Hurdle understands that people from diverse racial, ethnic, and cultural backgrounds are having a unique experience in this country. Our therapists are highly trained and dedicated to providing counseling that allows you to show up as your whole self. If you ever feel that your therapist is not a good match for you, Hurdle makes it simple and easy for you to switch providers. We take your feedback seriously and are committed to ensuring you have a positive and empowered experience with therapy.

Hurdle provides individual therapy and couples therapy. Hurdle also offers therapy for minors 12+ and families, based on availability.

Register at https://www.hurdle.health. Once you complete your registration, Hurdle will pair you with a therapist best suited to meet your therapeutic needs. We have a multicultural, multi-ethnic platform of therapists who provide culturally responsive care.  

While many of our therapists are Black, we do not discriminate and welcome all races to apply for employment opportunities to meet the needs of those we serve. 

At Hurdle, we value the diverse culture of the world, and train all of our therapists in our proven model of culturally intentional therapy. With our therapists, you can be assured that your narrative will not only be heard and acknowledged, but also put in perspective to understand your experiences. Your culture will always be honored.

Absolutely! There is an opportunity for you to share your preferences when you register for therapy.

Our sincerest desire is for you to have an experience in which you feel confident that your emotional needs are being met and addressed. If you feel that isn’t the case, please contact Member Success, and we can work with you and your provider re-direct your sessions to fulfill your therapeutic needs. In cases where this is not possible, we can also help you switch providers, as needed.

Appointments are typically available within seven (7) days.

During your first session, your therapist will work with you to determine how often you will meet. Most often, our members meet with their therapists on a weekly basis.

If you had suicidal thoughts in the past and are no longer actively suicidal, we can work with you. If you are actively having suicidal thoughts we encourage you to call The National Suicidal Prevention Hotline at 1-800-273-8255 or 911.

No, Hurdle therapists do not prescribe medications. Participants are encouraged to speak with their primary doctor or seek a referral through their insurance to meet with a psychiatrist or other professional to assist.

You are free to stop treatment at any point. Talk with your therapist before ending therapy to align your treatment plan and have a closing out session. The therapist will provide feedback to us. If you would like to return to treatment, please contact hello@hurdle.health. Our virtual doors are always open to you.

Please direct all feedback, concerns, and complaints to hello@hurdle.health.

No, you will meet with your therapist by video. All Hurdle therapy sessions are held virtually, through our secure portal. You will receive a link to join your session in the reminder email and texts for each of your sessions. In addition, your portal will hold all information for upcoming sessions.

You can also join your session through a web-browser on your smartphone or tablet.

1. From the homepage, select “Appointments”, then “Find Appointments” (if you are scheduling from a mobile phone, click the calendar icon to see full date availability).

2. From the dropdown, select “Reason for visit” and choose either Behavioral Health (virtual couples sessions) or Behavioral Health - Telehealth (virtual individual sessions) — your assigned provider’s availability will appear (if you have more than one provider, scroll to the bottom and select the appropriate name from the dropdown).

3. Select a date for your appointment.

4. A new window will appear. If you have any notes that you would like your provider to read before your session, please include them under “Additional Notes.” If there are no notes, you can write “N/A”.

5. Press “Schedule Appointment” and you will then have booked your session. You will receive a confirmation email and your upcoming session will be reflected in your portal.

No problem! You can cancel your appointment up to 24 hours before your appointment time to avoid a cancellation fee. If your appointment is not canceled within that time frame, you will be charged a $20 late cancellation or no-show fee for the first no-show/late cancellation, and $50 for any subsequent no-show/late cancellation. This is necessary because a time commitment is made to you and is held exclusively for you. Sessions may be canceled independently in the patient portal up to 24 hours before your scheduled appointment time. If you would like to cancel within 24 hours of your appointment, please contact Member Success at 724.250.8855 for assistance. 

If a member repeatedly misses (“no-show”) or late-cancels appointments, Hurdle will make further consideration of the continuation of the member’s therapeutic relationship with Hurdle and may charge up to the full cost of the missed session, regardless of health insurance coverage. Members can refer to the Practice Policies & Financial Responsibility Agreement for more information.

You may request an appointment at least 48 hours in advance through your patient portal.

You can send your therapist a message via the secure patient portal. 

Your appointment link will be in an email sent by us (to confirm your appointment and remind you about it). In the email message, click the blue button that says “YOUR APPOINTMENT LINK” OR “GO TO APPOINTMENT.” If you can’t find these emails, check your “spam” or “junk” email folders.

We will also text the link to your smartphone if you have opted in to text reminders. 

If you can’t find the link, you can ask the practice to send it to you again in advance of your session, or log in to your portal to access the scheduled session. 

Be sure that you have entered your up-to-date contact details, including email address and phone number. 

Plan to join your appointment call 5-10 minutes before your scheduled time to check your connection and make sure everything is ready for when your provider joins. Shut down any other open apps, web browsers or windows, as this could slow down your connection and impact the quality of your session. If joining from your smartphone, you may wish to place the device in “Do Not Disturb” mode to prevent interruptions. Ensure your device is fully charged, as low power mode can affect your call and may turn off some features on your device. Before your appointment, get your equipment ready: 

1. Make sure your computer, tablet, or smartphone has all of these:
• An internet connection
• A camera and microphone
• A compatible web browser

Desktop
• Google Chrome (latest 3 versions) for macOS and Windows
• Safari (version 12 and later) for macOS
• Firefox (latest three versions) for macOS and Windows

Mobile
• Google Chrome (latest 3 versions) for Android
• Samsung Browser (version 12 and later) for Android
• Safari (version 12 and later) for iOS (Important: athenaTelehealth is not supported on other iOS browsers, such as Chrome)

2. Check that everything is set up:
a. Make sure that your camera, microphone, and speakers are working (use the quick pre-call device check).
b. Turn off any apps you’re not using to free up bandwidth and memory for better call quality.

3. Lastly, find a quiet space where you can feel comfortable to talk and work one on one with your provider. Be honest with the provider about what you want to work on. Be sure the lights are on or that you are sitting near a window to ensure your provider can see you clearly.

When you join the call, you will be in a private virtual “waiting room.” Please sit tight until your provider joins. 

Don’t start using other apps that use your camera, microphone, or speakers.

This could prevent you from hearing when someone else joins.

Join your call 5-10 mins before your scheduled time to check your connection and make sure everything is ready for when your provider joins.

You can use these browsers to enter your session:

Desktop
• Google Chrome (latest 3 versions) for macOS and Windows
• Safari (version 12 and later) for macOSFirefox (latest three versions) for macOS and Windows

Mobile
• Google Chrome (latest 3 versions) for Android
• Samsung Browser (version 12 and later) for Android
• Safari (version 12 and later) for iOS (Important: athenaTelehealth is not supported on other iOS browsers, such as Chrome)

If your therapist feels it is appropriate for your family member to join a one-time session, they may allow this once. However, if the family member joins more frequently than once, they will need to register for our services to begin couples or family sessions.

Another app might be using your camera. Try shutting down all other apps or restarting your device, and then rejoin your call. This should free up your camera for use.

Your camera may also be blocked or disabled. To make sure your device is set up for a successful call, go through our simple pre-call device check.

Make sure your device volume is up and that you don’t have the sound on mute.

If you have headphones or other speakers connected, check to see if the sound is playing there.

If you’re using Bluetooth speakers, first check that your device and speakers have been set up as a pair. If they are already paired, make sure that Bluetooth is switched to “on” on your device. To make sure your device is set up for a successful call, go through our simple pre-call device check.

Check your sound and equipment:

• Make sure you’re not on mute.
> If you’re on an Android device and this is your first call, you will need to mute and unmute at the start of the call. Your browser will show you a permission check for your camera and microphone. After you give that permission, you will be set and won’t have to do this again.
• Check that your internet connection is working.
• If you’re on a mobile device, make sure you’re connected to WiFi.
• See if your microphone is blocked or disabled and try enabling it.
• If you’re using headphones or a headset, disconnect them and use your device’s speakers and microphone instead.
•If you’re using a Bluetooth headset, you may need to disable Bluetooth as well.
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If that didn’t fix the problem, try checking your device itself:
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• Shut down any other apps. Close other browser tabs and windows.
• They may be using the microphone. They may also be taking up internet bandwidth and memory on your device.
• This includes unused apps, background apps, and streaming apps like Netflix or YouTube.
• Check that your browser isn’t in private mode or an incognito window.
• Disable low power mode on battery-powered devices. Plug the device in to charge to get out of low power mode.
• Restart your device to close down any other apps that are using up power.

Your internet connection could also be causing problems. Try these steps:

• If you’re on a WiFi connection, move closer to the router.
• If your router is in a cupboard or far away from your device, consider moving it to a central location in your home for better overall signal.
• You can also try switching to the 5GHz frequency to increase the bandwidth available to your device.Other devices close to your router could also disrupt your signal. Consider moving those further away.
• If other people in your household are also using the internet, see if they can stop while you make your call.Use an ethernet cable to directly connect to your router instead of using WiFi for a more stable connection.
• Contact your internet service provider. They may be able to help troubleshoot problems and offer different options for faster connection if your signal strength is fine but your speed is slow.

To make sure your device is set up for a successful call, go through our simple pre-call device check.

If you get disconnected, simply refresh the page and rejoin your call.

The cost of therapy will be determined by your insurance agreement or the membership plan that you select. For insurance, you are responsible only for your deductible and you may be responsible for co-insurance or co-payments. Hurdle can help verify your coverage and estimate your co-payments prior to your first session. Hurdle offers a range of membership plans to make therapy affordable for those who pay out-of-pocket. We offer membership packages for individual therapy starting at $78.53 per session. Our standard out-of-pocket rates are $129/session for individual therapy and $150/session for couples therapy without membership plans. 

Payment for self-pay members will be charged to the credit card on file within two business days of the session. If you are insured and have a balance due after your insurance claim has settled with Hurdle, payment will then be processed to the credit card on file.

Hurdle requires that all members have an active credit card on file. If we are unsuccessful with processing payment, you will be notified and asked to provide updated credit card information to avoid any pause in service.

Your membership gives you access to either two tele-therapy sessions (Gold Package) or four tele-therapy sessions (Platinum Package) per month (30 days).

Membership payments are charged to your debit/credit card or FSA/HSA on a recurring basis.

Yes, there are no contracts. You can cancel your subscription at any time. Please note, there are no refunds for unused sessions. All cancellation requests should be emailed to Member Success at hello@hurdle.health.

Unused sessions do not roll over to the following month.

If you’ve used your sessions for the month and would like to schedule an additional session, you are able to pay the per-session rate of $129.

We assess a $20 cancellation fee for the first appointment you miss or cancel with less than 24 hours’ notice, and a $50 fee for subsequent missed or late-cancelled appointments. This is necessary because a time commitment is made to you and is held exclusively for you. If you have any questions about a cancellation fee you incurred, please contact Member Success by emailing hello@hurdle.health. 

Up to 48 hours before your appointment, you may cancel your appointment independently via the patient portal. For cancellations outside of this window, please contact Member Success at 724.250.8855 for assistance in canceling your appointment.

If a member repeatedly misses (“no-show”) or late-cancels appointments, Hurdle will make further consideration of the continuation of the member’s therapeutic relationship with Hurdle and may charge up to the full cost of the missed session. Members can refer to the Practice Policies & Financial Responsibility Agreement for more information.

Memberships cannot be divided between family members. Only the membership subscriber can use the sessions that are included in the membership plan.

Memberships are currently only available for individual therapy use. Couples and family therapy can be scheduled and paid for at their standard per-session rates.

Yes, once you’ve signed up you are all set, but you can cancel anytime.

Yes, you can change your plan by emailing hello@hurdle.health. Any plan changes will be reflected on the next billing cycle.

As a member, you are automatically charged on a recurring basis, which you select when you sign-up for the plan. You can choose to sign up for a monthly plan or a quarterly plan (every three months).

You will receive an emailed copy of the receipt once payment has been processed. If you need additional information, send your request to hello@hurdle.health.

Once you’ve signed up, you will receive an email granting you access to Hurdle’s client portal, where you will be able to schedule your first appointment.

Hurdle is committed to protecting your privacy. Federal regulations allow healthcare providers, who have a direct treatment relationship with patients, to use or disclose personal health information without the patient's written authorization to carry out treatment, payment, or healthcare operations. Protected health information may be disclosed to other health care providers in our practice, without patient's permission, for relevant treatment activities or during consultation/supervision events, yet, this does not occur with clinicians at other companies without a patient's explicit release of information, unless in the case of an extreme emergency such as if it includes information related to imminent potential to harm to self or others. For example, if your current clinician were to consult with your former licensed health care provider at our organization about your condition, we would be permitted to use and disclose your personal health information, which is otherwise confidential, to assist the clinician in diagnosing and treating your mental health condition.