Frequently asked questions

Reach out to Abby, our intake specialist and outreach coordinator. You can call or text her at 719-357-6507 or email abby@theuncommonheart.com. Abby will get to know what you’re looking for and, together with Nick, our clinical director, match you with the therapist who fits your needs, your schedule, and your insurance.

You don’t have to figure that out alone. Tell Abby a little about what brings you in, and we’ll recommend the therapist whose experience, approach, and availability fit you best. You can also see what each therapist focuses on by visiting our Meet Our Therapists page.

Our office is at 1880 Office Club Pointe, Suite 124, Colorado Springs, CO 80920, just off Explorer Drive and across the street from the Shops at Briargate. We are not far from Focus on the Family and Pine Creek Golf Course. We also offer secure online therapy anywhere in Colorado.

Hours vary by therapist, but we generally see clients Monday through Friday between 8 am and 5 pm. Weekend appointments are available at the therapist’s discretion. Abby will help you find a time that works for you.

We work with adults 18 and older of all ages, faiths, genders, and backgrounds, as well as couples. Our clinicians have experience with clients from 18 to 93, including veterans, military families, and first responders.

We are in network with Aetna, United Healthcare, Blue Cross Blue Shield, Cigna, Kaiser Permanente, UMR, Medicare, Colorado Medicaid (Health First Colorado), and VA Community Care. If you don’t see your plan, reach out to Sarah anyway. She can tell you what your options are.

Sarah, our billing expert and practice manager, will check your benefits before your first session and give you a breakdown of what to expect. When using insurance, copays typically run between $0 and $55. If you haven’t yet met your deductible or other requirements of your plan, you may be responsible for the full cost of the session until you do.

Most commercial insurance plans do not require a referral for outpatient therapy, but some do. Sarah will check your plan for you. Veterans using VA Community Care do need an approved referral from the VA before services begin.

If you are a veteran eligible for community care, ask your VA provider or your VA Community Care office for a referral to The Uncommon Heart. Once the VA sends us your authorization, Abby will reach out to schedule your first session. Several of our therapists are combat veterans or military family members, and we understand the VA process from the inside.

You can still see us as a self-pay client. Individual sessions with one of our associate therapists are $120 out of pocket, and sliding scale rates are available based on need and approval. Rates for licensed therapists and couples sessions vary, and Sarah can give you exact pricing. Therapy is an investment in yourself, your family, and your well-being.

Often it is not. When one partner has a diagnosed mental health condition, care may be covered as that partner’s treatment, with the other partner joining sessions. Couples work without a diagnosis is private pay. Sarah can walk you through your options.

No. To bill insurance, we share only what your plan requires, such as dates of service, the type of session, and a diagnosis. What you talk about in session stays between you and your therapist. Your records are protected under HIPAA and Colorado law.

We require 24 hours’ notice to cancel or reschedule. Late cancellations and missed appointments are charged a $75 fee to the card on file, and we will always let you know before a fee is processed. This fee is never billed to insurance.

An hour of psychotherapy typically lasts 53 minutes. Therapists need time to write their notes and, yes, drink water. We do our best to stay on time, but sometimes things snowball and we may be running behind. If there are shifts in our schedule, we will do our best to let you know.

Yes. Every therapist on our team offers secure, HIPAA-compliant telehealth for clients anywhere in Colorado. Many clients tell us that as the sessions progress, they forget there is even a screen between them and their therapist.

We meet you where you are. Whether you are just beginning your healing journey or ready to take your growth and spiritual practice to the next level, we start by building a safe, trusting relationship. We take the time to learn about you: your struggles, what makes you laugh, what makes you cry, and who you love.

Healing happens between sessions too. Every client is encouraged to witness their experience: noticing strong emotions and reactions in daily life and bringing them into session. That is often where breakthroughs happen. Many clients also begin a daily mindfulness or meditation practice.

No. We do not accept mandated or court-ordered therapy. We work with people who are ready to take an honest look at themselves and are willing to change.

No. Our team provides therapy, not medication management. If medication might help, we are happy to coordinate with your primary care provider or a psychiatric prescriber.

Every therapist on our team is trained in Acceptance and Commitment Therapy (ACT), the cornerstone of how we treat trauma. Team members are also trained in CBT, Cognitive Processing Therapy (CPT), Internal Family Systems (IFS), Exposure and Response Prevention (ERP) for OCD, the Gottman Method, and somatic therapy. Learn more on our Therapy Approaches page.

Our team includes licensed and pre-licensed clinical social workers and professional counselors, several of whom are combat veterans or military family members. Our founder and clinical director, Nicholas Fry, MSW, LCSW, spent more than a decade serving soldiers, wounded warriors, and military families, began clinical work with combat veterans at the Department of Veterans Affairs in 2018, and founded The Uncommon Heart in 2022.

Therapy is a relationship. Much of your healing depends on the trust you build with your therapist and the work you put in. The more you invest in vulnerability and practice outside of sessions, the more progress you will make.

Many people feel worse before they feel better. Over time, you start noticing your patterns in real time and choosing new responses. Nick likes to say you know you’re getting better when you get a flat tire on the side of the road and can laugh about it. When we hurt, we take life far too seriously. When you can laugh about things that used to be hard to discuss, it may be time to space out sessions. (He’s also starting a new business whispering jokes to people with anxiety. He calls it Calmedy.)