Clinician Spotlight: An Interview with Nicole Curtis, LICSWLauren Chapin, LICSW
Welcome back to Clinician Spotlight, a series where I sit down with some of our wonderful therapists for a cozy conversation about work, mental health, and many life tidbits in between. Recently, I had the pleasure of getting to know our newest clinician, Nicole. She discussed the joy she feels working with children and their families, her approach to clinical work, and where she loves to snowboard. Lauren: Welcome, Nicole! You're new to Castlebrook, where are you coming from and what’s your background? Nicole: I work full-time as a medical social worker at UMass Memorial Medical Center, where I specialize in neurology and neurosurgery. Although I've been in this role for only three years, my entire social work career prior to this was focused on pediatrics. Working with children and their families has always been my passion within the clinical field. Lauren: Wow! How did you get into medical social work? Nicole: I had been wanting to delve deeper into this field for a few years, and then, when COVID hit, the opportunity came up unexpectedly. Lauren: That's great! What made you want to start doing individual therapy again? Nicole: I miss the clinical work and the life-changing impact it can have. I love seeing the successes of my clients, which I don’t experience as often in the medical world. In hospitals, people are often at their most vulnerable, so it can be challenging to witness their progress. I needed to return to a role where I can make a difference by talking with someone and helping them achieve their goals, rather than dealing with the often broken systems that many people face. Lauren: Yeah, that makes total sense. Do you work only with kids or a variety? Nicole: In my medical social work job, I work exclusively with individuals who are 18 and older. However, at Castlebrook, I'll be working with children and their families, as well as couples, which is where my true passion lies. It’s a small percentage of the population I haven’t yet reached, but I do have a special interest in foster families and adoption. These areas hold a special place in my heart, and I’m deeply committed to helping children and parents involved in these situations. Whether it's assisting kids currently in foster care and supporting their parents in reunification or helping families navigate the next chapter when relationships have strained, working with these families is a significant reason why I entered social work. I’m excited to return to serving this particular community. Lauren: That's amazing. How did you get started working with kids in general? Nicole: My first step into social work was with the Department of Children and Families (DCF). I started there during my undergraduate work. I’ve had personal experience with DCF through distant family members, which has given me a unique perspective on these situations from both a professional and personal standpoint. This experience has deepened my understanding and reinforced my commitment to working with children and supporting them across various systems. Lauren: What style of therapy do you gravitate towards? Especially for kids, families, and couples. Nicole: I think working with kiddos is different. If a child needs one-on-one play therapy or floor therapy to address their needs, I can provide that. I really enjoy structured family work, which is a big part of my clinical skills, along with Cognitive Behavioral Therapy (CBT) for parents and their kids. Those are the main areas where my clinical skills are focused, but structured family work is my niche. That’s definitely the type of work I love the most. Lauren: What do you mean by structured family work? Nicole: Working from the bottom up, generational patterns often lead to specific traumas for clients. It’s important to delve deep into these issues rather than just addressing surface-level concerns. This involves understanding how you were raised, how you're raising your children, and how they perceive your parenting. Exploring the family structure—often referred to as the family tree—can reveal long-standing relationship issues. For instance, you might identify patterns from your upbringing that you don’t want to repeat with your kids. Remember, it’s never too late to address and change these patterns. This approach is also helpful for young adults and teenagers trying to understand their parents. Lauren: That sounds like it goes with your style of meeting people where they're at when you first start. Nicole: Yeah, I think a key thing for me when I start with a client is that, while there are obviously reasons why you want to go to therapy, we should get to know each other first. My approach is that, although I am an expert in social work, I am not an expert in your life. You are the expert on yourself, so I need you to teach me who you are. I need to understand you to best support you. Your feedback on my suggestions is crucial for making progress toward your goals. If I make a suggestion and it doesn’t work for you, then we need to go back to the drawing board. I’m here to guide you, not to wave a magic wand and fix all your problems. My role is to help you figure out what will work better for you than what was tried before. Lauren: What might you tell a parent who's nervous about bringing their child to therapy? Nicole: You know, there are all different reasons, like the culture of therapy, the stigma of mental illness, and your cultural and religious beliefs. The first thing I would say is that it's not going to be easy; it's a scary and uncomfortable step. But the best thing is to recognize that this uncomfortable situation is happening and let's deal with it together. Let’s figure out where you’re at and be with you at that point. If you just want to talk about simple things, then let’s do that and focus on surface-level issues. I’ll be transparent that surface-level discussions might not get you to your eventual goals, but we’ll take it day by day. It’s about being able to sit with the discomfort and acknowledging that it’s okay to feel uncomfortable. Lauren: That’s great. Shifting gears, what do you like to do in your spare time? Nicole: I love being outdoors and snowboarding—I'm definitely a winter person through and through. We’re a snowboarding family, which is a lot of fun. On the flip side, I also enjoy the ocean, so you can find me at the beach in the summer or in the mountains during the winter. Recently, I’ve taken up reading, which I never thought I’d say. I’ve also started embroidering. Lauren: What have you been reading? Nicole: I'm a psychological thriller kind of gal, so anything Frida McFadden. But, I’ve also just started reading this sobby love story, it's like all based on a romantic comedy family dynamic, so yeah that's what I've been reading! Lauren: Great! I like metaphors, and I like how metaphors can be used in therapy. Can you think of any particular intervention or metaphor you use that often lands with your clients? Nicole: It’s just a saying, but one thing I often tell my clients is that being uncomfortable is okay. It doesn’t make things any easier, but it’s still okay. The key is to process that discomfort. I’ve found that this has been a common theme in my sessions this past week. It’s interesting to see how people react to this idea. They often realize that it’s true—uncomfortable situations are something we naturally try to avoid, whether it’s a social interaction or confronting someone about our feelings. Acknowledging that discomfort is the first step toward dealing with it. Lauren: What is your favorite vacation spot? Nicole:I love San Diego, California, but I must say that the state of Maine holds a very special place in my heart, no matter how cold the water is. I even have a tattoo of their motto, “The Way Life Should Be.” My parents had a place there for 20 years. Lauren: What's one thing that you would really want a potential client to know about you? Nicole: Nothing you say will scare me away from supporting you. No matter what you’re going through or what you might feel isn’t okay to say out loud, it’s okay to share with me. I approach each situation with an open, caring, and empathetic heart. So, no matter what you say or do, I’ll always support you on your therapeutic journey. That’s what’s truly important. Upbeat Anthems: 19 Songs to Lift Your Spirits When You're Feeling Down By Lauren Chapin, LICSW
Anyone who's reached for their music library on a tough day understands that certain songs just 'get us,' don't they? Music has this incredible ability to touch our souls in a unique way, reaching into the depths of our emotions. It finds us in our sour moods, gently coaxing us to embrace our feelings while also nudging us towards a brighter state of mind. It's like a companion, encouraging us to expand our senses, move with the rhythm, and sometimes, just let go and dance. We asked our clinicians and support staff what song they turn to when they need a pick-me-up. Here were their responses: 1. Might Love Myself - Beartooth (Cynthia) “Never felt quite like this before, chemistry is changing, emotions rearranging. I'm outta my cage, breaking my spell, think I might– think I might love myself.” 2. We Are Golden - MIKA (Jill) “We are not what you think we are, we are golden, we are golden.” 3. Canned Heat - Jamiroquai (Niamh) “Nothing left for me to do but dance off these bad times I'm going through, just dance.” 4. I Love Me - Demi Lovato (McKenzie) “I’m a 10 out of 10, even when I forget.” 5. Daylight - Matt and Kim (Lauren) “In the daylight I don't pick up my phone, cause in the daylight anywhere feels like home.” 6. Don’t Stop Believin’ - Journey (Emily) “Livin’ just to find emotion!” 7. What If - Matthew West (Teresa) “No regrets, in the end, I wanna know I got no what-ifs.” 8. Trip Around the Sun - Kenny Chesney (Nicole) “I ain't gonna overthink or over analyze tonight. It's a hang on kinda ride, we're spinning through space and time, rockin' this big old rock just tryn'a have fun.” 9. Don’t Stop Me Now - Queen “I'm a shooting star leaping through the sky like a tiger, defying the laws of gravity.” 10. Fight Song - Rachel Platten (Lisa) “My power's turned on, starting right now I'll be strong.” 11. Moondance - Van Morrison (Jaye) “Well, it's a marvelous night for a moondance.” 12. Stayin’ Alive - Bee Gees (Beth) “You know it's alright, it's okay, I'll live to see another day.” 13. *NSYNC - It’s Gonna Be Me (Kaitlyn) “But in the end, you know it's gonna be me.” 14. Espresso - Sabrina Carpenter (Autumn) “Walked in and dream-came-trued it for ya.” 15. Start Me Up - The Rolling Stones (Suzanne) “I walk smooth, ride in a mean, mean machine.” 16. Kung Fu Fighting - Carl Douglas (David) “Those cats were fast as lightning.” 17. Hurt Feelings - Flight of the Conchords (Julie M) “Have you ever been told that you look like a llama?” 18. Send Me on My Way - Rusted Root (Kerrie) “Well, I would like to hold my little hand. And we will run, we will, we will crawl, we will.” 19. Franklin’s Tower - The Grateful Dead (Jack) “Wildflower seed on the sand and wind, may the four winds blow you home again.” 20. Put Your Records On - Corinne Bailey Rae (Lauren) “I hope you get your dreams, just go ahead, let your hair down.” Admin Spotlight: An Interview with Lisa Garneau, Billing Specialist By Lauren Chapin, LICSW
Welcome to a fresh section of Castlebrook’s Spotlight series where we shine a light on the exceptional work carried out by our administrative staff to ensure the seamless operation of the practice. For the second installment of the admin segment, I sat down with Lisa Garneau, one of Castlebrook’s dedicated billing specialists. Lisa discussed her role at Castlebrook, explained some of the more confusing aspects of insurance, and talked about the biggest fish she has ever caught! Lauren: Hi Lisa! Thanks for taking the time to chat with me. How long have you been at Castlebrook and what brought you to this position? Lisa: October was 5 years! As for my background, I used to work for a medical office doing their accounts payable. Their receptionist went on vacation and I filled in for them doing billing on the client end. It wasn’t something I was looking for, but it kind of fell into my lap and I enjoyed it. After working on the medical side of things, I worked for a mental health clinic and knew that’s what I wanted to continue doing. I like the mental health field better than the medical field because I feel like you can help people on a completely different level. Lauren: What are some of the major differences that you notice between the two? Lisa: In mental health, I see the clients come in on a regular basis versus them only coming in maybe once or twice a year for a physical or a cold in a medical setting. Here, you see a client come in with something that they’re struggling with on a weekly basis and then over time, you see the light come on, they start to smile, they’re not looking at the floor anymore and they make conversation. You don't see that in the medical field. Lauren: That’s a great point and something I wouldn’t have thought of! You get to have a relationship with the clients and know people by name without having to always check the chart. Lisa: That’s one thing I miss about sitting in the front receptionist office is that I don’t get to see clients as much as I used to! But they all know where my office is so a lot of the regulars will wave when they walk by my office. Lauren: So there are a lot of clients that know you and know what you do, for clients that don’t, why may a client be hearing from you? Lisa: If it’s a new client, it’s usually because I’m missing some information like their insurance or address in their portal. I don’t typically call clients about balances unless I notice that all of a sudden their bill is coming back as a deductible instead of a copay and it didn’t used to. Lauren: For a client that might not know, what’s the difference between a copay and a deductible? Lisa: A copay is just a flat rate that gets charged for each session and it’s usually anywhere from $10-$50, or a bit more if an insurance plan designates us as a specialist. A deductible means that they have a threshold of a certain amount of money that they must pay themselves before they meet the deductible and then insurance starts pitching in. Lauren: How does a client find out what they will be paying for services if they have a deductible? Lisa: With a deductible, we charge the contracted rate that is determined by the insurance company for that particular service. So if the insurance company determines that our reimbursement rate is, say, $100 for a session, that’s what the client would be charged until their deductible is met. Lauren: How would the client know what would be charged per session by their insurance company if they have a deductible? Lisa: They just need to ask upon intake and they will be informed of an estimate what their out of pocket costs will be. We say estimate because sometimes we are not given accurate information by the insurance company when we check eligibility and benefits on behalf of our clients. Lauren: So you may be calling about stuff like that sometimes. Are there other times that you might have phone contact with clients? Lisa: Sometimes clients might reach out to me if they get charged a no-show or late cancellation fee, which is actually up to the clinician on whether that was charged or not. I encourage clients to speak with their clinicians first if they have a question about it. Lauren: In your billing position, besides client contact, what else do you do for the practice? Lisa: I bill the insurance companies directly for services, and I also reach out to the companies to dispute denials. If there is a denial for whatever reason, I try to be the point of contact with the insurance companies for clients so that they don’t have to deal with the insurance company. Then I would call the client after I already speak to the company. Lauren: Everybody needs a Lisa! Speaking to insurance companies can be overwhelming. That's helpful to take the burden off of the client so they can just focus on their wellness. Lisa: Yes! I also do the medical records. If we get a medical records request from disability services, an attorney, or the insurance company, for example, I reach out to the clinician and advise them to have a conversation with the client about releasing this information and what that means for them. The information is not released without a conversation with the client and clinician. Lauren: That’s helpful to know! While working in the mental health field, or any field really, things can get stressful. How do you like to decompress? Lisa: It’s tougher for me during the winter months because I’m an outdoorsy person. But during other parts of the year, fishing is my favorite hobby. We spend every weekend out fishing, camping–I love being outside. I always joke that fishing is my church. Last year, I was actually in a fishing tournament for the New England Bass Association and I won! The freshwater bass was just shy of six pounds. The biggest fish I’ve ever caught, however, was a 33-inch striper which took me a half hour to reel in [laughs]. Lauren: That’s so fun. To wrap up, if a client sees that you’re calling, why should they not fear calling back billing? Lisa: We’re always willing to work with them, even if there is an overdue balance that is outstanding. We’re willing to do payment plans and we understand that everybody has unique situations. And we’re human too, sometimes we make mistakes and we don’t want clients to be afraid to call if they see a mistake on our end too. |
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Castlebrook Counseling Services, Inc. is a group of private practice clinicians with a shared goal of strengthening our community by providing therapy and clinical support designed for children, adults, and families to successfully meet life’s challenges.