Packet received, thank you!

You're Booked!

Well done! Your Intake Packet has been received! Be on the lookout for an email invite to the Client Portal!  It may take 2-24 hours for our team to process your paperwork and add you to the portal.
email screenshot showing client portal invite

FAQs about your 1st Session

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How do I pay for my session?

Existing Clients
Billing

Clients can pay for their sessions via credit card, debit card, or HSA/FSA cards in the Client Portal.

  1. Log into the Client Portal.
  2. Click on Billing in the menu.
  3. Click Make a Payment to pay your balance.
Make a Payment

You may also put a CC on file for automatic payment at the time of your session! Complete the Payment Authorization form to store a card on file!

  1. Click on Documents in the main menu.
  2. Click on Payment Authorization Form.

How do I cancel or reschedule my appointment?

Scheduling
Existing Clients

As an existing client, you have access to the Client Portal where you can manage all your appointments! To cancel an appointment, follow these steps:

  1. Log into the Client Portal
  2. Click on Appointments in the menu.
  3. Select the appointment you want to cancel or reschedule.
  4. Click to Cancel or Reschedule

When canceling and rescheduling appointments, please be mindful of our cancellation policy as you may be charged cancellation fees. Our cancellation policy states $110 will be charged if the appointment is canceled less than 24 hours in advance. If you can't make it to your in-person session, you can do a telehealth (over video) session. Please reach out to your therapist to switch from in-person to telehealth via Messages in the Client Portal.

If you do not have access to the Client Portal, you may complete this form to cancel your appointment.

Manage Appointment

How do I join my Telehealth (virtual) session?

Teletherapy
Existing Clients

To quickly join your telehealth/virtual session, visit our Client Portal Telehealth. Select your Provider and Join Waiting Room. You don't need to log in to the Client Portal; however, if you want to manage your appointments, you'll need to log in.

Where are you located?

Scheduling
Existing Clients

We have multiple offices in:

  • Colorado Springs, CO
  • Aurora, CO
  • Pueblo, CO
  • Fort Collins, CO

View more details about these locations here.

What will the first session be like for me?

Getting Started
Existing Clients

Great question!  First off, your counselor will review some of the background information in your Intake Packet.  After this, you and your counselor will begin to get to know each other.  One of the strongest predictors of successful therapy is the relationship between the client and the counselor.  You will initially discuss what brought you to therapy and maybe some of your goals to start working on during the upcoming sessions

How do I access all my records?

Existing Clients

To request a copy of your mental health records, please complete this Records Request form.

Can I message or speak to my counselor directly?

Existing Clients

Yes, you can! In the Client Portal, you can send a message directly to your provider. Send them messages about:

  1. Details about your week
  2. Let them know you are running late to your appointment,
  3. Can't join your teletherapy session
  4. There are issues in the waiting room of your teletherapy session.
  5. Counselor or NP are not visible in the Client Portal teletherapy session.

If you are unable to access the Client Portal, you can also send a message directly to your provider here.

Quick Message

Can I switch therapists if I feel the fit isn't right?

Existing Clients
Counseling

Yes, it's essential to find a therapist with whom you feel comfortable and supported. If you find that the therapist you initially chose isn't the right fit, you can revisit your list of potential therapists and book another appointment!

Don't worry, you don't have to complete the Intake Packet paperwork again!

When are my prescriptions sent to my pharmacy?

Existing Clients

Usually, your prescription is sent to the pharmacy by the end of your session or the end of the day.  Please wait for your pharmacy to contact you and let you know when your script is ready for pickup.

What is a prescription prior authorization?

Existing Clients

Prior authorization comes from your insurance to verify and/or modify the prescription request sent in by your provider.  The process to complete the prior authorization request can take 2-3 days.

My Client Portal link expired, how do I request another one?

Existing Clients

If the 'Welcome to the Portal' link has expired (it expires in 7 days), our support team or your provider can resend you a new link.  Contacting our Support Team using any of the following methods:

  • Email - support@overcomewithus.com
  • Call - (719) 345-2424
  • SMS - (719) 888-5022

How to make a prescription refill request?

Existing Clients

Need an Rx Refill?  Log into the Client Portal to notify your nurse practicioner that you need a refill.  

  1. Click on Messages in main menu.
  2. Click on New message.
  3. Click Clinical as the audience type.
  4. Select Prescription Refill Request from the Topic dropdown

Refills of controlled substances will most often require a session with your provider.  You can continue to complete the request; however, after completing the request, you can proactively take the next step and book a follow-up session with your provider.  

Common controlled substances:

  • Adderall
  • Vyvanse
  • Methylphenidate
  • Lisdexamfetamine
  • Xanax
  • Klonopin
  • Alprazolam
  • Clonazepam
  • Ambien
  • Zolpidem

How do I update or change my insurance information?

Existing Clients
Billing

To update or change your insurance, follow the steps below:

  1. Log into the Client Portal
  2. Select Documents from the main menu.
  3. Select Client Insurance Form.
  4. Complete the required fields to update your insurance! The Billing team will review and notify you of your new copay/coinsurance.

How do I sign a document in the Client Portal?

Existing Clients

You can locate documents Overcomers' has sent you for e-sign in the Client Portal.  Pending documents are shown on your homepage as well as the Documents page.

How do I send my medical records to my provider?

Existing Clients

If you have records (i.e. Medical Records) that you want to send to your provider at Overcomers, you can email them at support@overcomewithus.com.  You may also visit the Client Portal, click the Documents tab and then click Upload Document.

How do I reset my password on the Client Portal?

Existing Clients

To reset your Client Portal password, follow these steps:

  1. Visit the Client Portal.
  2. Click Forgot Password.
  3. Enter your email address and date of birth, then click Continue.
  4. You will be sent an email to validate your account.
  5. Click the link in the email and follow the prompts to create your new password.
  6. After all of the steps are completed, you will be able to log in to your account using your new password.

How do I request another session with my current counselor?

Existing Clients

Existing clients have access to the Client Portal to request new sessions!

  1. Log into the Client Portal.
  2. Click on Appointments in the menu.
  3. Click Request Appointment.
  4. Select the Appointment Type (Therapy or a Medication Management).
  5. Select the location from the location dropdown.
  6. Click the View Available Times button.
  1. Select your preferred appointment time.
  2. Review your appointment request details and click the Submit Request button

Want a text message with link to the Client Portal?

In the Client Portal you can:

  • Manage (create, cancel, reschedule) your appointments
  • Join your telehealth sessions
  • Pay for your session fees
  • Change/update your insurance
  • View your treatment plan
  • Message your counselor/NP
  • Message the Support Team (Admin, Scheduling or Billing)
  • And more!

How do I change to a self-pay client and not use my insurance?

Existing Clients

Contact our Billing team and they'll send you a insurance waiver.

How to contact our Billing team:

  1. Log into the Client Portal.  
  2. Click on Messages in the menu.
  3. Select New message and select Billing as the audience of that message.
  4. Complete the message with your desired details.
Message our Billing Team

How do I add a new credit/debit card to the client portal?

Existing Clients

Adding your credit card to the client portal simplifies your healthcare journey by ensuring your copays and payments are handled swiftly and securely. This not only offers convenience but also aids in uninterrupted access to essential services, making your commitment to mental health care seamless and worry-free.

  1. Log into the Client Portal.
  2. Click on Documents in the menu.
  3. Click on the Payment Authorization Form. Complete the required fields in the payment authorization form to add your credit card to the client portal.
Payment Authorization Form

How do I access the client portal?

Existing Clients

Click here to access our Client Portal.

How do I troubleshooting my telehealth/virtual connection?

Teletherapy
Existing Clients

The quality of your video call relies heavily on the devices and internet connection the most common issue is poor internet connection or speed. Please be sure you are in a good location with adequate internet.

How do I allow my camera and microphone access for Telehealth (virtual) sessions?

Teletherapy
Existing Clients

In order to use Telehealth, your web browser needs to have access to your camera and microphone. This is what allows the other participant in a video call to see and hear you. Typically, you may only need to explicitly allow access to your camera and microphone once, but the following instructions outline how to ensure therapy portal can access your camera and microphone in each major browser.

Google Chrome
By default, Google Chrome remembers when you've allowed a website to access your camera or microphone. As such, your browser shouldn't ask you for access after your first telehealth session. However, if you've accidentally blocked TherapyNotes from accessing your camera or microphone in Chrome, you can follow these steps to allow access the next time.
Click the three vertical dots in the upper right corner of Chrome.
Click Settings.
Under Privacy and security, click Site Settings.
Click Camera or Microphone.
Under Block, find https://www.therapynotes.com and click the trashcan icon.
For additional information about using a camera and microphone in Chrome, visit the Google Chrome Help Center.

Apple Safari on Mac
By default, Safari requires you to allow a website to access your camera or microphone each time it is requested. However, once you start a telehealth session and allow access to your camera and microphone in Safari initially, you can follow these steps to allow access for all subsequent telehealth sessions.
Click the video camera icon to the right of the www.therapynotes.com URL in your address bar.
In the Camera and Microphone popup that appears, click Always Allow on "www.therapynotes.com".

For additional information about changing your website preferences in Safari on Mac, visit the Safari User Guide.

Apple Safari on iPad and iPhone
On iPad and iPhone, Safari requires you to confirm camera and microphone access each time it is requested by a website. This means that you'll have to allow access each time you arrive at the dialog to select your camera and microphone as well as when you begin the video call. There isn't a workaround that we recommend for this at this time.

If you accidentally deny access to your camera or microphone in Safari on iPad or iPhone, simply refresh the page and attempt to start the telehealth session again.

If the browser doesn't request permission to access your camera and microphone, verify that you have not blocked all websites from accessing your camera and microphone in your settings.
Open the Settings app.
Tap Safari.
Under Settings for Websites, tap Camera or Microphone.
For Camera, confirm that Camera Access on All Websites is set to Ask.
For Microphone, confirm that Microphone Access on All Websites is set to Ask.

Microsoft Edge
Like Chrome, Microsoft Edge remembers when you've allowed a website to access your camera or microphone. As such, your browser shouldn't ask you for access after your first telehealth session. However, if you've accidentally blocked TherapyNotes from accessing your camera or microphone in Edge, you can follow these steps to allow access the next time.
Click the three horizontal dots in the upper right corner of Edge.
Click Settings.
In the Settings sidebar on the left, click Site permissions.
Click Camera or Microphone.
Under Block, find https://www.therapynotes.com and click the trashcan icon.

Mozilla Firefox
Mozilla Firefox offers the option to always allow a website to access your camera and microphone the first time access is requested. When you click the Start Telehealth Session button to initiate a telehealth session in Firefox, a popup will appear to request access to your camera and microphone. When that popup appears, follow these steps to always allow access.
Verify that the camera and microphone shown in the popup are the devices you want to allow access to.
Select the Remember this decision checkbox.
Click Allow.

For additional information about using a camera and microphone in Firefox, visit Firefox Support.

Will I be reminded about my appointments?

Scheduling
Existing Clients

Yes absolutely!  You'll receive email and text reminders about your upcoming sessions.

Still have questions?

Drop us a line and we'll be happy to provide assistance!