Policy 

It is the policy of Twin Cities Therapy and Counseling to pursue collection of client balances from clients who have the ability to pay for services. Collection procedures will be applied consistently and fairly for all clients regardless of insurance status. All collection procedures will comply with applicable laws and with Twin Cities Therapy and Counseling’s mission. Collection agencies and law firms may be enlisted after all reasonable collection and payment options have been exhausted. Agencies may help resolve accounts where clients are uncooperative in making payments, have not made appropriate payments, or who are unwilling to enter into a reasonable payment plan. Collection agency and law firm staff will uphold the confidentiality and individual dignity of each client. All agencies and law firms will comply with all applicable laws including HIPAA requirements for handling protected health information. 

Purpose

This Policy establishes reasonable procedures regarding collection of client accounts, including actions that may be taken by Twin Cities Therapy and Counseling, or contracted external collection agencies and law firms.

Policy Statements

We understand that medical bills can feel stressful. Our goal is to work with you in a fair, respectful, and transparent way if you have a balance with us. This policy explains how we handle billing and debt collection in accordance with applicable law and our mission.

1.  Transparency.  We believe in being open about how we handle medical debt.

• This policy is always available on our website and can be provided to you by mail or email if you ask.
• It explains how we communicate about balances, how we may refer unpaid accounts to collections, and when we stop collection efforts.
  
  

2.  Communication About Bills.   If you owe a balance, we’ll reach out respectfully and do our best to answer your questions. We will communicate with you in the following ways:

• In person before, during, and after services
• Periodic statements, written letters, and notices delivered electronically via the client portal or U.S. mail.
• Telephone calls
• Email if requested by you
  
  

If you have questions or would like to dispute a bill, you can send us a message via your client portal or email admin@tctca.com.

3.  Outstanding Medical Debt.  We will not deny or delay medically necessary care to you or a member of your family or household just because you have an outstanding balance with us, regardless of whether the care or service may be available from another healthcare provider. As a condition of providing medically necessary care or services, we may require you to enroll in a payment plan for the outstanding medical debt.

4.  Payment Options and Financial Hardship.  We know financial situations can vary. You can request a payment plan if you need extra time to pay. If you share financial information about your situation, we’ll take that into account and do our best to offer a reasonable payment arrangement. If your circumstances change, we’ll work with you to adjust the plan.

5.  When We Use Outside Collections.  If a balance remains unpaid after repeated contact and payment opportunities, we may refer your account to a licensed collection agency or attorney.

• We’ll always send notice and try to work with you directly to find a solution before referring your account for collection.
• Once referred, the collection agency must follow all Minnesota and federal debt collection laws, including respectful communication and fair practices.
• We will stop all collection efforts when: (1) your balance is fully paid or forgiven; or (2) determine the debt is uncollectible due to hardship or other circumstances.
  
  

6.  Your Rights.  You have the right to:

• Ask for a copy of this policy at any time.
• Share financial hardship information or request a new payment plan.
• Dispute a bill if you believe there’s an error — we’ll pause collection on that part of the bill while we review it.
• Contact the Minnesota Attorney General’s Office if you believe state collection laws have been violated.
  
  

7.  Updates to This Policy.  We review this policy regularly to ensure it stays up to date with Minnesota law. If we make changes, we’ll post the updated version here and make it available upon request.

Rev. 10/2025