Rula understands that clients’ lives are complex and unpredictable. Changes in insurance, financial difficulties, or other factors may occasionally make it difficult to afford therapy. Insurance benefits can also be complex and confusing. While rare, errors in Rula’s systems may incorrectly identify us as in-network. We strive to prevent these issues but take responsibility when they occur, as we understand the impact they have on clients and therapists.
Whatever the reason, we recognize that billing concerns can impact care, causing stress for clients and therapists. Our priority is ensuring clients receive ongoing support, especially during a mental health crisis. In collaboration with our Patient Safety team, Rula’s Billing team has established a Bridge Session process. These sessions allow therapists to provide 1-2 final, solution-oriented therapist sessions while clients explore continued care options.
What is a Bridge Session?
A Bridge Session is a time-limited, billing-authorized exception that allows a Rula Provider (therapy or psychiatry) to provide up to one or two additional sessions when a patient’s account is otherwise blocked from scheduling due to billing issues, and when interruption of care would pose an imminent patient safety risk.
Bridge Sessions are not ongoing treatment. They exist to stabilize the patient, address acute risk, and support a safe transition to continued care, whether inside or outside of Rula.
Bridge Sessions are typically considered when:
- A billing issue or insurance change has interrupted care; and
- The patient is experiencing an active mental health crisis or imminent risk of harm; and/or
- Immediate clinical intervention is needed to reduce risk while next steps are arranged.
If it is determined that discharge is the most appropriate option then therapists can assist clients in finding follow up care, if needed, and completing related termination/discharge tasks in accordance with all ethical, legal, and compliance standards from Rula and your license.
When May Bridge Sessions be Authorized?
While every circumstance involving bridge sessions may be unique, here are some common situations where bridge sessions may be authorized by the Rula Billing Team:
Incorrect in-network status
Our system may mistakenly identify Rula as in-network when we are actually out-of-network.
Unidentified insurance change
Our system may not detect a client’s transition to an out-of-network plan.
Active mental health crisis
Clients in crisis may need urgent care despite outstanding balances.
- If our Billing team has not received a response from a client despite multiple attempts to contact them regarding an outstanding balance, they will put a “Do Not Schedule” hold on the account to prevent further charges and notify the client’s therapist.
- However, therapists may report an active crisis, triggering a review by our Patient Safety team. This team will look for documented evidence of the crisis and will partner with the client’s therapist to determine the next steps for the patient, which may include Bridge Sessions. Note: Any additional sessions will contribute to the outstanding balance.
If the Bridge Session process is applicable to the client’s situation, the Rula Billing team will keep you updated via email at every step of the way. We appreciate your partnership as we work together to support the client!
You can learn more about the Bridge Session approval process from our Patient Safety Manager, Kristy Paterson, in the video below.
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