FREQUENTLY ASKED QUESTIONS

We are doctoral-level trained physical therapists that treat an array of medical conditions not limited to symptoms related to musculoskeletal conditions, neurological conditions, and cardiovascular conditions.

For your evaluation, please bring the prescription from your doctor (if you have one). There are filtered water stations, so we highly recommend you bring a water bottle to fill up. There are paper cups as well if you forget to bring your bottle!

You can wear whatever clothing you feel comfortable  moving in. For instance, gym shorts and a t-shirt/tank top. We recommend you bring sneakers and socks as well. Please note the evaluation may be done barefoot to assess your feet (of course, you can wear socks if you prefer).

Our Physical Therapy Evaluation is 90-120 minutes (about 2 hours). 

Physical Therapy Follow Up sessions are scheduled as needed and are 50 minutes.

The amount of follow up sessions needed will vary per case and depend heavily on what is uncovered during the evaluation. 

Yes, you can use your FSA to take care of payment for physical therapy sessions. You may be able to use your FSA for personal training sessions with a valid Letter of Medical Necessity from your doctor. 

In the state of New York, you are entitled to Direct Access which means anyone can start physical therapy without a prescription. If your plan of care extends beyond 30 days from start of care or 10 sessions (whichever comes first) and it is deemed physical therapy treatment, then a referral will be needed before we can continue care.

We are an out-of-network provider and participate with some Aetna, Anthem and Cigna plans in 2025. We can check your individual healthcare plan for out-of-network physical therapy benefits and give you more information about potential insurance coverage and estimate out-of-pocket costs after we verify your plan. Verification of benefits does not guarantee payment by insurance, and your out-of-pocket responsibility may be subject to change depending on how insurance decides our claims.

Please note: we do not work with any no-fault/MVA or workers’ compensation cases.

Yes, you can submit your own claims to insurance if your healthcare plan has out-of-network physical therapy benefits. As a courtesy for our self-pay clients, we can issue superbills to you upon request. The superbill is a detailed invoice that itemizes the physical therapy services you received, which will include the information necessary to create a healthcare claim, and allows you to submit your own insurance claim and potentially receive direct reimbursement from your health insurance company. Please note that the superbill does not guarantee reimbursement from your insurance provider.

Most insurance carriers allow you to submit claims via fax, mail or online through a patient portal. We recommend you contact your healthcare plan’s member services directly for instructions on how to submit claims, for any policy requirements and potential reimbursement prior to receiving treatment. If you decide to submit your own claims, please understand you are wholly responsible for payment of services to Reload and you are solely responsible for claim submission and satisfying any requirements determined by your plan, including requesting treatment notes from Reload and remitting them to insurance. We do not guarantee that your insurance plan will reimburse you for our services, and we do not interact with insurance on your behalf if you are coming to us as a self-pay client. We cannot help with any authorizations, approvals, appeals or any other specific requests your plan may have for submission outside of providing you with the superbill.

Our Physical Therapy Evaluation is 90-120 minutes (about 2 hours) and contains 3 key phases.

1. Discovery and background interview:  we deep dive into your story so we can understand the pain you are experiencing, your goals, any additional medical/injury history, your likes and dislikes, and ultimately, everything that lead to you seeking us out.

2. Movement exploration: we utilize the information learned in phase 1 to conduct a tailored assessment. This allows us to understand how your body functions as a whole and determine any/all opportunities for improvement/relief.

3. Debrief and create a game plan:  we discuss findings and specific movements/exercises we believe will help you improve and work with you to develop a program that fits your lifestyle. We believe support is imperative to progress, so we seek to provide those elements even when you are not with us; clients are encouraged to communicate with their physical therapist outside of the session to progress their program accordingly. 

If we are billing insurance on your behalf, the out-of-pocket costs for a session will vary mainly depending on your plan’s maximum out-of-network physical therapy coverage which insurance does not divulge ahead of time. We only learn what the covered amount is after insurance processes our claim and we review the Explanation of Benefits (EOB) showing which costs are covered by your insurance plan.

The costs can range from $0 to $600, and we are able to provide an estimate of your costs upon verification of benefits based on the status of your out-of-network deductible, your co-insurance and if we have any experience with your particular plan. This is just an estimate since we cannot predict nor guarantee what your insurance will do, so the costs are subject to change after insurance finalizes our claims and provides actual coverage for our services. Your responsibility will include your deductible and your co-insurance after the deductible has been satisfied. Your responsibility will reduce as you satisfy your deductible and out-of-pocket max.

We have a self-pay rate for those who are not utilizing insurance with us or who are submitting claims to insurance on their own.

This is your share of the costs covered by insurance and is usually expressed as a percentage. If your policy has 40% co-insurance for out-of-network services, it means you are responsible for paying 40% of the amount approved by insurance while your plan pays the other 60%.

There are several options for personal training packages that offer up to 10% discount, including an Off-Peak Training Package for those looking to train Monday - Friday between 1 - 4pm. We also offer options for physical therapy packages for those who are not utilizing insurance.

Reload has a 24-hour cancellation policy, which requires at least one full day’s notice ahead of any booked appointment to cancel or reschedule the session. Any cancellations within the 24-hour cancellation time period will incur a late fee equal to the full session rate.