Frequently Asked
Questions

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What is a PAQ (Pre-Assessment Questionnaire)?

It is an introductory form to gather demographic information, basic history, and personal identification to initiate enrollment.

How long does the PAQ (Pre-Assessment Questionnaire) take?

The total time for all questions takes approximately 10-15 minutes, and your progress is auto saved. Of course, you can spend more time-sharing details or having a complex case. Our average completion time for complex cases is around 15-20 minutes.

Why would I do this before scheduling an appointment?

A completed PAQ assists us in determining a suitable provider who can offer personalized care for your unique case and confirming your benefits. Our team aims to be prepared to provide you with accurate and valuable preliminary information before scheduling to help you make an informed decision and avoid any unpleasant surprises for both you and us.

What if I do not want to share certain aspects of my history?

We assure you that all your information is strictly confidential and will only be used to give you the best possible care. Don’t feel there are any “wrong” answers; don’t hesitate to include all relevant details.

Will I have to complete this information in the intake forms again before my first visit?

You will need to complete a detailed intake form before your scheduled appointment, which will cover a thorough history. This will save you time from answering these questions again during your initial consultation interview.

Will my personal information be used for any other reason?

All your information collected securely will remain private and be used solely for timely onboarding.

What are the next steps?

Once you click submit, you are welcome to browse the rest of the site. Our office will call you within 24-48 hours to schedule your first visit and discuss your financial responsibility, if any.

What insurances does bonmente accept?

We are contracted with these insurance companies:

  • Aetna PPO
  • Aetna Student Health
  • Anthem HMO/PPO
  • Blue Cross/Blue Shield
  • Blue Shield HMO/PPO
  • Blue Shield MHSA
  • Cigna
  • Cigna / Evernorth
  • Humana
  • Medicare
  • Meritain Health
  • Optum
  • Oscar
  • Tricare
  • United Behavioral Health

We also work with other PPO plans as an out-of-network provider.



How long does it take for my insurance to be verified?

Bonmente collects insurance information as part of the pre-booking process, so we can verify your eligibility and inform you of your coverage benefits and personal responsibility before scheduling any appointments. This typically takes less than a week from when we receive your pre-assessment questionnaire, but can require more or less time depending on patient volume and insurance responsiveness.

What if I need a Prior Authorization for my medication?

Once we receive notification from your pharmacy that a Prior Authorization is required, we will submit the necessary paperwork to your insurance company. Approval of the Prior Authorization from your insurance company may take up to 2 weeks.

What type of mental health provider do patients see at their appointments?

Depending on your need, bonmente will connect you with any of the following mental health providers: 

  • Psychiatrists
  • Therapists
  • Physician assistants
  • Psychiatric nurse practitioners
What is the difference between a psychiatrist, a psychiatric nurse practitioner, a physician assistant, and a therapist?

Psychiatrists are medical doctors that evaluate, diagnose, and treat patients with mental disorders. A psychiatrist is different from psychiatric nurse practitioners, physician assistants, therapists and psychologists because of their status as medical doctors and the extent of their formal training, however many of their job responsibilities are similar.

A psychiatric nurse practitioner (PMHNP) and a physician assistant (PA-C) are not medical doctors, but they share many of the responsibilities with psychiatrists in diagnosing and designing and implementing treatment plans for patients. A therapist (LMFT, LPCC, LCSW) provides talk therapy that consists of different modalities based on the patient needs.

Is a physician assistant or nurse practitioner allowed to prescribe medication?

Yes. Both physician assistants and psychiatric nurse practitioners are licensed to prescribe all medications.

Are all bonmente providers available in every location?

No. The locations listed on the website are all physical locations. Some are telemedicine-only locations where clients may visit to access an online appointment with a provider who is located in another location. Since these visits require specific scheduling, most clients prefer to have telemedicine appointments from home or work.

Some locations are available for in-person appointments with specific providers. Providers may change their schedules on occasion, so availability of a specific provider on a specific date or time may change from time to time. Speak to a bonmente representative about current availability.

What should I expect at my initial evaluation?

Your initial evaluation involves getting a detailed medical history and discussing current issues and symptoms. Please be prepared to answer your provider’s questions.

You and your provider will work together to create a treatment plan that is tailored to your needs. It may consist of medication options, recommendations for labs or other studies like EKG, referrals for psychotherapy, and, if needed, an assessment for a higher level of care. For example, if more intensive care or inpatient care is needed to appropriately address your symptoms, your provider will discuss higher-level treatment programs.

How long are appointments?

Your initial evaluation appointment is 60 minutes. Follow-up appointments are usually 30 minutes. Therapy appointments are usually 60 minutes.

Follow-up appointments are with the same provider, allowing you to get to know each other and work together to optimize your treatment. On some occasions, such as maternity/paternity leave or an unexpected “life happens” absence, you may see a covering provider or be invited to reschedule until your provider returns.

How often do I need to see a provider?

Psychiatric medication management requires periodic visits with a bonmente prescribing provider. Psychotherapy is typically scheduled on a weekly basis. Your bonmente provider may require more frequent visits depending on your specific circumstances.

What happens if a patient misses an appointment?

Bonmente charges for no-shows and late cancellations. To avoid charges, a patient must make all scheduling changes and cancellations at least two (2) business days prior to the date of the scheduled appointment. 

Your credit card on file will be charged the applicable no-show or late-cancellation fee on the day of the missed appointment.

Your insurance company will not reimburse you or bonmente for missed appointments or late cancellations. 

Please note, courtesy calls or emails are just that, a courtesy. Not receiving or noticing a call or email does not excuse a missed appointment or a late cancellation.

What is a telemedicine appointment, and how does it work?

Telemedicine is the healthcare version of online appointments. Although similar to Skype and Facetime, telemedicine is videoconferencing with the high security required of a medical organization.

Patients connect to their online appointment using a mobile phone, iPad, tablet, or computer, as long as the device has a working video camera, microphone, and speakers or headphone jack.

Beyond the virtual meetings with providers, bonmente’s patients can also get access to services like electronic prescriptions.

For many patients, telemedicine outright eliminates time sinks like having to drive in traffic and missing work or school. Telemedicine even allows you the option to keep your scheduled appointment when you are running late or out of town.

How do I request a medication refill?

Refill requests can be made to your provider at the time of your appointment. However, if you need refill assistance and do not have an appointment scheduled, we are happy to help. For refill assistance, email us at refills@bonmente.com or call us at (310) 360-7200. We make every effort to respond to refill requests within three business days.

What is the turnaround time for a prescription refill request, either submitted online or called in to the office?

All medication refill requests require approval from your bonmente provider.

While most refill requests are completed the same day, please allow up to 3 business days as pharmacies are sometimes delayed.

Your insurance company may require a Prior Authorization to be completed before agreeing to pay for your medications. Approval of the Prior Authorization from your insurance company may take up to 2 weeks.

What if I am traveling and need a refill on my medication before my next appointment?

All medication refills require routine appointments. If you are planning to be out of town, please notify your provider during your visit to make appropriate arrangements.

How do I know when my medication is ready for pick up?

Most pharmacies will contact you when your medication is ready for pick up. Prescribed medications are called in or sent into the pharmacy electronically and are typically ready for same-day pick-up based on the pharmacy’s operating hours and workload.

If you do not receive notification from the pharmacy that your medication is ready, please contact them first to determine why there is a delay in completing the submission. If they have been unable to contact us, please notify us by one of the following methods:

  1. Email us at refills@bonmente.com.
  2. Call us at (310) 360-7200.
What if I need an early refill on my medication?

Early prescription refills require authorization from your bonmente provider. Same-day approval and processing is not guaranteed.

What if I have missed my appointment and need a medication refill?

If you missed your appointment and require a medication refill, please contact our refill department in one of the following ways:

  1. Email us at refills@bonmente.com.
  2. Call us at (310) 360-7200.

All prescription refills require authorization from your bonmente provider. Same-day approval and processing is not guaranteed.

In some cases, your provider is legally required to see you before they are able to fulfill your prescription refill request. In these situations, you will be unable to get a refill until you attend your appointment.

How can I update/change my pharmacy?

If you’d like to change your pharmacy, please let your provider know at the time your appointment or you can email our team at refills@bonmente.com.

What if the pharmacy has tried to contact your office but has not received a response?

Pharmacies are able to contact us via fax, email, or telephone. If your pharmacy has not received your refill request within 1 business day, please contact us for a status update by one of the following methods:

  1. Email us at refills@bonmente.com.
  2. Call us at (310) 360-7200.
What if I need a refill after hours or on the weekend?

Medication refill requests are addressed during business hours during the week. We do make an effort to address medication refill requests over the weekend but cannot guarantee such refills on the same day. Please contact us to help us complete your request by one of the following methods:

  1. Email us at refills@bonmente.com.
  2. Call us at (310) 360-7200.
When do I pay for services received?

Payments, including co-pays, are collected at the time services are rendered. Bonmente requires a current payment method be kept on file to simplify the payment process.

Why does bonmente need a credit card on file?

Bonmente requires a credit card on file for patient financial responsibilities. We only charge you for any copayments, deductibles, or coinsurance per your insurance plan. “No Show” fees for missed appointments are also collected from the card on file.

How do I update my credit card on file?

Should you need to change your payment information, please contact our offices at (310) 360-7200. If a payment is declined due to expired or outdated accounts, bonmente will contact you to obtain updated payment information.

Current payment information and up-to-date accounts are generally required to schedule appointments. If you have special circumstances or need to establish a payment plan, please contact us.

Why does bonmente charge for no-shows and late cancellations?

Missed appointments and late cancellations (i.e., the no-shows and late cancellations done without notification of at least two (2) days before the scheduled appointment) are lost opportunities for our new and existing clients. The U.S. is currently experiencing a nationwide shortage of quality behavioral health providers. As such, there are not enough high-quality providers to meet the needs of patients.

In other words, a no-show or late cancellation affects more than just the scheduled patient. It also affects other patients who could have been treated during that lost time.

Where can I make an online payment?

Our online payment portal is a safe, convenient, environmentally friendly and an inexpensive way for patients to make payments, review balance statements, and access important information. To create an account, you will need your most recent statement from our office, as you will be required to authenticate your identity with the Chart ID on that document.

More questions? We’re happy to help!

If you didn’t find the answer you were looking for, please reach out. We pride ourselves on providing not just excellent care, but also extraoridinary service. All questions are welcome.
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