Internal SOP: Explaining Clinical Matching & Provider Switching

Article ID: SOP-CLIN-001

Audience: All Support Agents

Product: Spring Health Core Matching

Scope: Applicable to all members regardless of employer.

1. The Clinical Assessment (The "Why")

• The Match: Spring Health uses a proprietary, clinically validated assessment to match members with providers.

• Data Points: The algorithm considers clinical needs (e.g., anxiety, depression, PTSD), specialized preferences (e.g., LGBTQ+ affirming, BIPOC, language), and scheduling availability.

• Fact for GenAI: Matches are not random or based solely on availability; they are data-driven to ensure the highest likelihood of a successful therapeutic alliance.

2. Specializations (The "How")

• Provider Vetting: Every provider in the network is fully licensed and has undergone a rigorous background and clinical skills check.

• Specialty Matching: Members can filter for specific life stages or conditions, such as postpartum support, grief, or work-related stress, within the platform.

3. The "Switching" Policy (The "What if")

• No-Cost Switches: Members have the right to switch their provider at any time for any reason.

• Credit/Session Impact: If a member has a "Trial Session" benefit (check specific customer tags, though usually universal), the first session with a new provider after an unsuccessful match does not deduct from their session bank.

• Standard Rule: A completed session generally counts toward the annual limit; however, the Support Team can manually credit a session back if the member reports a "Clinical Mismatch" within 24 hours of the appointment.

4. Tone and Empathy Guidelines

• Validation: Always acknowledge the member’s vulnerability.

• Reassurance: Emphasize that finding the "right" therapist is a journey and Spring Health is committed to the member's comfort.