What is SonderMind?
SonderMind is a U.S.-based nationwide mental health company that connects individuals with licensed therapists for both online and in-person care.
Navia Therapy has partnered with SonderMind to expand your access to high-quality therapy through a larger, more diverse network of vetted, licensed virtual and in-person providers.
When we suggest your matches on Navia Therapy, we use your personalized responses: your current needs, your preferences around things like gender, race, and therapeutic approach, your insurance, and your availability to surface the providers best suited to you. When you book, your appointment is scheduled directly with a SonderMind provider, who manages your care and billing from that point forward.
How does the Navia Therapy and SonderMind partnership work?
Navia Therapy helps you find the right therapist; SonderMind delivers your care. Here's the full flow:
- 1You complete a short matching questionnaire on Navia Therapy. We ask about your needs, preferences, insurance, session type (virtual or in-person), and availability.
- 2Navia matches you with suitable providers. We rank and surface SonderMind providers who fit your criteria and have near-term availability.
- 3You book directly through Navia Therapy. Choose the provider and time that work for you and request your appointment.
- 4You receive a confirmation email. From there you enter your billing details and finalize your booking directly with SonderMind.
- 5SonderMind manages your ongoing care. Once you're booked, SonderMind and your provider handle your sessions, scheduling, billing, and any follow-up support.
In short: Navia is the technology that helps you discover and book the right provider, and SonderMind is the care network that owns the therapy relationship once you're connected.
Where do I reach out for assistance?
For questions about a scheduled or completed appointment including joining a session, rescheduling, cancellations, or billing, please contact the SonderMind support team, who manages your care once you're booked: sondermind.com/contact-us
For questions about finding or matching with a provider on Navia Therapy before you've booked, you can reach us at info@naviatherapy.com.
How do I join my SonderMind appointment?
Once you're confirmed with a SonderMind provider, your appointment details, including how to join a virtual session, will be available through SonderMind. Follow the instructions in your confirmation email or your SonderMind account to join at your scheduled time.
I'm having trouble joining my appointment. What do I do?
If you're having trouble joining your session, first check the link and instructions in your confirmation email. If the issue continues, contact the SonderMind support team for help: sondermind.com/contact-us
What do I do if my provider has not joined a scheduled session?
If your provider has not joined within 15 minutes of your scheduled start time, please contact SonderMind for further assistance: sondermind.com/contact-us
How do I reschedule with my provider?
Rescheduling is handled through SonderMind once your appointment is booked. You can generally reschedule as long as your appointment does not start within the next 24 hours. If you have any trouble rescheduling, the SonderMind team can help: sondermind.com/contact-us
If you want to find a new provider through the same personalized matching flow on Navia Therapy, you can book another session here: naviatherapy.com
How do I cancel my appointment, and what is the cancellation policy?
If you need to reschedule or cancel an appointment, you will need to cancel at least 24 hours before the scheduled appointment time. Otherwise, you may be subject to a cancellation or no-show fee, which can be up to the full session cost; or you may have a session deducted from your remaining covered sessions.
If you're having issues cancelling, you can reach out to the SonderMind team directly for assistance: sondermind.com/contact-us
What will my appointment cost?
Your cost depends on your insurance plan. If you're using insurance, your out-of-pocket cost can vary based on your individual plan, applicable copays, and deductibles. The average client pays $25/session and some pay $0. We recommend calling your insurance company directly to confirm what your out-of-pocket costs will be for mental health care.
If you're not using insurance, see SonderMind's self-pay rate tables for therapy.
Will I know what I owe before my card is charged?
Yes! If you're responsible for any payment, SonderMind will let you know by email three calendar days before any charges. They keep your credit card information securely on file just in case you are responsible for any copays, coinsurance, deductibles, or no-show fees; or if you choose to pay for sessions without using insurance.
For specific billing questions, contact the SonderMind team: sondermind.com/contact-us
How do I schedule follow up appointments with my SonderMind provider?
You can schedule follow ups with your SonderMind provider directly.
If you are having issues scheduling a follow up, please reach out to the SonderMind team for assistance: sondermind.com/contact-us.
How do I request my medical records from my SonderMind provider?
In accordance with HIPAA, you have the right to receive a copy of your medical record. You can choose to have your medical records sent to yourself or someone else. In order to submit your request please access the request form in the SonderMind client portal by navigating to the 'Account' tab and scrolling down to 'Records Request.' The form must be completed by you or your personal representative (as defined by HIPAA).