NEW CLIENT FAQS
> WHERE DO I START?
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> HOW DO I REGISTER FOR AN INITIAL SESSION?
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Once your intake is complete, you'll then always log in as a "Current Client" (click on top left tab, on the home page at CliftonFuller.com). View his calendar for available times and schedule for those sessions 24/7!
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> AM I REQUIRED TO FILL OUT AN INTAKE?
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Yes. Each person must complete their own, separate registration and intake before scheduling or seeking services.
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>WHAT ARE YOUR FEES?
Our fee is $200 per hour session. The fee is set by the amount of time scheduled for the session, not by the number of people in the tele-session. (For example, a one-hour individual session is the same cost as a one-hour couples session, one-hour marriage session, or one-hour EMDR or family session).
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>CAN I SCHEDULE MULTIPLE SESSIONS?
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Yes, after the first session has been held. Committing to sessions indicates dedication to addressing issues and goals. Many clients schedule "dedicated" (recurring) appointments for specific weekly or bi-weekly appointments.
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> DO YOU COORDINATE WITH OTHER PROFESSIONALS?
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For Coaching, no, as it's not necessary. For counseling, if clients provide written authorizaton per HIPAA laws, Mr. Fuller can coordinate with medical or other professionals. Additional fees apply for special consultations or requested reports and are only released to appropriate professionals per HIPAA laws.
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PREPARING FOR YOUR SECURE ONLINE VIDEO SESSION
THE RIGHT ENVIRONMENT
PRIVATE PLACE TO SET UP SESSION: Sessions can cover sensitive topics & issues. Find a private space where no one can hear you. Wearing headphones can reduce the potential for others to hear details of your session that would otherwise be projected from speakers. If the session is for a couple or family, only one secure link will be sent to the person making the appointment (not to each person included in the session). All included in the session must be at the same computer or phone to participate. All clients agree that no person who has not completed and signed their own individual intake form may participate or attend a session, be in the room, or listen in to any session.
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FIND A QUIET ENVIRONMENT: Minimize potential environmental noise. Take appropriate steps to silence electronics, pets, etc., or to prevent interruptions so you are not disturbed during your online video sessions.
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HAVE BRIGHT LIGHTING: Select a well-lit area to connect to your session. The main light source should be in front of you to keep your face visible. Keep your background space clear to reduce distraction.
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THE RIGHT TECH SETUP
HARDWARE: Clients must have a desktop/laptop computer or mobile/tablet device with built-in or external speakers, a microphone, and a webcam.
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SOFTWARE: Ensure you are using the latest version of your selected browser (Google Chrome, Safari, Firefox, etc.).
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CONFIRM YOUR USERNAME & PASSWORD ARE CORRECT: Before your scheduled video appointment, you will receive a “Reminder Email” that has a secure link to click. You can also log in to your secure patient portal and click on ‘calendar’ to see appointments scheduled. Once you click that link, it will redirect you to your secure patient portal, where you will log into the secure client portal at the appropriate time and be taken to a ‘virtual waiting room.’ On your computer or iPhone screen, you can see yourself as well as a blank screen. Once Mr. Fuller also logs in via his secure portal, you will be able to see and hear each other and begin the session. You will need your username and password to log in to your portal. Log in a few minutes early to test your system.
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NOTE: Avoid Microsoft Edge browser until Microsoft completes the current version phaseout. Other browsers work fine.
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HIGH-SPEED INTERNET CONNECTION NEEDED: You must be able to connect to a high-speed internet connection (Minimum connection speed: 512Kbps Upstream / 2 Mbps Downstream).
Before your session, here are a few tips to help your connection work more effectively:
1. Restarting your computer
2. Clear your cache; data automatically stored may slow down your computer. On the far-right side of the browser toolbar, click on the four dots …. for the drop-down menu. Hit “settings.” Click on settings then “privacy & services settings” and “clear cache or browsing history.”
3. Hit the “refresh” browser icon on the upper left browser toolbar (it’s the backward-looking circle) several times. It will first clear and then shut down any background processes. Confirm all other programs are closed, so all bandwidth is dedicated to your session connection.
4. Check to see if some areas of your home or office receive stronger wi-fi signals.
5. Bandwidth matters! If multiple people are logging on in other areas of your home or office, that may decrease the amount of available bandwidth you have available for your session.
6. Confirm you have given permissions to your browser to access your camera and microphone and that you can see yourself in the preview window at the bottom left of the open session window.
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When you log in to your patient portal, it’s easy to ‘test video connection’ ahead of the session!
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ATTENDING YOUR SESSION
Log in to your secure client portal a few minutes before your session. If connecting from a phone/tablet, enable the "Do Not Disturb" setting to prevent any phone calls, text messages, or notifications from disrupting your upcoming session.
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Your session will be displayed on your Home page. Click any of your upcoming session details to open the Session Details page, then click the Start Video Session button. A new window will open where your session will take place.
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If you have completed the preparatory steps listed in the tech Setup section above, you should be taken directly to the virtual meeting room where you and your counselor will conduct your session. A display of what your counselor sees will show in the bottom left, while the rest of the screen will fill with your counselor's camera view.
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Use the volume dials at the top of the window to adjust sound settings as needed. When the session is finished, close the window to end the connection. We recommend you shut down your computer (or restart) following the session.
SCHEDULING
> WHY IS ONLINE SCHEDULING IMPORTANT?
With HIPAA-compliant and secure online scheduling, current clients can schedule anytime, 24/7, even if our offices are closed. (24 hr. cancellation policy applies.) Payment is automatically billed on the day of the session, before the session, via the client's secure portal using the client's credit card information on file in the HIPAA-compliant system. If a credit card is declined, a $35 fee is charged.
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Client invoices are available and stored in their secure client portal for years if needed for insurance, health, or tax purposes.
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> HOW DO EXISTING CLIENTS SCHEDULE MORE SESSIONS?
Once a current client has had an initial session, visit the client portal and log in with their username and password to schedule single or recurring appointments. Or call our offices during office hours at 210-970-1511 to schedule.
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> ARE NON-BUSINESS-HOUR APPOINTMENTS AVAILABLE?
Yes, but must be scheduled ahead of time with our office staff to see if Mr. Fuller has specific times available. Increased fees apply and a minimum 2-hr block is required.
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> DO I RECEIVE APPOINTMENT REMINDERS?
Automated phone calls, texts, and email reminders are sent 48 hours before appointments. This gives clients 24 hours before their appointment deadline to log in if rescheduling is necessary (and to avoid late fee cancellation charges).
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> CAN I CHANGE REMINDER METHODS?
Please call our offices (210-970-1511) to discuss your preferred automated reminder methods and we'll set those up for you.
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> WHAT IS YOUR CANCELLATION POLICY?
We have a 24-hour cancellation policy. Full-fee is charged for late cancellations as they prevent other clients access to needed times. (See Cancellation Policy below.)
> WHY ARE VIRTUAL, ONLINE, TELE-SESSIONS IMPORTANT?
Our offices utilize virtual online technology through a HIPAA-compliant platform, unlike many other non-secure venues. This allows clients and Mr. Fuller the ability to interact from virtually anywhere a solid internet connection is available.
Virtual sessions decrease travel time to/from appointments and prevent fighting heavy traffic. Appointments are easily made online 24/7 and can be scheduled while students are in school, within the comfort of a home or office, during lunch hours, while traveling for business or pleasure or in the evenings so appointments don't impact client schedules. Research has shown that virtual sessions are as successful as in-person sessions while allowing people more flexibility and access to skilled professionals who previously weren't within travel distance or location for the client. Our system saves environmental resources per the Paperwork-reduction Act. Start your registration process here.
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> FIRST VIRTUAL SESSION HELP?...
Contact our offices (210-970-1511) to request assistance during office hours. Clients need a computer or phone with a camera and microphone for virtual sessions. Read about preparing for a virtual session here.
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INSURANCE & PAYMENTS
> DO YOU ACCEPT INSURANCE?
To offer greater confidentiality to his clients, Clifton Fuller is an out-of-network provider for all insurance plans. Most insurance plans cover his counseling due to his multiple licenses and credentials. As an out-of-network provider, clients have greater confidentiality as they have greater control over reports and details released than is available to in-network therapists that they may be required, due to provider contract, to release.
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We do not file insurance claims. Clients file their invoices directly to their insurance company. We do provide an invoice after each session, which can be viewed or downloaded via an encrypted email from your patient portal. With that invoice, clients can file claims for direct reimbursement via mail, fax, or email (check with your insurance carrier for the recommended method to file a claim) or by using a phone app called Reimbursify (see info below).
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Invoices can be found in your patient portal 'billing’ section. Contact our offices for the encrypted email password (which is different from your patient portal password log-in) or log into your portal to access that information.
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Many of our clients download the phone App: “Reimbursify” (through the App Store or Google Play). This simple App allows you to quickly file a claim and track it progress of reimbursement back to you. There are 4 easy steps to use Reimbursify: 1/Register yourself & your family (takes only 1-2 minutes), 2/Find your provider & insurance carrier. Reimbursify will automatically complete your provider’s information for you, 3/File a claim in under a minute, easily file recurring claims in under 10 seconds, 4/Track process, and Get reimbursed.
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Contact your insurance carrier to obtain policies, to determine coverage and the requirements to file.
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Payment is due the day of the session, except for Court appearances (which must be prepaid 72 hrs. in advance of court appearance). Sessions are automatically paid by the credit card the client has on file on our HIPAA-compliant site.
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> PAYMENTS ACCEPTED
Mastercard, Novus/Discover, Visa, American Express HSA (Health Savings Accounts), Debit Cards. For questions about coverage, please contact your insurance carrier regarding your plan's requirements and allowances.