At KCS, we prioritize quality care through the supervision of our staff by Licensed Mental Health Professionals. This supervision ensures that our treatment staff receive the necessary guidance in understanding, diagnosing, and treating client problems effectively. Your treatment provider may discuss your case with their supervisor to enhance the quality of care you receive. Additionally, we use a collaborative team approach, where staff work together to ensure the best possible outcomes for our clients, combining their expertise and insights for your benefit.

Maintaining client confidentiality is a fundamental part of our supervision and team discussions. Under HIPAA regulations, all discussions about client cases during supervision or team meetings are strictly confidential. Only the relevant and necessary information for your treatment and supervision will be shared within the team, and efforts will be made to minimize or anonymize client identifiers whenever possible. Clients are informed that their cases may be discussed in this manner and have the right to ask questions about this process to ensure they are comfortable and informed.

We understand that appointments may need to be canceled sometimes. If your treatment provider is sick or unable to see you, we will notify you as soon as possible. We ask that you extend the same courtesy by informing us at least three days in advance if you need to cancel an appointment. This advance notice allows us to offer your slot to another client. If sufficient notice is not provided, it may be challenging to reschedule your appointment promptly. Please note that we reserve the right to discontinue services if you have three late cancellations (less than 24 hours' notice) or no-show appointments.

We recognize that emergencies or unforeseen circumstances can affect your ability to keep an appointment. In such cases, please notify our office as soon as possible. Cancellations made under these conditions will not be counted as late cancellations, and no penalties will be applied. We may request documentation, such as a doctor’s note, to verify the emergency in certain circumstances. This policy ensures flexibility while maintaining the integrity of our appointment system.

To provide clarity on when services may be discontinued, please be aware that services may be terminated after three late cancellations (less than 24 hours' notice) or missed appointments. Before taking this step, we will issue a formal written warning after the second occurrence, outlining the consequences of further missed appointments. Exceptions may be made in cases of emergencies or unforeseen circumstances, provided the client communicates with the office promptly. If services are ultimately discontinued, you will receive written notice and, if requested, referrals to alternative providers to ensure continuity of care.

Clients are required to agree to pay for services according to the fees outlined in our Fee Schedule, which will be discussed during your initial visit. Payment options include insurance, co-payments, and private payments. If you have health insurance, we will file claims on your behalf at no extra charge. By signing the agreement, you authorize your insurance company to pay us directly, and we expect payment from them within 90 days of billing. If there are any payment issues, it is your responsibility to resolve them with your insurance company and inform our business office of your plan to settle any outstanding balance. Co-payments are due at the time of each visit, and if you are paying out-of-pocket, payment is due at each visit. Failure to pay for two consecutive visits may result in postponed appointments until the balance is settled.

We understand that financial difficulties can arise and offer flexible payment plans to accommodate these situations. If you are unable to pay your balance in full, you may apply for an interest-free payment plan, which the billing office must approve. The payment plan terms, including the monthly payment amount and due dates, will be outlined in a signed agreement. However, failure to adhere to the agreed-upon payment plan may result in the discontinuation of services.

To provide convenience and flexibility, we accept various payment methods, including credit/debit cards and online payments. Clients also have the option to set up automatic payments for ongoing services by providing their payment information to the billing office. A receipt will be provided for all payments made, and we encourage clients to keep these for their records to ensure accuracy and transparency in billing.

Our refunds and credits policy is designed to provide clarity and fairness in handling overpayments and cancellations. If you overpay for services, the overpayment will be credited to your account and applied to future services unless you request a refund. If you need to cancel a prepaid session with at least 24 hours’ notice, the payment will be credited toward a future session or refunded upon request. All refund requests must be submitted in writing and will be processed within 30 days to ensure prompt resolution.

To encourage timely payments and maintain the quality of our services, a 4% late fee will be applied to any payment not received within 30 days of the due date. Continued non-payment may result in the discontinuation of services until the account is settled. Clients will receive written notification of any late fees or potential discontinuation of services, allowing them to address the issue promptly.

We are here to assist you if you encounter any issues with insurance payments or disputes. If an insurance claim is denied or delayed beyond 90 days, it is your responsibility to resolve the dispute with your insurance company. You should contact your insurance provider directly to address any issues. Our billing office will provide the necessary documentation and support to help resolve disputes, including claim forms, treatment codes, and payment records. If the dispute remains unresolved after a reasonable period, please inform our billing office to discuss alternative payment arrangements.

If you or your dependents lose insurance coverage, you may apply for MaineCare benefits through the Department of Health and Human Services (DHHS) Offices for Family Independence. For more information, contact DHHS at 1-855-797-4357, Monday through Friday, from 8:00 AM to 4:30 PM, or visit your local DHHS office. We encourage clients to explore this option if they face difficulty maintaining insurance coverage.

If you are the parent or guardian of a minor receiving treatment, you are responsible for any portion of the bill not covered by insurance. Please inform us of any insurance policies you or the child’s other parent have for the child, and we will submit claims to the insurance company on your behalf. Ensuring we have accurate insurance information helps minimize out-of-pocket costs and streamline the billing process.

Each month, we will send you a statement detailing your account balance and payments made, whether by you or your insurance company. If you notice any discrepancies, please contact us immediately so we can correct them. If your account remains unpaid, we reserve the right to refer your account to a collection agency or pursue legal action. Our goal is to work with you to resolve any billing issues promptly to avoid the need for such measures.

To ensure clarity and transparency, we have established guidelines for the termination of services by the provider. Services may be terminated for reasons including, but not limited to, non-compliance with treatment recommendations, repeated missed appointments or late cancellations, inappropriate behavior towards staff or other clients, or non-payment of fees. If services are to be terminated, clients will receive a written notice outlining the reasons for this decision. Additionally, the provider will offer referrals to alternative services, if requested, to ensure continuity of care.