New Client Implementation Guide

NEW CLIENT Implementation Guide

01. Welcome to Carebridge EAP 02. Communicating with Carebridge 03. Meet Your Dedicated Account Manager 04. Overview of Services 05. Eligibility Files & Billing 06. Reporting 07. Tips For Getting Started 08. Thank You

TABLE OF CONTENTS

WELCOME TO CAREBRIDGE EAP!

Carebridge EAP provides preventive and proactive mental health care and work-life benefits to employees and their loved ones. We work with premier organizations like yours to create mentally healthy workforces nationwide. Our mission is to provide easy, 24-7 access to mental health counseling, life coaching, behavioral change tools, and mindfulness practice through telehealth, in-person, phone, chat, and our digital platforms.

We’re Built on a Foundation of Helping Others

We began in 1990 when our founder, Richard Betts, recognized a desperate need for working families to find high-quality childcare and eldercare services without having to research each option on their own. The excellent customer service we provided naturally expanded into the full suite of work-life services we still offer today. Our EAP was born at the request of our work-life clients who struggled to find an employee assistance program that could match the high level of compassionate support they received from Carebridge. Our rooted desire to help others —and ability to quickly pivot to meet our customers’ needs— became the foundation for how we continue to operate our business today.

Improve employee satisfaction

01.

Reduce organizational costs

02.

As your trusted EAP, Carebridge is committed to helping you:

Lower disability claims

03.

Decrease employee absenteeism

04.

Increase employee retention

05.

Eliminate financial barriers to accessing mental health services

06.

Boost employee productivity

07.

COMMUNICATING WITH CAREBRIDGE

For Your Employees

Your access code: XXXXX

Your organization is issued a unique code to gain access to all our digital tools. This also allows us to track utilization back to your employees. Be sure to communicate this access code clearly and consistently.

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Call us at 800.437.0911 for any need 24-7-365 to connect with an intake coordinator, licensed clinician, and/or work-life counselor.

Email us at clientservice@carebridge.com

Download our mobile app

For employee crisis, workplace trauma, grief/loss,

formal referral, management

For Your HR/Benefits Team

consultations, or any time our clinical EAP services are needed, call 800.437.0911 for immediate assistance.

Reach out directly to your dedicated account manager via email or phone to discuss business strategies such as: • Promoting Carebridge services • Utilization reports • Open enrollment support • Events and health fairs • Contracts • Billing questions

MEET YOUR DEDICATED ACCOUNT MANAGER

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OVERVIEW OF YOUR CAREBRIDGE CONTRACT

Contract Dates (Start Date – End Date)

01.

Employee Count

02.

$X.XX PEPM

03.

# of Counseling Sessions

04.

# of Life Coaching Sessions

05.

# of Included CEUs (CISD hours, wellness fairs, events, etc.)

06.

Formal Referrals (Y or N)

07.

Informal Referrals

08.

Manager Trainings

09.

Guaranteed 24-7-365 Access

• Live answer call center within 12 seconds. Speak directly with a mental health professional for confidential in-the-moment support, personalized care plan, and appointment scheduling. • Mobile app with click-to-call, email, chat feature, monthly learning events schedule, and preventive mental health support. • Member website with single sign-on (SSO) featuring educational resources, childcare locators, financial calculators, legal forms, discount shopping, and more. • Optimizations that are accessible and inclusive of all users including site adaptations for vision or motor impairments, cognitive disorders and neurodevelopment disorders and call center translation services in 240 languages and for hearing impairments.

OVERVIEW OF YOUR CAREBRIDGE CONTRACT

Mental Health

01. In-network providers that overlap with your health insurance to ensure when set number of EAP sessions is complete, your employee can continue seeing the same provider paying only their co-pay. Out-of-network providers available to ensure your employees have more options and shorter wait times. • Same day appointments for urgent issues. • Same day referrals for drug and alcohol recovery including medically assisted detox, in-patient, intensive outpatient, and outpatient programs. • Carebridge 360° Support for Co-Occurring Issues to address concerns from all angles so employees can quickly get back to life and work. • Virtual Support Groups for stress, burnout, caregiving, and grief & loss meet monthly. 02. • Carebridge network of over 70,000 mental health providers including licensed clinicians, psychologists, trauma specialists, substance use disorder (SUD) professionals, life coaches, trainers, and presenters.

OVERVIEW OF YOUR CAREBRIDGE CONTRACT

Work-Life Support

• Unlimited access to work-life counselors with expert guidance, referrals, and educational resources for:

Eldercare

Childcare

ID theft

Financial

Parenting

Home repair

Convenience services

Relocation

Pet care

Education planning

Special needs

Legal

Organizational Support

• Unlimited manager consultations for referrals, policy support, stress debriefing, and leadership development. • Workplace critical incident support with immediate trauma specialist consultation, telephone outreach, and post-incident guidance. In-person or virtual critical incident stress debriefing (CISD) is available following the event for an additional fee. • Trauma response for local and national events including workplace trauma and death of an employee. • Leadership training to support a mentally healthy culture within your organization. Includes education in empathy, recognizing employee burnout, and work-life support. • Formal referrals to assist with employee work-performance concerns. • Expert-facilitated learning events covering topics relevant to employees; 100+ developed training topics are available.

OVERVIEW OF YOUR CAREBRIDGE CONTRACT

Behavioral Change

• Life coaching for subclinical concerns, accountability, and motivation. • Tobacco cessation program with evidence-based coaching sessions and insightful educational resources to help quit tobacco for good. • Mindfulness website and app with live meditations and immersive programs on topics such as stress, burnout, anxiety, weight balance, coping with chronic pain, and more. • Artificial intelligence chat tool for non-clinical support with sleep, loneliness, healthy eating, and motivation. • Quarterly wellness video course highlighting topics such as DE&I, mental health, emotional wellbeing, nutrition, and more.

CAREBRIDGE ELIGIBILITY DATA SUBMISSION PROTOCOLS & GUIDELINES

Preparing Your Eligibility Data

The eligibility information Carebridge requires to provide your EAP and/or Work-Life services is generally limited to employee names, addresses, and company location (if multi-site utilization reporting has been requested). Carebridge IT staff will work with you to identify the requisite data fields that should be included in your data file design.

SFTP is our preferred file submission method. Files are to be uploaded on a monthly or quarterly basis unless otherwise stated in the contract.

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Minimum eligibility data files should adhere to the following layout: • Employee # (Must not be employee’s SSN) • Firstname (required) • Lastname (required) • Address1 (required) • Address2 • City (required) • State (required) • Zip Code (required) • Additional fields that can be included (examples): • Department/Division, Region/Location, Status, Union/Nonunion

Please DO NOT submit data containing Social Security numbers, salary information, age, birth date, or any other data which might create or increase a security risk.

CAREBRIDGE ELIGIBILITY DATA SUBMISSION PROTOCOLS & GUIDELINES

Preferred Data Formats

CSV – Delimited .csv test file using one of the following delimiters: a. “PIPE” character “|” (shifted backslash) i.e. ASCII(124) b. Standard CSV file with all fields surrounded with quotation marks .XLS or .XLSX—Excel Spreadsheet (Single Worksheet)—NOTE: Zip code fields should be formatted as text. .TXT - Tab-delimited or pipe-delimited plain text file

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Billing

FREQUENCY Carebridge offers a quarterly or monthly plan for receiving eligibility files and sending invoices. We reserve the right to set or change the frequency based on your company’s retention and attrition rates. We request that a eligibility report be sent 45 days before the start of the quarter. By establishing this cycle any changes in your employee coverage number will be captured on the next invoice. If no census reports are received, we issue the invoices based on the last census report received or the last payment received, whichever is most recent. MONTHLY Carebridge issues monthly invoices thirty days in advance of the due date. We request that a census be sent by the 20th of each month. By establishing this cycle any changes in your employee coverage number will be captured on the next invoice. If no census reports are received, we issue the invoices based on the last census report received or the last payment received, whichever is most recent.

For this account the schedule for census reports due dates are as follows: [MONTH] 15 for [MONTH]-[MONTH] invoice [MONTH] 15 for [MONTH]-[MONTH] invoice [MONTH] 15 for [MONTH]-[MONTH] invoice [MONTH] 15 for [MONTH]-[MONTH] invoice

CAREBRIDGE UTILIZATION REPORTING

What to Expect in Your Reports

In accordance with HIPAA laws, Carebridge customizable reporting provides de-identified information so that your employees’ confidentiality remains protected. However, you will see the trending primary concerns of why individuals within your organization are calling Carebridge and the types of topics impacting them.

This critical insight into your team is a key indicator on how we can partner with you to create a mentally healthy workforce based on real-time data of your employees’ needs. We can then help you craft appropriate promotions, events, and preventative tools to address these needs.

Demographics

Age range

01.

Gender

02.

Categories may include:

03.

a. b.

Employee, spouse/partner, or dependent

New user, returning user, new concern, or repeat concern

c. Participation in benefit fairs, learning events, and support groups d. Full time or part time

Additionally, we offer survey responses to collect feedback on how employees are learning about their Carebridge benefit. This helps you and your account manager determine what methods work best for promoting the EAP within your organization.

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CAREBRIDGE UTILIZATION REPORTING

Key Metrics to Watch

Your account manager will work closely with you to identify the most meaningful metrics to your company, in addition to:

Top Presenting Concerns

01.

Total Cases to Date: Including the number of EAP Files, Legal/Financial Files, Organizational Consultations, and Supervisory Referral cases opened since the start of the reporting period

02.

Current Utilization Rate

03.

Annual Utilization Rate

04.

Utilization reports will be sent on a quarterly basis

05.

MyAPP

A mental health snapshot of your organization. The My Assistance Program Performance Portal (MyAPP) is an online portal that is integrated with the Carebridge EAP case management system. It provides a real-time summary of current clinical EAP utilization, a place to retrieve full utilization reports, and gives designated contacts the ability to update contacts for the organization. Access to MyAPP is limited to 3 contacts within your organization. Instructions will be provided by your account manager after your Carebridge service start date.

TOP 5 TIPS FOR PROMOTING CAREBRIDGE EAP TO YOUR EMPLOYEES

Promote Carebridge EAP services often. Did you know that research shows people need to hear a message an average of 7 times before they take action? If your employees are only hearing about Carebridge during Open Enrollment, it’s highly possible they don’t understand what an Employee Assistance Program is. One of the best ways to overcome this is to frequently promote and talk about the many services provided.

01.

To make it easier for you, Carebridge EAP provides new marketing materials every month via our Learning Events and CarebridgeConnects newsletters, as well as regular updates to our mobile app and member website, CarebridgeNow.com.

Train executives and managers on how to recognize employees in distress. Organizations that proactively educate their leadership team on mental health care and work-life counseling are more likely to increase their EAP utilization rate. As well as maintain a mentally healthier workforce overall. Why? In our experience, education reduces stigma, increases empathy, and creates internal champions of Carebridge EAP who will promote services. While also empowering managers to recognize the signs of distress, burnout, suicidal ideation, and other mental health concerns in their employees.

02.

Carebridge offers learning events, unlimited 1-on-1 manager consultations, Mental Health First Aid, and more to support your leadership team.

TOP 5 TIPS FOR PROMOTING CAREBRIDGE EAP TO YOUR EMPLOYEES

Increase EAP utilization by encouraging preventive wellness tools. Lower the barrier of entry for using the EAP by promoting our positive behavioral change and preventive services such as CarebridgeNow.com, Carebridge mobile app, certified life coaching, work-life support, and online learning events. Easy-to-access tools help the employee feel more in control and less concerned about confidentiality. Additionally, using self-directed resources helps normalize taking care of your mental health. Since people often see their EAP as the “last resort” for a difficult situation, it’s helpful to emphasize how the Carebridge EAP mobile app can be accessed on a daily basis as a preventive and proactive wellness tool.

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Bonus: Individual online activity counts toward your company’s overall utilization rate!

Address confidentiality concerns. The #1 worry employees have is that HR and management receive a list of who is utilizing the EAP and why. Employees question if requesting mental health counseling will truly be kept confidential. And they may even believe seeking mental health care could put them at risk for losing their job. This fear can become the top reason for low EAP utilization. So it’s important to actively increase employee confidence by: a. Always emphasizing confidentiality and how HIPAA covers their use of Carebridge services. b. Reconsidering use of co-branding materials to show separation. c. Training your leadership team on how best to refer employees. d. Being transparent about what’s provided in reporting (e.g. trends versus PHI).

04.

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TOP 5 TIPS FOR PROMOTING CAREBRIDGE EAP TO YOUR EMPLOYEES

Come from a place of empathy. Communication about Carebridge should always come from a place of empathy. If Carebridge is only offered to address poor performance concerns or to attract new talent, your employees will be skeptical to use our services. Instead, your organization should show a genuine desire to help support the mental health and emotional wellbeing of all your employees. Make wellness part of your culture by putting other company policies and benefits in place that support work-life balance. Invest in your people. Organizations that show empathy, proactively support using Carebridge benefits, and put their employees’ wellbeing first are the ones who have reduced absenteeism, higher retention rates, and less healthcare claims.

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THANK YOU

Carebridge is honored to be your new EAP provider.

We look forward to a long partnership serving you and the employees of [INSERT ORGANIZATION NAME].