You’ve got questions?
We’ve got answers.

We currently serve Maryland, Virginia, Michigan, Georgia, and Illinois.

Behavioral health licensure is state-specific, so a clinician licensed in your previous state usually cannot continue treating your child after you move. If you are moving to a state we serve, we can work to transition care. If we are not in your new state, we will help you find a referral.

Yes! We work with parents and caregivers as well.

Yes. Our psychiatrists and psychiatric nurse practitioners can evaluate your child, prescribe medication when clinically appropriate, and manage ongoing medication needs alongside therapy.

Yes. We provide psychological evaluations that can support a diagnosis, school accommodations, or treatment planning. Evaluations are part of our normal intake so no need to schedule separately.

Yes, we offer group therapy as part of our service mix in certain areas. Groups are organized by age and topic, and your therapist can recommend whether a group would be a good fit alongside or in place of individual sessions. Email support@hellobackpack.com if you want more information on group therapy.

Family therapy is one of our core services. Many of the children we serve benefit most when parents, siblings, or caregivers are part of the work. Your clinician will discuss the right structure for your situation.

Yes, we work with kids and adults across a wide range of mental health conditions including ADHD, autism spectrum, PTSD, Tourette syndrome, anxiety, depression, and trauma. Our intake team will match your child to a clinician with relevant experience.

Yes. During intake we ask about your child's specific challenges so we can match to a clinician with relevant experience. If a specialty match isn't immediately available, we will tell you honestly and discuss options.

Yes! Parent coaching gives you tools and tips to support your child at home. We can help with things like setting limits, handling tough behaviors, talking with teens, and more. These sessions are just for parents.

The easiest way is to schedule a quick visit with your child's nurse practitioner. You can also email us at medication@hellobackpack.com or give us a call. We'll help you get set up so your child doesn't run out.

We send refills to your child's usual pharmacy. So please pick up any refills before you leave town. If you have questions, email us at medication@hellobackpack.com. We're happy to help!

Most of your time with your therapist happens during your sessions. If you need to reach out between sessions, you can send a message through the patient portal or call our care team at (866) 968-6342. For 24/7 support, our Care Companion app is always there too.

Our payor partners include UnitedHealthcare, Cigna, Molina Healthcare, Elevance Health, Wellcare, and TRICARE, in addition to state Medicaid managed care plans. Coverage varies by state, so please share your insurance card with our intake team and we will verify benefits before your first appointment.

If you have Medicaid, sessions are typically covered with no out-of-pocket cost. With commercial insurance, your cost depends on your plan’s copay, coinsurance, and whether you have met your deductible. We will share an estimate after we verify your benefits.

Yes! We work with under and uninsured as well.

Insurance claims include basic information like the date of service and a diagnosis code, which is standard for any covered medical care. Insurance companies do not receive your therapy notes or session content. We are happy to walk you through what is and is not shared.

Most therapy services do not require prior authorization, but some plans require it for psychiatry, psychological evaluations, or extended treatment. We handle the authorization process for you. We will let you know if anything is needed before your first appointment.

Yes. If you know your insurance plan name, member ID, or have a photo of the card, we can usually verify benefits with that. We can also help you contact your plan if you need to track down your member information.

95% of our patients get into care within 3 days or less. Specialty services like psychiatry or evaluations may take a bit longer depending on availability in your state.

We will need your child’s basic information, your insurance card (front and back), and a brief description of what is going on. If your child has had previous therapy, evaluations, or is on medication, having those records helps but is not required to get started.

Our intake team verifies your insurance, asks a few questions about what your family is looking for, and helps match your child to the right clinician. The call usually takes 15 to 20 minutes.

The first session is mostly about getting to know your child and family. The clinician will ask about background, what is bringing you in, and goals you want to work toward. For younger children, parents are usually part of the first session.

Most children start with weekly sessions. Frequency adjusts as your child progresses. On average, families complete about 16 sessions with us, but treatment length is individualized.

You can reschedule through your patient portal, our chat assistant, or by contacting our care team. We need 24 hour notice so the slot can go to another family who needs it.

Policies vary by state and plan. Our team will share the specific no-show or late-cancel policy that applies to your account before your first visit, so there are no surprises.

If your child is too unwell to participate, contact us as early as possible to reschedule. Many families also choose to keep the session as a virtual visit when a child has a mild cold but feels up to talking.

If there isn't immediate availability, we will let you know exactly what the wait looks like and your options including telehealth across our service area, a different clinician type, or a referral to a partner. We don't leave families without a path forward.

A few simple steps make the first session go smoothly. Upload pictures of the front and back of your insurance card. Sign the consent forms in the portal. Then log in about 5 to 10 minutes early on the day of the appointment.

We'll email you a secure video link before the appointment. You can also log into the portal or app, find the appointment on your calendar, and click "join now." That will take you right into the session.

We send friendly reminder emails on the day of your appointment. You can also see all your upcoming visits on the calendar in your portal or app.

First, check your email's spam or junk folder. If they're not there, log into the portal or app and click on your calendar to join from there. You can also call or text us at (866) 968-6342 and we'll help right away.

Yes! We'd love for you to join. Being there for the first session helps your child feel safe and lets you meet the clinician too. After that, you and the clinician will decide together when it makes sense to join in.

We offer many appointment times to fit your schedule. When you book, just pick the time that works best. If you're already a patient, log into your portal to see what's open. Times do vary by clinician and state.

Yes! Because our sessions are virtual, you can join from almost anywhere. Make sure you're still in a state where we provide care.

A smartphone, tablet, or computer with a camera and Internet connection. We will email you a secure link before each session. No special software to install.

Many children, especially teens, find virtual sessions feel less intimidating than going to an office. Our therapists are specially trained to engage kids over video using activities, drawing, games, and conversation.

Anywhere private and quiet like a bedroom, an office at school, or a parked car. Privacy and limited interruptions help your child get the most out of each session.

Our clinical team includes licensed clinical social workers, licensed professional counselors, marriage and family therapists, psychologists, and psychiatrists. We also run an accredited 24-month residency program that trains clinicians specifically in pediatric and underserved care.

Absolutely. The therapeutic relationship matters a lot, especially for kids. If something is not working, tell us and we will help find a better match with no awkwardness or penalty.

Yes. Consistency is important in therapy, so your child sees the same therapist for ongoing sessions. If your therapist is out for a planned absence, we will let you know in advance.

Yes! We work to match families with clinicians who reflect their language and cultural background where possible. Tell our intake team what is important to you and we will do our best.

This is one we get a lot. Here is how we designate our staff members. Certified Registered Nurse Practitioner - Psychiatric Mental Health (CRNP-PMH), Accredited psychologists (PhD/PsyD), Clinical social workers (LCSW_C/LCSW/LMSW), Licensed counselors (LCPC/LGPC), Family therapist (LCMFT/LGMFT)

This is one we get a lot. Here is how we designate our staff members. Certified Registered Nurse Practitioner – Psychiatric Mental Health (CRNP-PMH), Accredited psychologists (PhD/PsyD), Clinical social workers (LCSW_C/LCSW/LMSW), Licensed counselors (LCPC/LGPC), Family therapist (LCMFT/LGMFT)

Yes, and we encourage it! When you book your first appointment, you can share what's important to you. We'll do our best to match you with a clinician who fits. Feeling comfortable with your clinician matters a lot.

Sometimes, yes. If it's a good fit, we can match you with a clinician who works with both kids and parents. Other times we may suggest different therapists so each of you has your own space. Your intake team can help figure out the best path.

No. Care Companion supports the work your child does in therapy by offering practice activities and a place to turn between sessions. It is not a substitute for sessions with a clinician.

Care Companion has built-in crisis alerts that escalate to clinician backup if a child says something concerning. It is designed to be a supportive companion, not an open-ended chatbot.

No. Care Companion is free and included as part of care for active Backpack patients. We are happy to help you get it set up if you need.

Parental access depends on your child’s age and state law. For younger children, parents generally have access. For teens, the rules can change and many states give adolescents some privacy from parents around mental health treatment. Your clinician will walk you through what applies in your situation.

Not unless you tell them. We do not share information with schools without your written permission. If you want us to coordinate with a school counselor or share documentation for an IEP, we are happy to do so with a release of information.

Request records through your patient portal or by contacting our care team. We will follow the standard release process to make sure information goes only where you authorize.

Care continues. We need updated documentation to confirm who has authority to make decisions and receive information. Please send updated court orders, guardianship paperwork, or foster placement letters directly to our Care Coordination team at support@hellobackpack.com so we can keep care uninterrupted.

Yes. We can put together a diagnosis letter or form for you. Just call or email us with your child's name, date of birth, and the name of the therapist who made the diagnosis. If it needs to go to a school or doctor, share their info too.

We are not an emergency service. Our Care Companion app provides 24/7 support and can flag concerning content to a clinician, but for active crises please use 988 or 911. We will follow up with care after the immediate crisis is addressed.

Your clinician is trained to assess safety and respond. That can include creating a safety plan with your child, looping you in as a parent, and connecting you to higher levels of care if needed. The goal is always to keep your child safe.

If you need intensive outpatient care, residential treatment, or hospitalization, your clinician will help coordinate that referral and support you through the transition. We stay involved in care planning even when another provider takes the lead.

Yes. Our clinicians can provide documentation, complete forms, and participate in school meetings when appropriate, with your written permission. A formal psychological evaluation may also help support an IEP request.

We support many children with developmental and complex needs. The best path is to start with an intake call so we can understand your child’s specific needs and confirm we are the right fit. If we are not, we will help you find someone who is.

Yes. We are committed to inclusive, affirming care for LGBTQ+ children, teens, and families. You can request a clinician with experience in LGBTQ+ care during intake.

Call or email our care team with the new caseworker's name and contact info. We'll update the account right away. It's also a good idea to let the caseworker know they may start getting messages from us.

Yes. We can send updates to several people, like parents, foster parents, and caseworkers. Just add their contact info in the portal or app, and let our care team know. We want everyone on the care team to stay in the loop.

Please let us know right away. We take privacy seriously and will remove that person's info from the account as soon as you tell us. Then we'll help you make sure the right people are added.

Go to the top of our website and click the white "login" button. You can also download our mobile app if you want to check things on the go. Use the email and password you set up when you joined.

First, try using Google Chrome and make sure your browser is up to date. If that doesn't work, please call us at (866) 968-6342. Tell us the email on your account and we'll help you get back in.

Log into the portal or app and go to your profile. Scroll down to the insurance section and click "upload images." You can take a photo with your phone right there. We need the front and back of the card.

When forms need your signature, a red button will show up next to your child's name when you log in. Just click "missing consent form" and sign right there. If you don't see the button, you're all set!

Log into your patient portal or mobile app. You'll see all past and upcoming appointments on your calendar. You can join sessions, reschedule, or cancel right from there.

Yes, if your child is 16 or older they can have their own portal access. For younger kids, parents and legal guardians manage the portal. This helps keep your child's care safe and on track.