Frequently Asked Questions

A: Grow shares best practices and standards to further our common goal of providing high-quality mental health services and setting our providers up for success. Grow's platform, including its billing and telehealth resources, and these best practices help ensure that services provided through Grow's platform meet regulatory, legal, and ethical standards.

A: These best practices documents are more detailed and offer more specific information, with recommendations for your clinical and billing practices through Grow based on legal, regulatory, and ethical standards. As noted in the documents, you will see many of the same items in the Community.

A: Grow's contracts with payors categorize us as a national group practice regarding their note and billing requirements. At the same time, you are responsible for your clinical decisions, how you scale your practice, and what types of clients you work with!

A: Profiles may be temporarily disabled from search views under certain circumstances, such as when our team is investigating a quality concern like a client complaint or grievance or if there is a pattern of provider no-shows. Someone from the Grow team will reach out to notify you of these situations and partner with you to resolve the issue as quickly as possible. Once the issue is resolved satisfactorily, profile visibility is turned back on.

A: Grow Therapy offers providers the option to have Grow run external marketing services to increase providers' caseloads. This option includes Grow duplicating your Grow Therapy profile on ZocDoc for all providers and allowing providers to opt into us creating a Psychology Today profile as well. Grow Therapy covers the costs of these profiles and manages all incoming client requests. The availability you list on your Grow Therapy profile matches those on these other sites, and we make every effort to match clients with the provider they initially requested to see. If their availability does not match or a provider does not accept particular insurance, we will refer the prospective client to another provider in our network. Learn more here.

A: Grow's prescriber E/M note templates were designed to meet CMS and payor requirements. While we do not offer e-prescribing or lab integration, Grow will reimburse each NP up to $55/month to cover an external e-prescribe tool. Check out this resource to learn more, and sign up for this benefit.

A: Our Onboarding team has been working diligently to ensure this information is readily available as new providers decide which insurance they want to accept. Our Product team is working on a way for this information to appear in your provider portal soon. As of October 2024, the following payors require a therapist who is seeing a client through Grow Therapy to use MIC and encourage their members to complete the PHQ and the GAD regularly:

A: Our Clinical Excellence team has a chart review checklist, multiple recorded webinars, and handouts on documentation requirements when billing commercial insurance. We've also contracted with a well-known national documentation expert, Barbara Griswold, and have her recorded webinars accessible to Grow providers to learn more. You can find all of these resources in the Clinical Resources section of the Community.

A: We encourage providers to discuss this directly with their clients at the start of the treatment relationship. Clients often contact Grow Therapy to reach their provider if they do not hear back within 24 hours. Responding within 24 hours is an understandable expectation from clients and is consistent with ethical standards. Since Grow Therapy does not share provider contact information with clients, the Provider Support team may forward the client's message to you. Please respond to your clients as soon as you are able.

A: We know it takes a fair amount of psychological strength and courage to book an appointment with a new provider. We want to help ensure that the first visit is as positive as possible. Clients have specifically chosen you as a provider and booked an appointment based on your calendar availability. We ask that you keep the first scheduled appointment with a new client so that you can assess their needs and determine if they fit with your practice. We encourage providers to schedule a follow-up visit before the end of the first visit so that a client can book a second appointment. We have educational materials available in the Community on building rapport with new clients so that they will continue in care. Please see the Clinical Resources section of the Community for more information.

A: It depends. Complaints or grievances received from a payor are not typically anonymous. Our Senior Grievance Specialist, who processes these complaints, will reach out to you with details of the complaint so as to learn your perspective on the situation using a non-judgmental approach. While Grow is required to respond directly to the payor directly, we aim to include the provider's perspective on the situation. However, there are some cases when a client or family member requests to remain anonymous after filing a complaint or grievance directly through Grow Therapy. In these situations, our Escalation Specialist team will typically reach out to you to share the situation and attempt to obtain a resolution without sharing specifics about who filed the complaint.

A: You can contact support through the Help Widget in your provider portal, and they can investigate the source of the referral.