Frequently Asked Questions
What is Mellie?
Mellie is an all-in-one solution for navigating and managing elder care. Mellie provides you with services and an innovative platform to personalize a high quality care plan and find the right resources and solutions to assist in caring for your loved ones. Mellie lets you seamlessly coordinate care with family and caregivers to ensure your loved ones are getting the compassionate attention they deserve.
Mellie is a three-fold solution for navigating the complexity of caregiving. Mellie provides a personalized care plan, curated resources to meet the care plan goals, and a care coordinator to support you with navigating the elder care system. Choosing Mellie will save you time, reduce stress, and improve quality of life for you and your loved one. With the Mellie mobile app, you will have everything in one place.
How does Mellie work?
Complete a short initial questionnaire to provide information about yourself and the person you are caring for. Once completed, you will have the opportunity to schedule an appointment with a care coordinator in order for Mellie to develop a customized care plan for you and other involved caregivers. Download the Mellie app and create an account to access your care plan, calendar, and communication tools. Additionally, your care coordinator will be available to you for ongoing consultation and support.
What can Mellie help me with?
Mellie provides assistance and support across all areas of elder care - medical (medication, insurance, assistive technology, etc...), in-home care, mental health support both for the caregiver and the care recipient, life-planning (financial and legal) and more. Mellie will provide you with the resources, information and solutions you need to ensure that your loved one has the best possible care.
Who is Mellie designed to help?
Mellie was formed with a singular mission to enable family caregivers to provide high quality care to their loved ones. It’s designed to ease the load around caregiving tasks and to give you more time to be with your loved one.
Who can utilize Mellie?
Mellie’s solution can be accessed by individuals who need support with caregiving or as an employee benefit for those facing caregiving challenges.
What countries does Mellie service?
Mellie’s full solution is crafted to serve care recipients who live in the United States. If your loved one is outside the US we do provide a lighter level of service to help navigate care, but we do not curate local resources outside of the US at this time.
Where is Mellie available?
Mellie is a virtual service provided by a Care Team and currently available in the United States.
How does it work if my employer pays for Mellie?
If your employer pays for Mellie, please reach out to your Human Resources representative or email us. The process for initiating services may vary depending on your employer.
The Mellie Care Team
What will my Mellie Care Coordinator do for me?
Care coordinators work with you to develop a customized care plan to meet the specific needs of you and your loved one, as well as identify additional areas that may be of support. Care coordinators provide you with relevant information and connect you with national, state and local resources. Care coordinators also assist with improving communication among your care team and provide ongoing guidance and support as you navigate through your care plan.
What is the background of my Mellie Care Coordinator?
All care coordinators have a background in social work or healthcare and a wealth of experience working in diverse elder care settings such as skilled nursing, senior living, social services, dementia care, and other healthcare programs.
How quickly can my Care Coordinator get things done?
Mellie care coordinators will work as quickly as possible to ensure that you receive the support you need. However, Mellie cannot put a time measurement on when tasks will be accomplished since each situation is unique.
Can I stay with the same Care Coordinator over time?
Yes, if you like your care coordinator and want to continue working with them, Mellie will make every effort to ensure that your preferred coordinator continues working with you.
Can I speak with someone 24/7?
Mellie does not offer 24/7 services. Inquiries made outside of business hours will be answered as soon as possible. If you are experiencing a medical emergency, please call 911 or 988 for emotional distress.
Do Mellie Care Coordinators provide in-person visits?
Mellie is a virtual service supported by a team of care coordinators, who are available via email, phone and video conferencing. Care coordinators are not able to conduct in-person visits but as a component of your care plan, they can identify geriatric care managers who provide in-person visits.
How will I be billed?
As a company, you can be billed through a monthly invoice. As an individual client, you can pay through credit card or monthly automatic ACH.
Who can I speak with if there's a problem with my account?
Contact Mellie directly at 415-839-9139 or send us a message at email@example.com
Can I cancel anytime?
Terms vary for different customers. If you'd like to end your Mellie service, please reach out to us at firstname.lastname@example.org
Privacy and Security
How do you protect my private information?
What type of encryption do you use?
Mellie uses a 256-bit encryption, which is the same level used by credit card companies, banks and other healthcare companies. All traffic is HTTPS enforced to make sure data is encrypted end to end and is protected against man-in-the-middle attacks.
Who sees my personal information?
Only you and the Mellie Care Team have access to your private information. If you request that Mellie share information with family members, caregivers, healthcare providers or others, Mellie will ask that you to sign a consent to release information and specify what can be shared.
Do you store any of my payment information?
No, Mellie does not store any of your payment information.
Can I control access to different parts of my Care Plan?
Yes. We have different roles that can be assigned to every care team member of a care recipient. These roles define what each person can view, create and edit. For example, a friend that helps with transportation will only have access to transportation tasks.
How do I responsibly report a security concern?
We take security very seriously at Mellie. All interactions with Mellie through a browser or app are secured via encrypted communication protocols / HTTPS. If you see suspicious activity surrounding your account or have reason to believe that your account has been compromised, please send an email detailing the incident to email@example.com.