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Frequently Asked Questions

Getting Started & Paperwork

How do I schedule an appointment?

If you are new to Elevate Mental Wellness and have never been seen here before: You can either call the office to speak to a team member to get established and scheduled or you can also complete our Prospective Patient Form https://valant.io/prospectivepatient/ElevateMentalWellnessPLLC/embedded  to get the process started. Once the form is submitted, our team will contact you to verify your information, create your patient chart, and send you an invitation to our patient portal so you can complete the required practice paperwork.

If you are an established patient:
You may schedule appointments directly using our self‑scheduling feature in the patient portal. Simply sign in to your account using the link below: https://valant.io/myio/ElevateMentalWellnessPLLC

If you need assistance at any point, please feel free to contact our office.

Yes. All new patients must complete required intake paperwork through the patient portal before their first appointment. This applies to both in‑person and telehealth visits. Most patients complete paperwork through our secure patient portal prior to their appointment, which can be found here: 

If you are scheduled for an in-person appointment and have difficulty accessing the MYIO patient portal, you may print and complete the practice paperwork in advance and bring it with you to your appointment. Please notify us if you intend to fill out and bring the forms prior to your appointment.

If paperwork is not completed by the time of your appointment, your appointment will need to be canceled and rescheduled.

If your first appointment is in person and you were unable to complete paperwork online, please arrive 10–15 minutes early to complete paper forms in the office or you can print off the forms from our website and fill them prior to coming to your appointment. Telehealth appointments require portal completion.

You will receive a patient portal invitation by email and/or text message prior to your first appointment.

While we can send portal invitations by text, onboarding is generally easier to complete through the email invitation, as it allows you to complete the registration process on a larger screen. If you choose to use the text invitation, you will be prompted to download the MYIO app to finish setting up your portal account.

If you experience any difficulty accessing the portal or completing registration, please contact our office and we’ll be happy to help. If you have used MYIO with another practice, you must create a new username for Elevate Mental Wellness.

In-Person and Telehealth Appointments

Where are in‑person appointments located?

In‑person appointments are held at:
2461 10th Street, Suite 202, Coralville, IA 52241

If your provider has not retrieved you within 10 minutes of your scheduled appointment time, please call the office.

Yes. Children are welcome in our waiting area, and we also have a small playroom available for children.

We kindly ask that children remain as calm and quiet as possible while in the waiting area to help maintain a peaceful environment for all patients. Thank you for your understanding and cooperation.

Telehealth Services

Do you offer telehealth appointments?

Yes. We offer telehealth appointments using the Doxy platform. Each provider has a unique Doxy link, which is sent in appointment reminders or provided by your clinician. Doxy links for each provider can be found here: PROVIDER DOXY LINKS DOC

You will need:

  • A device with a camera and microphone
  • A stable internet connection
  • A private, quiet, well‑lit space

Please notify your provider or call the clinic if technical issues arise that affect your session. Telehealth may not be appropriate for all situations.

No. Telehealth is not for emergencies. If you are in crisis or in immediate danger, call 911 or go to the nearest emergency room.

Billing, Insurance & Payments

Do you accept insurance?

Yes, we are contracted with several insurance plans. If we are in‑network with your insurance, we will bill your insurance directly. You are responsible for any uncovered charges as well as any co-payments or co-insurances as dictated by your insurance plan.

We accept the following insurance:

  • Wellmark/Blue Cross Blue Shield
  • United Healthcare
  • UMR
  • Midlands Choice
  • Aetna (prescribers only)
  • TriWest
  • VACCN
  • FirstHealth/Goodhealth (limited providers)
  • Cigna
  • Health Partners

We offer set self‑pay rates. Uninsured or self‑pay patients are entitled to a Good Faith Estimate under federal law.

A Good Faith Estimate outlines expected costs for services if you are uninsured or not using insurance. This is required by the No Surprises Act and helps prevent unexpected medical bills.

If you have active Medicaid coverage, you may not self‑pay for services that are covered by Medicaid.

Federal and state Medicaid regulations require that Medicaid be billed when a patient is eligible. Choosing to self‑pay instead of using Medicaid for covered services may place a patient’s Medicaid benefits at risk and may violate Medicaid program rules. For this reason, we are unable to accept self‑pay payment for Medicaid‑covered services when a patient has active Medicaid.

If you have questions about your coverage or believe a service may not be covered by Medicaid, please contact our office so we can review your situation individually.

If your insurance plan requires a copay, you are responsible for that amount.

Copays may be paid at the time of service or, as part of our Card‑on‑File Policy, billed to your account and charged to the card on file after your appointment.

Keeping a valid card on file allows us to process copays and outstanding balances efficiently and helps prevent delays in care. If you have questions about your co-pay or would like to discuss payment timing, please contact our office before your appointment.

We require all patients to keep a valid credit, debit, or HSA card on file to ensure timely payment of:

  • Copays
  • Deductibles or coinsurance
  • Balances remaining after insurance processes
  • Late cancellation or no‑show fees
  • Miscellaneous fees (such as patient‑requested paperwork or clinical phone calls)

Your payment information is stored securely, and charges are applied only in accordance with our office policies.

After your appointment, we submit a claim to your insurance company. Once your insurance processes the claim, they send an Explanation of Benefits (EOB) outlining what was covered and what portion is your responsibility.

If there is a remaining balance after insurance processes, we will:

  1. Apply any copay not already paid
  2. Charge any remaining patient responsibility (such as deductible or coinsurance) to the card on file
  3. Send you an itemized statement for your records

Insurance processing timelines vary and may take several weeks. Receiving a charge after your appointment does not mean the claim was incorrectly billed—only that insurance processing has completed.

If you believe a charge is incorrect or have questions about your statement, please contact our billing department promptly. We are happy to review the charge, verify insurance processing, and assist with next steps if needed.

Yes. If you are experiencing financial hardship, please contact the office to discuss payment plan options.

Cancellation & No‑Show Policy

What is the cancellation policy?

We require at least 24 business hours’ notice to cancel or reschedule an appointment.

  • No‑show fee: Up to $100
  • Late cancellation fee: Up to $50

Fees are at provider discretion. Appointments canceled due to inclement weather are never charged.

Yes. You may request a fee appeal form if you believe there were extenuating circumstances.

Medication & Refills

When are medication refills handled?

Medication refills are handled during regular business hours (Monday–Friday, 9:00 AM–5:00 PM). Please allow up to 72 business hours for refill requests.

Refills may be denied if:

  • You do not have a follow‑up appointment scheduled, or
  • You have not been seen within your provider’s recommended timeframe
  • Note that you must have an appointment scheduled with your provider in order to refill any controlled substance.

Therapy & Treatment

How long will I need treatment?

Treatment length varies and depends on your goals, symptoms, and life circumstances. You and your provider will regularly reassess your treatment plan.

Therapy may involve discussing personal or difficult topics. This is a normal part of the process, and progress often takes more than one session.

Understanding Our Credentials

Here is a brief guide to the professionals who may be part of your care team.

MD (Medical Doctor) An MD is a physician who has completed medical school and residency training. In a mental health setting, these are typically Psychiatrists. They specialize in the biological aspects of mental health, diagnosing complex conditions and managing medications.

ARNP (Advanced Registered Nurse Practitioner) An ARNP is a primary care provider with advanced clinical training and education beyond their initial nursing degree. ARNPs can diagnose mental health conditions, provide therapy, and prescribe medications. They often take a holistic approach, looking at the intersection of physical and mental health.

LMHC (Licensed Mental Health Counselor) An LMHC is a therapist who has earned a Master’s degree and completed extensive supervised clinical hours. They specialize in providing individual and group therapy, helping patients develop coping skills, process emotions, and manage mental health symptoms through various therapeutic modalities.

LMFT (Licensed Marriage and Family Therapist) An LMFT is a therapist specifically trained in “systems” theory. While they work with individuals, their expertise lies in understanding how relationships, family dynamics, and social structures impact mental health. They are experts in helping couples and families navigate conflict and improve communication.

When you see an ARNP, you may notice different letters following their title, such as MSN or DNP. Both indicate that the provider is highly qualified to provide advanced care:

  • MSN (Master of Science in Nursing): This is the foundational graduate degree required to become an ARNP. It focuses on advanced clinical theory and practice.
  • DNP (Doctor of Nursing Practice): This is a terminal “practice doctorate.” While both MSN and DNP-prepared ARNPs perform the same clinical duties (diagnosing and prescribing), a DNP has completed additional education focused on evidence-based practice, leadership, and healthcare quality improvement.

Regardless of whether your ARNP has an MSN or a DNP, they are fully licensed to provide comprehensive psychiatric care and medication management.

If your provider is a PMHNP-BC, it stands for Psychiatric Mental Health Nurse Practitioner – Board Certified.

This “BC” designation is a mark of excellence. It means the practitioner has not only completed their university education but has also passed a rigorous national examination administered by the American Nurses Credentialing Center (ANCC). Being board-certified demonstrates that the provider has met the highest national standards for specialized knowledge and clinical competency in mental health care.

Canine-Assisted Therapy Sessions

Do you offer canine‑assisted therapy?

Yes. We currently have one therapist who incorporates her certified therapy dogs as part of treatment.

Dog‑assisted therapy is optional and may be incorporated into sessions for clients who are interested and feel it would be beneficial. If you are interested in working with a therapy dog, you may request to be scheduled with this therapist when completing the prospective patient form or by contacting our office. Availability is based on provider scheduling and clinical appropriateness.

If you prefer not to interact with therapy dogs, please let us know so we can ensure your comfort during visits.

Privacy & Confidentiality

Is my information kept confidential?

Yes. We comply with HIPAA and maintain strict confidentiality of your protected health information (PHI).

Yes. Information may be disclosed in situations involving:

  • Threats of harm to self or others
  • Court orders or legal requirements
  • Public health or safety obligations

Yes. You have the right to access, request corrections or request restrictions regarding your personal health information. You must sign a release of information to yourself in order to receive your medical records.

After‑Hours & Emergencies

Do you offer after‑hours or emergency services?

No. The patient portal should not be used for emergency situations. Elevate Mental Wellness is not an emergency clinic and does not provide 24/7 or on‑call crisis services.

If you are experiencing a mental health emergency or are in immediate danger to yourself or others, please call 911 or go to the nearest emergency room.

Patients may send non‑emergency messages through the patient portal to the front desk staff or their provider at any time.

However, the patient portal should be used for non‑urgent matters only and is not monitored in real time. Messages sent after hours will be reviewed and addressed as soon as possible on the next business day.

Contact Us

How can I reach the office?

319‑359‑1558
2461 10th Street, Suite 202, Coralville, IA 52241

Or reach us through the MYIO app by sending a message to “Front Desk”

Make An Appointment

Connect with trusted mental health professionals who prioritize high-quality, collaborative care. Your well-being is our focus.

Our location

2461 10th Street, Suite 202, Coralville, IA 52241

Clinic Hours

Monday to Friday: 8am-4:30pm
Saturday-Sunday: CLOSED

Email

info@elevatementalwellnessia.com

Contact

Phone: 319‑359‑1558
Fax: 319-600-1757

Returning Patients
Prospective Patients