Client FAQS

Scheduling a First Appointment
If you are a new client looking to schedule your first appointment or need additional information about our services, you may call our client support number at 847-565-6400. Or you may fill out the form on our Contact Us page or communicate with us through email at Let us know what you are contacting us about, the best way to reach you, and if we can leave you a message. Someone on our team will be in touch with you as quickly as possible – usually within 24 hours.
Working with our client support team, you will be matched with a therapist who will best meet your needs, goals and schedule. Often, we will be able to arrange your first appointment within a few days or a week.
Our Initial Work Together
During our first one or more sessions together, we want to understand you and how you see yourself. We want to hear about the challenges that led to you to making an appointment as well as your strengths and goals, your current life situation and support networks, and opportunities for change and growth. We talk about our impressions of our work together, share ideas and strategies, and discuss plans and next steps.
Counseling and Scheduling Options
Individual, couples and family therapy sessions typically last 50-55 minutes and appointments are set for one or more times each week. The schedule and duration of sessions can vary based on your situation, goals and needs. For example, we can figure out together ways to tailor your schedule, length of sessions, the location for meeting and how we communicate, as well as the mix of individual, group, and other services that would work best for you.
Attending and Cancelling Our Sessions
Attending sessions on a consistent basis is important for effective collaboration, treatment, and progress. We require at least 24-hours notice for any cancellation of an appointment. Without such notice, we reserve the right to charge you for the missed appointment. We also ask that you provide one week or more notice if you need to miss more than one session in a row (e.g., for vacation).
Hours for Appointments
Our services are provided by appointment only. Generally, there are times available from about 7:00 am to 9:00 pm Monday thru Thursday, with shorter days on Friday, Saturday and Sunday. Each therapist sets their own schedule and tries to provide a mix of day, evening, and/or weekend hours. We can help you in figuring out a schedule that works for you.
Additional Ways of Meeting and Communicating
Connections Health supports client needs where services are best delivered outside our offices in Evanston, including in the home or at school, shopping in a store or online, and in other pre-arranged locations. Connections Health is also able to provide virtual, telehealth services by arrangement for individuals in Illinois.
We appreciate that clients need flexibility in how they are supported and we do whatever we can to be responsive. There are additional costs that are billed for travel, parking, communications, and other expenses related to providing services outside our Evanston offices.
Insurance We Accept
We accept Northwestern University Aetna Student Health Insurance. Ask about Preferred Provider and other coverage options. For Aetna Student Health options, Connections Health collects a co-pay and bills the remainder to insurance.
Billing Support for Out-of-Network Insurance
While we may not be part of your plan, many insurance providers do offer out-of-network benefits. Connections Health is able to provide a super bill as a receipt of payment – with diagnostic and service codes, dates, and other necessary information for you to submit and be reimbursed directly by your insurance provider.
Questions to Ask about Your Out-of-Network Insurance Coverage
To find out about your out-of-network benefits, some questions that can be asked include:

  • Are out-of-network mental health or behavioral health benefits provided?
  • Is pre-authorization required – e.g., from my primary care physician?
  • What is my out-of-network deductible?
  • How much of the deductible has been met?
  • When is the deductible reset?
  • Once my deductible is met, what is the percentage paid of the fee I will be paying?
  • What other services are reimbursed out-of-network that you are interested in at Connections Health – e.g., groups, consultation, telehealth, out-of-office services, case management
  • Are there limits as to the number of sessions or coverage amounts per year?
Good Faith Estimate
You have the right to receive a “Good Faith Estimate” explaining how much your medical care will cost. Under the law, health care providers need to give patients who don’t have insurance or who are not using insurance an estimate of the bill for medical items and services. You have the right to receive a Good Faith Estimate for the total expected cost of any non-emergency items or services. This includes related costs like medical tests, prescription drugs, equipment, and hospital fees. Make sure your health care provider gives you a Good Faith Estimate in writing at least 1 business day before your medical service or item. You can also ask your healthcare provider, and any other provider you choose, for a Good Faith Estimate before you schedule an item or service. If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill. Make sure to save a copy or picture of your Good Faith Estimate. For questions or more information about your right to a Good Faith Estimate, visit or call 800-985-3059.
Private, Self-Pay Model
At Connections Health, we function primarily with an independent, private, self-pay model, without being as subject to insurance or managed care treatment stipulations and information requirements. We believe that this model supports our aims in providing high quality, individualized, flexible, high value, and effective services in collaboration with our clients, their families, and other resources.
Making Payments
Connections Health accepts major debit and credit cards, FSA/HSA cards (Visa, Discover, Mastercard, American Express), and checks. Payments are due at the time of service, unless other arrangements have been made with Connections Health. Your credit card is stored securely in the Connections Health electronic health system and used to cover unpaid services and account balances due.