Advocate Engagement & Patient Responsiveness Guidelines

We’ve added a new policy to the Solace Inner Circle, our advocate resources hub, that outlines our expectations for advocate engagement and patient responsiveness. These guidelines help ensure a consistent, reliable experience for patients and shared clarity across our advocate community.

As a Solace advocate, we ask that you:

• Respond to all patient outreach within 2 business days (16 business hours) across phone, email, text, or platform messaging, and log in to the Solace platform weekly to stay up-to-date on patient files.
• Maintain active patient status accurately, including submitting at least one timesheet per active patient per month (minimum 60 minutes of support).
• Touch base with patients weekly, at a minimum, unless a different cadence has been agreed upon, and initiate work for transferred patients within one week of assignment.
• Honor scheduled patient appointments and avoid no-shows and last-minute rescheduling for personal reasons.
• Document planned time away in the platform, so patients are notified and coverage expectations are clear.

The full policy, which can be viewed here when using your Solace-affiliated credentials, includes additional detail on how engagement is reviewed over time and how these expectations help protect both the patient experience and advocate workflows.

Please take a few minutes to review the full policy, and don’t hesitate to reach out with questions. We appreciate the care, professionalism, and reliability you bring to patients every day.