Raya Health works with primary insurance 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, Raya Health cannot pay for the associated session(s).

If a patient's insurance changes, we need to re-verify their insurance for them to continue care. Please notify the Raya Health 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 Raya Health team to coordinate.

We do our best to verify insurance within 24–48 hours. If we don't, please feel free to reach out.

If a patient loses insurance coverage, we have to stop care unless the patient is willing to pay out of pocket. Please contact the Raya Health 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.

Once a patient is added, our team will verify them.

Once they are verified, we'll add the appropriate package with visits.

From there you are good to start care!

Yes. One package per pregnancy.

No. One package per pregnancy.

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 Raya Health team. Raya Health will close cases and deactivate packages/patients.

Please reach out to the Raya Health team to start the process. Nine additional postpartum visits are only allowed for Medi-Cal patients.

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 outside of Raya Health.

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 Raya Health team.

• One no-show: please reschedule.

• Two no-shows: please let the Raya Health 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 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 Raya Health team.

Book an appointment → add & submit notes + 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).

Once a patient is approved and assigned, doulas are paid regardless of whether a claim is accepted or denied, provided documentation is completed correctly. Claim risk is borne by Raya Health.

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

Doulas are protected. If documentation is completed correctly and the patient was approved, payment is not clawed back regardless of claim outcome.

Yes, outside of the Raya Health doula benefit, with separate payment and documentation. Do not document or bill non-covered services in the Raya platform.

Raya Health may add the ability for patients to book services separate from the doula benefit in the future. If this occurs, documentation rules may change and will be updated accordingly.

Doulas are not compensated for standby time. Labor and delivery payment covers any amount of time the doula feels they need to be at a labor and delivery.

Please make sure the patient can reach you when the time comes for support to be needed, even if in the middle of the night.

Doulas may document concerns and escalate them to the Raya Health team. Raya Health 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 Raya Health team know why and we will rematch the patient. Raya Health will decide if the visit(s) used will be paid out.

Yes. Let the Raya Health team know and we will start reaching out as soon as possible. You can also use the platform to request a backup doula for a patient by going to Requests and then Find a Provider.

Please contact the Raya Health team so we can find the proper support for the situation.

No.

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

The platform is currently web-based only, but it is mobile-optimized. You can access it through any web browser on your phone, tablet, or computer.

To credential as a new doula with Raya Health:

• 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:

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

Raya Health will intermittently put on free continuing education for all doulas within our network on different topics. If you have a suggestion for a topic, please let us know!

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 Raya Health, 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:

• American Red Cross (Adult and Pediatric/Child and Baby First Aid/CPR/AED)
  
• American Heart Association
  

Yes. Here is where you can apply for your NPI number—it's pretty quick:

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

• If you already have an NPI number, you do not need to redo this process.
  

• If you need help signing up for an NPI, use this guide: https://nppes.cms.hhs.gov/help/npi-application-help-page
  

If you have a patient who is hostile or their family is, please reach out to the Raya Health 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 Raya Health 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.e

If any worrisome situation happens during your visits, please document it in your notes and let the Raya Health Admin team know as soon as possible.

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.

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.

Please notify the Raya Health 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 Raya Health 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 Raya Health 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.

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 Raya Health 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 Raya Health team if you need assistance
  

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

Please contact the Raya Health team for the most current information about platform access options, including mobile apps and web-based access.

To request time off:

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

• Notify the Raya Health 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 Raya Health team at hello@findraya.com for more information about joining our network.

Doulas are encouraged to carry their own professional liability insurance. Raya Health maintains coverage for activities conducted through the platform, but individual coverage provides additional protection. Contact the Raya Health 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 Raya Health team—we can help adjust your assignments.

Raya Health 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 Raya Health team for current offerings.

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 Raya Health after their benefit package is complete, with the following guidelines:

• Inform the patient clearly that future services are separate from Raya Health
  

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

• Do not use Raya Health 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 Raya Health 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. Raya Health 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 Raya Health team, especially if there are safety concerns or signs of IPV
  

You are not required to tolerate abusive behavior. Contact Raya Health for guidance on difficult 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 Raya Health 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 Raya Health 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
  

Raya Health 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 Raya Health clinical team. Do not accuse or confront the patient directly.

The Raya Health platform currently supports English and Spanish. We are continually working to expand language access. Contact the Raya Health team if you have specific language needs or questions.

Raya Health 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 Raya Health 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 Raya Health 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.

Raya Health takes patient feedback seriously. When a complaint is received:

• The Raya Health team will review the concern
  

• The doula may be contacted to provide their perspective
  

• Raya Health 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 Raya Health team directly via email (hello@findraya.com) or phone (415-295-2759)
  

• Describe your concern clearly and provide any relevant documentation
  

• Raya Health will review and respond within a reasonable timeframe
  

We are committed to continuous improvement and value doula feedback.

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 Raya Health team if you have questions about consent or documentation for minors.

Working with incarcerated patients involves unique considerations:

• Coordinate with Raya Health 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 Raya Health team for guidance on specific facility protocols.

Raya Health 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 Raya Health team if you have questions about documentation or communication
  

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

Raya Health owns all documentation, as all patients on the platform are considered Raya Health patients.