Ask us anything. Here's a head start.
The complete list of what patients ask us most. Don't see yours? Call, text, email, or portal-message us — we'll get back to you.
Do you provide telehealth appointments?+
Yes! We're proud to offer telehealth to make care as easy and convenient as possible. A few things that make it work well:
Your environment should be quiet and private. Telehealth can get so comfortable it's tempting to multitask — but your health deserves your undivided attention. Please don't drive, shop, work, or do chores during your appointment.
Set aside the time. Visits still run their full length, and occasionally your provider may run 5–10 minutes behind — please stay signed in; we'll text if we're running late. You have up to 12 minutes after your appointment time to sign in before it's marked a no-show.
Sign in a few minutes early to let Zoom updates run and collect your thoughts.
Every provider offers both in-person and online visits — you can switch anytime.
How does scheduling work?+
We make it easy — no calling around only to hear "no availability," and no unreturned messages. We promise to return your message.
Fill out the new-patient registration form and we'll get back to you the same day, or call, text, or email us. After your first appointment, follow-ups are scheduled during your visit by your provider.
How do I communicate with Novus between visits?+
Excellent communication leads to excellent outcomes. Text, call, email, or portal-message us anytime and we'll be back in touch as soon as we can.
Our providers only talk with patients during scheduled visits — it's one of the ways we prevent burnout. Between visits, our support team relays your needs to the on-call provider. If you'd rather speak with your own provider, we'll place you on the waiting list and offer you the first cancellation.
And don't forget pharmacists — they're a vital part of the team and can often answer medication, side-effect, and interaction questions on the spot.
What ages do you see?+
We see patients aged 13 and up. Patients 13–15 must be in concurrent therapy and accompanied by a legal guardian at every visit — unaccompanied appointments are rescheduled and treated as a same-day cancellation.
Patients 16–18 can be seen without a guardian present; guardians' questions are answered at the patient's visit, with additional conversations authorized by the adolescent.
We're actively seeking a Board-Certified Child & Adolescent Psychiatrist so we can expand to younger patients — we'll announce it the moment we can.
Do you provide therapy (counseling)?+
Not as a standalone service. Our focus is the evaluation, diagnosis, and treatment of mental health disorders — frequently including medications — with brief, targeted psychotherapy built into appointments.
Traditional therapy runs 50–60 minutes, 2–8 times per month, building coping skills over time; some therapists offer EMDR, biofeedback, hypnosis, or brainspotting. When counseling belongs in your plan, we'll recommend it and refer you to trusted local therapists.
Do you see veterans?+
Caring for vets is an enormous honor — Scarlett's experience with the VA is part of what led her to create Novus, and every team member has a military affiliation.
Let your VA PCM know you'd like a referral (RFS) to Novus, or let us know and we can request one for you. Note: Active Duty members cannot use TriCare benefits at Novus. Veterans & VA ketamine details →
Can you tell me about the intake forms?+
In short: they maximize our time together and help us get to know you. Intake forms answer the standard questions ahead of time, so your appointment is spent on the unique parts of your experience.
When you schedule, we send a link to the patient portal; the documents section holds your forms (about 20–30 minutes to complete). They're required one day before your first appointment — if they're not submitted, your appointment is cancelled and gladly rescheduled once they're in. Can't complete them online? Come into the office and we'll help.
How do I get my prescription?+
Prescriptions are sent to your pharmacy electronically at the time of your appointment. With rare exceptions, you'll receive enough medication to last until your next visit. Occasionally you may pick up samples at the office.
What are prior authorizations?+
A prior authorization is your insurance company requiring extra justification before covering certain medications or treatments. When one comes up, our team handles the paperwork with your insurer — we'll let you know if anything is needed from you, and we'll discuss alternatives if coverage is denied.
What is the patient portal?+
Your CHARM patient portal is the secure hub for your care: appointment scheduling, secure messaging with the care team, and your intake documents. You'll receive an invitation email when you register — setup takes a few minutes. Open the portal →
What is your cancellation policy?+
Life happens — cancel with 24+ hours' notice at no charge. With less notice (or a no-show), fees apply: $50 for the first occurrence in 12 months, $100 for the second, and a third may result in dismissal from the practice. More than 3 cancellations or reschedules in 12 months moves you to same-day-only scheduling for a while.
Each appointment is held for you alone — we never overbook — so empty slots are losses we can't recoup. Full attendance policy →
What are Point-of-Service (POS) collections?+
TL;DR: it's front-end billing. We don't send invoices after your appointment — any amount due is paid before your visit, through a secure text link.
Providers collecting at the time of service are far more likely to keep billing simple and stay independent; it lets us spend our time treating patients instead of chasing balances, and it means you always know where you stand.
How do I request my records?+
Fill out a HIPAA Release of Information (ROI) form, tell us where to send them, and we'll forward your records within 5 business days at no cost.
Prefer printed records for pickup? Contact the office — we'll send an invoice, and once payment is received they'll be ready within 5 business days.
Does insurance cover ketamine, Spravato®, or TMS?+
Ketamine: we're one of very few clinics applying major insurance toward infusions — often offsetting more than half the cost — and it's 100% VA-covered for qualifying veterans. Spravato®: covered by most plans, often ~$10 with the savings program. TMS: commonly covered after medications haven't worked; we verify benefits and handle prior authorization. Insurance & pricing →
Ready to feel like yourself again?
Register online in minutes — our team responds the same day. Or just call or text (931) 820‑0242.
In crisis right now? Call or text 988 — the Suicide & Crisis Lifeline is free and available 24/7.