Support and FAQs

Nirvana expert support for therapists and clients. We handle mental health billing and medical insurance claims so you can focus on care. Contact our Help Desk by email at We'll respond within 48-72 hours.

Frequently Asked Questions

Pick our brain—we're here to answer your most common questions.

Cost and Cancellation

How much does Nirvana’s mental health billing services cost?

Nirvana’s platform is $89.00 each month per therapist and is billed monthly via Credit Card. We offer a full refund within your first 30 days if you are not satisfied with our services.

What is your cancellation policy?

After the 30 day free cancellation period, you can cancel with a month’s notice, no questions asked!

I am not sure if Nirvana will work for me. Can I try it before I commit?

No problem! Nirvana offers a two week no risk (no credit card required) trial period so you can try our product without stress. After the two week free trial period we offer a full refund within your first 30 days if you are not satisfied with our services.

How Nirvana Works:

I do not accept mental health insurance. How can Nirvana help me?

Yes, this just means that you are an out of network or self pay provider. Nirvana can help support your eligible clients to get reimbursed by insurers seamlessly and without effort on your part. 

Our technology automates the mental health claims filing process. It helps you and your clients track the status of their insurance claims, ensuring they are processed correctly so you don’t have to worry about paperwork or frustrating phone calls. Additionally, we bring transparency to clients regarding the cost of their therapy sessions, helping you comply with the Good Faith Estimates required by the No Surprises Act of 2022.

How does Nirvana’s mental health billing platform work?

Once you have onboarded your practice and clients, Nirvana instantly verifies benefits for your clients and automatically files claims on their behalf. We accomplish this by building deep integrations into the top insurance companies and tailoring our billing engine to handle the complex rules and regulations of mental healthcare. This means your clients can get reimbursed without needing to lift a finger or call an insurance company.

How can Nirvana’s mental health billing platform help me with the No Surprises Act of 2022?

We primarily work with providers who are out of network with insurance companies. Nirvana provides support at every stage of the growth journey–from setting up a new therapy practice, to expanding operations, to re-evaluating business operations. 

Our technology automates the mental health claims filing process. It helps you and your clients track the status of their insurance claims, ensuring they are processed correctly so you don’t have to worry about paperwork or frustrating phone calls. Additionally, we bring transparency to clients regarding the cost of their therapy sessions, helping you comply with the Good Faith Estimates required by the No Surprises Act of 2022.

Will I maintain control of my own therapy practice?

Absolutely. Nirvana was built to enable mental healthcare professionals to build strong and healthy practices. You maintain complete ownership over your therapy practice, the rates you charge, and your client relationships. We simply provide transparency in the mental health claims filing or reimbursement process and advise on how to best set your practice up for success.

Can my client contact you for support?

Yes! You or your clients can reach out to us anytime at our Help desk email: We provide a seamless experience for clients as they navigate the mental health insurance reimbursement process and provide live support when they have questions or concerns.

I don’t want you to talk to my clients, is that okay?

Of course.  We are here to help your practice grow in any way that you prefer. You can enroll your clients through the Therapist Portal directly, without any interaction from our end.

I am already working with EHR software. Why should I use Nirvana?

While EHR software manages the clinical side of your practice, Nirvana leverages your EHR to manage mental health insurance billing. Nirvana’s platform seamlessly connects to your EHR to collect only the necessary information for insurance claims filing, without interrupting your workflow. All collected information is HIPAA-compliant.

Which EHR software platforms work with Nirvana?

Today, Nirvana works with SimplePractice, TherapyNotes, and TheraNest. We are always adding more EHRs, please contact us at if yours is not on the list.

Which insurance companies do you support?

We work with almost all major commercial medical insurance plans and strive to add new ones as frequently as possible. We are limited to plans that support electronic verification of benefits. As we are able to support more plans, we will always keep you and your clients informed of these changes. Please find our list of supported insurers here.

What does Nirvana do with superbills?

No more superbills. Instead of generating a traditional superbill, we will file mental health insurance claims automatically for your clients upon completion of each therapy session.

I am currently working with another group practice and/or medical billing companies (such as Headway, Alma, Advekit, or ZocDoc). Can I work with both them and Nirvana?

Yes! Nirvana was built to help therapists grow their practices by streamlining mental healthcare billing and insurance reimbursement. You will always control your rates, client relationships, and private practice. At the same time, you can continue to work with these companies and use Nirvana as a tool for growing and managing your private practice.

How safe is your platform?

We are stringent about the protection of protected health information. Our team members complete mandatory HIPAA training and only have access to information relevant to their department.

Claims Filing and Reimbursements

How often are mental health insurance claims submitted?

Nirvana files claims every day! Our goal is to make reimbursement as easy and as quick as possible.

How long will it take for my clients to get reimbursed for therapy services?

While most clients are reimbursed within two to four weeks, some mental health insurance claims can take up to 90 days to be processed.

What average reimbursement can Nirvana provide for my clients?

On average, we save your clients $122.50 per session. Of course, reimbursement is dependent on payer, policy, location, session, and provider details. You can confirm these details via our Peace of Mind Calculator to get stronger estimates on the amount your clients would save.

Can reimbursement be sent to me?

At this time, we support only practices who want reimbursement sent to the client, however we plan to roll out support later this year.

How do you deal with a claim rejection or denial?

Less than 4% of Nirvana’s claims are denied. We have scrubbing technology to minimize the amount of denials or rejections in the first place. In the few situations that we do have a denial, our team of mental health billing specialists works directly with insurance companies to investigate rejection and denial reasons and refile eligible claims.

Key Technical Details

Does Nirvana support all session types?

We currently support claims filing for the following CPT codes:

90832 - 30 minute session

90834 - 45 minute session

90837 - 60 minute session

90791 - Intake session

90847 - Family or couples therapy with the patient present

90853 - Group therapy

Does Nirvana support add-on CPT codes?

Unfortunately, we do not support add-on CPT codes at this time.

Can Nirvana help with pre-authorizations?

Unfortunately, we do not support pre-authorization at this time.

Can Nirvana help me get credentialed with an insurance company?

Unfortunately, we do not support getting credentialed today.

How do I set sliding scale rates?

While we are not lawyers,  we are here to help your practice grow. The only legal reason to issue a sliding scale rate for a client is financial necessity. As a result , you must set up a process to collect and assess financial need first and develop a rate card accordingly.

What is the No Surprises Act?

The No Surprises Act was enacted to protect clients from unexpected medical bills. While much of the No Surprises Act focuses on emergency services and out-of-network providers at in-network facilities, there are sections that apply to all healthcare providers. As a private mental health practitioner, the sections related to Good Faith Estimates and Balance Billing are most applicable.

What is a Good Faith Estimate?

A Good Faith Estimate is the charge you intend to levy on a client for your therapy services. It helps clients understand what they may be liable for if they seek care with you. Good Faith Estimates are not generally required for emergency services, which by their nature cannot be scheduled in advance.

As of January 1, 2022, the U.S. Department of Health and Human Services (HHS) requires all practitioners to provide Good Faith Estimates for new and continuing clients who are either uninsured or not planning to use their insurance (i.e. pay out of pocket for their care). For clients who choose to use insurance coverage (in network or out of network) to pay for part of their care, you do not need to provide a Good Faith Estimate at this time, since HHS has deferred enforcement. We expect enforcement to begin after HHS releases implementation guidance (which could be days, weeks or months from now). Nirvana can help with providing Good Faith Estimates automatically for all clients, regardless of whether they are planning to use insurance. Our Peace of Mind Calculator provides these estimates in real time. If you are not currently a Nirvana customer, please reach out to our experts at to learn more.

What are the steps to comply with Good Faith Estimates?

In order to comply with the new law, you will need to ask all current clients whether they have insurance and whether they intend to use their policy to cover your services. If the answer to either question is no, you should issue a Good Faith Estimate. To provide a Good Faith Estimate, we recommend you devise a standard charge sheet for the top codes at your practice. For example: 

  • 45 minute therapy session (CPT 90834) - $200 
  • 60 minute therapy session (CPT 90837) - $300

It’s important that all therapists in your practice quote from a standard charge sheet using this CMS-10780 form. These forms can be found in your EHRs, or downloaded separately using the above link. Nirvana can provide comprehensive analytics to help set up your charge sheet in compliance with the No Surprises Act. Please reach out to your Nirvana representative or for more information.

How often do I need to provide Good Faith Estimates to my clients?

Therapists should provide a Good Faith Estimate to all new out-of-network clients moving forward. You will also need to retroactively provide Good Faith Estimates to all current out-of-network clients, to ensure that your practice is compliant with the law. A Good Faith Estimate is valid up to 12 months, or until client insurance status changes (whichever occurs first). Nirvana can automatically track the validity of Good Faith Estimates and provide new estimates as needed.

How do I provide a Good Faith Estimate to clients who are receiving a sliding scale rate?

Your Good Faith Estimate should always reflect your full standard rate – even for clients who are eligible for sliding scale. While you may continue to invoice clients using a sliding scale rate, providing a Good Faith Estimate that reflects a reduced rate can expose you to legal challenges (i.e. a client may be able to appeal your bills). 

Nirvana can help you design your sliding scale process to comply with all federal, state, and insurance regulations. Please feel free to reach out to our experts at

Can I continue to accept reimbursements and bill the client the remaining amount?

As per the No Surprises Act, all clients are protected from balance bills no matter which insurance they have (i.e. you cannot go after your client for any amount higher than copayment responsibility as per their plan benefit). Also, you cannot ask your clients to waive their rights to balance billing. Therefore, if you choose to accept reimbursements, reach out to your Nirvana representative to help establish billing processes that are compliant with this legislation.