Frequently Asked Questions

You Have Questions & We Have Answers

We understand that navigating the healthcare system can be overwhelming, and our goal is to provide clarity and transparency every step of the way. Here are some answers to our most frequently asked questions:

  • Valley HealthCare System provides services to people who have been diagnosed with mental illnesses, addictions, and intellectual or development disabilities. Our services range from early intervention and counseling to support plans for long-term help.
    Serving four counties in North Central West Virginia—Marion, Monongalia, Preston and Taylor—we offer tools, resources, and treatments needed to heal and improve lives. We serve individuals ages 6+

  • We offer a great many services, which are outlined under our Services Tab located at the top of this page. There are many different services for which someone may qualify. We encourage all individuals to work with their clinical team to find the services that work for them. Some services may be through Valley, but some may be through other service providers, and that’s great! We are here to build your care around you and work with whomever else you would like to do so!

  • We request that you schedule an appointment. We offer Crisis Services 24/7/365 at 1-800-232-0020. You may also call 304-296-1731, ext.4916 to access the Screening Line to discuss any services you are seeking or interested in and/or how to qualify for these services and our Screening Team will gather some preliminary information from you.

  • You may call 304-296-1731, ext. 0 to talk to the Operator to schedule an appointment.

  • At your first appointment, we will be gathering a lot of information from you. Some of this you may have, but some of this you may need our help getting. So, if you have it, we ask that you bring a Valid Photo ID Card and your Insurance Card. If you do not have these, then we will work with you!

  • During your first visit, you will meet with one of our Customer Support Staff. They will be collecting your Photo ID, insurance card, and financial information from you. They will ask you to sign several consent forms, including:

    Billing Authorizations
    Consent to Treatment
    Telemedicine Consent
    CCBHC NOMs Consent
    Release of Information

    Once the Customer Support Staff gathers this information, they will schedule you for an Intake Assessment.

  • During your Intake Assessment Visit, you will meet with a trained Care Coordinator who will be asking you a lot of questions about yourself. These questions will include demographics, education, employment, finances, family, living situations, military/veteran status, spirituality, trauma history, legal history, addictive behaviors, mental health symptoms, medical symptoms, your goals, strengths, and barriers to meeting your life goals.
    This in-depth assessment can take anywhere from 60 to 90 minutes. This assessment will create the foundation of your treatment plan and allow us to refer you to the services that you need based on this assessment and your wishes/choices.

  • We take pride in offering interpreter services to cater to the needs of our community. At Valley, inclusivity is at the heart of what we do, and we are committed to serving everyone. Whether you require assistance in bridging language barriers or ensuring effective communication, our dedicated interpreters are here to provide support and make our services accessible to all. Please contact us if you are in need of interpreter services.

  • Valley accepts Medicare Part B, Medicare Advantage Plan, WV CHIP, Highmark Blue Cross Blue Shield, Traditional Medicaid, and Medicaid MCOs: Aetna, Unicare, and The Health Plan. We accept all commercial insurances but will be Out-of-Network.

  • At Valley HealthCare System, we provide the treatment you need regardless of your ability to pay! If you do not have insurance, need immediate services, and qualify financially, then we will enroll you in Medicaid Presumptive Eligibility, which can cover you for up to 30 days of services.

    During this time, we can work to enroll you in Medicaid long-term and/or explore other financial options such as Valley Charity Care or SOR funds.

    Valley also offers a sliding fee scale. If income guidelines are met, treatment could be provided at zero cost to you. Contact us at 304-296-1731, ext. 4131 to see if your household qualifies, or visit HERE for our sliding fee scale application.

  • If you need a medication refill, you may call 304-296-1731, Ext. 2 to leave a message and expect a callback from a Medical Provider regarding your refill within 24-48 hours.

  • If you are going to be late to an appointment for any reason, or need to cancel and reschedule, please call 304-296-1731, ext. 0. Valley’s Customer Support staff will be happy to assist you and update the Clinician accordingly.

  • If you no longer wish to receive services, just let your Care Coordinator or Therapist know. We respect your choice and appreciate your honesty. We will help create a discharge plan for you and always be here should you need to return or access any of our services in the future.

  • If you do not show up to services for your first appointment, we will attempt to call you and reschedule for 3 days. If after 3 attempts, you do not answer or communicate with us, then we will not contact you further and assume you no longer wish to receive services.
    If you are a current consumer and you do not show up to your appointment, we will call and attempt to reschedule. Depending on your individual situation and if you are considered at high risk, our staff may attempt to visit you, or we may contact our mobile crisis team to initiate a welfare check.

  • The best way to recognize a wonderful experience for a Valley staff member is to complete our Consumer Satisfaction Survey here and mention the specific experience or staff member by name! We will use the information gathered to publicly recognize the staff member and express appreciation for their hard work.

  • If you believe that someone working at Valley is committing fraud, abuse, neglect, or exploitation, you may call and report this to the Compliance Hotline at 304-296-1731, Ext. 6.

Payment Methods

Paying for Treatment 

At Valley, we accept the following Insurances: Valley accepts Medicare Part B, Medicare Advantage Plan, WV CHIP, Highmark Blue Cross Blue Shield, Traditional Medicaid, and Medicaid MCOs: Aetna, Unicare, and The Health Plan. We accept all commercial insurances but will most likely be Out-of-Network.  

At Valley, we provide the treatment you need regardless of your ability to pay! If you do not have insurance, need immediate services, and qualify financially, then we will enroll you in Medicaid Presumptive Eligibility, which can cover you for up to 30 days of services.  

During this time, we can work to enroll you in Medicaid long-term and/or explore other financial options such as Valley Charity Care or SOR funds. We are dedicated to ensuring you continue the behavioral health services you need and helping you find these financial resources.  

Valley also offers a sliding fee scale. If income guidelines are met, treatment could be provided at zero cost to you.  Contact us at 304-296-1731, ext. 4131 to see if your household qualifies, or fill out this form for more information.

Click the BUTTON below for information on our Sliding Fee Scale