FAQs
Find answers to some of the most common questions we get from our clients.
Frequently Asked Questions by Patients
Appointments
Q: What are some of the services that Impireum provides?
It varies depending on the provider, but Medication Management, Anxiety, ADHD, Depression, etc…You can read more about what your provider specializes in on our website under “Treatment Areas.”
Q: How do I cancel an appointment if I’m late?
Please call the office to cancel an appointment after the 24-hour notice period.
Q: How do I reschedule an appointment?
The Patient Portal is the quickest and preferred method to reschedule all appointments via the appointments tab.
Q: How do I access my telehealth appointment?
A telehealth appointment reminder is sent to your email and text messages the day before your appointment via a link to access telehealth appointments.
Q: When is the soonest appointment for a new patient?
That information changes very quickly throughout the day. After registering, check the portal under the appointments tab for the next available appointment.
Q: My spouse also wants to see “Psychiatry/Therapy” will my current provider also see them?
Unfortunately, no! That would be a conflict of interest. A patient will be assigned a different provider within Impireum.
Billing & Insurance
Q: Who do I contact for a billing question?
For any billing questions, please call (877) 631-0010, ext 2 or send a direct message to our billing department via the Patient Portal, or email us at billing@impireum.com.
Q: What are the out-of-pocket costs at Impireum?
Q: What type of Insurance do you accept?
The Practice accepts the following plans:
- Aetna PPO
- Blue Cross Blue Shield PPO
- Cigna PPO
- Medicare
- Tricare East
- United Healthcare PPO
Communication
Q: How do I send a message to my provider?
The Patient Portal is the quickest and preferred method to message your provider(s) via the message tab.
Q: How can I authorize communication with my: PCP, therapist, etc.?
A patient must complete a Release Of Information(ROI) authorizing communication with providers outside of Impireum Psychiatric Group.
Q: How can I send you my old records?
We prefer that all clinical or confidential records be sent via our secure EHR e-fax at (346) 275-2387 or info@impireum.com.
Medication
Q: What is the practice medication refill policy?
Providers only supply enough refills to make it to your next scheduled appointment. Patients must submit all refill requests through your Patient Portal. Calls or faxes of prescription refills will NOT be accepted nor processed.
You must book an appointment if a patient misses or cancels an appointment. A provider may give a partial refill at their discretion once an appointment has been scheduled. Allow 3 business days to process the refill request. The practice reviews all refill requests submitted after 3:00 pm on the next business day.
The practice reserves the right to deny any refill requests if the provider suspects abuse or patients are not taking the medication as prescribed. At your next appointment, your provider may authorize a 30-90-day refill (at the prescriber’s discretion), depending on insurance.
Q: Can I request a change in any medication dosage without an appointment?
No, you must schedule an appointment with a provider to discuss changes in medication.
Q: How do I request a refill?
Please submit a refill request through the portal under the medications tab.
Q: Can I request a change in any medication dosage without an appointment?
No, you must schedule an appointment with a provider to discuss changes in medication.
Q: I am moving out of State. Will I be able to get refills to last me until I get a new provider?
If patients move out of the state they are being seen; the practice will provide a 30-day refill; providers can’t prescribe medication or send refills out of state.
Minors
Q: Can a minor, (patients under the age of 18), be seen without a parent present?
No, a legal guardian must be present with a minor for all appointments.
Q: My child also needs to see “Psychiatry/Therapy” will my current provider also see them?
Unfortunately, no. That would be a conflict of interest. A patient will be assigned a different provider within Impireum.
New Patients
Q: How do I register as a new patient?
You can register on our website by clicking the button in the top right corner that says register.
Q: When is the soonest appointment for a new patient?
That information changes very quickly throughout the day. After registering, check the portal under the appointments tab for the next available appointment.
Patient Portal
Q: How do I access my patient portal?
Two ways to access the patient portal:
Q: How to take ownership of my patient portal account after turning 18?
To take ownership of a patient portal account after turning 18, the patient can either submit a message through the Patient Portal or call the office at 346-361-0100.
Q: Can I upload documents to the patient portal? If not, what other ways can a patient submit them?
The only documents that can load via the Patient Portal are IDs and insurance cards (front and back) under the “Upload Documents” tab. All other documents must be sent via our EHR e-fax at (346) 275-2387 or our email address at info@impireum.com.
Q: How do I update a change of address and phone number in the Patient Portal?
To update your phone number or address, a patient can either submit a message through the Patient Portal or call the office at 346-361-0100.
TeleHealth
Q: What is the protocol regarding Telehealth appointments?
DO:
- A telehealth appointment reminder is sent to your email and text messages the day before your appointment via a link to access telehealth appointments. To ensure a successful session, please Use the latest version of Google Chrome.
- Also, ensure you have a good connection, your device is fully charged, and check all audio and video settings. Choose a well-lit, private space for Telehealth sessions where no one else can listen. Please log in 5 min before the appointment.
- A patient is considered a “no-Show” 10 min past appointment, and the practice will assess a no-show fee.
DON’T:
- The practice will not conduct Telehealth sessions with patients in moving vehicles due to safety concerns. Failure to comply with our telehealth moving vehicle policy will result in a canceled appointment with an added No-Show fee.
- No minors will be allowed to attend Telemedicine sessions unsupervised. A legal guardian must be available for sessions.
- Safety & Privacy: A Telehealth visit is to be terminated immediately as soon as it is discovered that the Patient/Client is in a moving vehicle, either as a driver or passenger.
TMS
Q: What is TMS Therapy?
TMS stands for Transcranial Magnetic Stimulation. Through research, individuals diagnosed with depression are found to have underactive areas of the brain that affect mood. TMS is used to treat depression by stimulating the underactive area of the brain through a series of non-invasive magnetic pulses.
Q: How long is the treatment?
The first session will be the longest. The Doctor will do a mapping to localize the specific area of the brain and administer the first treatment. Follow-up treatments will take from 19-30 minutes. There are 36 treatments, and patients are seen 5 days a week for 6 weeks.
Q: Is there any pain associated with TMS treatment?
Patients typically report a tapping sensation at the treatment site. The sensation is from the magnetic pulsing from the coil.
Q: How long before noticing any results?
This varies from patient to patient, and symptom relief may take a few weeks of treatment. Usually, family and friends will notice changes before the patient.
Q: How long do the results last?
68% of people with treatment-resistant depression maintained their response for 12 months after TMS treatment.
Q: How much does it cost?
We work with your insurance company to get your maximum benefits to cover TMS treatments. The price varies depending on the patient’s insurance plan. For self-pay patients, we offer an 18-month interest-free card to help cover out-of-pocket costs associated with TMS.
Q: Can I stop my medication during TMS?
We recommend that patients continue to take their medications during treatment. Once treatment is complete, a follow-up appointment with your provider is scheduled to discuss the medication management plan.
Q: Do I need someone to drive me to my TMS treatments?
There is no downtime after treatments. Therefore patients can drive to and from their TMS treatment appointments.
Q: Why haven’t I heard about TMS?
TMS has been around since 2008, with growing awareness of mental health; other treatments outside of medications have been growing awareness as well.