When to reach the Care Coordination Team and how to get support
ReachLink’s Care Coordination team is available to assist you during standard business hours. Whether you need help with scheduling, onboarding, insurance questions, or provider matching, our team is here to support you.
Care Coordination Hours
Monday–Friday
9:30 AM – 6:00 PM Eastern Time
During these hours, you can expect timely assistance from our Care Coordinators and access to live support when needed.
How to Reach Us
For Urgent Matters (During Business Hours)
We recommend calling or texting:
📞 833-322-0977
This is the fastest way to get support for situations that require same-day attention.
Urgent matters may include:
- Trouble joining a session happening today
- Immediate scheduling conflicts
- Issues confirming an upcoming appointment
- Problems accessing your ReachLink account
For Non-Urgent Matters
For routine requests, general questions, or updates that do not require immediate action, please use one of the following methods:
ReachLink App
- Open the app
- Tap “Get Help” in the sidebar
- Send a message to our team
✉️ support@reachlink.com
Expected response time: within 1 business day.
Non-urgent matters may include:
- Profile updates
- Insurance questions
- Requests for additional provider availability
- General billing or scheduling inquiries
- Clarification about policies
- Product feedback
- Bug reports (that do not affect a session within the next 24 hours)
After-Hours Support
If you contact us outside of business hours, your message will be reviewed the next business day.
Providers may still conduct sessions outside Care Coordination hours, but administrative support may not be immediately available.
If you are experiencing a mental health emergency, please do not wait for ReachLink support. Call 988 or your local emergency number.
We’re Here to Help
Our goal is to make accessing mental health care as seamless as possible. Whether you have questions about enrollment, benefits, scheduling, or getting started with your provider, our Care Coordination team is ready to assist you during our operating hours.
Need Help?
If you encounter any issues getting a hold of a team member:
- In the app: Click on "Get Help" in the sidebar
- Email: support@reachlink.com
Our Care Coordinators are here to guide you through the process.
Pages
Children pages will be shown in the sidebar and as page links: