FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions

How do I make, change or cancel a therapy appointment?
  • Therapist Client Portal  → Appointments.

  • If your therapist is not an option, call (434) 202-4080.

  • A&C has a 24 hour cancellation policy.

How do I pay my therapy bill?
  • Therapist Client Portal  → Billing

How do I change my credit card on file?
  • Therapist Client Portal  →    Billing  →   Payment Methods →  Credit Card
I have a billing question, who do I contact?
  •  

    • Include your phone number and the best time to call.

Superbills
  • When will I receive my superbill?
    • Superbills are generated on the 10th of each month
  •  Can you send me a superbill?
    •  We can send you a superbill if you email ac@activeconnected.com and include your name and the dates you are seeking. But you can also get your own superbill by following this process: Therapist Client Portal  → Billing →Billing Documents  → Statements and Superbills
  •  What do I do with the superbill?
    • Superbills contain the primary information most insurance companies request for reimbursement including service codes, diagnosis, therapist NPI number, and VFT Tax ID number. Submit the superbill to your insurance to request reimbursement. They will let you know if they will reimburse you.
  •  Why do I get two different superbills and invoices from A&C?
    • A&C therapists and Psychiatrists use two different electronic health records (EHR’s); Therapists use Simple Practice and Psychiatrists use Charm.  Each EHR generates a superbill for your services. So, if you are seeing both a psychiatrist and therapist, you will receive separate superbills for each service.
Access to Client Portal

You will be asked to enter your email address and a link to the portal will be emailed to you. The link is good for 24 hours. After 24 hours you will need to request a new link.

Psychiatry
  •  How do I make, change, or cancel a Psychiatry appointment?
    • Note that Active & Connected Family Therapy has a 24 hour cancellation policy.
    • Email psychiatry@activeconnected.com or  call (434) 202-4080 Ext.102
    • Note Virginia Family Therapy have a 24 hour cancellation policy

 

  • How do I pay my therapy bill?
    • Go to the Psychiatry Patient Client Portal, then “Billing”

 

 

  •  I have a billing question, who do I contact?
  •  How do I get in contact with my psychiatrists?
    • Go to the Psychiatry Patient Client Portal, then “Send Message”

 

  •  How do I request a prescription refill?
    • Go to the Psychiatry Patient Client Portal, then “Send Message”
    • Include patients full name, date of birth, medication name and dose, and pharmacy

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Contact Info

Fax: 844-705-0170

Locations throughout Virginia & North Carolina. 

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