At Genesis, our standard is to provide excellence in client care to every client.  We schedule appointments for our clients where the time is reserved for only them.  Unlike most doctors’ offices, we do not double-book clients to ensure our counselors stay full.  Although many of our clinicians have waiting lists, it is very difficult to fill an opening on short notice. Thus, we expect our clients to do their best to keep their appointments as scheduled.

We help clients remember their appointments through reminder calls, texts and/or emails.  This is a courtesy and ultimately our clients are responsible for keeping their appointments.

We understand that life is not always predictable.  We will cancel or reschedule an appointment with at least 24 hours’ advanced notice. You are encouraged to leave a message with our Client Care Coordinators 24 hours a day. You will receive a confirmation call that your message was received and the cancellation was made.

If an appointment is cancelled with less than 24 hours’ notice, or if a client does not show up for an appointment, a $65 no show fee will be charged.  We are glad to waive this fee if there is a true medical emergency. Insurance policies will not pay for missed appointments, so clientsare responsible for this fee.

Your counselor will be happy to discuss the policy and answer any questions you have during your first appointment.  Serving you with excellence is our top priority.

Our primary concern is the safety of our clients and staff.  When inclement weather is forecasted, Genesistypically follows the decisions on closure made by the local public school systems where Genesis offices are located.If there is a clear safety risk in traveling to an office,the office will be officially closed.  We will do our best to communicate this decision on our websiteand on the automated greeting of our phone system.

If the local schools decide to close and the roads are safe for travel, we encourage our staff to work their normal schedule.  We will contact the scheduled clients as soon as possible to let them know if their counselor is available for their appointments and confirm attendance.

If the local schools choose to delay the start of school due to inclement weather, Genesis will typically operate on a normal schedule unless there is a risk for travel.  We will communicate with the affected clients if there is a change to the scheduled appointments.

Please refer to our website and the greeting on our phone system for more details during inclement weather.

As a new client at Genesis Counseling Center we want you to know that serving you with excellence is our top priority.  From your first interaction, our Client Care Coordinators will work to meet your needs to make you feel welcome.  We value each person as a unique individual and feel honored that you chose Genesis.  Our team of licensed counselors is trained to meet you where you are and to help you deal with the specific issues you are facing.

Before you arrive at your first session, you will be registered in our secure and confidentialelectronic health records system which includes appointment reminder notifications and a patient portal for your convenience.  In our patient portal, you can access your appointments, complete new client formsand see your account status.  The forms we ask you to complete ahead of time will help our counselors serve you more effectively and help us track your progress. If applicable, we will also verify your insurance benefits so you will know what to expect regarding payment at the time of service.

When you arrive, and check in at the front desk, the Client Care Coordinators will greet you, ensure you have completed any necessary forms, scan your insurance card and driver’s license (or photo ID), and collect payments due.  Your counselor will meet you in the lobby.  Our counseling rooms are nicely furnished to bring the warmth and comfort of home to your session.  During your first session, your counselor will focus on getting to know you.   Our counselors are committed to your success and will work hard to understand your concerns and address them appropriately through the best treatment approach and planning.

Once your session has been completed, your counselor will walk you to the checkout window to schedule your next appointment.

Here are a few things to keep in mind as you prepare for your first session:

• When you receive our email, promptly register for your patient portal account so that you can access your appointment details and complete new client forms.
• Arrive to your appointment 15 minutes early to allow time to complete any additional steps.
• Bring your insurance card and driver’s license or photo ID to be scanned in your patient chart.
• Please note that copays, deductible payments or co-insurance payments are due at the time of service.
• Children ages 12 and under cannot be left alone in the waiting room.

Finally, take a deep breath and know that you are in good hands with Genesis.  You are not alone in the challenges of life. We are here to serve you.