Provider Journey
Provider Journey & Service Delivery Workflow
From public-website discovery to active provider, service delivery, documentation, reporting, and payment — 24 phases across 7 stages.
Stage A · Discovery & Recruitment
Stage B · Application & Credentialing
Stage C · Review, Approval & Onboarding
Stage D · Service Delivery
Stage E · Outcomes, Risk & Incidents
Stage F · Reporting & Payment
Stage G · Growth & Renewal
Stage A · Discovery & Recruitment
Public Website Discovery
Prospective providers discover Calmshell on the public marketing site, learn about the platform mission, service categories, and provider tiers, and click the Become a Provider call-to-action.
Where it happens
Who’s involved
- Prospective provider (anonymous visitor)
Data captured
Gate to next phase: Visitor clicks “Apply to become a provider” → enters the application portal.
Stage A · Discovery & Recruitment
Apply Landing & Eligibility
The applicant lands on the secure application portal, reviews the pathway overview, and completes the eligibility questionnaire to determine which provider pathway suits their credentials.
Where it happens
Who’s involved
- Applicant
- Eligibility engine
Data captured
Gate to next phase: Eligibility result = eligible or additional_review → continue to account creation.
Stage B · Application & Credentialing
Account & Identity
Applicant creates their provider account, sets up credentials, and completes identity verification (government ID). This establishes the authenticated identity used throughout the platform.
Where it happens
Who’s involved
- Applicant
- Identity verification service
Data captured
Gate to next phase: Identity verified → pathway selection unlocks.
Stage B · Application & Credentialing
Pathway Selection
Applicant selects their provider pathway (regulated clinical, supervised, non-regulated wellness, peer support, mind-body, creative therapy, nutrition, postpartum, care coordination). Pathway determines which subsequent steps apply.
Where it happens
Who’s involved
- Applicant
Data captured
Gate to next phase: Pathway chosen → conditional step set configured for this applicant.
Stage B · Application & Credentialing
Education, Licensing & Experience
Applicant submits education records, professional licensing details (license number, issuing body, expiry), and clinical experience. Regulated pathways require valid, verifiable licence.
Where it happens
Who’s involved
- Applicant
- Issuing regulatory bodies
Data captured
Gate to next phase: Credentials submitted and verifiable → credentials_verified flag.
Stage B · Application & Credentialing
Insurance & Safety Screening
Applicant uploads professional liability insurance and completes safety screening (criminal record check). Required for all direct-care pathways before approval.
Where it happens
Who’s involved
- Applicant
- Background check provider
Data captured
Gate to next phase: Insurance valid + background check complete → safety_complete flag.
Stage B · Application & Credentialing
References & Cultural Profile
Applicant provides professional references and completes their cultural competence profile (languages, cultural expertise, therapeutic approaches). References are contacted and verified.
Where it happens
Who’s involved
- Applicant
- Professional references
Data captured
Gate to next phase: References verified + cultural profile complete → references_complete flag.
Stage B · Application & Credentialing
Declarations & Agreements
Applicant signs legal declarations and the provider services agreement, privacy policy, terms of use, data processing agreement, clinical responsibility, and emergency escalation protocol.
Where it happens
Who’s involved
- Applicant
Data captured
Gate to next phase: All agreements signed → eligible for interview.
Stage B · Application & Credentialing
Interview
A credentialing committee member schedules and conducts a structured interview scored across professionalism, communication, ethics, cultural competence, clinical judgment, risk management, and technology readiness.
Where it happens
Who’s involved
- Applicant
- Credentialing committee / interviewer
Data captured
Gate to next phase: Interview complete with recommendation → application submitted for review.
Stage C · Review, Approval & Onboarding
Application Review & Credentialing Decision
The application enters the review queue. Reviewers verify each component, request additional info if needed, and issue a credentialing decision: approved, approved with conditions, or declined. All actions are audit-logged.
Where it happens
Who’s involved
- Credentialing reviewer
- Applicant (for more-info requests)
Data captured
Gate to next phase: final_decision = approved or approved_with_conditions → go-live workflow.
Stage C · Review, Approval & Onboarding
Verification & Credentialing Pipeline (Admin)
Admin runs the 11-step credentialing pipeline: identity, licence, jurisdiction, insurance, background, education, experience, references, interview, compliance, final. A CredentialingDecision record captures the per-component summary and review expiry date.
Who’s involved
- Provider onboarding officer
- Clinical director
- Credentialing committee
Data captured
Gate to next phase: All pipeline steps verified → credentialing_decision = approved.
Stage C · Review, Approval & Onboarding
Credentialing Approval & Activation Handoff
Credentialing approval confirms eligibility to begin controlled activation. It does not make the provider live. The profile remains non-public and clinical access remains disabled while first-login requirements are completed.
Where it happens
Who’s involved
- Admin
- Finance officer
- Provider
Data captured
Gate to next phase: credentialing_decision = approved → provider enters mandatory activation.
Stage C · Review, Approval & Onboarding
First Login, Orientation & Controlled Go-Live
The approved provider logs into provider.calmshell.ca, completes verified MFA, reads and accepts each active legal agreement, finishes the versioned orientation and assessment, and completes their profile and availability. Only then is the profile activated.
Where it happens
Who’s involved
- Provider
Data captured
Gate to next phase: Credentialing approved + MFA active + current orientation passed + active agreements accepted + profile complete → go_live_approved.
Stage C · Review, Approval & Onboarding
Docket & Client Assignment
Admin assigns clients to the provider via docket assignments. Patient consent is captured and scoped. The provider gains access only to assigned clients whose consent authorizes them.
Where it happens
Who’s involved
- Admin
- Provider
- Client (consent)
Data captured
Gate to next phase: Active assignment + valid consent → provider may deliver care to that client.
Stage D · Service Delivery
Scheduling & Sessions
Provider manages availability, books and conducts sessions (video, phone, chat, in-person), and tracks session lifecycle (scheduled → completed / cancelled / no-show). Buffer times and blackout dates are respected.
Where it happens
Who’s involved
- Provider
- Client
Data captured
Gate to next phase: Session completed → clinical documentation due.
Stage D · Service Delivery
Clinical Documentation
Provider documents care using structured note templates (SOAP, DAP, BIRP, GIRP, Progress), records intake/assessment/discharge notes, and links notes to sessions and care plans. Notes are private by default and break-glass protected.
Where it happens
Who’s involved
- Provider
Data captured
Gate to next phase: Note finalized → part of the client record and available to authorized team.
Stage D · Service Delivery
Programs, Circles & Specialized Care
Provider facilitates community healing circles, delivers postpartum/perinatal care, runs group programs, and coordinates with the care team via consultations and referrals.
Where it happens
Who’s involved
- Provider
- Facilitators
- Care team
- Client
Data captured
Gate to next phase: Services delivered and documented → outcomes tracked.
Stage E · Outcomes, Risk & Incidents
Outcome Measurement
Provider administers outcome measures (e.g. PHQ-9, GAD-7), tracks treatment goals, and reviews outcome dashboards to monitor client progress and program effectiveness.
Where it happens
Who’s involved
- Provider
- Clinical director
Data captured
Gate to next phase: Outcomes recorded → inform care plan adjustments and reporting.
Stage E · Outcomes, Risk & Incidents
Risk, Crisis & Incident Management
Provider follows safety protocols for high-risk clients, escalates crises through the escalation chain, files incident reports, and uses break-glass emergency access when consent is unavailable — all audit-logged and reviewed.
Where it happens
Who’s involved
- Provider
- Crisis/risk lead
- Privacy officer
Data captured
Gate to next phase: Incident resolved + follow-up documented → review closed.
Stage F · Reporting & Payment
Monthly Activity Reporting
Provider auto-generates a monthly activity report aggregating sessions, clients, referrals, incidents, circles, and training, adds narrative challenges and support needs, and submits it for admin review.
Where it happens
Who’s involved
- Provider
- Admin
Data captured
Gate to next phase: Report submitted → acknowledged by admin.
Stage F · Reporting & Payment
Program & Institutional Reporting
Program leads and institutional partners review program-level and outcome reports; institutional partners receive aggregate reporting on cohort outcomes and service utilization.
Where it happens
Who’s involved
- Program leads
- Institution partners
- Admin
Data captured
Gate to next phase: Reports delivered → feed renewal and accreditation.
Stage F · Reporting & Payment
Billing & Payment
Sessions generate invoices; clients pay via Stripe checkout. Provider payouts follow the configured schedule (daily/weekly/monthly). Insurance billing and subscriptions (Provider Pro) are managed here.
Where it happens
Who’s involved
- Provider
- Finance officer
- Client
Data captured
Gate to next phase: Payment received + invoice settled → revenue recorded.
Stage G · Growth & Renewal
Supervision, Training & Compliance
Provider attends clinical supervision, completes continuing-education credits, and maintains credential currency. Compliance checks (HIPAA, PIPEDA, access reviews) run on schedule with remediation tracking.
Who’s involved
- Provider
- Clinical supervisor
- Compliance officer
Data captured
Gate to next phase: Credentials current + CE credits met → eligible for renewal.
Stage G · Growth & Renewal
Annual Review & Re-Credentialing
Each provider undergoes an annual performance review and re-credentialing: licence/insurance re-verification, outcome and incident review, role/scope confirmation, and renewal decision for the next term.
Where it happens
Who’s involved
- Credentialing committee
- Clinical director
- Provider
Data captured
Gate to next phase: Renewal approved → provider remains active for the next term; else suspended/withdrawn.