Got Questions?

Below are the answers to some of he common questions. If you are looking for something specific, please get in touch with us.

Insurance & Billing

What insurance do you accept?

We work with most of the commercial insurances to make mental health care accessible and affordable for our patients. Currently, we are in-network with:

  • Medicare
  • Tricare
  • Anthem
  • Blue Shield of California
  • Cigna
  • Aetna
  • Humana
  • Optum
  • United Healthcare
  • Alignment
  • Multiplan

Please Note: Insurance plans vary by providers. Please contact us to ensure the provider you are booking appointment with, accepts your insurance plan.

What is Co-pay, Deductible & Coinsurance?

A copay is a fixed amount of money that you pay out of your own pocket for a specific medical service or medication. It is a cost-share between you and your insurer .This copay amount is usually mentioned in your health insurance policy document.

The insurance deductible refers to the amount of money that you will have to pay out of pocket each year before the insurance company starts paying.

Coinsurance is the cost-share ratio between the you and the insurance company. It is the amount, generally expressed as a fixed percentage, an insured must pay towards a covered claim. The coinsurance is usually mentioned in your health insurance policy document.

What is an explanation of benefits?

An explanation of benefits (EOB) is a statement from your health insurance company that shows the explanation of what medical services you've had, how much your plan paid for them, how much is the patient responsibility, and what charges are not covered by your plan.

Which cards does IBHM accept? Is there a processing fee?

All major credit & debit cards, including Visa, Master, Amex, Discover, FSA, SA, and HSA, are accepted.

Payment processors or acquiring banks levy a surcharge, sometimes referred to as a credit card processing fee or payment processing fee, in exchange for accepting and processing credit or debit card payments. The processing cost often falls within the 2.8% to 4.0% range.

At IBHM, if you pay by your credit/debit card the processing fee is 3% charged by the payment gateway (This charge is not taken by IBHM).

You can avoid the surcharge by paying the patient responsibility via ZELLE.
The payment link for Zelle is "[email protected]".
All payments through ZELLE do not attract any processing fee & are governed by ZELLE’s terms and conditions

Do we accept Zelle?

Yes! You can pay the patient responsibility via Zelle.
The payment link for Zelle is [email protected]
All payments through ZELLE do not attract any processing fee & are governed by ZELLE’s terms and conditions

How to update the insurance details and the payment method?

You can update your insurance information or the payment details from the patient portal.
Alternatively, you can contact us directly via email or phone to update the details.
Email:[email protected]
Phone: 650 770 1550  

Please Note: If your insurance has changed, please share the picture of your insurance card (both front and rear) via email.

How to request for an invoice?

You can request for invoice by emailing us at - [email protected] or you can call 650 770 1550

Can you book an appointment without having the insurance cover?

Yes, you can book an appointment if the insurance does not cover. However, the charges will be Out of Pocket and the patient responsibility will become 100%.
The Out of Pocket charges are based on the duration of the appointment.
The fixed charge of a 60 minutes appointment is $500. Likewise, if a service is for 30 minutes then the charge will be $250. However, special cases may vary.

How to request for Medical Records?

You can submit a request for Medical Records emailing us at [email protected] or you can call us on 650 770 1550.
Please Note: It is mandatory to sign a Release Of Information (ROI) form as per HIPAA regulation, when requesting the records.

Is it necessary to obtain Referral or Authorization before the appointment?

Yes, A referral is required before the appointment and same goes for the Authorization. But both these situations depends on your plan type. So, it is always advisable to check with your insurance whether such information are needed before booking an appointment.

Why do we need your payment information during the intake process?

A default payment Info is needed when you book your first appointment. Your insurance plan might have a patient's responsibility as - Copay, Coinsurance/Deductible or there can be a late cancellation or a no-show charge.
Hence, our Intake co-ordinator will ask for a payment method while booking the very first appointment.

What are the No-Show charges?

No-show is charged when a patient does not show up for the appointment. 
The charge for a no-show is $125.00

Are there any cancellation charges?

We do not charge you any cancellation fee if the appointment is cancelled or rescheduled 48 business hours before the actual appointment date.
However, if you cancel/reschedule your appointment within 48 hours from the actual appointment date, then it is considered as a late cancellation.
If the appointment is cancelled/rescheduled between 1-2 business days from the actual appointment date then the late cancellation fee is $25.00.
If the appointment is cancelled/resheduled within 1 business day from the actual appointment date then the late cancellation fee is $75.00.

Do you accept Medi-Cal?

Unfortunately, we are not in-network with Medi-Cal.

We accept most major insurance plans like Medicare, Tricare, Anthem, Blue Shield of California, Cigna, Aetna, Humana, Optum, United Healthcare, Allignment, Multiplan.

However, insurance plans vary by providers, please call us to ensure the provider you are booking appointment with accepts your insurance plan. 

General FAQs

What kind of services does IBHM provide?

Our clinic provides a range of mental health services, including therapy, counseling, psychiatric evaluations, and medication management.

How can I schedule an appointment?

New patients can register online on our website and request for an appointment. Alternatively, you can call 8663624246 and speak with our intake coordinator to schedule an appointment.

Existing patients can login to the patient portal at and place a request for an appointment OR you can call the main helpline number 8663624246 and speak with your provider's admin assistant to schedule an appointment. 

What are the office hours?

Our office is open from Monday to Friday between 8 AM and 5 PM PST.
We are closed on all national holidays and weekends.

Please Note: Since we are an outpatient clinic, we cannot provide services during holidays and outside office hours. Please call 911 in case of an emergency. 

What if I am in crisis outside of your office hours?

Since we are an outpatient clinic, we cannot provide services during holidays and outside office hours. Please call 911 in case of an emergency. 

Does IBHM accept walk-ins?

Unfortunately, we do not accept walk-in patients. You would need to register with us on our website and request for an appointment OR call 8663624246 to schedule an appointment with a provider.

Does IBHM offer inpatient psychiatric services?

We are an outpatient clinic. We do not offer inpatient services.
Please call 911 in case of an emergency. 

Does IBHM provide TMS or Ketamine therapy?

Currently we are not providing TMS or Ketamine therapy at our clinics.

How can I request for my medication refill? What is the wait time on prescription refills?

You can send a medication refill request to your provider's admin staff from the patient portal.
Please login to and click on 'Refill a medication'.
Alternatively, you can also send a secure message to your provider's admin staff from the the patient portal and place a request for your medication OR call the main helpline number 8663624246 to speak with your provider's assistant.

Please Note: It can take upto 5 business days for us to process your request and send the prescription to the pharmacy.
Hence, it is advisable that you should always request for a refill at least 3 days prior to running out of medications.

To learn more, please refer to the 'Medication Refill Policy' section of our Treatment Contract under the documents section of the patient portal.

Can I do Tele-Health appointment? Will my insurance cover telehealth visits?

Yes, you may do telehealth appointments as long as your insurance covers it. However, your doctor may need to see you in-person if needed, to meet the treatment requirements. 
Please send an email to our billing team at [email protected] to know if your insurance covers tele-health.

Can I schedule an appointment for my disability or any other paperwork?

We respectfully decline to see clients who only seek completion of their paperwork (disability paperwork, FMLA, etc.) at the initial consultation or within 2­-3 sessions following the initial consultation. Our providers might help you with supportive paperwork, only at their discretion and after establishing care with the client over a period of 3­-6 months (if they find it appropriate and deem it necessary). 

IBHM psychiatrist and therapist will charge you separately for any paperwork they complete based on the time spent to complete that paperwork. Charges for paperwork are out of pocket and entirely your responsibility. To learn more about the charges please refer to the Out­-Of-­Pocket section of our financial policy in the documents section of patient portal.
Please note that our providers at IBHM do not accept forensic cases.

How do I sign the release of information? Why is this necessary?

You can find the release of information form under the document section in the patient portal.
Please login to and click on 'Forms/Documents'.

Release of information is the process of providing access to protected health information (PHI) to an individual or entity authorized to receive it.There can be several reasons for the release of information, including medical treatment purposes, medical billing, insurance billing, etc. 

We are here to help you take control of your well-being, whenever you are ready.