The role of the Care Team
The Care Team is made up of Patient Care Advocates (PCAs). They are non-clinical professionals who take the administrative work off your plate.
When you start a chat in our HIPAA-compliant mobile app or web portal, you can connect with a member of the Care Team. Each sub-team specializes in a different area:
Primary care and general support
Answer questions about appointments and Circle Medical's services.
Help with general care requests or provider-related concerns.
Prescription and pharmacy support
Support in resolving prescription-related questions.
Address pharmacy issues, such as medications being out of stock.
Technical support
Resolve technical issues within the mobile app and web portal.
Help if you're having difficulty joining a video appointment.
Medical records
Manage medical records requests and releases securely.
Ensure your records are processed in compliance with HIPAA and our privacy protocols.
Billing support
Get answers to insurance eligibility questions and help understanding your invoice.
Provide answers to invoices or specific billing questions.
Prior authorizations
Obtain prior authorizations from your insurance when needed.
Process authorizations for services such as X-rays, CT scans, and MRIs.
Imaging and referral coordination
Help find facilities that accept your insurance.
Ensure a smooth imaging and/or referral process.
When is the Care Team available?
The Care Team is available Monday to Friday, from 6am to 2:30pm PST.
If you don't hear back right away, know that someone will be with you as soon as possible.
Don't forget to ensure your notifications are turned on!
Circle Medical's commitment to your privacy
Only Care Team members directly involved in your care will view your records, and they access the minimum information needed to help. Every Patient Care Advocate completes HIPAA and privacy training, and all communication happens in our HIPAA-compliant app or web portal.
What guides the Care Team
Reliable responses: We prioritize your needs in every interaction and work quickly to resolve requests.
Honest information: We give clear, accurate answers about your care and coverage, and tell you when we don't know something yet.
Respect for every patient: We treat everyone with dignity and understanding.
Tip: If a request doesn't get resolved the way you expected, let the Care Team know.