Processing Caregiver & Legal Guardian Requests

Objective: A simple guide for setting up account access when a member or their representative needs to add a Caregiver, or Legal Guardian.

 Initial Account Registration

Before any legal documents can be processed, the caregiver/POA must ensure the new individual has a profile in the system.

• Direct the Caller to Register: Instruct the caller that the very first step is to sign the person (the member) up for an account.

• Provide Sign-Up Options: Guide them to complete this initial registration via the mobile app or the online portal.

Suggested Talk Track: > "To get started with adding a caregiver, the first step is to make sure they are signed up in our system. You can easily complete this initial sign-up process through our mobile app or online portal."

Document Collection & Upload

Once the sign-up is complete, the caregiver/POA must ensure the proper legal documentation is captured in the system to grant account access.

• Request Legal Documents: Instruct the caller that they must submit official evidence of guardianship or POA.

• Provide Upload Instructions: Guide them to navigate to the Documents section of the User App or Website to securely upload their files.

Suggested Talk Track: > "Now that they are signed up, we need to verify the Power of Attorney or guardianship documents. Please go to the 'Documents' section of the app or website and securely upload those files there."

 Setting Clinical Expectations

After the caller understands the registration and upload steps, it is crucial to set accurate expectations regarding the next steps in their care strategy.

• Explain the Review Process: Let the caller know that once the documents are successfully uploaded, they are sent directly to the Clinical team for review.

• Inform Them of the Follow-up: Advise the caller that after the Clinical team reviews and approves the POA/Guardianship documents, a clinical representative will reach out to them directly to discuss and finalize the care strategy.

Internal Routing & Ticket Creation

Per standard operating procedures initiate an internal hand-off to ensure the member is properly engaged moving forward.

• Create a New Ticket: Open a new support ticket in  Zendesk

• Route to Coach Support: Assign this ticket directly to Coach Support.

• Add Ticket Notes: Detail that a POA/Caregiver addition has been requested, the caller has been instructed to sign up and upload documents, and Coach Support needs to initiate their standard process for engaging with the member.