All new client forms must be completed at least 24 hours prior to your first appointment. This includes providing your insurance information. You will complete the forms online in the secure client portal. If the forms are not completed at least 24 hours prior to your first appointment, your appointment will need to be rescheduled.
All clients must be fully dressed, alert, and not intoxicated or under the influence of substances when attending appointments. If there is reasonable suspicion that you could be under the influence of drugs or alcohol, your session will be rescheduled at a more appropriate time.
Please give your full attention during your appointment with no distractions. If you are not able to provide your undivided attention, your appointment will be canceled and rescheduled. For example, it is not appropriate to have your telehealth appointment while you are driving, cooking, reading and composing emails, or engaging in other activities.
If you are late for your session, we will still end at our regular time so that I have time to prepare for my next appointments and I can be on time for them. Please arrive on time to make the most of your session.
If you need to cancel or reschedule your appointment, please reach out to cancel or reschedule at least 24 hours in advance. It is understood that this is not always possible as illness can occur at any time; however, if multiple sessions are missed (no show/no call) or cancelled at the last minute it is difficult to reschedule and will interfere with continuity of care.
If you cancel or reschedule your appointment with less than 24 hours of notice, there is a fee of $60 and this will be charged to the card on file.
Appointment reminders are sent via email or text, depending on the option you have selected.
If there is no communication for 2 consecutive months, I will consider the professional relationship discontinued and your record closed. You will be notified of this via email.
If you are running late for your appointment, please contact me right away to let me know if you are on your way. If I have not heard from you within the first 15 minutes of your session, I will assume that you are a “no-show,” your session will be forfeited, and you will be billed a fee of $60 (even if there is time remaining in your session).
These fees are not covered by insurance. Consistent no show/no call or last-minute cancellations (more than two in a 4-week period) may result in termination of services – this is applicable to all clients regardless of payment and insurance coverage type.
Fees may be waived in the event of a serious medical reason that legitimately makes it impossible for you to cancel or reschedule your appointment with 24 hours of your scheduled appointment time. Each case will be considered individually. Additionally, first-responders such as firefighters, police officers, or other emergency personnel may be exempt from this policy if they are unable to make it to an appointment due to a legitimate employment-related emergency.
Clients who miss multiple appointments without notice may be transitioned to same-day scheduling. In such cases, all previously scheduled recurring appointments will be canceled, and future appointments can only be made on the day of service, based on availability. Regular scheduling may be reinstated once a consistent pattern of attendance is re-established.
Communicating via email or text message is not a secure method of communication. If you choose or prefer to communicate by either of these methods, you are agreeing to the following potential risks:
When discussing any clinical issues or other sensitive information, we will use the secure and HIPAA-compliant messaging system found in the client portal and encourage you to do the same.
If it is your preference to use email or text messages with us for non-clinical matters, such as rescheduling an appointment, you are welcome to do so and a response will be given via the method you used. However, by engaging in communication via email or text, you are acknowledging and accepting the risks involved and you understand that Tranquil Soul Counseling cannot guarantee confidentiality, nor will the practice be held liable for any breaches of confidentiality due to email or text communications.
It is preferred to use email ONLY to arrange or modify appointments. For teletherapy, I may also send you handouts via email if that is your preference (or I may upload them to your client portal). Occasionally, we each may share a link to something we discussed in-session. You should be aware that all exchanged emails become a part of your record and I keep a copy in your chart. If you choose to email me content related to your therapy sessions, note that email is not completely secure or confidential even though I use a HIPAA compliant email. Emails are retained in the logs of your and my Internet service providers. While it is unlikely that someone will be looking at these logs, they are, in theory, available to be read by the system administrator(s) of the Internet service provider.
Emails are responded to within 24-48 hours. If you want to send things securely, the best way is to use secure messaging through your client portal.
Avoid using SMS (mobile phone text messaging) unless it’s regarding appointment times/cancelling/rescheduling.
Communication outside of a scheduled session via email, voicemail, text messaging, or other forms of communication is not a substitute for therapy/counseling services. Additionally, I cannot guarantee a prompt response. If you are having a mental health emergency, please go to your nearest emergency room or call 911 or 988.
Payment is expected at the time of service, including copays or the session fee (if you are not using insurance), and the card on file will be used to collect any copays or session fees. Any deductible or co-insurance will be collected once the insurance company has processed the claim.
It is your responsibility to be aware of your co-pay or deductible before your session. Tranquil Soul Counseling accepts credit cards, HSA, or FSA.
Most major insurance policies are accepted. An estimate of your insurance coverage will be obtained prior to scheduling your first appointment. Sometimes, the information provided by the insurance company to a provider is inaccurate and this is discovered after a claim has been submitted and processed. While this is not common, it does happen. Therefore, it is impossible to be completely sure of your insurance coverage until after the claim is processed. Please communicate any insurance concerns before our first session. If your insurance does not provide coverage, you will be responsible for the full fee of service.
If there is a difference between the information obtained when checking benefits and the information provided after the first claim is processed, I will reach out to the insurance company to ensure the claim was processed accurately.
If there is a change in your insurance coverage, it is your responsibility to let us know.
If you anticipate you will have difficulty paying your bills on time, please be sure to communicate this so we can mutually work toward a solution.
If the payment method on file is declined (if your card has insufficient funds when we attempt to collect payments or the card is not valid), additional sessions will be paused until the balance is paid.
If your balance remains unpaid, therapy may be terminated unless an agreement can be reached.
Fees that remain unpaid after this point may be turned over to small-claims court or a collection service and you agree to allow us to do so in order to collect the debt. If we choose to pursue collection of the unpaid balance, only enough information will be reported in order to collect fees due to the practice.
Sometimes a provider will run into clients outside of therapy. If we are local to each other and this happens, I will not acknowledge you due to your right to confidentiality. You may say hello, if you would like, but you are not expected nor required to do so.
There are many reasons why counseling may end: goals have been reached, you no longer have insurance that the practice accepts, you have relocated to another state, you need a provider with different expertise, or you have financial strain and are unable to afford sessions.
A provider may decide ending therapy is in your best interest if it is determined that the counseling being provided is not effective and it is in your best interest to continue with a provider who has a different approach, if there has been no communication for 3 consecutive months, or if you have defaulted on your balance.
Therapy will never be terminated without discussing it first.
If therapy is terminated for any reason or you request another therapist, you will be provided with a list of qualified counselors. You may also choose someone on your own or from another referral source. If you choose not to continue with another provider, your provider can assist in creating a plan for implementing coping skills after you have concluded therapy.
Additionally, you have the right to discontinue treatment at any time – for any reason – without penalty, punishment, or judgment.
As a courtesy, I will contact your insurance provider before your first appointment to gather an estimate of your coverage. Please note that insurance representatives can occasionally provide inaccurate or incomplete information, often due to misunderstandings about specific plan details.
Final insurance coverage details can only be confirmed once your claims have been processed and returned by your insurance company. If there’s a difference between the estimate we provided and the final outcome, we’ll look into it. However, if the insurance company confirms the processed claim is accurate, you are responsible for any balance owed. We are legally required to follow the insurance company’s determination. While we aim to avoid surprises, we want you to be aware this can happen.
You are responsible for the cost of your sessions if your insurance does not pay. This includes situations where insurance initially covers services but later takes back payment, which is rare but can happen for various reasons. To help avoid surprises, we strongly encourage you to confirm your coverage directly with your insurance provider, especially for telehealth services. Staying informed about your plan details can help prevent unexpected bills.
Issues of confidentiality and privacy, as well as healthy boundaries relating to the therapeutic relationship, are taken very seriously.
As new technology develops and the Internet changes, there may be times when this policy will be updated. You will be notified in writing of any policy changes and provided a copy of the updated policy.
In order to protect the right of client and therapist for privacy, in order to safeguard the confidentiality of information shared between them, and in order to avoid confusion and maintain clear boundaries between client and therapist, Jean Moree has chosen to follow these principles concerning the use of social media:
Tranquil Soul Counseling
221 Bridge Street, Suite 1
Charlevoix, MI 49720
(231) 486-5434
© 2025 Tranquil Soul Counseling, LLC