FAQ: Office Updates & Telehealth Sessions

With increasing concerns surrounding the coronavirus (COVID-19) pandemic, the health and safety of our clients, staff, and community remain our top priority. We continue to schedule new clients andย now offer both in-person and Telehealth video sessions. Below, we’ve gathered some answers to frequently asked questions.ย Feel free toย contact us anytime at 972.292.7092 or at YouMatter@EmbraceNewLife.com with additional questions or concerns you may have.


Is your office currently open?
Yes. Our office will remain open throughout the coronavirus (COVID-19) pandemic or until further notice. We continue to monitor news outlets for any developments and will adjust as necessary. Check our website for all relevant updates, including closures and changes in hours of operation. Most of our therapists will continue to provide some level of in-person treatment unless barred from doing so by our governor or president.

What precautions are you taking to prevent the spread of the virus in your office?
Our staff is following the CDC guidelines, including frequent medical-level cleaning of the office and between-client disinfecting of common areas.ย  ย Payments are made online through the Simple Practice portal.ย  Therapists are now offering telehealth sessions, and we’ve allowed them to begin working from home to minimize the amount of traffic in our offices. Our offices are located in a low traffic area, off Noble Court in Heath.

How will I know if the office closes?ย 
In the event that we are ordered to close our offices, we will continue to offer telehealth services as our therapists are capable of working from home. If you scheduled an in-person appointment and we are suddenly forced to close, your therapist or our admin team will notify you by phone or email with information on how to proceed with telehealth.

How will I receive updates about changes?
You will continue to receive information directly from your therapist as they have the most consistent communication with you. If there are any changes in our ability to provide care, your therapist will communicate with you. Additionally, we will continue posting all relevant updates on our website.


What is Telehealth?
Telehealth is a way to provide medical and mental health services using video and audio technology to avoid exposure to the coronavirus (COVID-19).

How does Telehealth work?
Before your appointment, your therapist will provide you with instructions and a link to join the virtual “room” at your session time.ย  Follow the link and instructions, and that’s it!ย  We use Zoom which can be run on your laptop or you can download the Zoom app on your phone for telehealth via phone.

Is it secure?
We use the integrated telehealth system offered by Zoom. It’s completely confidential and HIPAA compliant. Additionally, no video or audio components of your session are recorded or stored.

Do I have to subscribe to a service to begin Telehealth sessions?
No, there is no subscription or purchase required.

How will I access the session?
Before your appointment, your therapist will send you a link that will allow you to join the virtual “room” at your scheduled session time.

Will my health insurance cover therapy through Telehealth?
Yes. Due to the impact of coronavirus (COVID-19), insurance companies are making exceptions to allow providers to bill your plan for telehealth services.ย  While we do not take insurance, your Superbill can still be used by you to seek reimbursement directly or through the Reimbursify app.

We will transition back to in-person sessions as soon as it is safe to do so.