Check out these frequently asked questions and answers about our Caregiver Support Platform.
Why was Cariloop founded?
The entire Cariloop team firmly believes no one should go through the process of caring for their loved ones alone. As you look across the employer landscape, you’ll find 1 out of every 5 members of our country’s workforce struggling daily to keep up with the care of a parent, grandparent, spouse, sibling, in-law, or child. Our team set out in July of 2012 to make a real difference in reducing the stress and anxiety these caregivers and families feel as they navigate this transition in life. Every member of team Cariloop has experienced a caregiving situation within their family, so there is an extraordinary amount of empathy for the struggles caregivers face and a passion to create a more supportive, empowered experience for everyone involved.
What need is Cariloop addressing for an employer?
According to studies and data being published by institutions such as MetLife, Genworth Financial, and AARP, today’s employee caregiver is spending 8-10 hours of their week planning for and managing the care of a loved one, and is doing so for an average period of 3-5 years. Consequently, these employees have seen their production capacity at work fall, their stress levels and healthcare costs increase, their risk of FMLA utilization and turnover skyrocket, and their overall quality of life diminish as they struggle to keep up with everything in front of them.
Our team at Cariloop has developed the tools, services, and platform to address these issues within an employee population. We work with our customers and partners on a daily basis to incorporate these trends around employee caregiving into their risk management strategies. Given the shift in our country’s demographics and the expected rate of change over the next 20-30 years, it’s critical that our nation’s employers review and consider these trends around employee caregiving when implementing their various physical, financial, and emotional wellness initiatives.
How does Cariloop’s Caregiver Support Platform work?
Employees in need of support can get started by calling us at 844-790-5667 and selecting option 1. The employee will speak with an Assistant Coach who collects the details of his or her caregiving situation and creates a case in our system. Once the case is created, we assign a Healthcare Coach whose experience matches the employee’s caregiving needs.
Immediately following the initial phone call, the new Cariloop member will receive an email to confirm his or her account within our cloud-based application. Once confirmed, the member can:
- Invite other family members or stakeholders to participate in the case as a part of the “Care Team” (such as the family’s financial advisor, legal counselor, care manager, etc.).
- Securely upload files or documents for easy accessibility whenever needed by the Care Team.
- Collaborate with the Care Team and Cariloop Healthcare Coach throughout the entire caregiving process.
Does Cariloop offer bi-lingual support?
Yes. When members first call to get a case started, they can choose to speak with one of our bi-lingual Assistant Coaches. Once created, members can toggle between English and Spanish as their preferred language at any point by navigating to the “Account” information section of their profile.
How many loved ones can Cariloop assist a member with at a time?
As part of our offering for employers, we can assist an employee caregiver with up to 4 cases at the same time. The employee can easily toggle between cases for their loved ones within our application and access the discussions and files associated with that case.
Can a Healthcare Coach provide support to a family on an evening or weekend?
Yes. We understand caregivers and their families are often too busy during the day to stop and huddle up with their Healthcare Coach. That’s why we’ve made it as easy as possible for our members and their Healthcare Coaches to quickly exchange messages through our platform – no different than texting.
If the family needs to hop on a conference call or video chat with their Coach during the evening or weekend, our Coaches usually do their best to be able to accommodate if they have some advanced notice. Of course, we can’t always guarantee our Coaches’ availability after hours – they do also have families themselves! That said, we have amazing people that don’t ever want to see a family they’re working with go through this process alone, so we’ve seen many instances where they’re doing whatever they can to make themselves accessible.
How many family members can participate in a case?
As many as are needed to help coordinate care! We’ve seen our members include 8-10 other family caregivers at a time. Any time there is activity within a case, every individual who has been invited onto the Care Team will be notified and can actively collaborate with the other Care Team members and our Healthcare Coach.
What are the qualifications of the Healthcare Coaches?
Our Healthcare Coaches are required to have an applicable healthcare license or certification in good standing. Those licenses or certifications can include [but are not limited to] LBSW, PTA, OTA, SLPA, LNFA, LVN/LPN, LMSW, LCSW, RN, OT, PT, ST, SLP, CCM, CALM, or RCAL.
Are Cariloop Healthcare Coaches contractors or employees?
All of our Healthcare Coaches are full-time, W2 employees of Cariloop. In designing our member experience, we learned early on that if we wanted to provide a high-quality, consistent level of interaction and maintain the quick response times we aim for, our Healthcare Coaches need to be part of the team!
What is the average response time from a Healthcare Coach?
Our Healthcare Coaches have been trained to respond to our members within 2 hours of reaching out through our platform. However, in many instances and as long as they’re able, the Coaches are able to respond in half or even a quarter of that time.
What are some of the most common situations a Coach can assist with?
About a quarter of our members first come to us because they need help finding healthcare providers such as clinical specialists, therapists, skilled facilities, rehab hospitals, home health agencies, assisted living/memory care communities, in-home caregivers, or hospice agencies. As you can imagine, many of our members engage with us because they’re feeling overwhelmed and confused as they attempt to navigate each stop along the healthcare continuum.
Another quarter of our members first come to us because they’re trying to decipher a loved one’s insurance policies to understand where it fits in the puzzle and what types of care will or will not be covered. These questions tend to center around Medicare, Medicaid, long-term care insurance, VA benefits, or any supplemental policy.
The other half of our members are typically trying to solve for legal document questions, family dynamic issues, medication management challenges, transportation resources, support group availability, meal prep and delivery, or durable medical equipment purchases/returns.
Does Cariloop collect any revenue from care or service providers that a Coach might refer to?
No. We do not accept referral, lead generation, or subscription fees of any kind from any healthcare provider. We’ve made this a cornerstone of Cariloop’s core values in maintaining the highest level of objectivity and integrity in guiding our members through one of the most stressful processes they’ve ever been through.
Can an employee take their Cariloop membership with them if they leave?
Absolutely! When an employee leaves an organization where Cariloop is part of their benefits or wellness program, a 30-day countdown is triggered within our platform that allows the member to shift to an individual membership that they can cover the cost of on their own.
Does Cariloop offer pricing models other than group rates?
While the vast majority of our work is done in the group setting, we also offer individual memberships based on a per-case rate. For employers or organizations who may want to give Cariloop a try for 6 months or pay as they go, we can apply the same per-case rate and invoice the group as the individuals engage with our program.
Is there a minimum size group Cariloop can work with?
Typically our minimum size group is 100 employees, but we can configure our program to accommodate groups as small as 50 or 75 as well.
Can Cariloop integrate with our Health/Wellness platform, Employee Assistance Program (EAP), or Ben Admin solution?
Yes. Prior to implementation, our Innovation team will work with your IT, HRIS, and/or Benefits Administration teams to quickly set up any eligibility file transfers and integrations within your organization’s infrastructure.
We realize this is typically a barrier that can cause significant delays in rolling out a new program. We’ve taken careful consideration in designing these integration experiences for our customers so they feel as little pain and frustration with this process as possible.
Can Cariloop work in tandem with our family leave program to support our employees?
Yes. As part of the implementation process, we meet with the HR and Health/Wellness leaders within an organization to identify the various other benefit and leave programs that are available.
We do this for two reasons – 1. So our Healthcare Coaches are aware of other services available to the member and can direct them as needed and 2. So our team can work with HR to create process workflows around FMLA administration and have Cariloop be activated when employees are approved for leave.
We believe offering leave to an employee who is caring for a family member is an amazing thing, but what we don’t want is for that employee to spend their precious time on leave spinning their wheels figuring out how to do it all. That’s where Cariloop can be a real asset to that employee and his or her family both during AND after his or her absence.
Will Cariloop work with Brokers and Consultants?
Yes, we work alongside our customers’ and prospects’ consulting partners on a daily basis. If you are a Broker or Consultant and are looking for some more information on our program, feel free to contact us to set up time for a Cariloop demo.