​Welcome to
North Star Navigators

1. Who Do We Work For?

At North Star Navigators, we work solely for our members, with no hidden agenda. We do not work for providers or insurance companies. Our recommendations and support are based entirely on the information provided by our members during the Assessment process.

2. What happens if I miss a scheduled appointment?

If you miss a scheduled appointment, we offer one-time rescheduling options, depending on the situation and timing of the notice provided. Please contact us as soon as possible to discuss your options and reschedule your appointment.

3. What Makes North Star Navigators Different from Other Providers?

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Physicians:

• Typically spend limited time assessing you, often combined with other tasks.

• Focus primarily on your health status, diagnosing, and treating medical conditions.

• Most interactions last around 15-30 minutes and are often centered on immediate health concerns.

 

Case Managers:

• Usually work for insurance companies, hospitals, or provider offices.

• Follow checklists to address specific needs within a limited time frame, usually during brief encounters.

• Main goal is to coordinate care within the constraints set by their employers.

• They may work with individuals over several weeks to a few months, depending on the complexity of the case.

 

Social Workers:

• Focus on addressing social and living situation needs, such as housing, financial assistance, and community resources.

• Do not typically manage medical conditions.

• Often build ongoing relationships with clients, meeting periodically over several months or even years to address evolving needs.

 

Care Coordinators:

• Coordinate care based on the needs of the care team, often driven by cost containment and utilization metrics.

• Role is to enhance team communication and ensure that care plans are followed, particularly for unstable conditions.

• Typically work with individuals for a few weeks to months, focusing on stabilizing current care needs.

 

 

 

 

 

 

 

 

 

 

 

North Star Navigators:

• Use comprehensive assessments and approved screening tools to support our members.

• Identify areas of opportunity and address priorities as directed by our members.

• Dedicate quality time to each member, ensuring that their unique needs are thoroughly understood and addressed.

• Our holistic approach integrates medical care, social support, and community resources to enhance the overall well-being of our members.

4. How does your flexible scheduling work?

We strive to schedule assessments and follow-ups around our members' availability to ensure a seamless connection. Your time is valuable, and we aim to accommodate your schedule as best as possible.

5. What if I need to reschedule an appointment?

If you need to reschedule an appointment, please provide notice prior to the scheduled month. This allows us to make the necessary adjustments and ensure that we can still meet your needs effectively.

6. How do Healthy Ship members get contacted?

Our Healthy Ship members will be contacted based on their preferences. If you need to provide updates or share changes to your situation, you can call us, and we will return the call by the end of the next business day to ensure your care needs are met.

7. Do You Provide Emergency Support or Triage Services?

No, we are not an emergency triage or urgent care support service. For any emergency needs, we will direct you to your provider or the nearest emergency room for evaluation and treatment.
 

8. How is my information kept confidential?

All information disclosed during the assessment will be treated as confidential. It will not be shared with any third parties without your explicit consent, except as required by law. Our staff are bound by strict confidentiality agreements and adhere to HIPAA regulations to protect your privacy. Our VOIP system is also HIPAA compliant.

9. Do I need to give consent to participate?

Yes, verbal consent must be obtained during our enrollment call to participate in our voluntary services. By proceeding, you provide your informed consent for the collection, use, and storage of your personal information for the purposes of this assessment.

10. Why do you ask sensitive questions?

We may need to ask some sensitive questions to gain clarity on your situation. These questions are meant to provide the best support for you. All information will be kept confidential and will not be used against you.

We adhere to HIPAA regulations to ensure your privacy.

11. How will my data be used?

The information collected during the assessment will be used solely for the purpose of creating a personalized care plan and providing the necessary support. It will not be used for any other purposes without your consent.

12. Can I terminate the agreement?

Yes, either party may terminate this Agreement at any time with written notice. Upon termination, any remaining funds will be returned to the client, less any fees for services already rendered. If an appointment has already been scheduled for the next month and termination is requested before the start of that month, no further payments will be processed. If termination occurs during a scheduled month,

you will be charged for that month.

13. What happens when the program ends?

Members will receive notification prior to the program end. At that time, members can
choose to continue Healthy-Ship or be processed out as planned.

Information Sharing and Non-Compliance

14. Will my assessment outcomes be shared?

With your consent, we may share relevant assessment outcomes with your designated family
members, healthcare providers, or legal representatives to ensure comprehensive support and care.

15. What if I miss a month of engagement?

If engagement is missed for one month, the client's emergency contact will be notified the following month to further assess the situation. If the client no longer wishes to participate, they will be able to get any remaining funds back, though the current month will be billed. If the client passes away, the designated funds will go to the specified persons or charities as determined by the client.

Payment Terms

16. How do I pay for services?

All services must be paid prior to scheduling the assessment or the next monthly outreach. Payment options include Debit and/or Credit Cards, Apple Pay, ACH, FSA/HSA funds, and or Check.

17. What are the billing processes for each payment option?

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• Debit and / or Credit Cards: Clients provide their debit or credit card information at the time of booking. The card will be charged the appropriate fee before the assessment or

• Apple Pay: Clients use Apple Pay to make payments directly from their Apple devices. The

     service fee will be processed through the Apple Pay system before the assessment or
    monthly outreach is scheduled.

18. What are the governing bodies over your services and service agreement?

This Agreement shall be governed by and construed in accordance with the laws of the state in which the Company operates (Maryland). By completing this Service Agreement, the participant acknowledges that our program has been reviewed in detail with a representative from North Star Navigators. They understand the terms and conditions and agree to be bound by them.

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