What is Solace's patient intake process?

First, it's worth noting that Solace is expanding to most insurance plans, and varies by plan and State. If your plan isn't eligible yet, be sure to check back often, as more are being added regularly. We believe everyone deserves an advocate, and we’re working tirelessly to make this vision a reality.

If you're interested in signing up, here's what to expect:

1. Eligibility check
   • Eligibility is checked on our website (https://www.solace.health/) or on the phone with a Customer Experience agent. We run eligibility checks when a patient signs up with Solace and periodically during their time with an advocate.
   • After signing up, patients may claim their Solace account to take advantage of assorted features. Feel free to learn more about that here: Logging in to your Solace Account
2. Physician Intake
   • This is a quick visit with a Solace physician that the patient must attend. 
     • Commercial/Private insurance patients require a Video visit.
     • Medicare insurance patients require a Phone or Video visit.
   • This is not a medical appointment–just a conversation to match patients with the right advocate. 
   • The physician will first and foremost listen. Then, they'll pair the patient with an advocate that fits their needs (e.g., geriatrics, chronic illness, billing/claims, disability, complex care).
     • Why do I have to meet a Solace physician? I already have a PCP!
       • Solace physicians do not prescribe medications or manage ongoing medical care. The primary purpose of the physician appointment is to assess whether the patient could benefit from our medical advocacy services and match them with an advocate with the skills and experience to help. This is an insurance coverage requirement.
3. First Advocate Meeting: Your New Patient Visit (Intro Call)
   • Prior to your intro call, your advocate will review the physician's intake notes and come prepared to connect and learn more. They'll make sure they get all the information they need to begin working on the patient's behalf.
   • Advocate visits can be scheduled as phone or video visits, as the patient prefers.
   • The call might involve defining goals and priorities, agreeing on next steps and planning the next time to connect. 
   • Then, they'll get to work–making phone calls, doing research, and using their healthcare expertise to get results.
4. Ongoing Support
   • Advocates can do a lot, but at their core they will do whatever it takes to get their patients better care. This might include coordinating doctors and appointments, scheduling follow-ups, doing research, appeals and paperwork, organizing your records and keeping you updated on progress.

*All visits occur virtually via phone or video call. Video visits are mobile phone-friendly and do not require a computer; closed-captioning is available.

Typical timelines: 

• Solace Provider calendar availabilities can vary and fluctuate.
  • Physician intake visit can often occur the same or next business day.

  • Initial Advocate visits can typically occur within 1–3 business days.

To check your eligibility and get started, go to our website solace.health or speak to a customer experience agent.