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  • Who should I call if I'm having an emergency?
    In the event of an emergency call 9-1-1 or your local authorities. You can also contact the national suicide hotline at 9-8-8.
  • Where are you located?
    Lillac Counseling Services, LLC offers is located in Alaska. All counseling services are offered online via Telehealth and in Alaska time zone.
  • What are your hours?
    We are open Mondays through Friday. Mondays - 1PM - 8PM Tuesdays - 1PM - 8:30PM Wednesdays - 9AM - 11AM Thursdays - 9:00AM - 5:30PM Fridays - 9:00AM - 5:30PM Clients can log into the patient portal to request an appointment with a counselors whose availability fits their schedule. *Please note, hours are in Alaska time zone.
  • Lillac Counseling Services is in Alaska, and I'm not, can I still get services?
    Lillac Counseling Services provides online therapy services to clients who are residents of Alaska and Indiana. As long as you reside in either of those states and have access to internet and a smart device (computer, laptop, tablet, or phone), you can receive services from our counselors.
  • Will insurance cover my therapy services?
    Coverage for mental health services varies by insurance company. It is important to ask your insurance company questions to ensure your therapy services will be covered. You might ask your insurance provider: - Do I have mental health insurance benefits? - What is my deductible, and has it been met? - How many sessions per year does my insurance cover? - What is the coverage amount per therapy session? - Is approval required by my primary care physician?
  • Do you accept my insurance?
    Lillac Counseling Services, LLC is in-network with the following insurance companies: - Alaska Medicaid - Premera Blue Cross Blue Shield (BCBS)
  • What if I have private insurance and Medicaid?
    When a person has private or commercial insurance (i.e., Premera, Aetna, etc.) and Medicaid insurance, Medicaid is typically the secondary insurance. This means that any services you receive are billed first to your primary insurance provider (i.e., Premera, Aetna, etc.), and Medicaid will pay the remaining cost. If you receive services without informing your counselor that you have a primary insurance, and Medicaid denies claims because of this, you will be financially responsible for services provided.
  • Can I pay out-of-pocket for therapy services?
    We do accept self-pay. Please see this link https://www.lillaconline.com/fee-schedule for rates.
  • How do I schedule an appointment?
    The easiest way to request an appointment is through the website: https://www.therapyportal.com/p/lillaconline/. You can click the “request an appointment” button to see dates and times available and select one that best fits your schedule. You will be notified by email when your appointment is confirmed. *Emails regarding appointments with Lillac Counseling Services are sent from appointmentreminders@therapyportal.com. Make sure you check your spam folder if you do not see the reminder in your inbox.
  • How far into the future can I request an appointment?
    Appointments can be requested up to 2 weeks in advance.
  • Why aren't the date/time I want showing up on the appointment calendar?
    If the date/time you would like to request doesn’t show up on the calendar, please click the “next” button to see future dates/times.
  • Are in-person therapy appointments available?
    No, we only offer telehealth sessions.
  • How do I log into my telehealth appointment?
    You can bookmark the portal website for easy access to the patient portal log-in page. The website address is: https://www.therapyportal.com/p/lillaconline/.
  • I forgot my patient portal password. How do I reset it?
    If you forget your portal password, go to the client portal log-in page, click "Forgot Password", and follow the instructions to create a new password.
  • What kind of appointment reminders are available?
    Standard appointment reminders are sent via email and text. If you would also like phone reminders, please be sure to select that option when completing the client information form.
  • How do I cancel or reschedule an appointment?
    In the event you need to cancel or reschedule an appointment, you can log into your patient portal and click on the “Appointments” tab. From there, you can click on the appointment you want to cancel or reschedule and click the appropriate button. Upon clicking your preferred option, you will see a message that says the cancelation or request for reschedule is “pending approval.” Your counselor will receive notification of your request and be able to log in to review and confirm it. You can also reply to your appointment reminder email. NOTE: When replying to your reminder email, do not include protected health information (PHI).
  • Will I be charged for canceling, no-showing, or rescheduling an appointment?
    You will not be charged for canceling or requesting an appointment. However, Lillac Counseling Services reserves the right to terminate services if clients develop a pattern of missing or late-cancelling appointments. Typically, your counselor will reach out to you (via secure message in the patient portal, text, or email) if you miss an appointment. If you miss or late-cancel 3 consecutive appointments, you will be removed from your reoccurring appointment slot and it will be made available for others. At that time, you will receive communication from your counselor informing you that if you wish to continue with services, you will need to request an appointment. You will be given a timeline to respond/request an appointment. Failure to respond will result in your chart being closed.
  • I'm a new client and requested an "intake" appointment from the client portal. What happens next?
    When you request an "intake" appointment from the client portal, the LCS; staff are notified. We review the request and (typically) approve it. You will get an email confirmation when the appointment is approved. You will also get an email from therapyportal.com inviting you to create a patient (client) portal. Once you create that portal and log in, you will find electronic documents for you to complete prior to your scheduled appointment. This paperwork is important and informs the upcoming appointment. Failure to complete the paperwork will result in the appointment being cancelled. During the initial appointment, you and a counselor will discuss your needs, what working with LCS; looks like, and determine whether you want to work together. If all parties wish to continue, a 3-hr intake appointment is scheduled.
  • I need to cancel or reschedule an appointment. How do I do that?
    We realize that emergencies happen, and scheduling conflicts occur outside of one’s control. Please be mindful that the appointment time you requested is reserved for you. If you are unable to keep your appointment, please give as much notice as possible using one of the options below: submitting a cancel/reschedule request in your client portal sending a secure message in your client portal texting 1-866-210-8282 replying to your appointment email reminder
  • I missed my 3-hour intake appointment. Can I reschedule?
    If you miss your 3-hour intake appointment, you will get one opportunity to reschedule. However, if you miss your intake appointment a second time, you will not be able to reschedule for three months. This is not to consequence you but to ensure that everyone who requests an intake has an opportunity to do so.
  • How long is a typical therapy session?
    Every client starts with an intake appointment which takes 90-120 minutes. Typical therapy sessions last anywhere from 30 minutes to 60 minutes.
  • What is an intake?
    An intake is the longest appointment (3 hours) you will have with a counselor and is typically your 2nd appointment with Lillac Counseling Services staff. During the intake, a counselor will review with you the paperwork you've completed prior to the appointment and ask a lot of questions to gather necessary details for your treatment. The information gathered during an intake is used to create a treatment plan that will guide what you and your counselor will work on in sessions. At the end of your intake, the counselor will assist you in scheduling 1-hr therapy appointments for ongoing treatment.
  • What is the first step to getting counseling with Lillac Counseling Services?
    The first step is to schedule a free consultation appointment. You can contact us at 1 (866) 210-8282 or you request an appointment at https://www.therapyportal.com/p/lillaconline/ and following the instructions. Note: When you request an initial appointment through the portal, it will only allow you to request an "intake" appointment. Don't worry, this is a free consultation. We wish it said that, but we didn't create the EHR we use, we just deal with it. When a counselor approves your initial "intake" appointment, we will fix the wording so that it is a consultation, and you won't be charged for it.
  • What is the difference between therapy and talking to a friend?
    Therapy is regulated by laws. Counselors and therapists must complete necessary schooling (typically a bachelor's and master's degree), take and pass a licensing test, and participate in continuing education courses to satisfy the licensing board of the state in which they are licensed. Basically, counselors and therapists have years of training, education, and experience in working with clients to make positive change. Meanwhile, friends are great. They provide support, kindness, tough love, and advice. However, they typically do not have the training, education, and experience that your counselor will. Your friends may keep your conversations private, but they are not bound by HIPAA to do so like your counselor is.
  • What kind of therapy services do you offer?
    We currently offer individual, family, and group therapy for Alaskans and Hoosiers ages 18+.
  • How long will it take for my counselor to respond to a voicemail and/or email?
    Every effort will be made to respond to your message within 24 hours. If you are experiencing a mental health emergency, contact your local emergency room or proper authorities first. Do not leave a voicemail or send a text if you are experiencing a crisis of any kind.
  • Can I talk to a counselor before making a commitment to therapy?
    New clients are welcome to request a free telehealth consult appointment to discuss their needs, ask questions, and decide on next steps. If it doesn’t appear to be a good fit, Lillac Counseling Services will be happy to provide you with other contact information for other agencies you may want to consider.
  • How do I contact my counselor?
    You can contact your counselor via secure messaging located in the client portal or via email. Communication between you and your counselor, outside of therapy sessions, should be limited to scheduling, billing/insurance. Be aware that your message may not be responded to immediately. If you are in crisis, dial 9-1-1 or contact your local authorities.
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