Frequently Asked Questions

INSURANCE & PAYMENT POLICY

Zea Psychiatry is an out-of-network provider, which means that we do not participate in Medicare, Medicaid, or any other insurance plans. You are responsible for the full cost of the session, and should contact your insurance to determine if you have out-of-network mental health benefits.

Most patients submit for reimbursement through their insurance. At the beginning of each month, we can provide you with a monthly invoice with all the necessary information to submit to your insurance for out-of-network services. For instance, superbills for the previous month will be sent to you by mid-month (eg. January superbills will be sent to you by mid-February). Then, your insurance will be able to reimburse you directly.

The default payment method at the time of visit is the credit, debit, FSA/HSA card or ACH bank account information you submit. At this time, we are unable to accept payments by cash or check for visits.

Our fees are comparable to other psychiatrists with similar credentials in NYC. Please schedule a free 10 minute New Patient Introductory Call to discuss the fee schedule.

IN OFFICE VISITS

Dr. Duan sees patients 2 days per week in an office conveniently located near Union Square. Currently, she is seeing patients on Thursdays and Fridays. Please note that patients <18 years old should be accompanied by a parent/legal guardian for all in person visits.

TELEPSYCHIATRY VISITS

Telepsychiatry is a form of telehealth/telemedicine that allows you to conveniently access psychiatric care through an audio-video interface with network and software security protocols in place that protect patient confidentiality. Secure platforms used can include Google Meet, Zoom, and other applications over private WiFi and cellular networks. Public internet and WiFi are not confidential. Please be aware that some out-of-network insurance plans do not cover telehealth/telemedicine visits.

SCHEDULE AN APPOINTMENT

You can schedule an appointment here. If you are a potential patient, please schedule a free 10 minute New Patient Introductory Call first. Early morning and late evening weekday appointments are sometimes available.

VIEW UPCOMING APPOINTMENTS

You may view your upcoming appointments by clicking the BOOK NOW button, selecting "Manage Appointments," and entering your e-mail.

CANCELLATION, MISSED APPOINTMENT & LATE POLICY

We understand that life can be unpredictable. With enough advanced notice, we will try our best to work with your circumstances.

If you are running late for an appointment, please notify the office as soon as possible via email (info@zeapsychiatry.com) and phone voicemail (‪332-203-3340‬) about your circumstance so we can make appropriate arrangements. If you are 15 minutes late for an appointment, the appointment will be marked as missed and you will be responsible for the full cost of the appointment.

If you need to cancel/reschedule an appointment, please give 48 business hours advanced notice or else you will be charged in full. Business hours are considered weekdays from Monday through Friday and exclude all Federal holidays. Missed appointments will be charged in full. Please note that insurance companies can only be billed for sessions that occur, and will not reimburse for these late cancellation and missed appointment charges.

The best way to cancel/reschedule is by clicking the BOOK NOW button, selecting "Manage Appointments," and entering your e-mail. Notice can also be provided by phone call, voicemail, or e-mail, and NOT text message.

The office makes an effort to send appointment reminders to the e-mail or cell phone you provided on your intake form. If the appointment reminder is not received, the 48 hour cancellation policy still applies.

COMMUNICATION

You can contact us by phone call, voicemail, or e-mail. Some clinicians do not respond to text messages. For more pressing matters, please call your clinician first. If you have a less pressing matter, you may e-mail your clinician. For significant clinical questions, please book an appointment with your clinician.

Please be aware that the office is not staffed 24/7 and we may not be able to return your call immediately. Whenever possible, voicemail and e-mail messages are returned within 2 business days. Messages left after Friday 5PM and on weekends may not be reviewed until the following business day. Business days are considered weekdays from Monday through Friday and exclude all Federal holidays.

Please be aware that e-mail allows for limited confidentiality and is not a 100% confidential way to transmit personal health information. When disclosing personal information electronically, there are security limitations. Face to face office visits allow for the most privacy.

PRESCRIPTION RENEWAL REQUESTS

Refills should be requested during appointments. If a refill is needed between visits, please allow up to 3 business days for your request to be processed and for the electronic prescription to be issued to your pharmacy. Requests can be made by phone call, voicemail, or e-mail, and NOT text message. If you have an urgent need for a refill, please call first. If you wish to change the pharmacy, you can request that your preferred pharmacy contact your previous pharmacy to obtain the prescription.

Prescription renewal requests MUST include:

Full legal name
Date of birth
Pharmacy address INCLUDING zip code
Medication name (if needed: specify brand v. generic, tablet v. liquid, etc.)
Medication dosage
Medication frequency (eg. daily, three times per day, etc.)
How much medication is left

PRIVACY

Your personal information and records are kept confidential and secure. We will not release your information without your consent. The only situation where we are required to break confidentiality is in case of an emergency where there is imminent danger to your life or the life of another person.

No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties

By providing a telephone number and submitting our communication form you are consenting to be contacted by SMS text message. Message & data rates may apply. You can reply STOP to opt-out of further messaging.

EMERGENCIES

In the event of an emergency crisis or life threatening emergency, please call 911, go to a Comprehensive Psychiatric Emergency Program (CPEP), or go to your nearest emergency room.

Urgent needs should be communicated by phone or in person, NOT through e-mail or text messaging. Please be aware that the office is not staffed 24/7 and I may not be able to return your call immediately. Additional resources are as follows:

HOTLINES

NYC Well: NYC's free, confidential support, crisis intervention, and information and referral service for anyone seeking help for mental health and/or substance misuse concerns, available 24 hours a day, 7 days a week, 365 days a year. Talk by calling 1-888-NYC-WELL. Text "WELL" to "65173” Chat online here.
Crisis Text Line: New York State has partnered with Crisis Text Line, an anonymous texting service available 24/7. Starting a conversation is easy. Text GOT5 to 741741.
OASAS HOPEline: New York State’s 24/7 problem gambling and chemical dependency hotline. For Help and Hope call 1-877-8-HOPENY or text HOPENY
Suicide & Crisis Lifeline: If your life or someone else's is in imminent danger, please call 911. If you are in crisis and need immediate help, please call: 988
Domestic Violence: If you or someone else is in a relationship is being controlled by another individual through verbal, physical, or sexual abuse, or other tactics, please call: 1-800-942-6906

CRISIS SERVICES

988 Suicide and Crisis Lifeline: Learn more about the new three-digit number for the National Suicide Prevention Lifeline, available July 16, 2022.
Suicide Prevention: If your life or someone else's is in imminent danger, please call 911. If you are in crisis and need immediate help, please call (800) 273-8255, 24/7.