Patient Intake Process (Advocate/ICA)

The patient intake process for insurance-covered patients is a bit different than what existing advocates are used to experiencing. Whether you are a seasoned Solacian or new to these parts, the following details will outline the patient intake process eligible insured patients will undergo to be assigned to an ICA advocate. Read on to learn more.

Getting Started and the Initial Physician Intake

• The patient finds us via https://www.solace.health/ 

• The patient or their loved one clicks "Find an Advocate" (pictured above) on the website landing page and then confirms if they're seeking help for "Myself" or for "Someone Else." Next, they'll enter an email address and the patient's date of birth.

• Next, you will be asked to confirm the patient has Medicare before confirming the patient's state of residence. These details allow our system to verify coverage.
  • If the details provided don't align with the information associated with the patient's Medicare file, you may be prompted to input the Medicare number for further verification.
  • Those who do not know their Medicare number will be prompted to use their SS for verification instead. 

When Eligible - What Happens Next?

• Attend Intake Appointment:
  • The patient will be prompted to book with one of our in-house physicians (an insurance-required referral step before they can be assigned an insurance-covered advocate)
  • Patients are sent automated emails communicating their booking details.
    • Reminder emails and text messages are sent before the appointment.
    • Video calls: Patients must click the "Join" link at the time of the appointment to attend
      • Physicians will call your phone number directly when patients are not in the meeting room within the first few minutes of the appointment. That call will come from 877-730-3653.

• Completed Intake Appointment:
  • The patient will be assigned an advocate (based on skillset and availability).
  • In most cases, the physician can help schedule the patient with their new advocate during the intake call. Alternatively, patients can book via email or by contacting our Customer Experience team.  
    • If the patient is a referral from an existing ICA advocate, the Customer Experience team will help to facilitate that first advocate intro call manually to establish the connection between you. Follow-up bookings may be arranged however you and the patient prefer.

NOTE: Advocates can access the Patient File only after being scheduled for an intro call.

• • Care Plans are directly linked to Intro Calls and will be retracted if the call doesn't occur. They are only returned upon official "intro call" rescheduling via the CX/Admin team.
  • Under no circumstances should an advocate and patient schedule a "Follow-up" call before a formally scheduled "Intro Call" has been completed.

• Intro Call is scheduled/completed. Now what?
  • Patients have the option to create a Solace account through the Solace emails they are sent, but this is not required, and we are not anticipating many patients going this route:
    • No account: ICA will still maintain the Care Plan and Timesheets through their dashboard and see the patient in their "Patients" list, but the rest of the interactions would be offline from the dashboard.
    • With an account: full dashboard features are available.

NOTE: If the patient chooses to create an account (it's quick and easy!), they can:

• Click the "Create Account" button via assorted email notifications we have sent to them.
• Contact CX and request we send them the "claim account URL"
• For the advocate to provide the url to the patient 

Account Areas of Note for New Patients

• My Patients:
  • On the ICA's "Patients" page, find new patients via the "New Patients" tab.
• Care Plan:
  • Their "Care Plan" will be accessible via the "Care Plan" tab. You are encouraged to complete the Care Plan following the intro call while the details are still fresh in your mind.
    • For more information on Care Plans, please see the following article: Care Plans (Advocate/ICA)
• Timesheets:
  • All time spent working with or on behalf of your patient is billable time via the "Timesheets" tab. You will need to track your time spent and enter the details into a timesheet (including patient no-show bookings).
    • For more on Timesheets, see the following article: Timesheets Tutorial (Advocate/ICA)
    • For information on utilizing your Timer to track those billable hours: Using Your Timer (Advocate/ICA)

If you have any questions, don't hesitate to reach out via our CHW-dedicated line. We're happy to help!

• • • • [e-mail]
      • [phone]