Welcome to Total Life!

The Care Coordinator site is an essential tool designed to empower our care coordinators as they support both new and existing clients throughout their journey with Total Life. Care coordinators are key to ensuring that each client feels welcomed and guided every step of the way. From the moment a client first reaches out, care coordinators handle the onboarding process, helping individuals over 65 take the first steps to connect with the right therapist. They focus on finding the best therapeutic match for each client, emphasizing a relationship that fosters comfort and lasting mental wellness.

Announcements for the Week

05/04/2025 - 05/10/2025

General/Clinical                                Onboarding                                   Active Care                                         Insurance and/or Billing

  • Avoid booking clients for individual therapy and couples therapy on the same day.
  • Refrain from transferring calls from clients to providers for their sessions for security reasons. If it is needed, please click the "stop recording" button on your Aircall BEFORE transferring the call.
  • Please close all messages after dealing with them. Whether this is an email conversation or Heymarket conversion, this will help keep the inboxes cleared out and avoid duplicate work.
  • When a provider has their states off in Healthie, this means they are not accepting new clients! Refer to pinned announcement in carecoordinator-communication
  • Please check the insurance after dealing with a client that has a "Resubmission" task. Oftentimes these are clients that have been in our system for a while and potentially have changed plans.
  • Couples and Family Initial Session Appointment types now available in Retool!
  • This week try helping existing clients if they call in! If you run into a wall, transfer to Active Care Team and ask afterwards for guidance on how you could've resolved it!
  • Invite emails do not expire, Healthie said “By default, the client invite email is valid until the client sets a password or a new link is generated. If the client receives the reset password email, then the email will expire within 24hrs.”
  • Flag tasks that are not populating for clients to Steve and Julia (i.e., Follow up, Intake forms not complete, etc.)
  • This week try helping new clients if they call in! If you run into a wall, transfer to Onboarding Team and ask afterwards for guidance on how you could've resolved it. This is important for converting a lead because as soon as they get off the phone, their chances of booking with us are much lower!
  • DEDUCTIBLES! Always check for these because a lot of our clients still have not paid them off.
  • To view what a charge entails for a client after they've received their bill, go their Healthie profile and view the billing tab which contains all the invoices. If you click on the invoice ID it will give you more information on what the charge was for.
  • Allstate insurance cannot be verified on retool. You can assume full coverage as these are often plan G supplementals. Please flag to Julia for further verification if needed.
For Care Coordinators

Resources

Other than the regular systems we use (i.e., Healthie, HubSpot, Retool, etc.), these links are important to have access to throughout your shift. Please bookmark all the below links as they will be useful to you:

Rate Sheet
Rate Sheet
Medicare Government Site
Medicare Site
Therapist Overview
Sorted Google Sheet
Insurance Codes for Retool
Codes
Escalations to Clinical & Case Managers
Escalations
Guidelines for Using the Provider Search in Retool
Guidelines
Emergency Protocols + Risk Report Form
Guidelines
Risk Report
Billing Tags in Retool
List of Billing Tags
Request for Fixes: Developers
IT REquest
Please note this is for fixes with hubspot or retool
Common Insurance ID Formats
id formats
Care Coordinator Chat Bot
ask me anything
Provider Feedback Form
Feedback Form
AC Meeting Notes
&
Onboarding Meeting Notes
Active Care
Onboarding
Wellness Membership: CC Guide
canva
this is a page that contains all need to knows for Wellness Program

How to...

Referral Information Page:

Total Life Therapeutic Approaches:

Understanding Total Life

What is Total Life?

Total Life is a dedicated platform designed to simplify the process of finding the right therapist for healthier aging. We understand that searching for mental health support can be overwhelming, especially when navigating Medicare and insurance coverage. That’s why we’ve created a straightforward, stress-free way for individuals 65+ to connect with affordable, compassionate therapists. Our online counseling services are specifically tailored to meet the unique needs of individuals over 65, with Medicare often covering the costs, and supplemental insurance making sessions free for many clients. With just a few simple steps, clients can find a trusted, licensed therapist to support their mental well-being. Total Life is here to replace the frustration of traditional searches with a reliable, seamless connection to mental health care online.

Our Therapists

Our therapists at Total Life are licensed, compassionate professionals dedicated to supporting the mental health needs of individuals over 65. Our team includes Licensed Clinical Social Workers (LCSWs), Psychologists, Associate Social Workers (ASWs), Assistant Psychologists, and Licensed Professional Counselors (LPCs). Each therapist is experienced in addressing the unique challenges faced by individuals 65+, providing personalized care to help clients navigate life’s transitions and enhance their well-being.

Online Sessions

Clients at Total Life can access therapy easily through phone call sessions or secure video sessions on Zoom, all from the comfort of their own home. Whether clients prefer the convenience of a phone session or the face-to-face connection of video, we ensure a smooth, supportive experience tailored to each individual’s needs.

Total Life Team

Our team at Total Life includes licensed therapists, care coordinators, billing specialists, management, HR, insurance and clinical teams, and tech support—all working together to provide seamless, personalized care. Care Coordinators can reach out to any department at any time to ensure each client has the support they need, from onboarding and insurance verification to ongoing therapy and technical assistance.

AREAS TO KEEP IN MIND

What's Expected in your Role

As a Care Coordinator at Total Life, your role is pivotal to creating a smooth, supportive experience for our clients. Efficiency and precision are key to excelling in this role, so here are some expectations to help you work effectively:
Prioritize Following Up with Clients
Embrace Continuous Learning
Communication with Team Members
Familiarize yourself with Insurance

Visit the Slack channel below to view any updates that will help you stay proactive in your work:

Care Coordinator Reviews

The work our Care Coordinators do is truly integral to the success of Total Life. Each day, they provide compassionate support, seamless onboarding, and vital assistance to our clients, ensuring they feel heard, valued, and guided at every step. Care Coordinators are often the first and most consistent point of contact for our clients, making their role indispensable in fostering a welcoming, reliable, and positive experience. Here are some reviews and shoutouts that highlight the exceptional work you do, showcasing the dedication and impact our Care Coordinators bring to Total Life:

Helpful, easy to talk to, no judgement, seemingly concerned about me.
The man who called me had a calm and caring voice making me feel safe
Kind person walking me through the process
Fast and professional. She listened and matched me appropriately.
So far the evaluation process is thorough and impressive
Click the button below to view the most recent feedback we have received from Total Life clients