Frequently Asked Questions

FAQ yellow chair with green accents

Getting Started

How do I choose the right advocate?

When searching for an advocate, you can filter by expertise or diagnosis to find someone who specializes in exactly what you’re looking for. Each advocate’s profile will have more detailed information on their experience and approach. Want more personalized service? Call our concierge at (240) 693-3281. We’ll be happy to help you find a good fit.

How many advocates will I need to speak with?

That’s entirely up to you! You might love the first advocate you speak with, or you might need to speak with a couple to find the right experience for your situation. You should feel free to book a few intro calls to find the right person.

How much is an intro call?

Some of our advocates offer complimentary consults, while others with more specific expertise may charge for their time. You can find an advocate’s intro rate on their profile page.

Can I send a message instead?

After booking an appointment, you’ll be able to send a message to your advocate. If you need help deciding if an advocate is right for you, we’re here for you! Call our concierge at (240) 693-3281 or reach out to our team at

Is the information I keep in Solace secure and compliant? 

Absolutely. Solace is certified HIPAA compliant through Vanta and strictly adheres to all appropriate privacy and security procedures.

Intro Calls & Beyond

What if I need to reschedule?

Life happens, we get it. You can cancel and rebook any appointment with 24 hours’ notice at absolutely no cost. If you cancel within 24 hours of your appointment, you may be charged. (Not applicable for free intro calls, of course, but please be courteous.) 

What should I expect in an intro call?

During an intro call, your advocate will listen to your needs, determine if their experience is a good fit for you, and discuss what next steps might look like. After your intro call, you can decide if you’d like to contract this advocate or keep looking.

What happens after an intro call?

After an intro call, if you’d like to work with your advocate, you’ll agree to the terms of your engagement and can ask your advocate to send over a contract to make your relationship official. After that, you can work with your advocate in the manner most suited to your needs.

Can I book multiple appointments?

You can book one intro consultation with each advocate at their intro rate. After that, you’re free to book as many appointments as you like at their usual hourly rate. The rate will be prorated based on each appointment’s duration. 

What do I do if I don’t want to work with my advocate?

If you don’t want to work with your advocate, you can simply indicate on the platform after the call that you’re not interested in moving forward. Advocates are professionals and understand that sometimes, it simply isn’t a good fit.

How do I work with my advocate going forward?

That's up to you and your advocate! On the Solace platform, you’ll have the opportunity to schedule time with your advocate, either online or in person. You’ll also be able to message your advocate to coordinate your needs going forward, and anytime you need to talk.

Contracts & Payments

Do I need to sign a contract?

A contract protects you and your advocate by allocating a specific amount of time to your relationship, so your advocate can help you with your individual concerns. Contracts also allow your advocate to give you an estimate on cost, so you can avoid unexpected expenses.

How does payment work? 

Payments are accepted by credit card securely through Stripe. As part of using Solace, payments are required to be made through the platform in order to ensure safety of all parties involved. For scheduled appointments, your card will be authorized during booking. For other services, advocates will initiate payments through Solace; you’ll receive a weekly invoice every Friday.

Can I use my HSA/FSA? 

As a health-related expense, advocates and care managers are generally eligible for HSA/FSA coverage or reimbursement. 

In Case of Emergency

I’m having a medical emergency and need to talk to someone. 

If you’re experiencing a medical emergency, please call 911 immediately.

Other Questions

What is the Solace service fee?

To help Solace run smoothly and to cover the cost of services like concierge service and when-you-need-it customer support, we charge a service fee on confirmed bookings and advocate services. This rate will be clearly visible on your booking confirmation and any invoices you may incur.

I have additional questions. Who can I reach out to?

Please don’t hesitate to reach out to us at or give us a call at 240-693-3281.


Getting Started

What does it cost to join Solace?

Solace is absolutely free for patient advocates, care managers, and all providers listed on the site. You will never be charged to list your profile and receive business through Solace.

Does joining mean I work for Solace?

No. Advocates and care managers on Solace operate as independent individuals and businesses. You can use the platform to book appointments and get paid for your services. At the end of each year, we’ll send you a 1099 form for tax filing.

How does Solace work?

After completing your profile, you’ll begin appearing in our search results. Prospective clients can read about your expertise and book time with you seamlessly through our platform. You’ll get email notifications about every new booking, and you can message clients at any time.

What features does Solace offer?

Through Solace, you can sync your Google calendar or set a custom schedule for appointments booked through our platform. This allows both prospective and current clients to see when you’re free for bookings. You’ll be able to send messages, keep client notes, and submit payment requests all through our platform.

How can I join?

We offer white-glove service to all advocates on our platform. Set up a call with us at the time that works best for you; we’ll answer your questions and walk you through the process of creating your Solace profile.

Rates & Payments

How do I charge my clients?

Appointments scheduled through Solace will automatically be billed (and paid to you) through Solace. You also have the opportunity to go to your dashboard and manually invoice for your time, line items, retainers, or any other fees. Invoices our client will be automatically charged with the credit card they have on file.

How do my rates work?

When you create your Solace profile, you’ll set two rates: one for your intro calls, and one usual hourly rate. New clients will be able to book one call at your intro rate, and all other calls will be booked at your hourly rate. You can set your rates however you usually would, and you can update these at any time.

What if I don’t charge hourly?

That’s fine! You’ll have the ability to initiate client invoices for your services, including line items. This will allow you to bill for any retainer payments or other fee structures. We’re also actively building features to allow for more effortless flexibility.

How will I get paid?

Solace's integrated payment system allows clients to book and pay you seamlessly through the platform. Connect your bank account securely through Stripe Connect—Solace takes care of any associated fees, so you'll receive deposits for your full rate.

How do I view my invoices?

You can view your invoices on your dashboard, under the “Payments” section. You can also view invoices by client within each client’s details.

Am I required to invoice through Solace?

We guarantee that you’ll be paid for all work performed through Solace. Make sure your work is invoiced through our platform in order to ensure you receive payment. You can download your invoices to integrate with any accounting software you may use.

I’m working with my client in person, how do I account for that?

You have the opportunity to manually invoice for the time you’ve spent with a client through your dashboard. Clients will be automatically charged with the credit card they have on file.

Appointments & Security

What if I need to reschedule?

Life happens, we get it. Please take cancellations seriously and avoid them when possible, but if you need to cancel an appointment, you can do so from your dashboard. We recommend you reach out to your client before this and let them know a good time to reschedule.

I don’t want to work with my client any longer. What should I do?

If you are having issues with your client or feel like it’s no longer a good fit, you have the ability to cancel your agreement with your client. Before you take this step, we recommend that you reach out to your client and inform them of your decision. If you need help, please reach out to us at

Is the information I keep in Solace secure and compliant?

Absolutely. Solace is certified HIPAA compliant through Vanta and strictly adheres to all appropriate privacy and security procedures.

I have additional questions.

Please don’t hesitate to reach out to us at or give us a call at 240-693-3281.