What to Expect on Your First Visit!
Welcome to Therapy Trails!
We’re so glad you’re here and look forward to partnering with you and your family on this journey. To help you feel prepared and informed, we’ve put together some important details that address common questions and outline what to expect—both at your first visit and moving forward.
Please take a few moments to review this information before your first appointment. We’re here to support you every step of the way!
Be sure to download our First Visit Guide for highlights as to what to expect!
OVERVIEW OF TOPICS COVERED:
Clinic Information
Accepted Insurances
What To Expect @ Time of Visit
To-Do’s Before Your Appointment
Estimated Payment At Time of Visit
Review of Clinic Policies
Clinic Information & Accepted Insurances:
We’re a family-owned business that began with a big heart and a small space—and thanks to our amazing community, we’ve grown to two locations in the Augusta area!
(Want to hear more about our journey? [Click here to read our story!])
You can find us at:
Grovetown Office: 5176 Wrightsboro Road
Evans Office: 536 Grand Slam Drive, Suite D
We currently accept the following insurance plans:
BCBS/Anthem
Tricare
Cigna
Aetna
GA Medicaid
Amerigroup
Peach State
CareSource
If your insurance isn’t listed, we’d still love the opportunity to work with you! Please contact our front office at info@therapytrailsga.com and our billing team at billing@therapytrailsga.com to explore your options.
What to Expect @ Time of Visit
We’re excited to welcome you to Therapy Trails! When you arrive, please check in at the front desk. If there is any paperwork that hasn’t been completed prior to your appointment, you’ll be asked to finish it at this time. Any estimated payments, including $150 for all private insurance and self-pay patients, will be collected at check-in.
Your therapist will then meet with you and your child to review medical and developmental history, as well as any concerns you may have. Based on this information, the therapist will administer an assessment tailored to your child’s needs. This helps us identify their strengths and areas that may benefit from support.
Following the assessment, the therapist will discuss initial impressions and review a recommended treatment plan with you. If ongoing therapy is suggested, we’ll begin the process of obtaining any necessary insurance authorizations.
Please note: It may take up to two weeks for follow-up sessions to be approved and ready for scheduling. If your preferred time isn’t immediately available, we may place you on a “flex schedule,” where appointments are scheduled week-to-week until a regular time slot opens up.
We’re here to help guide you every step of the way!
Tasks to help you prepare for your appointment:
Complete new patient intake paperwork (sent via email)
Complete therapy-specific questionnaires (sent via email)
Speech Therapy
Occupational Therapy
Physical Therapy
Feeding Therapy
Review and sign Estimated Insurance Coverage (EIC) form (sent to private insurance patients via email)
Be prepared to pay $150 at initial visit (private insurance and self-pay patients)
Ensure we have the necessary documents for insurance:
Hearing Screening (For speech therapy patients with GA Medicaid, Amerigroup, Peachstate, Caresource)
Copy of IEP, IFSP, 504-Plan
Copy of Declaration of Intent to Homeschool
Bring insurance cards
Estimated Payment At Time of Visit
All private insurance and self-pay patients will owe $150 at the initial appointment. If your insurance covers more than expected, any overpayment will be credited to your account or refunded. If your insurance covers less, you may receive a bill for the remaining balance.
Coverage and payment vary between insurance companies and individual policies. We highly recommend contacting your insurance provider directly to understand your specific benefits, including what services are covered and your estimated out-of-pocket costs.
While our office will do our best to provide an estimate for your session costs, please note that your insurance company makes the final determination regarding coverage and payment.
Review of Clinic Policies
Our clinic’s policies are designed to protect both patients and staff, support the highest quality of care for children, and ensure meaningful progress is achieved.
Please review the policies below, which we follow closely to support effective care and a safe environment.
ATTENDANCE & CANCELLATIONS
A $25 fee will be charged for late cancellations (less than 24 hours) or no-showing for an appointment.
A “no-show” is defined as an appointment that is cancelled less than 3 hours before the scheduled time OR an appointment that is missed without warning. Three late arrivals to appointments (5-10 minutes later than scheduled time) will also to equate to 1 no-show appointment.
The patient will be discharged or placed on a “flex plan” (week by week appointments) if 50% of scheduled appointments are cancelled, missed, or arrived late within 90 days. To avoid this fee or discharge from treatment, please cancel appointments as soon as possible and attempt to reschedule the missed session.
Additionally, if you arrive late for a scheduled appointment, the session will still end at the scheduled time. Your late appointment will be canceled if you arrive more than 10 minutes late (for 30- min session) or more than 20 minutes late (for 60-min session).
PATIENT & STAFF SAFETY POLICIES
At Therapy Trails, the safety, comfort, and well-being of your child—and our team—are our top priorities. We are committed to creating a safe, nurturing, and respectful environment where children can grow and thrive through therapeutic support. To help maintain this standard, we ask that all families review and acknowledge the following safety guidelines.
1. Respectful Conduct
We have a zero-tolerance policy for any form of verbal abuse, physical aggression, intimidation, or inappropriate behavior toward staff, therapists, or other families.
Mutual respect is essential in creating a safe and positive space for healing and growth.
2. Supervision and Parent/Guardian Responsibility
A parent or legal guardian must accompany the child to and from our office building, unless prior arrangements are made with clinic staff.
Children must be supervised at all times when not in session, including in waiting areas, restrooms, and parking lot.
Siblings not receiving services must remain with their parent/guardian and may not enter therapy rooms unless invited by the therapist.
We ask that parents or guardians drop-off and pick-up their child inside the office, instead of the parking lot. This will help avoid dangers and risks outside, especially around cars. Once the patient is outside the clinic building, and also before/after the appointment time, the patient's safety and supervision is the responsibility of the parent or guardian.
Therapy Trails, including its owners, employees, contractors, and affiliates, are not responsible for any injuries or accidents that may occur on clinic premises, including but not limited to in the waiting area, treatment rooms, restrooms, parking areas, or while using any therapy or exercise equipment provided by the clinic.
3. Health & Illness Policy
If your child is experiencing symptoms of illness (fever, cough, vomiting, rash, or any contagious condition), please contact us to reschedule your appointment.
We follow strict infection control procedures, including hand hygiene, disinfecting therapy spaces, and may require masks based on public health guidance.
Please do not bring sick siblings or family members into the clinic.
4. Therapy Environment Safety
Please refrain from bringing any weapons, hazardous items, or personal toys/items that may disrupt therapy sessions.
For your child’s safety, follow all signage and staff instructions while in the clinic.
Only trained service animals are permitted in therapy areas; please notify us in advance if this applies to your visit.
5. Therapy Equipment Safety
To ensure a safe and effective therapy experience, all children must use therapy equipment under the direct supervision of a licensed therapist or trained clinic staff. Our equipment is designed for therapeutic use only and is not intended for unsupervised play.
Children may not climb, swing, or handle therapy equipment without staff guidance.
Parents/guardians must ensure their child does not enter therapy areas or use equipment before or after their scheduled session.
Siblings and non-participating children are not permitted on or near therapy equipment at any time.
Any damaged or unsafe equipment should be reported to staff immediately.
Therapy Trails is not responsible for injuries resulting from misuse of therapy equipment outside of supervised sessions. By attending services at our clinic, parents/guardians acknowledge and accept responsibility for ensuring that their child and any accompanying minors follow all posted and verbal safety instructions.
Participation in therapy and use of clinic facilities may involve inherent risks, and parents/guardians voluntarily assume full responsibility for any resulting injury or loss.
6. Privacy and Communication
All clinical discussions and records are kept confidential according to HIPAA regulations.
Please refrain from taking photos or videos inside the clinic without explicit permission.
We encourage open, respectful communication with our therapists and staff to ensure the best outcomes for your child.
FINANCIAL DISCLOSURES
Payment Policy: Patients are responsible for all costs not covered by insurance. In the event that a third-party payer source determines that rendered therapy services are “not covered” or otherwise denied, patients will be responsible for all outstanding charges. If fees are not paid in full, treatment sessions may be postponed or cancelled until payment is received. Payments (including session fees and/or co-pays, if applicable) are due at the time of service. Overdue accounts may also be reported to a Credit Bureau. Refunds will be issued only in instances of overpayment.
Initial Evaluation & Re-Evaluation Fee: At each evaluation appointment, $150 will be required at check-in, regardless of insurance. Once the EOB is received, this payment will be applied toward deductible, co-pay, co-insurance, or any other outstanding balance. If insurance covers visits in full, this payment will be fully reimbursed. However, if insurance requests more than this amount, you will be billed for any remaining visit costs.
Insurance Policy: You are responsible for knowing your insurance policy. For example, you will be responsible for any charges if any of the following apply: (i) your health plan requires prior authorization or referral before receiving services at Therapy Trails, and you have not obtained such an authorization or referral; (ii) you receive services in excess of such authorization or referral; (iii) your health plan determines that the services you received at Therapy Trails are not medically necessary and/or not covered by your insurance plan; (iv) your health plan coverage has lapsed or expired at the time you receive services at Therapy Trails; or (v) you have chosen not to use your health plan coverage. If you are not familiar with your plan coverage, we recommend you contact your carrier or plan provider directly.
Insurance Changes: If the patient’s insurance plan changes, our front office and billing department must be notified immediately. Additionally, a copy of the new insurance card must be received by our staff. If Therapy Trails is not notified of the change in insurance plan or policy, the patient will be responsible for any cost incurred as a result. This may include, but not limited to; (i) your new health plan requiring prior authorization or referral; (ii) you receive services in excess of such authorization or referral; (iii) your new health plan determines that the services you received at Therapy Trails are not medically necessary and/or not covered by your insurance plan; or (iv) you have chosen not to use your health plan coverage.
Insurance Remittance: If your insurance carrier does not remit timely payment on your claim, you will be responsible for payment of the charges within the terms set forth herein. Once your insurance carrier processes your claim, we will bill you for any remaining patient responsibility deemed by your insurance carrier. If any payment is made directly to you for services billed by us, you agree to promptly submit same to Therapy Trails until your patient account is paid in full. If you make a payment that results in a surplus on your account, you authorize Therapy Trails to apply the overpayment to any other account for which you are financially responsible, including your account, a member of your family’s or dependent’s account, or on any account for which you are a Financial Responsibility Party, and any remaining balance will be returned to the payor.
Outstanding Balances: If outstanding balances are left unpaid, you risk the patient being removed from the schedule until a payment is received. Any patient with a balance of $200 or greater will not be seen for any services until a payment is received.
Estimated Costs: Our office may provide you with an estimated summary of anticipated costs. This is only an estimate of benefits. This is intended to be a “best-guess” as to what you will owe for visits. We will not know exact amounts until visits are billed (approximately 30–90-day turn-around). We recommend that you also speak with your insurance company to find out additional information. This estimate is based on the insurance company’s web portal and does not guarantee that the patient’s diagnosis or billed procedure codes are a covered service. The patient will still be responsible for any additional insurance costs that are not included on the estimated summary.
Billing Procedure Codes: Your child’s therapist will bill procedure codes to their insurance based on the services provided in the therapy session. Based on the CPT procedure codes billed and the contracted rate with insurance, you will be responsible for any patient responsibility as assigned by the child’s insurance company. We recommend that you speak with your insurance company to find out additional information in the coverage of these codes. A list of procedure codes commonly used in therapy sessions was provided with your Estimated Insurance Coverage form and/or it can be requested at any time.
Medicaid: If you are a Medicaid (or Medicaid CMO) patient, you must present a valid eligibility card at the time of registration and prior to the time of service. Without verification of coverage, you will be responsible for the full/entire balance of your account. As a courtesy to you, your account will be billed to Medicaid when we receive all necessary information. You are responsible for non-covered portions and spend-down requirements associated with your individual coverage. If at any time you are not eligible for Medicaid/CMO coverage and wish to be seen, you will be treated as a self-pay patient and must make payment at the time of service.