copays

Copays

A set amount that a patient pays to their provider when services are rendered.

Co-insurance

Co-insurance

A percentage of charge (contract rate) a patient will pay AFTER they have met their deductible.

Deductibles

Deductibles

A set amount a patient must pay each year toward their healthcare before insurance begins starts to share the costs of services.

Out of Pocket

Out of Pocket

The maximum amount a patient will pay for in network services in a given plan year. Once met, the insurance will cover 100%.

Where can I pay my bill?

Through our patient portal, account holders can make online credit card payments, view statements and payment history. Account holders can also access this information from the patient portal for all accounts in which they are linked to.

Do you offer any kind of financial assistance?

We work to provide healthcare resources for our communities with patients who are uninsured or underinsured. In furtherance of our goal to provide access to superior care to the patients in the communities we serve, it is our policy to offer a tiered percentage discount program to our patients based on their ability to pay when in financial hardship situations.

Billing Quick Facts

Online Bill Payments

View Your State’s Payment Page

LifeStance online bill payments are quick, easy and secure. Simply choose your state from the drop down, search for your provider by their name and then choose the payment option for your provider and follow the onscreen instructions.

Patient Billing Contacts

West Region States

(425) 654-7020

Hours Of Availability: 8AM-3PM*

Arizona
California
Colorado
Idaho
Nevada
Oklahoma
Oregon
Texas
Utah
Washington

Midwest Region States

(253) 254-5913

Hours Of Availability: 8AM-3PM*

Illinois
Indiana
Kansas
Kentucky
Michigan
Minnesota
Missouri
Ohio
Pennsylvania
Wisconsin

East Region States

(253) 254-5911

Hours Of Availability: 8AM-3PM*

Delaware
Florida
Georgia
Maine
Maryland
Massachusetts
New Hampshire
New Jersey
New York
North Carolina
Rhode Island
South Carolina
Tennessee
Virginia
* The hours of availability are reflective of the local time zone in each state.

No Show?

We plan our appointments so that our professionals have the appropriate amount of time and attention to devote to each patient. For this reason, it’s critical that you honor your appointment and show up on time.

No Show?

On appointments that are not cancelled at least 48 hours prior to their scheduled appointment time, your provider may assess a no-show fee.

Insurance Quick Facts

Insurance Quick Facts

EOB

EOB

EOB stands for explanation of benefits. 
It is a statement which is sent from the insurance company. It is not a bill; the statement simply explains what medical treatments/services were paid by the insurance company.

AOC add on codes

AOC add on codes

AOC stands for add-on codes, which is a healthcare common procedure coding system that describes a service that is performed in conjunction with the primary service by the same provider.

TPA

TPA

A third party administrator TPA is a company that provides operational services such as claims processing and employee benefits management under contract to another company. Insurance companies and self-insured companies often outsource their claims processing to third parties.

Carve out

Carve out

Carve out refers to elimination of coverage of a specific category of benefit services, most commonly medical services which are not included in a standard health insurance contract and are paid for separately.

Insurance and Coverage

View Your State’s Insurance Page

Depending upon your insurance, some providers will be in-network,
while others are out-of-network. This status impacts how much you’ll pay for care.

In-network

In-network

A provider who is contracted with your insurance is considered in-network. This means that patients may pay lower cost-sharing.

VS

Out of network

Out of network

When a provider is not contracted with your insurance, they are out-of-network. The provider is not contracted with the health insurance plan to accept negotiated rates.

Am I Covered?

If you have questions about your coverage or financial responsibility, please contact your insurance plan administrator directly. Insurance customer service phone numbers can typically be found on the back of your insurance card.

Am I Covered?

You are financially responsible for the cost of the mental health services provided to you or your dependent(s) and for any portion of the fees not reimbursed or covered by your health insurance, including late cancellations and missed appointments.

Billing and Insurance FAQs

LifeStance accepts most commercial insurance plans in the states we offer services. If you don’t see your insurance carrier listed, please contact us to see how we can help.