Coverage Policy & Procedure

Sensible Care Therapists must offer coverage for their clients before taking time off to ensure consistent care. Offering consistent sessions is necessary for compliance and to ensure the best experience for our clients.

The following steps must be completed before taking time off:

At least two weeks before time off:
- Submit your time-off request in TriNet for conditional approval
At least one week before time off:
- Inform clients of your upcoming time off and the option to see a covering therapist
- If the client accepts or declines coverage, follow the applicable workflow below

If The Client Accepts Coverage

1. Select the appointment you would like to receive coverage for

2. Click the cog wheel and select "Transfer"

3. You will see an option to "Choose a Covering Provider"

4. Before selecting a provider, ensure they are within scope of the client's age and diagnosis by using the Provider Profile page

5. Select a provider from the dropdown menu

6. The coverage availability for that particular provider will display for you to choose from

7. Select a time and hit "Save Transfer"

8. Your calendar will display the following transfer icon on the appointment

9. The covering provider will receive a notification in their notification bell and a banner indicating "Appointment Transferred"

10. The covering provider's calendar will display the following covering icon on the appointment

11. Document in the Plan section of your progress note that the offer for coverage was made and the client accepted, e.g. "Clinician notified client that they will be out of office. Clinician offered alternative coverage to ensure continuity of care. Client accepted coverage sessions with Theresa Therapist on 11/11 at 1pm. Clinician will resume with client on 11/21 at 1pm."

12. The covering provider will see the client for the needed appointment(s) while you are out, document in the Subjective section of their progress note: "This is a coverage session while usual provider is out of office", and then mark the case as inactive

Kaiser Coverage Documentation

***For Kaiser clients, in addition to the above, follow the below procedure to document coverage in Lucet***

1. You will write a freeform note indicating who is covering for your client in your absence, how many sessions expected, and their planned next session with you

2. The covering therapist will send out the TPI using the MRN found in billing tab of SC 2.0 (MRN never starts with 0, so copy number after 0, if applicable), go to Lucet homepage, and select "Add Assessment"

3. The covering therapist will write a freeform note to indicate coverage session

4. Upon return, you will write a freeform note to indicate resuming care with client

If The Client Declines Coverage

1. Inform the client they may call the front desk if they change their mind while you are out

2. Document in the Plan section of your progress note that the offer for coverage was made and the client declined, e.g. "Clinician notified client that they will be out of office. Clinician offered alternative coverage to ensure continuity of care. Client declined coverage sessions. Clinician advised client to call front desk if they change their mind. Clinician will resume with client on 11/21 at 1pm."

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