Frequently Asked Questions

• Does Care Solace help a specific age group?

  Our care coordination service is designed to benefit the entire community, regardless of age. We help individuals of all ages find the mental health care or substance use treatment services they need.

• Which treatment pathways can Care Solace help clients find?

  We match individuals to both mental health and substance use services such as individual therapy, psychiatry, intensive outpatient programs, residential inpatient programs, partial hospitalization, medical detox, and intervention services.

• How does Care Solace connect individuals to my agency/practice?

  Individuals may utilize Care Match, our anonymous online self-service tool. Here, they complete a short questionnaire about their needs and our proprietary database provides a list of curated resources matched to their needs. They can choose to call resources on their own, or contact Care Solace directly for care coordination assistance. 

  In addition, an organization we partner with may submit a Warm Handoff^® referral to Care Solace. Once we receive a Warm Handoff, the individual is contacted with a brief questionnaire and a dedicated Care Companion^TM coordinates care on their behalf.

• How does your matching process work?

  Our matching process takes into account the client’s ages, area of concern, desired treatment approach, insurance, special considerations and preferences, location, and willingness to travel. Using this information, we identify providers that are potential matches. 

• What happens after I am identified as a potential match for an individual?

  If you are identified as a potential match, a Care Companion will contact you via phone or email (if you are enrolled in email intake). The Care Companion will confirm the following:

  1. You are accepting new clients

  2. You are able to treat the client based on age and area of concern

  3. You accept self-pay or the client’s insurance

  4. Your soonest available appointment date

  If you are a match for an individual, you will be added to the short list of confirmed resources for the client. The individual will select a resource from the list and either reach out to you directly to schedule an appointment or have their Care Companion hold a conference call to schedule the appointment.

• My organization/practice offers group therapy and support groups. Does Care Solace connect individuals and families to these types of services?

  We do not directly connect our clients to group therapy or support groups at this time. This is something we may offer in the future.

• My organization/practice has more than one clinician. How can additional clinicians and their specialties be added to my Care Solace profile?

  From your Provider Profile, under general select "Add Clinician" and enter their information.

• What happens after I verify my Care Solace Provider Profile?

  As individuals near you utilize Care Solace's care coordination services, we'll match you with clients whose needs match your offerings, specialities, insurance coverage and availability. Getting matched to individuals comes at no cost to you as a provider.

  It's important to keep your information up to date to receive the most suitable matches from us. You can access the Provider Portal at any time to update your information.

• How can I update my existing Care Solace provider profile?

  The best way to access your profile for updates is to become a Verified Provider. Alternatively, you can respond to any of our appointment requests and you will be directed to the Provider Portal where you can make updates.

• Does it cost anything for a provider to maintain a profile in the Care Solace database?

  We do not charge providers a fee to be part of our database and you will never be charged to receive referrals from Care Solace. We strictly match people in need to the providers who are best suited to serve their needs and preferences. We are not a brokering service and do not maintain formal partnerships with providers.

• I was contacted by a Care Solace Care Companion, how do I respond to let you know if I can help the client or not?

  If you received the request by email, simply click the "Let Us Know" button and you will be directed to the Provider Portal where you can respond.

  If you have the case number, you can go to caresolace.com/providers and enter your case number and phone number to access the Provider Portal and respond.

  If you do not have the email or case number, you can call or text us at 888-515-0595 or email weserve@caresolace.org.

• I would like to talk with someone about my experience as a provider working with Care Solace, who should I contact.

  We always want to hear from you. You can reach out to providers@caresolace.org to schedule a meeting with one of our Provider Support Team members. 

• How does Care Solace support my work when my practice is not accepting new clients?

  You may place a temporary pause on your profile. During this time you will not receive any new availability requests. You can do this one of two ways:

  1. When you receive an appointment request from us, login to the Provider Portal. Answer no to the first question "Are you accepting new clients?". The Portal will then give you the option to pause your profile and select a date to resume.

  2. In your Provider Portal, select "edit profile" from the general tab, then select "suspend". It will then ask when you would like to resume appointment notifications.