When coverage disruptions happen, you don't have to navigate them alone. Whether the issue involves a client's lapsed or changed coverage or a network status change on your end, Grow has processes in place to help you and your client navigate the situation safely.
How Grow Handles Coverage Issues
Coverage issues can arise in a couple of different ways:
A client loses or changes insurance. A client's coverage may lapse, expire, or change in a way that affects their ability to continue sessions under their current plan.
A provider becomes out-of-network. In some cases, a provider's network status with a given insurance plan may change, meaning Grow or the provider is no longer in-network for that client's plan, even if the client's insurance is otherwise active.
When a coverage issue is identified, Grow reaches out to both you and your client to help find a resolution. The team makes multiple contact attempts and works to keep everyone informed along the way. If the issue remains unresolved, future appointments may be affected, and Grow will work with you to understand your options.
What Options Are Available to Your Client
Depending on the situation, clients may have access to one or more of the following:
Updating their insurance information to restore coverage
Rematching with an in-network provider
Short-term bridge sessions to support a safe transition while coverage or network issues are being resolved
Your Clinical Judgment Matters
You are in the best position to assess whether a disruption in care is clinically meaningful to your client. If you have concerns about how a coverage change is affecting your client, you don't have to wait for a formal process to escalate. Grow's support pathways are available to you at any time, and clients with elevated clinical risk can be supported outside of the standard workflow.
Supporting At-Risk Clients
If a disruption in care isn’t safe for your client, additional support is available:
Care Coordination: Grow can assist with transition planning and referrals to a higher level of care when clinically indicated
Clinical Risk Consultation: Submit a consultation request if you'd like personalized support managing risk during a coverage transition
Clinical Risk Peer Consultation Group: Bring complex cases to the group for shared clinical thinking
Safety planning support: If your client doesn't already have a safety plan in place, a coverage disruption can be a meaningful moment to revisit this together
For clients in acute crisis, connecting them to support that exists independent of their insurance status is always appropriate:
988 Suicide and Crisis Lifeline: Call or text 988
Emergency services: Call 911 or go to the nearest emergency room if there is an immediate risk to safety
A gap in coverage doesn't change what your client may need clinically, and it doesn't mean you're without options. Grow is here to help you navigate this alongside your client.
When to reach out to Grow
Reach out to Grow's support team using the Help Widget in your provider portal if:
You have concerns about a client's safety during a coverage transition
You'd like guidance on whether additional clinical support or bridge options may be available
You need help with referral coordination or transition planning
You're unsure how to talk with your client about what's happening with their coverage
Takeaway
Coverage disruptions are stressful, and the clinical stakes can feel high when continuity of care is at risk. Grow's support teams, care coordination resources, and clinical risk programs are here to support you.