Frequently Asked Questions
Below is a list of questions that may come to mind. If you have a question that is not listed, please don't hesitate to email us or ask your Care Specialist.
Billing & Plan Questions
What if I start a plan mid-month?
All plans will have the total amount due at the start of the month because your payment date will be automatically the same day of the following month unless requested otherwise.
What if I don't use all my Care Specialist hours for the month?
If you do not use your care management hours for the month and are still an active client, the unused hours will roll over into the next month. For example, if your plan has 3 hours of care management services each month, but you only used 2 hours, the next month, you will have 4 hours available. This will be noted on your invoice of how many hours you have for the coming month. If you decide to cancel or end services, any hours you have must be used before you cancel.
What if I don't use all my care coaching hours for the month?
If you do not use your care coaching hours for the month and are still an active client, up to one hour can be rolled over to the next month. F If you decide to cancel or end services, any hours you have must be used before you cancel.
What methods of payment are available?
You can pay by check, credit card (excluding American Express), or Venmo. Processing fees do apply for credit card or Venmo transactions.
If I go over my hours for the month, what will I be charged?
You will have two options: (1) If applicable, you can upgrade to a different plan to avoid paying the hourly price, or (2) you can be charged the individual hourly rate fee listed in your service agreement. You will be notified in advance by your Care Specialists if you may go over your hours so you can decide what will be the best option for you.
Can I change my method for automated billing?
Yes, you can update your payment method as long as you do it at least 24 hours before the monthly charge date listed on your service agreement.
What are my options for when can payments occur?
If you are using a plan, you can choose any day of the month between the 1st and the 20th. If the day falls on the weekend, it will be completed the next business day after the selected date.
Service Questions
How can I request for a specific service?
You can submit a service request to your Care Specialist either in the customer portal or via email? Your Care Specialist will confirm the request and follow up within 1-2 business days to confirm and any questions related to the request.
Do you handle urgent requests?
If you are an active client, you will need speak to your Care Specialist about urgent requests. Most requests are not urgent, however if you feel that you are experiencing a medical emergency, you are to call 911.
When can I cancel and how?
You can cancel at any time. All you need to do is notify your Care Specialist. Any service hours not used will be forfeited.
Why do you require a Initial meeting?
A discovery meeting is needed to complete paperwork and cover any needed information to get started. It allows the Care Specialist to best serve you and provide the best options.
Can a third party place a service request?
We commonly receive service requests from family members; however, if the client is 18 year or older and is able to understand the extent of the services, we must notify them of the request. If the client is a minor or is not able to understand, the primary caregiver or power of attorney will be notified of the request.
How is my personal information protected?
We use encrypted email service as well a secure client portal that has all of your data and files transferred via 256-bit SSL encryption (the same level of security used by most banks), and all data is stored on a HIPAA compliant site. This ensures information and data in the portal is protected in a compliant environment.