Client Portal
Client Portal

Frequently Asked Questions

FAQ

Getting Started

Therapy isn’t only for people in crisis or those facing severe mental health challenges.

Just as it’s recommended to see a primary care doctor for regular checkups, therapy is a way to care for your mental and emotional health. You don’t have to wait until things feel overwhelming to seek support—therapy can also be preventative.

People often begin therapy to learn healthy coping skills, manage stress, navigate life transitions, improve relationships, or gain clarity and emotional support. If you’re wondering whether therapy could help, that curiosity alone is often a good sign that it may be beneficial.

You can schedule an appointment in several ways:

  • Call our office at 904-444-8260 to speak with our administrative team
  • Text the same number if you prefer
  • Email us at admin@awakeningccinc.com
  • Complete the contact form on our website
Our team will guide you through next steps and help match you with the appropriate therapist.
Your first session is a time for you and your therapist to get to know one another.
You’ll have the opportunity to share what brings you to counseling, ask questions, and discuss your goals. Your therapist will also explain how therapy works and collaborate with you on next steps. There is no pressure to share everything at once—this is the beginning of a process.

Before your first session, you’ll be asked to complete an intake form so your therapist can review your background and concerns ahead of time.

You’re welcome to jot down any thoughts or questions beforehand, but it’s completely okay to come just as you are. Your therapist will guide the conversation.

Feeling nervous, unsure, or emotional during your first session is very common.

Starting therapy is a vulnerable step, and your therapist is trained to create a supportive, non-judgmental space where you can move at your own pace. There is no “right” way to feel or show up.

Finding the right therapist is important.

If at any point you feel your therapist isn’t the best fit, you’re encouraged to let us know. Because we are a group practice, we can help you transition to another therapist who may better meet your needs. Simply contact our office, and we’ll help coordinate a transition that feels comfortable and supportive.

Therapy is a process and often works best over time.

While some clients come in for short-term support, many benefit from ongoing sessions to work through goals, build skills, and create lasting change. Therapy is most effective when clients are engaged and willing to participate in the process alongside their therapist.

Telehealth Counseling

Telehealth counseling is a secure and confidential way to receive mental and behavioral health care from wherever you are, using HIPAA-compliant video software or via phone.

Telehealth counseling offers the same quality of care as in-person services and is widely used for:
  • Individual therapy
  • Couples therapy
  • Family therapy
  • Group therapy
  • Coaching services

Once your appointment is scheduled, you’ll receive a secure video link by email or text.

At the time of your session:
  • Click the link
  • Enter your name
  • You’ll be placed in a virtual waiting room
  • Your therapist will let you in when they’re ready

No apps or downloads are required. You can join from a smartphone, tablet, or computer using Wi-Fi or mobile data.

Yes. Telehealth counseling can also be provided by phone.

Phone sessions are a great option if you:

  • Prefer audio-only sessions
  • Feel more comfortable without video
  • Are traveling or have limited internet access

No apps or downloads are required. You can join from a smartphone, tablet, or computer using Wi-Fi or mobile data.

Telehealth counseling is covered by most health insurance plans and Employee Assistance Programs (EAPs) that we are in network with.

Because our practice is 100% telehealth, we only contract with insurance plans and EAP programs that cover telehealth services. Coverage and copays depend on your specific plan benefits, but there is no difference in coverage between video and phone sessions.

We verify insurance eligibility and benefits before your first appointment so you can feel confident about coverage before beginning services.

Convenience 

  • No travel required
  • Save time and gas
  • No waiting rooms or commute stress

Flexible Location

Clients can meet with their therapist from anywhere they feel comfortable and secure, including:

  • A private room at home
  • A private office at work
  • A car
  • A patio or backyard
  • While walking outdoors

Privacy & Confidentiality

  • No one sees you entering or leaving a counseling office
  • Greater discretion and personal comfort

Accessibility

  • Great for clients with mobility challenges
  • Helpful for parents, caregivers, and professionals with limited availability
  • Removes geographic barriers to care

Health & Wellness

  • Ideal for clients with health concerns or compromised immunity
  • No need to cancel due to illness or exposure concerns

Emotional Comfort

  • Helps reduce anxiety about starting therapy
  • Many clients feel more at ease opening up in familiar surroundings

We began offering telehealth counseling in 2020 during the COVID-19 pandemic and quickly saw how effective, accessible, and impactful it was for our clients.

After experiencing the many benefits of telehealth, we made the decision to become a 100% telehealth practice. This ensures our clients always have consistent access to care, regardless of life circumstances or external events.

Telehealth allows us to meet clients where they are and removes common barriers to care, supporting consistency, growth, and long-term healing

Yes. Research shows that telehealth counseling is just as effective as in-person therapy for many mental health concerns. Many clients find they feel more relaxed and open when meeting from a familiar environment, which can enhance the counseling experience.

Billing, Insurance & EAP

We offer several payment options for counseling services:

  • Out-of-pocket (self-pay)
  • Health insurance
  • Employee Assistance Programs (EAPs)
  • Military benefits

For detailed information about payment options, please visit our Rates & Insurance page.

To use your health insurance, we’ll need a copy of your insurance card.

Our administrative team will contact your insurance company on your behalf to verify:

  • That we are in network with your specific plan
  • That you have coverage for mental health counseling
  • That your plan covers telehealth services

Before your first session, we’ll inform you of your expected cost, whether that is a copay, coinsurance, a deductible, or no cost to you at all, based on your specific plan.

You’re also welcome to contact the member services number on the back of your insurance card if you’d like to check your benefits directly.

  • Copay: A fixed amount you pay for each session (for example, $20 or $40).
  • Coinsurance: A percentage of the session cost you’re responsible for after your deductible is met.
  • Deductible: The amount you must pay out of pocket before your insurance begins covering services.

Your specific responsibility depends on your individual insurance plan.

Insurance companies offer many different plans, each with its own benefits and cost structure.

Your out-of-pocket cost depends on factors such as:

  • The specific plan you selected
  • Whether your deductible has been met
  • Your individual policy benefits

Because of this, costs can vary even among people insured by the same company.

An Employee Assistance Program (EAP) is a benefit provided by many employers that offers free, short-term counseling services to employees and sometimes their household members.

EAP services are paid for by your employer and are 100% confidential. Information about your counseling is not shared with your employer or HR department.

EAPs can typically be used for:

  • Individual therapy
  • Couples or marital therapy
  • Family therapy
  • Therapy for children or other household members, depending on your employer’s plan

To use your EAP, contact your employer’s Human Resources department or EAP provider. You can request specifically to meet with one of our therapists or our group practice, and the EAP provider will confirm whether we are in network with your plan.

Most EAP programs offer at least three free sessions, though the exact number depends on your employer’s plan.

Many EAPs provide separate session allowances for different types of counseling or for different household members. Your EAP provider can confirm the number of sessions available to you.

Yes, but not at the same time.

If we are in network with both your EAP and your health insurance, you can typically begin counseling using your EAP sessions and then transition to your health insurance once your EAP sessions are completed.

Our administrative team can help guide you through this process and answer any questions along the way.