Appointments & Scheduling

How do I schedule an appointment?
There are multiple ways to schedule an appointment. The easiest options are:

• Call us directly (719) 2024-3429

• Use the therapy portal link

We can also schedule via email or text. To book an appointment, please provide:

• Your legal first and last name

• Date of birth

• Email address (so we can send a portal invite for intake paperwork)

• Insurance information

When scheduling via email or text, please respond promptly. We can send available appointment options, but if there’s a delay, those times might be filled. Quick responses help us find a time that works best for your schedule.

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How long does an initial intake session last?
Intake appointments are scheduled in a one-hour block. This gives you time to talk with the provider without feeling rushed and allows you to determine if we are a good fit for your needs. If your session finishes early, that’s perfectly fine.

We kindly ask that all intake paperwork be completed at least 48 hours before your appointment. This allows us time to verify your insurance with our billing department, which sometimes operates on different hours than our clinic.

If your insurance has been verified but your paperwork is not completed at least one hour before your appointment time, we will need to reschedule your appointment. This ensures we have all the necessary information to provide you with the best care possible.

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Can I switch providers if I feel another provider would be a better fit?
Currently, we are a small practice with one provider. If you feel the provider is not the right fit for you, we are happy to provide recommendations for other providers who may better meet your needs.

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Do you offer same-day or urgent appointments?
We do our best to accommodate urgent needs. General same-day appointments may not always be available.

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Do you offer on-call or after-hours services?
We do not offer on-call or after hour services. For non-urgent needs, please allow us 72 business hours to respond. For urgent/emergent needs outside of regular hours, please contact local EMS, authorities, or crisis resources, such as 911 or 988.

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Cancellation Policy
We kindly request at least 48 hours’ notice for any cancellations or schedule changes.

Cancellations or no-shows within 48 hours are subject to a $75 cancellation fee. We understand that life happens, and emergencies or unforeseen events can arise. In these cases, please communicate with us; we waive fees under certain circumstances.

As a small, family-run practice, we rely on scheduled appointments to provide care for our clients and manage our own schedules. While we do not enjoy issuing cancellation fees, short-notice cancellations or no-shows make it difficult to fill the time and keep our practice sustainable. We appreciate your understanding and cooperation.

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Do you offer telehealth, in-person visits, or both?
We offer both telehealth and in-person appointments. The best option for you can depend on several factors, including your care needs, medication management, insurance coverage, and personal preference.

Because there are many considerations, we’ve created a dedicated page with more details to help you decide what works best. Telehealth Information

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Can I switch between telehealth and in-person appointments?
Most of the time, yes! Switching depends on your plan of care and your insurance requirements. If you’re unsure, we can help clarify what’s possible for your specific situation.

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What technology do I need for telehealth sessions?
We conduct telehealth sessions through our EMR system, TherapyPortal, which is mobile- and desktop-friendly. All you need is a device with a camera and microphone that can access the TherapyPortal link. When you click the link, you’ll enter a virtual waiting room until your session begins.

Services & Eligibility

If I’m seeing another provider for therapy, can I come to Clementine for medication management?
Yes! You are welcome to receive medication management at Clementine while seeing another provider for therapy. We do ask that you notify us if you have another therapy provider and let us know if your appointments coincide on the same day. This helps ensure there are no coding or billing conflicts for your sessions.

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Do you treat couples, families, or only individuals?
At this time, we only provide individual therapy. There may be occasions where a significant other or family member is invited to join a session, but our primary focus is always on the individual receiving services. Family members are sometimes included to support therapy progress or help provide a fuller understanding of the clinical picture, but we do not offer formal couples or family therapy.

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Do you offer any other services?
Currently, we offer the services listed on our Services Offered page.

Looking ahead, we hope to expand and offer additional services such as occupational therapy, nutrition, and other supportive modalities to enhance your overall health journey.

We opened on November 4, 2024, and are committed to slow, thoughtful growth. Our priority is to ensure that both our team and clients have a high-quality experience, without the growing pains that can come from expanding too quickly.

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Can you treat individuals outside of Colorado Springs or out of state?
Within Colorado (outside Colorado Springs): Yes! Our provider is licensed in Colorado, so they can provide care anywhere in the state. Please note that certain services may require a specific number of in-person visits over a set time period due to laws or policies. If you have questions about your situation, please reach out to us directly; we’re happy to help.

Out of state: Currently, no. Our provider is only licensed in Colorado. To provide medication management or other services in another state, a provider must be licensed in that state.

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What age groups do you treat?

At this time, we treat individuals who are 12 years or older.

While our psychiatric nurse practitioner is certified to treat children younger than 12, we believe younger children are often best served by providers with more specialized pediatric training. If we feel another provider would be a better fit, we are happy to refer you and can provide recommendations.

Insurance, Payment & Billing

Do you accept Insurance?
Yes! We accept most major insurances, including:

• Medicare ✅

• Medicaid ✅

• United HealthCare ✅ 

• Anthem / Blue Cross Blue Shield ✅

• Kaiser ✅

• TRICARE ✅

• VA ✅

• CHP+ ✅ (Colorado’s Child Health Plan Plus)

• Aetna ✅

• CIGNA ✅

If your insurance is not listed above, please still reach out. Some plans may go by a different name but still fall under the contracts listed above, so you may still be in-network.

The only major insurance we are not in-network with is Humana. We have applied for credentialing over a year ago, but approval is still pending. Please know this is not due to a lack of effort on our part.

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Do I need to notify you of changes or loss of insurance?
Yes! Please let us know.

If you’ve lost your insurance, we’ll do our best to work with you so you can continue receiving the care you need.

If your insurance has changed, notifying us helps ensure we bill the correct company and avoid any issues with coverage.

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Do you offer a sliding scale or financial assistance?
Yes! If you do not have insurance and feel you may qualify for financial assistance, please contact our staff by phone for more information.

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What if my insurance denies a claim?
If a claim is denied, our billing team will work with your insurance company to determine the reason. Some denials are simple coding errors that can be corrected and resubmitted. Occasionally, claims are denied due to lapses or changes in insurance coverage that we were not notified about. We will work with you to help resolve these situations whenever possible.

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Can you give me a quote for co-pays and expected out-of-pocket costs?
We can help you understand your co-pay, but estimating full out-of-pocket costs can be tricky because it depends on your insurance plan, deductible, and the billing codes used for your session.

When you establish care with Clementine, our intake paperwork includes a financial policy outlining our private pay rates. Your session will never cost more than our private pay rates, but your actual cost may differ based on your insurance contract, plan, and deductible.

For example, a session might involve both therapy and medication management. Each service uses different billing codes, which can affect your final bill. Additionally, we won’t know how far along you are in your deductible until your insurance processes the session.

We know insurance billing can be confusing. We’ll do our best to communicate clearly with you, and you can always reach out to your insurance company directly to confirm your coverage.

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Private Pay?
We do offer private pay rates. 

$250 per hour for the initial consultation

$200 / 60 Minute follow-up/ Medication Consultation

$175 / 45 minute follow-up

$150 / 30 minute follow-up

$75 / 15 minute follow-up

• Last updated November 2025

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Cancellation Policy
We kindly request at least 48 hours’ notice for any cancellations or schedule changes.

Cancellations or no-shows within 48 hours are subject to a $75 cancellation fee. We understand that life happens, and emergencies or unforeseen events can arise. In these cases, please communicate with us; we waive fees under certain circumstances.

As a small, family-run practice, we rely on scheduled appointments to provide care for our clients and manage our own schedules. While we do not enjoy issuing cancellation fees, short-notice cancellations or no-shows make it difficult to fill the time and keep our practice sustainable. We appreciate your understanding and cooperation.

Medication & Prescriptions

Do you offer medication management?
Yes! We provide both therapy and medication management, including for controlled substances.

Please note that federal and state laws affect how controlled substances can be prescribed and may influence whether visits need to be in-person or via telehealth, as well as follow-up schedules for medication changes.

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What is a psychiatric mental health nurse practitioner (PMHNP)?
A psychiatric mental health nurse practitioner (PMHNP) is a registered nurse (RN) who has completed (at a minimum), a master’s program and has earned an advanced degree and board certification in the field of psychiatric-mental health nursing. Our providers are bound by the nursing framework, bound by the scope of practice set forth by the State of Colorado and bound by the Colorado Board of Nursing. We are not willing to deviate from our education and scope of practice for any reason. We want to be very clear that our provider is NOT a physician and is NOT a psychiatrist. 

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Can my primary care physician manage my mental health medication?
Legally, yes. A PCP can prescribe and manage psychiatric medications.

However, a provider who specializes in mental health brings additional expertise that can be crucial for optimal care. This includes:

• Specialized training in diagnosing and treating a wide range of mental health conditions

• Expertise in managing complex medication regimens, including interactions and side effects

• Ongoing monitoring and adjustment tailored specifically to mental health needs

• Access to evidence-based therapy approaches and integration with broader mental health support

Seeing a mental health specialist can provide more focused care and support for your long-term emotional wellbeing.

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What is your policy on prescription refills?

If you need to request a refill from us, you can do so via secure message, text, or phone call. Texting is the fastest method, as we can send the prescription to the pharmacy between client sessions. Of course, you may also leave a voicemail or use another method if you prefer.

Please include:

• The medication name

• The dosage

• The pharmacy where you would like the prescription sent

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The pharmacy does not have my medication in stock. What should I do?
We understand how frustrating this can be. Medication shortages are unfortunately common, and we do not have a system to track which pharmacies have a particular medication in stock.

To get your prescription filled as quickly as possible:

• Contact pharmacies in your area to see if they have the medication.

• Once you find one that does, send us a text (the fastest method) with:

  • Medication name and dosage

  • Pharmacy name, address, and phone number

We can send the prescription to the pharmacy promptly, even between client sessions. Of course, you may also leave a voicemail or use another method if you prefer.

Support & Emergencies

What happens in case of emergencies or crisis situations?
If you are experiencing a medical or psychiatric emergency, please contact 911 immediately. Some crisis situations can be managed in an outpatient setting, but if you are unsure, always err on the side of safety and call 911.

We do not offer on-call or after-hours services. To support you, we have created a resource page with crisis intervention options / resources. If you are experiencing heightened symptoms that do not meet emergency criteria, please contact us. We will do our best to get you in promptly and provide the resources, medication adjustments, or support you need.

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Can I communicate with my provider between sessions?
Yes! TherapyPortal allows for secure messaging, and you can also call or text our direct phone number, which is HIPAA-secure.

Please note: some inquiries may be managed by our support staff rather than the provider directly. This helps ensure timely responses and allows the provider to focus on scheduled appointments. We appreciate your patience and understanding, as managing messages efficiently allows us to continue providing high-quality care for all clients.

Other & Policies 

Can I provide Feedback?
Please! Please, give us feedback. Feedback on your experience with Clementine, our staff, anything. Clementine exists for you, and you are the only reason we are here. 

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What makes Clementine different from other clinics?
Clementine is a family-owned and operated clinic, and that foundation shapes everything we do. What truly sets us apart is our approach to mental health care.

Our provider, Keenan, has a unique background: he began as a nurse in acute care, became a primary care provider, and then pursued board certification in psychiatric mental health. This dual training—both general medicine and mental health—gives him a holistic perspective.

Most primary care providers receive limited mental health training, and most mental health providers have limited general medicine training. Keenan’s dual expertise allows him to understand how physical and mental health are deeply intertwined. This means he can tease apart complex connections between the body and mind, providing care that considers the whole person—not just isolated symptoms.