Frequently Asked Questions
Getting Started
Begin your search on our homepage. You’ll start by answering a few important questions that will help us match you to advocates with the right expertise for you. Explore profiles to get a feel for each advocate's approach, experience, and more. Want more personalized service? Call our concierge at (240) 693-3281. We’ll be happy to help you find a good fit.
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. Feel free to book a few intro calls to find the right person; you can book up to three intro calls.
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.
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 support@solace.health.
Absolutely. Solace is certified HIPAA-compliant through Vanta and strictly adheres to all appropriate privacy and security procedures.
Intro Calls & Beyond
Life happens, we get it. Please be courteous! 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.
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.
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.
You can book one intro consultation with each advocate at their intro rate, and you can book up to three intro calls at once. After agreeing to work with an advocate, you’re free to book as many appointments with that advocate as you like, which will be charged at their usual hourly rate.
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.
On the Solace platform, you’ll have the opportunity to schedule time with your advocate, share files, add your care team or family members, and more. You’ll also be able to message your advocate to coordinate your needs going forward.
Contracts & Payments
To begin working with an advocate, you will need to sign a contract on Solace following your intro call. 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 and share specific goals they attend to work toward on your behalf.
As part of working with your advocate on Solace, they will bill you through the Solace platform as necessary. When your advocate invoices you, we’ll send a copy of the invoice to your email and Solace dashboard, and, we will charge the payment card you have associated with your account. All payments are completed securely through Stripe, a trusted payment processor.
As a health-related expense, advocates and care managers are generally eligible for HSA/FSA coverage or reimbursement.
In Case of Emergency
If you’re experiencing a medical emergency, please call 911 immediately.
Other Questions
To help Solace run smoothly and to cover the cost of services like concierge service, HIPAA security, and when-you-need-it customer support, we charge a fee on advocate services. This rate is already included in any prices you see around the site.
Please don’t hesitate to reach out to us at support@solace.health or give us a call at 240-693-3281. We're here to help.
Getting Started
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.
No. Advocates and care managers on Solace operate as independent individuals and businesses. You can use all features on the platform and get paid for your services at absolutely no cost. At the end of each year, we’ll send you a 1099 form for tax filing.
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.
We offer too many amazing features to mention here, but here are some highlights! Through Solace, you can sync your Google or Outlook calendar or set a custom schedule for appointments booked through our platform, allowing clients to see your schedule at a glance. You’ll also be able to send contracts and messages, keep client notes, manage tasks, submit payment requests, and much, much more—all through our HIPAA-verified platform.
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
Billing is a breeze with our handy invoicing features. Appointments scheduled through Solace will automatically be billed and paid to you. You can also use our invoicing feature (located on your dashboard) to create custom invoices for your time, expenses, retainers, and more. Invoiced clients will be automatically charged via the credit card they have on file.
When you create your Solace profile, you’ll set two rates: one for your intro calls with prospective clients, and one for your hourly rate. New clients will be able to book one call at your intro rate, which you can also offer at no charge. Future calls booked through Solace will be invoiced at your hourly rate. You can always use custom invoicing to adjust charges and rates, and you can update your rate settings at any time.
That’s fine! You have the ability to initiate custom invoices for your services, including line items. We also offer a retainer contract payment format. This allows you to bill for any retainer payments. Our custom line item format will accommodate any other fee structures. We’re also actively building features to allow for more effortless invoicing.
Solace's integrated payment system allows clients to book and pay you seamlessly through the platform. Connect your bank account quickly and securely through Stripe Connect. Solace takes care of any associated payment processor fees, so you'll receive deposits for your full rate.
You can view your invoices on your dashboard, by clicking the “Get Paid” icon. You can also view invoices by client within each client’s file.
Yes. We guarantee that you’ll be paid for all work performed through Solace. Make sure you invoice clients through our platform to ensure your invoices are covered by that guarantee. You can even download invoices or sync Quickbooks to integrate with any accounting software you may use.
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
Life happens, we get it. Please take cancellations seriously and avoid them when possible, but if you need to reschedule or cancel an appointment, you can do so from your dashboard. We recommend you reach out to your client before cancelling and let them know a good time to reschedule.
For whatever reason, if your relationship with your client no longer feels like a good fit, you have the ability to cancel your agreement with them at any time. Before you take this step, we recommend reaching out to your client and informing them of your decision. If you need help, please reach out to us at support@solace.health.
Absolutely. Solace is certified HIPAA-compliant through Vanta and strictly adheres to all appropriate privacy and security procedures.
Please don’t hesitate to reach out to us at support@solace.health or give us a call at 240-693-3281.
