FAQ

What is the role of an independent Patient Advocate? 

Independent patient advocates work directly for you, not for hospitals or insurance companies, and ensure your needs and wishes are the first priority in care.

Independent patient advocates play many roles – liaison, interpreter, project manager, researcher, ally to medical teams and sometimes diplomat-negotiator. They help you understand and process health challenges you’re facing and make informed decisions that you feel good about. Their value is providing an independent perspective that can bring clarity and ease the burden of managing your health. 

What is the education and training of independent patient advocates?

Independent patient advocates have diverse backgrounds and bring a wealth of experience. Some have clinical training, experience in healthcare administration, insurance, social work or other health-related field; others have backgrounds in legal, financial, business and non-profit work. All have significant experience, skills and knowledge of health care and the healthcare system. A growing number of independent patient advocates are former patients and caregivers, representing the patient/family perspective to both clients and medical teams. 

All Board Certified Patient Advocates receive credentialing by the Patient Advocate Certificate Board (PACB) after passing a rigorous exam. Once certified, they are required to receive continuing education and professional development, attending workshops, webinars and conferences to maintain and expand their knowledge.

Does insurance pay for your services? What if I can’t afford an independent patient advocate?

My services working directly for you as a personal health consultant are not yet covered by health insurance.

I offer free consultations, sliding scale payment agreements on a case-by-case basis and pro bono services. Some employers and other sponsors pay for my services in a cost-sharing arrangement. I also refer clients to free or low-cost patient advocacy organizations.

Can I retain you as an advocate for another family member?

Yes. Patient advocacy services can be requested directly by a client, or by a surrogate decision-maker or other family member concerned about the client’s care and well-being. In such cases, my allegiance is still to the client, even if services are paid for by another family member. I can also conduct fact-finding and research and provide resources for family members seeking to better understand their loved one’s health challenges.

Healthcare navigation and patient advocacy services are available to me as an employee benefit. How are your services different?

Patient advocacy and healthcare navigation services through employee assistance (EAP) plans help with general inquiries such as finding in-network providers, helpful resources and answering insurance-related questions. My services are customized and both broad and deep in scope, depending on your needs. As an independent patient advocate, I can be an intermediary with your company’s HR department to maximize your EAP benefits while providing the services you need.

How and where do you meet with clients?

Client meetings can be in-person, at a doctor’s office or other facility – or remotely, by phone or videoconference (Zoom, FaceTime, WhatsApp or Skype).

How do you charge for your services?

Fees are based on scope of engagement, complexity and extent of services, determined on a case-by-case basis. A retainer of 8 hours is requested of new clients, after which billing is issued monthly or biweekly, payable by credit card, Zelle or other bank transfer. A flat rate fee for a more in-depth, 2-hour initial consultation is $250.

What services are not provided?

I do not provide transportation to doctor’s appointments but can refer clients to non-emergency medical transportation services. I do not replace medical care provided by your doctors or other healthcare professional, and do not make decisions for, or on behalf of, a client.

How do you protect my personal health information?

Your interactions with me, verbal and written, are strictly confidential. I do not share personal health information with anyone other than the designated parties, you, the client, assign.

Our communications and your personal health information is securely managed via encrypted email, 2-factor authentication to patient portals and HIPAA-compliant services.

Policies

Disclaimers

• I do not examine, diagnose or treat patients, prescribe medications, or otherwise manage any medical condition.
• I do not replace medical care provided by your doctor or other healthcare professional.
• I do not make decisions for, or on behalf of, a client.
• If a client’s needs are outside the scope of my expertise, I refer them to other qualified professionals or suggest consultation that includes a secondary specialist patient advocate.
• I do not guarantee medical, legal or financial outcomes.
• Information provided on this website and as part of a client agreement is not a substitute for professional medical, legal or financial advice.

Code of Ethics

• As a Board Certified Patient Advocate, I adhere to a professional code that consists of Principles, Ethical Standards and a Code of Conduct, and maintain core competencies and best practices required by the Patient Advocate Certification Board (PACB).
• Spark Health Navigation does not discriminate and is fully inclusive, serving all people regardless of ethnicity, sexuality, gender identification or religious beliefs.
• Spark Health Navigation complies with the principles of the Americans with Disabilities Act (ADA).

Privacy and Confidentiality

• Your interactions with me, verbal and written, are strictly confidential.
• Your personal health information is securely shared and handled via HIPAA-compliant services. All email is encrypted.
• I do not share personal health information with anyone other than the designated parties you, the client, assign.