Questions people ask us
If your question is not here, call 413-GET-CARE and ask. We would rather tell you plainly whether we can help than have you guess.
First things first
A patient advocate is a trained professional who handles the parts of healthcare that are not the medical care itself: appointments, records, insurance paperwork, prescription costs, and the phone calls nobody has time for. They work for the patient, and they coordinate care rather than provide it.
Careway pairs Medicare-eligible patients with a personal health advocate, supported by a care team that includes a physician. The advocate is a real person you get to know, and they stay with you rather than rotating between cases.
Careway is for people with Medicare who are managing a health condition and the work that comes with it. It is also for the adult children and spouses who have been quietly running that work themselves.
Careway serves patients in California, Florida, Michigan, Ohio, and Wisconsin. Advocates work with you by phone and video, so you do not need to travel to see them.
You meet with a Careway doctor to talk through your health history and what has been frustrating. After that you are matched with an advocate who becomes your regular point of contact, and the two of you decide what to work on first.
Most people have their first visit within a few days of signing up. Checking whether you are eligible takes a couple of minutes online.
Coverage and cost
Yes. Medicare covers this work through its care management programs, which pay a care team to help patients handle the practical obstacles and coordination that get in the way of their care.
Careway bills Medicare directly, and standard Part B cost-sharing applies the same way it does for other covered services. If you have a supplemental insurance policy (Medigap) or Medicaid, your standard coinsurance may be fully covered.
If you have both Medicare and Medicaid, you pay $0 out of pocket. Federal rules prohibit billing people with both programs for Medicare cost-sharing.
Careway works with Original Medicare and with select Medicare Advantage plans. The eligibility check tells you where your specific coverage stands, and we do not recommend or sell any plan.
No referral is needed. You can start on your own, and your advocate works alongside your existing doctors rather than replacing any of them.
They are Medicare services that pay a care team to address the practical barriers affecting someone's health, such as transportation, food, housing conditions, and difficulty navigating care, alongside the coordination a serious illness demands.
We tell you plainly and point you toward other options, including your state's free Medicare counseling program. There is no cost for finding out.
Working with your advocate
You reach your advocate by phone, and they reach you the same way. You are not calling a general line and explaining your situation from the beginning each time.
Most people speak with their advocate at least monthly, and more often when something is happening, such as a hospital stay or a new diagnosis. The rhythm is set by what you need.
Either. Most conversations happen by phone because that is what works best for most patients, and video is available when you prefer it.
Your advocate can join appointments by phone or video and take plain-language notes. Many patients say the notes afterward are as useful as the visit itself.
Yes, with your permission. A large part of the work is making sure your doctors have what they need and that you understand what was decided.
Yes. Careway is a healthcare provider and follows HIPAA. Your information is shared only with the people you authorize.
For families and caregivers
Yes. Families start this process all the time. You can begin the sign-up on their behalf, and your parent takes part in the first visit so they know who their advocate is.
Yes, with your family member's permission. Advocates work with families regularly and will keep you in the loop at whatever level your parent is comfortable with.
No. Power of attorney is not required for your parent to work with an advocate. If your family is thinking about those documents, an advocate can explain what each one does and help you find an attorney.
No. Long-distance families are one of the most common reasons people call. Your parent needs to live in a state Careway serves; you can be anywhere.
Advocates work with families in this situation constantly. The advocate keeps the family informed, brings observations to the doctor, and helps organize safety and legal planning while your parent can still take part in decisions.
For clinicians and partners
Use the referral form on this site, and we take it from there. You do not need to arrange anything beyond letting us know.
You get the follow-through: appointments kept, records moved, prior authorizations chased, and a note when something you should know about comes up between visits.
Advocates do not diagnose, do not interpret symptoms, and do not recommend or adjust medications or treatments. Clinical decisions stay entirely with the treating clinicians.
Yes. Plans and risk-bearing provider groups can reach the team through the page for payors and plans on this site.
Talk to someone who can take this on
Checking whether you qualify takes a couple of minutes. If we are not the right fit, we will tell you plainly.
Covered by Medicare. If you have a supplemental policy (Medigap) or Medicaid, your standard coinsurance may be fully covered.