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 Clinical Quality 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 allows a therapist to meet with a client temporarily to discuss any billing changes with the client and plan for continued care.
During these sessions, therapists can help clients develop coping strategies (including a safety plan if the client is high-risk), encourage them to contact Rula Billing to get more information, share relevant resources, and create a plan for ongoing care.
If it is determined that discharge is the most appropriate option then therapists can assist clients in identifying new therapist referrals, confirming an appointment with a new provider, 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:
Incorrect in-network status
Our system may mistakenly identify us as in-network when are actually out-of-network. For example, the system may say that we are in-network with a Kaiser plan, but the plan is actually a Kaiser MediCal plan, with which we are currently not in-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 can inform our Billing team about the active crisis, triggering a review by our Clinical Quality team. This team will look for documented evidence of 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 during this difficult time.