Advice and answers from the Fox & Cub Family Wellness Team

Visits & Scheduling

Typical visit lengths are:

  • Initial Visit: Medi-Cal requires around 90 minutes. Some doulas may conduct visits longer than 90 minutes.

  • Prenatal/Postpartum Visits: usually 1 to 2 hours.

  • Labor and Delivery: no minimums or maximums.

  • Extended Postpartum Visits: usually 3 or more hours and are paid accordingly.

No. There is no way to extend visits past 12 months after labor and delivery. Patients may choose to private pay for sessions/care with us as well.

The DHCS/Medi-Cal coding pathway allows for labor and delivery support to occur immediately after delivery, whether by phone, telehealth (video), or in-person. For specific situations, please reach out to the Fox & Cub Family Wellness team.

  • One no-show: please reschedule.

  • Two no-shows: please let the Fox & Cub Family Wellness team know and we will reach out to the patient directly.

No-shows are never billable. Please do not submit visits or notes for no-shows.

Insurance & Verification

If you are working through insurance, you will receive:

    • A team invite to join our Doulado team platform

    • An invitation to join one of our ongoing weekly Doulado trainings/walkthrough sessions

    These trainings walk you through:

    • How to use Doulado for insurance patients

    • Documentation requirements

    • Appointment tracking

    • Billing flow

    • And how to manage private-pay clients in the system (optional, but encouraged)

    We want you fully confident before seeing insurance clients.

Fox & Cub Family Wellness works with primary insurance plans only. Please double-check that the insurance submitted by the patient is their primary health plan. If insurance is later found not to be primary, Fox & Cub Family Wellness cannot pay for the associated session(s).

A full list of accepted health plans is available at:

health plans Fox & Cub Family Wellness accepts

If a patient’s insurance changes, we need to re-verify their insurance for them to continue care. Please notify the Fox & Cub Family Wellness team as soon as you become aware of any insurance changes.

If a patient moves out of the service area, we can attempt to rematch them with a doula in their new area, or the patient can continue care virtually only. Please contact the Fox & Cub Family Wellness team to coordinate.

We do our best to verify insurance within 24–48 hours. 

If a patient loses insurance coverage, we have to stop care unless the patient is willing to pay out of pocket. Please contact the Fox & Cub Family Wellness team to discuss options.

Yes. Please verify with your patient at every visit that their insurance has not changed. This helps us catch any changes early and avoid payment issues. A simple question like “Has your insurance changed since our last visit?” is sufficient.

Inquires, Patient/Client Onboarding & Process

Once a patient is added, our team will complete their verification.
After verification is confirmed, we’ll assign the appropriate package with the included visits.
At that point, you’re all set to begin care.

Yes. One package per pregnancy.

No. One package per pregnancy.

When a new inquiry comes through for private-pay or through insurance, you’ll see:

  • A copy of the client’s inquiry form

  • Any additional notes from our team such as if they are looking for only insurance covered support, or extended private-pay support as well. 

  • Specific instructions (if applicable)

Please read everything carefully.

Sometimes clients include specific requests in the comment section, such as:

  • VBAC experience

  • Induction experience

  • Overnight postpartum only

  • Daytime support only

  • Hospital preference

  • High-risk support background

When you reply, clearly state whether you have the requested experience.

When you are available and interested:

  1. Press and hold the job opportunity message

  2. Select “Reply All”

  3. Include:

    • Your availability

    • Whether you meet any requested criteria

    • Any specifics we asked you to confirm (example: daytime only, postpartum only, etc.)

Fairness Policy

To keep opportunities equitable:

  • We do not select the first doulas to reply.

  • We wait a few hours to allow responses.

  • We also consider who has (or has not) recently been sent opportunities.

  • Then we reply-all in the original thread announcing which 2–3 doulas we are sending to the client.

This process is the same for insurance and private-pay clients.

If you are selected:

  • We will send an introduction email to the client.

  • You will be CC’d on the email.

Your Responsibility:

  • Reply All within 24 hours

  • Introduce yourself warmly

  • Let them know you’d love to schedule a consultation

  • Include your Calendly link (or scheduling link)

This is your opportunity to connect and convert the client.

If the client does not respond:

  • You may call or text them (either immediately after emailing or after 24 hours — your preference).

  • We will also follow up via email to help re-engage the conversation if needed.

We work as a team to support connection and communication.

Each pregnancy or pregnancy loss qualifies for one doula benefit package, which includes:

  • 1 Initial Visit

  • 8 Prenatal and/or Postpartum Visits

  • Labor and Delivery Support or Pregnancy Loss Support

  • 2 Extended Postpartum Support Visits

All visits expire 12 months after birth or pregnancy loss.

Doulas are asked to help patients fully utilize their benefit. If a patient stops engaging, notify the Fox & Cub Family Wellness team. Fox & Cub Family Wellness will close cases and deactivate packages/patients.

Please reach out to the Fox & Cub Family Wellness team to start the process. Nine additional postpartum visits are only allowed for Medi-Cal patients.

Visits & Scheduling

Typical visit lengths are:

  • Initial Visit: Medi-Cal requires around 90 minutes. Some doulas may conduct visits longer than 90 minutes.

  • Prenatal/Postpartum Visits: usually 1 to 2 hours.

  • Labor and Delivery: no minimums or maximums.

  • Extended Postpartum Visits: usually 3 or more hours and are paid accordingly.

No. There is no way to extend visits past 12 months after labor and delivery. Patients may choose to private pay for sessions/care with us as well.

The DHCS/Medi-Cal coding pathway allows for labor and delivery support to occur immediately after delivery, whether by phone, telehealth (video), or in-person. For specific situations, please reach out to the Fox & Cub Family Wellness team.

  • One no-show: please reschedule.

  • Two no-shows: please let the Fox & Cub Family Wellness team know and we will reach out to the patient directly.

No-shows are never billable. Please do not submit visits or notes for no-shows.

Payment & Billing

Payment rates vary by visit type and health plan. Please refer to your acceptance email for your specific rates. If you need this information again, contact the Fox & Cub Family Wellness team.

Book an appointment → add & submit notes/after visit-form + make sure your patient has filled out all of their assigned forms. The forms include:

HIPAA Disclosure

Assumptions of Risk and Liability

Intake Questionnaire

PHQ-9 Depression Screening (which may be assigned once in their prenatal period and once in their postpartum period)

Yes, depending on the health plan and dates of visit. Just reach out to the team and let us know the dates of care + health plan and we will let you know! We cannot backbill more than 6 months in the past.

Payment is based on documentation submission timing:

  • Notes submitted between the 1st and 15th of the month are paid out on the 15th of the following month.

  • Notes submitted between the 16th and 31st of the month are paid out on the 31st of the following month.

This schedule aligns with insurance reimbursement timelines (typically 30 to 45 days), but as soon as your claim is reimbursed we submit payment. 

 

Please check your Gusto account for all of your payments for all completed sessions.

We will be working diligently with our medical billing team to re-submit the claim and seek reimbursement ASAP. 

Scope of Services

Yes, outside of the insurance benefits per plan with separate payment and documentation. Do not document or bill non-covered services in the Fox & Cub platform. 

 

Doulas are not compensated for standby time. The labor and delivery payment covers the full duration of support the doula provides during labor and birth, regardless of how long they are present.

Please ensure the patient is able to reach you when support is needed, including during overnight hours.

Patient Care & Concerns

Doulas may document concerns and escalate them to the Fox & Cub Family Wellness team. Fox & Cub Family Wellness can recommend next steps to the patient but cannot and will not interfere in the patient’s primary clinical team’s processes.

Yes. Please let the Fox & Cub Family Wellness team know why and we will rematch the patient. Fox & Cub Family Wellness will decide if the visit(s) used will be paid out.

Support & Resources

Yes. Let the Fox & Cub Family Wellness team know and we will start reaching out as soon as possible. You can also use our WhatsApp Fox & Cub Chat room to reach out for backup support. 

Please contact the Fox & Cub Family Wellness team so we can find the proper support for the situation.

No.

Yes we do. Please reach out to our admin team at info@foxandcubfamilywellness.com to schedule a meeting and learn more.

Credentialing & Training

To credential as a new doula with Fox & Cub Family Wellness:

  • Create a new account on the platform

  • Submit the necessary information that your profile asks for, including:

    – CPR certificate

    – HIPAA certificate

    – Your certification documents

  • Provide your bio and practice philosophy so we can create a bio page to share with patients. This allows them to see your full background, including specialties.

Once verification of documents is complete, you will be onboarded to Wingspan, our HR & Payments platform.

If you haven’t completed a HIPAA training yet, please use this link to complete it:

Free HIPAA Training:

https://www.nephtc.org/enrol/index.php?id=178

Yes. If you don’t have liability insurance, you can get it here:

Fox & Cub Family Wellness will hold monthly trainings and get-togethers for all of our doulas. Please keep a look out in your email and the WhatsApp group chat room to hear about the next training/get-together. 

As a Medi-Cal doula, three hours of continuing education is required every three years.

If you haven’t received an email to complete your Medi-Cal application to be an affiliate of Fox & Cub Family Wellness, please let us know.

If you don’t have CPR training, please complete it using one of the following links. We recommend the training that covers baby, infant, and child CPR:

Yes. Here is where you can apply for your NPI number—it’s a quick process:

NPI Application: https://nppes.cms.hhs.gov/#/

Patient Relationships & Challenging Situations

If you have a patient who is hostile or their family is, please reach out to the Fox & Cub Family Wellness Admin team ASAP so we can start to deal with the situation. You are not alone—we are here to support you.

If you witness concerning care during a birth, please make sure to document it as detailed as you can and let the Fox & Cub Family Wellness team know so that we can get our clinical team involved.

If there is a conflict or personality mismatch with a patient, let us know and we can rematch the patient to another doula. This is not punitive—sometimes it’s simply not the right fit, and that’s okay.

If any worrisome situation happens during your visits, please document it in your notes and let the Fox & Cub Family Wellness Admin team know as soon as possible.

Language & Accessibility

As of now, we support English only, but we are working on adding other languages. If you would like to help with translation efforts, please let us know!

We currently do not offer translation or interpreter services directly. However, most insurance plans do provide these services. Let us know if your patient needs interpreter support and we can reach out to their insurance plan to arrange it.

Grievances & Disputes

If a patient comes to us with a complaint, we have an internal resolution process which includes asking for your side of the situation or relationship. We believe in hearing all perspectives before making any decisions.

If you as a doula have a grievance with us, please reach out as soon as possible. It is our goal to be a support system for you in every way, and we’d like to resolve any issues for you or anyone around you.

Insurance & Coverage Changes

Please notify the Fox & Cub Family Wellness team immediately. We will verify the new insurance and determine if it is accepted. If the new plan is accepted, care can continue seamlessly. If not, we will work with you and the patient to determine next steps, which may include transitioning the patient to private pay or referring them to other resources.

Please notify the Fox & Cub Family Wellness team. Depending on the new location and insurance coverage, we may be able to continue care virtually, transfer the patient to another doula in their area, or help them find local resources. Each situation is handled on a case-by-case basis.

Contact the Fox & Cub Family Wellness team as soon as you become aware. We will attempt to help the patient find alternative coverage options (such as Medi-Cal enrollment) or discuss private pay options. Do not continue submitting visits for billing until coverage is confirmed.

Platform & Technology

You will need:

  • A smartphone, tablet, or computer with internet access

  • A reliable internet connection (for video visits)

  • A working camera and microphone (for video visits)

  • An up-to-date web browser (Chrome, Safari, Firefox, or Edge recommended)

If you experience technical difficulties, contact the Fox & Cub Family Wellness team for support.

Log into the Raya platform and navigate to your profile or settings section. You can update your availability calendar, set your preferred working hours, and indicate any planned time off. Keeping this current helps ensure accurate patient matching.

If the platform experiences technical issues during a visit:

  • Continue providing support to the patient as needed

  • Document the visit as soon as the platform is available again

  • Note any technical issues in your documentation

  • Contact the Fox & Cub Family Wellness team if you need assistance

Your payment will not be affected by platform outages outside your control.

Please contact the Fox & Cub Family Wellness team for the most current information about platform access options, including mobile apps and web-based access.

Doula Logistics

To request time off:

  • Update your availability in the Raya platform as far in advance as possible

  • Notify the Fox & Cub Family Wellness team of extended absences (more than a few days)

  • Arrange backup coverage for any patients with upcoming due dates

  • Communicate with your active patients about your absence and who will cover for you

We recommend providing at least 2–4 weeks notice for planned vacations when possible.

The credentialing process includes:

  • Application and resume review

  • Verification of doula training and certifications

  • Background check

  • Review of insurance and liability documentation

  • Platform training and orientation

  • Review and acknowledgment of this handbook

Contact the Fox & Cub Family Wellness team at hello@findraya.com for more information about joining our network.

Doulas are encouraged to carry their own professional liability insurance. Fox & Cub Family Wellness maintains coverage for activities conducted through the platform, but individual coverage provides additional protection. Contact the Fox & Cub Family Wellness team if you have questions about insurance requirements or recommendations.

There is no strict maximum, but we encourage doulas to manage caseloads responsibly to ensure quality care. Consider your availability, geographic coverage, and the likelihood of overlapping due dates when accepting new patients. If you feel overwhelmed, please reach out to the Fox & Cub Family Wellness team—we can help adjust your assignments.

Fox & Cub Family Wellness values continuous learning. Requirements and offerings include:

  • Initial platform orientation (required)

  • Periodic training updates on policies, documentation, and compliance

  • Optional professional development opportunities shared via email and the platform

Specific continuing education requirements may vary. Contact the Fox & Cub Family Wellness team for current offerings.

Patient Relationships & Boundaries

Small tokens of appreciation (such as a thank-you card or homemade food) are generally acceptable. However, doulas should not accept gifts of significant monetary value, as this could create an uncomfortable dynamic or perceived obligation. Use your professional judgment, and when in doubt, politely decline and express gratitude for the thought.

You may continue working with a patient outside of Fox & Cub Family Wellness after their benefit package is complete, with the following guidelines:

  • Inform the patient clearly that future services are separate from Fox & Cub Family Wellness

  • Handle all payment, documentation, and communication outside the Raya platform

  • Do not use Fox & Cub Family Wellness resources, branding, or documentation for private work

There is no referral fee or restriction, but the transition should be clear and transparent.

Sometimes, despite best efforts, a doula-patient relationship may not be the right fit. If this occurs:

  • Attempt to address concerns professionally and directly when appropriate

  • Contact the Fox & Cub Family Wellness team to discuss the situation

  • Request a rematch if the relationship cannot be repaired

Rematching is not a failure—it’s about ensuring the patient receives the best possible support. Fox & Cub Family Wellness will handle the transition with care for both parties.

We recommend maintaining professional boundaries by not connecting with active patients on personal social media accounts. If you have a professional page for your doula services, you may share that information. After care is complete, use your professional judgment—but remember that social media connections can blur boundaries and raise privacy concerns.

Your priority is always the safety and wellbeing of the patient (and yourself). If you encounter a hostile or difficult family member or partner:

  • Remain calm and professional

  • Focus your attention and communication on the patient

  • Do not engage in arguments or confrontations

  • If you feel unsafe, remove yourself from the situation

  • Document the interaction factually and neutrally

  • Escalate concerns to the Fox & Cub Family Wellness team, especially if there are safety concerns or signs of IPV

You are not required to tolerate abusive behavior. Contact Fox & Cub Family Wellness for guidance on difficult situations.

Challenging Situations

If you witness concerning clinical care:

  • Your primary role is to support and advocate for your patient

  • You may ask clarifying questions on behalf of the patient (e.g., ‘Can you explain what’s happening?’)

  • Do not confront or argue with clinical staff in the moment

  • Document your observations factually and objectively after the fact

  • Escalate serious concerns to the Fox & Cub Family Wellness clinical team

Remember: doulas do not provide medical advice or intervene in clinical decisions. Your role is support and advocacy through communication.

Doulas may be mandated reporters depending on their certifications and state law. If a patient discloses abuse or neglect of a child or vulnerable adult:

  • Listen without judgment and thank them for sharing

  • Do not promise confidentiality if a report may be required

  • Contact the Fox & Cub Family Wellness team immediately for guidance

  • If required, file a report with the appropriate authorities (Child Protective Services, Adult Protective Services, etc.)

  • Document the disclosure and your actions factually

Fox & Cub Family Wellness will support you through the reporting process. When in doubt, consult with the team before acting.

Document only objective, factual observations—never assumptions or diagnoses. For example:

  • DO write: ‘Patient appeared drowsy and had slurred speech during the visit.’

  • DO NOT write: ‘Patient was drunk/high.’

If you have concerns about patient or fetal safety, escalate to the Fox & Cub Family Wellness clinical team. Do not accuse or confront the patient directly.

Language & Accessibility

The Fox & Cub Family Wellness platform currently supports English and Spanish. We are continually working to expand language access. Contact the Fox & Cub Family Wellness team if you have specific language needs or questions.

Fox & Cub Family Wellness is committed to accessible, equitable care. When working with patients who have disabilities or accessibility needs:

  • Ask the patient directly about their needs and preferences

  • Adapt your communication style as needed (e.g., visual aids, written materials, more time)

  • Ensure virtual visits are accessible (e.g., captions, screen reader compatibility)

  • Contact the Fox & Cub Family Wellness team if you need additional resources or accommodations

Approach each patient as the expert on their own needs.

If you need interpreter services for a patient, contact the Fox & Cub Family Wellness team. We can help arrange language support for visits when needed. Many doulas in our network are multilingual—let us know your language capabilities so we can match patients appropriately.

Grievances & Disputes

Fox & Cub Family Wellness takes patient feedback seriously. When a complaint is received:

  • The Fox & Cub Family Wellness team will review the concern

  • The doula may be contacted to provide their perspective

  • Fox & Cub Family Wellness will work to resolve the issue fairly and constructively

  • Serious or repeated concerns may result in additional review or support

Our goal is to improve care and support both patients and doulas. Complaints are handled confidentially and are not automatically punitive.

We want to hear from you. If you have a concern or grievance:

  • Contact the Fox & Cub Family Wellness team directly via email (hello@findraya.com) or phone (415-295-2759)

  • Describe your concern clearly and provide any relevant documentation

  • Fox & Cub Family Wellness will review and respond within a reasonable timeframe

We are committed to continuous improvement and value doula feedback.

Special Populations

When working with teen parents:

  • Be mindful of their developmental stage and communication style

  • Respect their autonomy while understanding they may have guardians or parents involved

  • Be aware of consent and confidentiality rules for minors in your state

  • Connect them with age-appropriate resources (school programs, teen parent support groups)

  • Avoid judgment—focus on support and empowerment

Contact the Fox & Cub Family Wellness team if you have questions about consent or documentation for minors.

Working with incarcerated patients involves unique considerations:

  • Coordinate with Fox & Cub Family Wellness and facility staff regarding access and scheduling

  • Be aware of privacy limitations in correctional settings

  • Understand that the patient may have limited autonomy and communication access

  • Document any facility-related barriers to care

  • Approach with compassion and without judgment

Contact the Fox & Cub Family Wellness team for guidance on specific facility protocols.

Fox & Cub Family Wellness is committed to inclusive, affirming care for all families. When working with LGBTQ+ patients:

  • Use the patient’s correct name and pronouns—ask if you’re unsure

  • Do not make assumptions about partners, family structure, or conception

  • Use inclusive language (e.g., ‘partner’ instead of ‘husband/wife’ unless specified)

  • Be aware that LGBTQ+ individuals may have experienced discrimination in healthcare settings

  • Connect patients with LGBTQ+-affirming resources when appropriate

Cultural humility and respect are core to trauma-informed care.

When working with patients involved with child welfare or foster care systems:

  • Be aware that there may be additional parties involved in care decisions (social workers, foster parents, courts)

  • Maintain clear boundaries about your role—you are a doula, not a case manager or social worker

  • Document carefully and factually, as your notes may be requested by agencies

  • Provide extra emotional support, as these patients may have experienced significant trauma

  • Connect with the Fox & Cub Family Wellness team if you have questions about documentation or communication

Your role is to provide steady, non-judgmental support regardless of the patient’s circumstances.

Documentation & Ownership

Fox & Cub Family Wellness owns all documentation, as all patients on the platform are considered Fox & Cub Family Wellness patients.

Contact Information

415-295-2759

olivia@foxandcubfamilywellness.com

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Advice and answers from the Fox & Cub Family Wellness Team

Visits & Scheduling

Typical visit lengths are:

  • Initial Visit: Medi-Cal requires around 90 minutes. Some doulas may conduct visits longer than 90 minutes.

  • Prenatal/Postpartum Visits: usually 1 to 2 hours.

  • Labor and Delivery: no minimums or maximums.

  • Extended Postpartum Visits: usually 3 or more hours and are paid accordingly.

No. There is no way to extend visits past 12 months after labor and delivery. Patients may choose to private pay for sessions/care with us as well.

The DHCS/Medi-Cal coding pathway allows for labor and delivery support to occur immediately after delivery, whether by phone, telehealth (video), or in-person. For specific situations, please reach out to the Fox & Cub Family Wellness team.

  • One no-show: please reschedule.

  • Two no-shows: please let the Fox & Cub Family Wellness team know and we will reach out to the patient directly.

No-shows are never billable. Please do not submit visits or notes for no-shows.

Insurance & Verification

If you are working through insurance, you will receive:

    • A team invite to join our Doulado team platform

    • An invitation to join one of our ongoing weekly Doulado trainings/walkthrough sessions

    These trainings walk you through:

    • How to use Doulado for insurance patients

    • Documentation requirements

    • Appointment tracking

    • Billing flow

    • And how to manage private-pay clients in the system (optional, but encouraged)

    We want you fully confident before seeing insurance clients.

Fox & Cub Family Wellness works with primary insurance plans only. Please double-check that the insurance submitted by the patient is their primary health plan. If insurance is later found not to be primary, Fox & Cub Family Wellness cannot pay for the associated session(s).

A full list of accepted health plans is available at:

health plans Fox & Cub Family Wellness accepts

If a patient’s insurance changes, we need to re-verify their insurance for them to continue care. Please notify the Fox & Cub Family Wellness team as soon as you become aware of any insurance changes.

If a patient moves out of the service area, we can attempt to rematch them with a doula in their new area, or the patient can continue care virtually only. Please contact the Fox & Cub Family Wellness team to coordinate.

We do our best to verify insurance within 24–48 hours. 

If a patient loses insurance coverage, we have to stop care unless the patient is willing to pay out of pocket. Please contact the Fox & Cub Family Wellness team to discuss options.

Yes. Please verify with your patient at every visit that their insurance has not changed. This helps us catch any changes early and avoid payment issues. A simple question like “Has your insurance changed since our last visit?” is sufficient.

Inquires, Patient/Client Onboarding & Process

Once a patient is added, our team will complete their verification.
After verification is confirmed, we’ll assign the appropriate package with the included visits.
At that point, you’re all set to begin care.

Yes. One package per pregnancy.

No. One package per pregnancy.

When a new inquiry comes through for private-pay or through insurance, you’ll see:

  • A copy of the client’s inquiry form

  • Any additional notes from our team such as if they are looking for only insurance covered support, or extended private-pay support as well. 

  • Specific instructions (if applicable)

Please read everything carefully.

Sometimes clients include specific requests in the comment section, such as:

  • VBAC experience

  • Induction experience

  • Overnight postpartum only

  • Daytime support only

  • Hospital preference

  • High-risk support background

When you reply, clearly state whether you have the requested experience.

When you are available and interested:

  1. Press and hold the job opportunity message

  2. Select “Reply All”

  3. Include:

    • Your availability

    • Whether you meet any requested criteria

    • Any specifics we asked you to confirm (example: daytime only, postpartum only, etc.)

Fairness Policy

To keep opportunities equitable:

  • We do not select the first doulas to reply.

  • We wait a few hours to allow responses.

  • We also consider who has (or has not) recently been sent opportunities.

  • Then we reply-all in the original thread announcing which 2–3 doulas we are sending to the client.

This process is the same for insurance and private-pay clients.

If you are selected:

  • We will send an introduction email to the client.

  • You will be CC’d on the email.

Your Responsibility:

  • Reply All within 24 hours

  • Introduce yourself warmly

  • Let them know you’d love to schedule a consultation

  • Include your Calendly link (or scheduling link)

This is your opportunity to connect and convert the client.

If the client does not respond:

  • You may call or text them (either immediately after emailing or after 24 hours — your preference).

  • We will also follow up via email to help re-engage the conversation if needed.

We work as a team to support connection and communication.

Each pregnancy or pregnancy loss qualifies for one doula benefit package, which includes:

  • 1 Initial Visit

  • 8 Prenatal and/or Postpartum Visits

  • Labor and Delivery Support or Pregnancy Loss Support

  • 2 Extended Postpartum Support Visits

All visits expire 12 months after birth or pregnancy loss.

Doulas are asked to help patients fully utilize their benefit. If a patient stops engaging, notify the Fox & Cub Family Wellness team. Fox & Cub Family Wellness will close cases and deactivate packages/patients.

Please reach out to the Fox & Cub Family Wellness team to start the process. Nine additional postpartum visits are only allowed for Medi-Cal patients.

Visits & Scheduling

Typical visit lengths are:

  • Initial Visit: Medi-Cal requires around 90 minutes. Some doulas may conduct visits longer than 90 minutes.

  • Prenatal/Postpartum Visits: usually 1 to 2 hours.

  • Labor and Delivery: no minimums or maximums.

  • Extended Postpartum Visits: usually 3 or more hours and are paid accordingly.

No. There is no way to extend visits past 12 months after labor and delivery. Patients may choose to private pay for sessions/care with us as well.

The DHCS/Medi-Cal coding pathway allows for labor and delivery support to occur immediately after delivery, whether by phone, telehealth (video), or in-person. For specific situations, please reach out to the Fox & Cub Family Wellness team.

  • One no-show: please reschedule.

  • Two no-shows: please let the Fox & Cub Family Wellness team know and we will reach out to the patient directly.

No-shows are never billable. Please do not submit visits or notes for no-shows.

Payment & Billing

Payment rates vary by visit type and health plan. Please refer to your acceptance email for your specific rates. If you need this information again, contact the Fox & Cub Family Wellness team.

Book an appointment → add & submit notes/after visit-form + make sure your patient has filled out all of their assigned forms. The forms include:

HIPAA Disclosure

Assumptions of Risk and Liability

Intake Questionnaire

PHQ-9 Depression Screening (which may be assigned once in their prenatal period and once in their postpartum period)

Yes, depending on the health plan and dates of visit. Just reach out to the team and let us know the dates of care + health plan and we will let you know! We cannot backbill more than 6 months in the past.

Payment is based on documentation submission timing:

  • Notes submitted between the 1st and 15th of the month are paid out on the 15th of the following month.

  • Notes submitted between the 16th and 31st of the month are paid out on the 31st of the following month.

This schedule aligns with insurance reimbursement timelines (typically 30 to 45 days), but as soon as your claim is reimbursed we submit payment. 

 

Please check your Gusto account for all of your payments for all completed sessions.

We will be working diligently with our medical billing team to re-submit the claim and seek reimbursement ASAP. 

Scope of Services

Yes, outside of the insurance benefits per plan with separate payment and documentation. Do not document or bill non-covered services in the Fox & Cub platform. 

 

Doulas are not compensated for standby time. The labor and delivery payment covers the full duration of support the doula provides during labor and birth, regardless of how long they are present.

Please ensure the patient is able to reach you when support is needed, including during overnight hours.

Patient Care & Concerns

Doulas may document concerns and escalate them to the Fox & Cub Family Wellness team. Fox & Cub Family Wellness can recommend next steps to the patient but cannot and will not interfere in the patient’s primary clinical team’s processes.

Yes. Please let the Fox & Cub Family Wellness team know why and we will rematch the patient. Fox & Cub Family Wellness will decide if the visit(s) used will be paid out.

Support & Resources

Yes. Let the Fox & Cub Family Wellness team know and we will start reaching out as soon as possible. You can also use our WhatsApp Fox & Cub Chat room to reach out for backup support. 

Please contact the Fox & Cub Family Wellness team so we can find the proper support for the situation.

No.

Yes we do. Please reach out to our admin team at info@foxandcubfamilywellness.com to schedule a meeting and learn more.

Credentialing & Training

To credential as a new doula with Fox & Cub Family Wellness:

  • Create a new account on the platform

  • Submit the necessary information that your profile asks for, including:

    – CPR certificate

    – HIPAA certificate

    – Your certification documents

  • Provide your bio and practice philosophy so we can create a bio page to share with patients. This allows them to see your full background, including specialties.

Once verification of documents is complete, you will be onboarded to Wingspan, our HR & Payments platform.

If you haven’t completed a HIPAA training yet, please use this link to complete it:

Free HIPAA Training:

https://www.nephtc.org/enrol/index.php?id=178

Yes. If you don’t have liability insurance, you can get it here:

Fox & Cub Family Wellness will hold monthly trainings and get-togethers for all of our doulas. Please keep a look out in your email and the WhatsApp group chat room to hear about the next training/get-together. 

As a Medi-Cal doula, three hours of continuing education is required every three years.

If you haven’t received an email to complete your Medi-Cal application to be an affiliate of Fox & Cub Family Wellness, please let us know.

If you don’t have CPR training, please complete it using one of the following links. We recommend the training that covers baby, infant, and child CPR:

Yes. Here is where you can apply for your NPI number—it’s a quick process:

NPI Application: https://nppes.cms.hhs.gov/#/

Patient Relationships & Challenging Situations

If you have a patient who is hostile or their family is, please reach out to the Fox & Cub Family Wellness Admin team ASAP so we can start to deal with the situation. You are not alone—we are here to support you.

If you witness concerning care during a birth, please make sure to document it as detailed as you can and let the Fox & Cub Family Wellness team know so that we can get our clinical team involved.

If there is a conflict or personality mismatch with a patient, let us know and we can rematch the patient to another doula. This is not punitive—sometimes it’s simply not the right fit, and that’s okay.

If any worrisome situation happens during your visits, please document it in your notes and let the Fox & Cub Family Wellness Admin team know as soon as possible.

Language & Accessibility

As of now, we support English only, but we are working on adding other languages. If you would like to help with translation efforts, please let us know!

We currently do not offer translation or interpreter services directly. However, most insurance plans do provide these services. Let us know if your patient needs interpreter support and we can reach out to their insurance plan to arrange it.

Grievances & Disputes

If a patient comes to us with a complaint, we have an internal resolution process which includes asking for your side of the situation or relationship. We believe in hearing all perspectives before making any decisions.

If you as a doula have a grievance with us, please reach out as soon as possible. It is our goal to be a support system for you in every way, and we’d like to resolve any issues for you or anyone around you.

Insurance & Coverage Changes

Please notify the Fox & Cub Family Wellness team immediately. We will verify the new insurance and determine if it is accepted. If the new plan is accepted, care can continue seamlessly. If not, we will work with you and the patient to determine next steps, which may include transitioning the patient to private pay or referring them to other resources.

Please notify the Fox & Cub Family Wellness team. Depending on the new location and insurance coverage, we may be able to continue care virtually, transfer the patient to another doula in their area, or help them find local resources. Each situation is handled on a case-by-case basis.

Contact the Fox & Cub Family Wellness team as soon as you become aware. We will attempt to help the patient find alternative coverage options (such as Medi-Cal enrollment) or discuss private pay options. Do not continue submitting visits for billing until coverage is confirmed.

Platform & Technology

You will need:

  • A smartphone, tablet, or computer with internet access

  • A reliable internet connection (for video visits)

  • A working camera and microphone (for video visits)

  • An up-to-date web browser (Chrome, Safari, Firefox, or Edge recommended)

If you experience technical difficulties, contact the Fox & Cub Family Wellness team for support.

Log into the Raya platform and navigate to your profile or settings section. You can update your availability calendar, set your preferred working hours, and indicate any planned time off. Keeping this current helps ensure accurate patient matching.

If the platform experiences technical issues during a visit:

  • Continue providing support to the patient as needed

  • Document the visit as soon as the platform is available again

  • Note any technical issues in your documentation

  • Contact the Fox & Cub Family Wellness team if you need assistance

Your payment will not be affected by platform outages outside your control.

Please contact the Fox & Cub Family Wellness team for the most current information about platform access options, including mobile apps and web-based access.

Doula Logistics

To request time off:

  • Update your availability in the Raya platform as far in advance as possible

  • Notify the Fox & Cub Family Wellness team of extended absences (more than a few days)

  • Arrange backup coverage for any patients with upcoming due dates

  • Communicate with your active patients about your absence and who will cover for you

We recommend providing at least 2–4 weeks notice for planned vacations when possible.

The credentialing process includes:

  • Application and resume review

  • Verification of doula training and certifications

  • Background check

  • Review of insurance and liability documentation

  • Platform training and orientation

  • Review and acknowledgment of this handbook

Contact the Fox & Cub Family Wellness team at hello@findraya.com for more information about joining our network.

Doulas are encouraged to carry their own professional liability insurance. Fox & Cub Family Wellness maintains coverage for activities conducted through the platform, but individual coverage provides additional protection. Contact the Fox & Cub Family Wellness team if you have questions about insurance requirements or recommendations.

There is no strict maximum, but we encourage doulas to manage caseloads responsibly to ensure quality care. Consider your availability, geographic coverage, and the likelihood of overlapping due dates when accepting new patients. If you feel overwhelmed, please reach out to the Fox & Cub Family Wellness team—we can help adjust your assignments.

Fox & Cub Family Wellness values continuous learning. Requirements and offerings include:

  • Initial platform orientation (required)

  • Periodic training updates on policies, documentation, and compliance

  • Optional professional development opportunities shared via email and the platform

Specific continuing education requirements may vary. Contact the Fox & Cub Family Wellness team for current offerings.

Patient Relationships & Boundaries

Small tokens of appreciation (such as a thank-you card or homemade food) are generally acceptable. However, doulas should not accept gifts of significant monetary value, as this could create an uncomfortable dynamic or perceived obligation. Use your professional judgment, and when in doubt, politely decline and express gratitude for the thought.

You may continue working with a patient outside of Fox & Cub Family Wellness after their benefit package is complete, with the following guidelines:

  • Inform the patient clearly that future services are separate from Fox & Cub Family Wellness

  • Handle all payment, documentation, and communication outside the Raya platform

  • Do not use Fox & Cub Family Wellness resources, branding, or documentation for private work

There is no referral fee or restriction, but the transition should be clear and transparent.

Sometimes, despite best efforts, a doula-patient relationship may not be the right fit. If this occurs:

  • Attempt to address concerns professionally and directly when appropriate

  • Contact the Fox & Cub Family Wellness team to discuss the situation

  • Request a rematch if the relationship cannot be repaired

Rematching is not a failure—it’s about ensuring the patient receives the best possible support. Fox & Cub Family Wellness will handle the transition with care for both parties.

We recommend maintaining professional boundaries by not connecting with active patients on personal social media accounts. If you have a professional page for your doula services, you may share that information. After care is complete, use your professional judgment—but remember that social media connections can blur boundaries and raise privacy concerns.

Your priority is always the safety and wellbeing of the patient (and yourself). If you encounter a hostile or difficult family member or partner:

  • Remain calm and professional

  • Focus your attention and communication on the patient

  • Do not engage in arguments or confrontations

  • If you feel unsafe, remove yourself from the situation

  • Document the interaction factually and neutrally

  • Escalate concerns to the Fox & Cub Family Wellness team, especially if there are safety concerns or signs of IPV

You are not required to tolerate abusive behavior. Contact Fox & Cub Family Wellness for guidance on difficult situations.

Challenging Situations

If you witness concerning clinical care:

  • Your primary role is to support and advocate for your patient

  • You may ask clarifying questions on behalf of the patient (e.g., ‘Can you explain what’s happening?’)

  • Do not confront or argue with clinical staff in the moment

  • Document your observations factually and objectively after the fact

  • Escalate serious concerns to the Fox & Cub Family Wellness clinical team

Remember: doulas do not provide medical advice or intervene in clinical decisions. Your role is support and advocacy through communication.

Doulas may be mandated reporters depending on their certifications and state law. If a patient discloses abuse or neglect of a child or vulnerable adult:

  • Listen without judgment and thank them for sharing

  • Do not promise confidentiality if a report may be required

  • Contact the Fox & Cub Family Wellness team immediately for guidance

  • If required, file a report with the appropriate authorities (Child Protective Services, Adult Protective Services, etc.)

  • Document the disclosure and your actions factually

Fox & Cub Family Wellness will support you through the reporting process. When in doubt, consult with the team before acting.

Document only objective, factual observations—never assumptions or diagnoses. For example:

  • DO write: ‘Patient appeared drowsy and had slurred speech during the visit.’

  • DO NOT write: ‘Patient was drunk/high.’

If you have concerns about patient or fetal safety, escalate to the Fox & Cub Family Wellness clinical team. Do not accuse or confront the patient directly.

Language & Accessibility

The Fox & Cub Family Wellness platform currently supports English and Spanish. We are continually working to expand language access. Contact the Fox & Cub Family Wellness team if you have specific language needs or questions.

Fox & Cub Family Wellness is committed to accessible, equitable care. When working with patients who have disabilities or accessibility needs:

  • Ask the patient directly about their needs and preferences

  • Adapt your communication style as needed (e.g., visual aids, written materials, more time)

  • Ensure virtual visits are accessible (e.g., captions, screen reader compatibility)

  • Contact the Fox & Cub Family Wellness team if you need additional resources or accommodations

Approach each patient as the expert on their own needs.

If you need interpreter services for a patient, contact the Fox & Cub Family Wellness team. We can help arrange language support for visits when needed. Many doulas in our network are multilingual—let us know your language capabilities so we can match patients appropriately.

Grievances & Disputes

Fox & Cub Family Wellness takes patient feedback seriously. When a complaint is received:

  • The Fox & Cub Family Wellness team will review the concern

  • The doula may be contacted to provide their perspective

  • Fox & Cub Family Wellness will work to resolve the issue fairly and constructively

  • Serious or repeated concerns may result in additional review or support

Our goal is to improve care and support both patients and doulas. Complaints are handled confidentially and are not automatically punitive.

We want to hear from you. If you have a concern or grievance:

  • Contact the Fox & Cub Family Wellness team directly via email (hello@findraya.com) or phone (415-295-2759)

  • Describe your concern clearly and provide any relevant documentation

  • Fox & Cub Family Wellness will review and respond within a reasonable timeframe

We are committed to continuous improvement and value doula feedback.

Special Populations

When working with teen parents:

  • Be mindful of their developmental stage and communication style

  • Respect their autonomy while understanding they may have guardians or parents involved

  • Be aware of consent and confidentiality rules for minors in your state

  • Connect them with age-appropriate resources (school programs, teen parent support groups)

  • Avoid judgment—focus on support and empowerment

Contact the Fox & Cub Family Wellness team if you have questions about consent or documentation for minors.

Working with incarcerated patients involves unique considerations:

  • Coordinate with Fox & Cub Family Wellness and facility staff regarding access and scheduling

  • Be aware of privacy limitations in correctional settings

  • Understand that the patient may have limited autonomy and communication access

  • Document any facility-related barriers to care

  • Approach with compassion and without judgment

Contact the Fox & Cub Family Wellness team for guidance on specific facility protocols.

Fox & Cub Family Wellness is committed to inclusive, affirming care for all families. When working with LGBTQ+ patients:

  • Use the patient’s correct name and pronouns—ask if you’re unsure

  • Do not make assumptions about partners, family structure, or conception

  • Use inclusive language (e.g., ‘partner’ instead of ‘husband/wife’ unless specified)

  • Be aware that LGBTQ+ individuals may have experienced discrimination in healthcare settings

  • Connect patients with LGBTQ+-affirming resources when appropriate

Cultural humility and respect are core to trauma-informed care.

When working with patients involved with child welfare or foster care systems:

  • Be aware that there may be additional parties involved in care decisions (social workers, foster parents, courts)

  • Maintain clear boundaries about your role—you are a doula, not a case manager or social worker

  • Document carefully and factually, as your notes may be requested by agencies

  • Provide extra emotional support, as these patients may have experienced significant trauma

  • Connect with the Fox & Cub Family Wellness team if you have questions about documentation or communication

Your role is to provide steady, non-judgmental support regardless of the patient’s circumstances.

Documentation & Ownership

Fox & Cub Family Wellness owns all documentation, as all patients on the platform are considered Fox & Cub Family Wellness patients.

Contact Information

415-295-2759

olivia@foxandcubfamilywellness.com

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