Intake Process for Insurance-Covered Advocacy (ICA)

The following details will outline the patient care assessment intake process that eligible insurance-covered patients will undergo to be assigned to an advocate through our Community Health Worker program (CHW). Read on to learn more.

Getting Started and the Initial Clinician Intake

• You, the patient, or a loved one helping the patient with this process will visit our website at https://www.solace.health/ 

• Next, click "Find an Advocate" (pictured above) on the website landing page, then confirm if you're searching for "Myself" or for "Someone Else." Then, you will be prompted to specify if you're seeking insurance-covered or out-of-pocket/private-pay advocacy
  • If you're helping someone else, please be sure to list their name, address, DOB, and insurance details (patient information), but it's fine if you'll be using your phone and your email address if you are acting as their point of contact.
    • Note that notification emails will be sent out to the email on file, requiring the patient to read and sometimes click through an email-provided link

• "Yes, Check Eligibility"
  • Clicking this button will take you to a short form to complete (pictured below), which runs a quick check to confirm eligibility based on location. Insurance verification will happen at a later step.
    • Note that we are not able to work with PA or MA insurance yet but are working on approval

• The following screen will ask you to specify your insurance type. Please check your official insurance details before selecting the option that matches your coverage type. The correct selection at this step is important.
  • NOTE: Your physical Medicare card does not specify if you are an Original Medicare or Medicare Advantage participant.

• Next, you will be prompted to book with one of our in-house clinicians. This is an insurance-required referral step before you can be assigned an advocate.
  • Be sure to check your email regularly for important information and action items!
  • The clinician will rule out an urgent need for hospitalization and will ensure that your situation fits within the scope of what our advocates can support you with
  • The patient whose insurance information is listed must be present to meet the clinician:
    • Because we don't have a pre-existing relationship, the patient must be present to establish the doctor-patient relationship for a telemedicine visit and the extra precautions that surround virtual visits. The patient must be confirmed either visually or verbally. When nonverbal, the confirmation must be visual.

• You will be sent automated emails communicating the details of your booking, pictured below. A reminder email and text message are also sent ~1hr before the intake appointment. The reminder contains instructions, a link to join the video call, and a dial-in number as well.
  • You must click the link or use the dial-in number at the time of the appointment, and the patient whose insurance information is listed must be present to meet the clinician

***IMPORTANT: The patient needs to be present during the clinician intake appointment via the video link or dial-in details provided in the booking email. This is an insurance-covered advocacy requirement. In the event that the patient is unable to speak, someone can be with them on the call to speak on their behalf, but the patient still needs to be present. 

• Because we don't have a pre-existing relationship, the patient must be present to establish the doctor-patient relationship for a telemedicine visit and the extra precautions that surround virtual visits. The patient must be confirmed either visually or verbally. When nonverbal, the confirmation must be visual.

• After the intake appointment, you will be assigned an advocate via email, prompting you to schedule an appointment through a calendar link contained therein, shown below. Any follow-up appointments after your first advocate meeting can be scheduled directly between you and your advocate
  • If you have been referred to the Community Health Worker program by one of our advocates to work together, we will be in touch to assist in getting your initial appointment with them scheduled

• You have the option to create a Solace account through the Solace emails you are sent, but this is not required
  • No account: Interactions with your Care Champion will take place over the phone and email
  • With an account: You can communicate with your Care Champion directly through your secure, HIPAA-compliant dashboard for secure file sharing, easy followup appointment booking, etc.

If you have any questions, please don't hesitate to reach out. We're happy to help!

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