Welltrack Connect Flexible Credits: Frequently Asked Questions
1. What is the difference between a standard profile on Welltrack Connect and being a Flexible Credit provider?
A provider with a standard profile on Welltrack Connect:
- Appears in the directory and can receive referrals from students.
- Sets their own fees and billing policies (insurance, self-pay, sliding scale, etc.).
- Students contact them directly and pay them using their own insurance or personal funds.
- These providers are not paid by Welltrack or the school. All financial arrangements happen directly between the provider and the student.
A provider who is part of our Flexible Credits Program:
- Opted into a formal agreement with Welltrack/ProtoCall to accept school-sponsored sessions (Flexible Credits) as payment.
- Instead of billing the student, they are paid directly by Welltrack/ProtoCall using the school's allocated credits.
- They agree to Welltrack's negotiated session rate and follow the system for scheduling, documentation, and claims.
- Offers services in one of the states we are offering Flexible Credits.
2. How do client referrals work with the Welltrack Connect Flexible Credits Program?
Unlike the standard referral process on Welltrack Connect—where you receive a referral and then coordinate scheduling and billing directly with the client (using insurance, private pay, or sliding scale)—the Flexible Credits Program works differently.
In this program, students request a specific appointment time through your Welltrack Connect profile. Once you confirm the appointment and see the client, you're reimbursed directly by Welltrack/ProtoCall for a set number of school-funded sessions.
After those sessions are used, you and the student can decide together whether to:
- Have the student request additional credits from their school, or
- Transition to their private insurance or private pay arrangements.
3. How are students assigned Flexible Credits?
While dependent on how each University manages these credits, students are typically assigned approximately 2-12 "Flexible Credit(s)" by their University Counseling Center. These credits can then be "redeemed" via Welltrack Connect with providers who accept these Flexible Credits. One credit = one session.
4. What clinicians are eligible to join?
For therapy: Licensed Clinical Social Workers, Licensed Marriage and Family Therapists, Licensed Mental Health Counselors, Licensed Professional Counselors, Licensed Psychologists, Licensed Psychiatrists and Associate level clinicians under the direct supervision of licensed behavioral health clinicians are welcome to join Welltrack Connect Flexible Credits Program!
For medication management: Licensed Psychiatrist or a Psychiatric Mental Health Nurse Practitioner.
5. What state(s) are you currently locating providers licensed in?
Currently we're enrolling providers licensed in CA, CT, IA, IL, IN, KY, PA, MA, ME, NC, NH, NJ, NY, RI, TX, and VT. If you are outside of these states and still interested, reach out to us at connect@welltrack.com.
6. Why are you seeking providers that are outside the states your schools are located?
We are locating providers licensed outside of the states our schools are located as on occasion students may be home for summer break, or on internship out-of-state and interested in short term work in their home state. In these cases students will be able to search on Welltrack Connect for providers licensed out of state who also accept these Flexible Credits.
7. Do you work with individual providers and group practices?
Yes! We work with both individual providers and group practices! For group practices, you can choose to enroll all the providers in your practice, or some of them. We do ask that all group providers that are enrolled in this Connect Flexible Credits program also have an individual Welltrack Connect Profile (profiles are free to create) that is linked to your group practice.
8. If I'm doing telehealth, can I use any HIPAA-compliant telehealth platform?
Yes! We understand that you likely have grown accustomed to the telehealth platform of your choice.
9. What are the requirements for joining?
- Hold your own professional malpractice liability insurance policy
- Reliable internet connection and/or physical office space
- Submission and full completion of our Welltrack Connect Affiliate Agreement, and onboarding materials (w9, Direct Deposit)
- For Associate level clinicians only: demonstrate proof of graduation and active supervision of a licensed behavioral health clinician.
- Setting up your real-time availability within Connect and booking each appointment through Connect.
10. I already have a Welltrack Connect profile, do I still have to enroll in this program?
Yes! Enrolling in this program requires some quick additional paperwork including a W9, Authorization for Direct Deposit, and signing the Affiliate Agreement. It also opens up real time scheduling, which is required for appointment scheduling within Connect.
11. What are your Flexible Credits reimbursement rates?
We are proud to keep our reimbursement rates competitive with market rates and are based on appointment type, degree level and license type. Please contact us at connect@welltrack.com and provide your current license type and state and we'll be happy to provide you with more information.
12. Do I have to submit insurance claims for Flexible Credit clients?
No! Welltrack Connect works directly with the institution to receive payment and reimburses you directly for services rendered. If a client has exhausted their allotted credits and is unable to request more from their school, then you may proceed to another form of payment with the client.
13. What paperwork and billing steps are required to be reimbursed after a session is completed?
We try to keep it simple, to honor the privacy between you and your client while also getting you paid quickly and efficiently!
We will ask that you keep scheduling availability up to date on your Welltrack Connect profile, either manually or through calendar sync with google or outlook. This will allow students to request an appointment with you via Welltrack Connect. All appointments you confirm will be added to your Welltrack Connect appointment dashboard. To get paid with Flexible Credits the appointment must be booked on Connect.
Following session completion, you simply attest that the session occurred and select the presenting concern from a list of options, and click submit for reimbursement. From there we will begin processing your reimbursement. We ask that you complete this attestation and reimbursement submission within 30 days of the session.
14. How do I upload my availability?
Providers that enroll in our Flexible Credits program will have an enhanced feature enabled on their Welltrack Connect profile allowing students with Flexible Credits to directly request to book appointments. Please note: this is required in order to begin accepting Flexible Credits.
15. How frequently can I expect to be paid?
Once every two weeks.
16. How many credits is one session?
One session is equal to one credit. The first credit for each client covers the initial intake assessment lasting 60 minutes, with a higher reimbursement rate. Every subsequent credit is used for follow-up appointments, lasting 45-50 minutes and is reimbursed at the standard session rate.
17. How many sessions can I expect a student will have covered?
Students will typically have 2-12 sessions assigned and covered by their institution. Sometimes a student may request additional sessions through their school, but that is determined by each school independently.
18. How many referrals can I expect to receive?
Welltrack Connect referrals are influenced by many factors including but not limited to student preference, availability, future insurance and payment types accepted post Flexible Credits. Keeping your profile updated every 30 days and your availability accurate is the best way to ensure the most visibility.
19. Are students referred to this program when they are in crisis?
No, Students in acute crisis will be referred to another service for crisis intervention and stabilization services. The purposes of these referrals are for short-term psychotherapy that may bridge into longer-term services given the students needs, interests, and fit with the provider. That said, if the student is actively under your care and is experiencing a crisis, we would anticipate that the primary behavioral health provider supporting the student will manage the current crisis.
20. What happens after the student runs out of Flexible Credits?
You will work directly with your client to discuss their need/interest in continuing treatment. If they are interested in continuing services and the school is not able to grant them any additional sessions, you can transition them to using their private insurance or private pay. Students can search our platform for providers who take both Flexible Credits and their insurance. It will be important to clarify when having an initial consultation if insurance coverage matches between the client and yourself in case they need to go beyond short term treatment.
21. How will I be notified when a student requests to book an appointment?
You will receive an email with information about the appointment request. It will also show up in your Connect Profile under appointments. You will have 72 hours to confirm or decline this appointment request.
22. Do you reimburse for no show or cancellations?
Welltrack Connect reimburses for completed student sessions only. At this time, we do not reimburse for missed appointments or no-shows. You're welcome to set and communicate your own policies around missed appointments directly to students. If you do, please make sure these expectations are clearly explained to them when scheduling or confirming sessions.
I have more questions…
Great, we can't wait to connect! Contact us at connect@welltrack.com or at 866-285-1977.