The first call to Milestones typically takes anywhere from 5 minutes to an hour, depending on how many questions you have. There is no set time limit — the call is built around you.

During this call, our admissions manager collects basic information: your full name, date of birth, best phone number or email address, and insurance information if applicable. The admissions manager will also walk you through the program, including the residential living environment, the Freedom Food Plan (which includes no sugar and no flour), and what a typical day looks like at Milestones.

After the initial phone call, the admissions manager sends a New Patient Intake Assessment (a Google Form) for the new client to fill out remotely. This form is used as a tool to prepare for the Pre-Assessment.

The Pre-Assessment is then scheduled with a registered intern and takes up to an hour and a half to complete. Once finished, the pre-assessment is reviewed by the clinical and medical team to ensure that Milestones is the right fit for the patient.

The ideal turnaround from first call to admission is about one week. Milestones conducts admissions on Monday, Tuesday, and Wednesday, which gives the facility time to prepare the community and gives the incoming patient time to pack and prepare.

Since most clients travel from out of state, this timeline also allows for transportation arrangements to be made.

There are no standard documentation requirements for most patients. In some cases, Milestones may request lab work or additional records from a previous treatment center, but this is determined on a case-by-case basis during the pre-assessment process.

Milestones does not currently have a waiting list. The main factors that affect timing are the pre-assessment approval process and arranging transportation, since most clients come from out of state. In most cases, patients can begin treatment within about a week of their first call.

Milestones provides a detailed packing list to all incoming patients during the admissions process. The list covers what to bring, what to leave at home, and items that are not allowed at the facility. Your admissions manager will share this information with you after your intake call so you have time to prepare before your arrival date.

The first day at Milestones is structured to help new patients feel welcomed and oriented. You will meet key staff members, get settled into your living space, and begin the intake process with the clinical and medical team. Your admissions manager will walk you through the full Day One schedule before you arrive so there are no surprises.

Yes — family members can participate in the early stages of admissions, including the initial intake call and asking questions about the program. However, once the client arrives at the facility, we ask the parent or guardian to say their goodbyes and leave.

The main reason is that the client will be asked several questions that they may not be comfortable answering in front of their parents or guardian. This also aligns with HIPAA regulations that protect patient privacy and confidentiality.

Milestones conducts a pre-assessment before admission that helps the clinical team understand where each patient is in their behaviors, and level-of-care transitions are managed in-house based on clinical documentation and insurance coordination.

Typically, patients do not start at a lower level of care unless they are coming directly from another eating disorder treatment center. If a patient who starts at a lower level needs to step up, the clinician and nutritionist document the clinical need and build a case for the insurance company to authorize a higher level of care.

For residential patients, the standard stay is 30 days, after which a step-down may be recommended based on the patient's compliance and progress within the program. The team will have that conversation with the patient and explain the structure of the step-down process.

Milestones is currently in-network with Cigna, Aetna, Ambetter, and Sunshine Health. We also work with other insurance providers as long as the policy includes out-of-network benefits.

Milestones does not currently accept Medicaid or Medicare. However, the facility is in the process of becoming a Medicaid provider. Contact admissions for the most current information on accepted coverage.

Yes — Milestones works with insurance providers beyond its in-network carriers as long as the policy has out-of-network benefits. The admissions team can verify your specific plan's coverage during the intake process.

Milestones handles insurance verification in-house. The admissions team verifies your insurance benefits and any deductible amounts on your behalf, usually within 2 hours but sometimes up to 24 hours. You will be informed of your benefits and any costs before you commit to treatment.

As long as the insurance plan has mental health benefits, it will typically cover the program costs of all nutritional, therapy, and medical sessions, as well as the costs of room and board. The patient is responsible for their deductible, and then insurance covers the rest.

In some cases, insurance plans have a specific co-pay for the level of care. Milestones will always inform you of what the insurance will cover so you are not surprised by the financial agreement.

Out-of-pocket costs depend on your specific insurance plan. For in-network plans, the cost is typically your deductible. For out-of-network plans, it is usually your out-of-pocket maximum deductible. Every plan is different, so the admissions manager reviews all costs with families during the intake process.

If a client is unable to meet the financial responsibility, that is a conversation that can be had with the admissions manager and the financial team to explore options.

Yes — the cost of treatment is reviewed with the admissions manager and the family before proceeding. Families also receive a financial agreement, which is a contract stating the cost of the program. Importantly, the agreement states there will be no back-billing or surprise expenses after the initial cost is met.

Yes — Milestones offers several financial assistance options. These include external scholarship funds that patients can apply for, an internal scholarship for patients who can meet most of their costs but need help with deductible requirements, and payment plans decided on a case-by-case basis.

Milestones has a dedicated Utilization Team that advocates for continued coverage when the clinical team believes more time is needed. During each patient's stay, the clinical and nutritional team documents progress notes that are used as evidence to the insurance company for extending the authorized stay.

The Utilization Team works continuously to get benefits extended so patients can receive as much care as they need for a successful recovery.

Patients are responsible for medication co-pays and any personal items needed during their stay, such as hygiene products or clothing. If a patient requests additional bloodwork beyond what the Milestones medical team requires, that cost is the patient's responsibility. Insurance does not cover personal purchases.