Mental Health Coach FAQs

CloudMD is a health and wellness company. Their platform includes teams of experts and technology working together to ensure clients receive personalized care.  CloudMD addresses every aspect of a person’s care. This includes screening and assessment, health and benefits navigation, coordination and delivery of care. As well as behavior change for the adoption of sustainable, healthy habits and optimal management of medical conditions.

Typically, it takes 10 to 15 minutes. Completing the assessment is a required step to book a Coach appointment and receive your personalized wellness plan. 

You’ll book your appointment in the CloudMD platform. As soon as you are done the assessment, an option will pop up to book an appointment. If you choose yes, a calendar function will be available. From there, you’ll be able to schedule a time that works for you.  You can also re-schedule and cancel your appointment online from there.

When you book your appointment, you’ll have the option to choose a phone or video call. Your Mental Health Coach will connect with you at the time you scheduled based on the option you choose. If you choose phone, they’ll  call you at the number you gave when you registered. The number will show as “CloudMDCoach” so be sure to answer. 

The first appointment is around 45- 60 minutes. Follow-up appointments are around 20 - 30 minutes. 

Your Mental Health Coach will talk to you about your assessment results. And work with you to identify 1-2 risk areas you’d like to focus on.  They’ll review your symptoms and interventions that can help your overall mental health.  Together, you’ll  create a personalized action plan that includes short-term goals.  They’ll match your needs to what you have in your benefits plan and other available resources. 

No. A key part of the service is completing the mental health assessment. The assessment does not provide a diagnosis, but will help guide your conversation with your Mental Health Coach. You’ll work together to determine the areas you’d like to focus on. After your appointment, they’ll send you a personalized action plan.  It will match your needs to your benefits and the most appropriate healthcare providers and resources. 

No, the Coach won’t be providing any counseling, treatment or making any diagnosis. They’ll be giving you information to help you manage your well-being. If you are in crisis, contact:

Talk Suicide Canada (1-833-456-4566)911 or the emergency department at your nearest hospital

Therapists are healthcare professionals licensed to provide treatment (therapy). They support individuals with differing challenges. These  include: 

• healing wounds from the past,
• improving interpersonal relations, and
• learning to identify and manage triggers and emotions affectively and appropriately.

Coaches empower and motivate individuals to set goals. They’ll help highlight areas of focus and behaviors that a person would like to change or improve on. Coaches will often focus on the here and now. They’ll work collaboratively to develop steps to achieve both short- and long-term goals.

Your role is coming prepared to your sessions with an open mind and heart. This time is for you. Your Coach will provide you with tools, tricks, and differing coping techniques. Your role will be to put the tools and resources to use between coaching sessions. And then share how they worked with your coach. This will help to adjust your plan or give you additional tools and resources.

It’s up to you. The service includes up to six calls with your Coach. You are encouraged to continue for at least 3-4 calls, Many clients achieve their goals before the 6^th call .  Everyone’s path is different. If you need more intensive treatment, your coach will help you find an optimal provider.

There is no cost to you, you or your dependents for this service.

CloudMD carefully selects the healthcare professionals they work with to ensure they provide Clients with the highest quality care.  This includes:

• physician specialists, 
• psychotherapists, and 
• other healthcare practitioners for our network. 

For physician specialists within the public healthcare system, they review their credentials, including:

• their medical education, 
• training, 
• certification, and 
• ensure they are in good standing with their applicable college.  

They also survey thousands of physicians asking them to identify the leaders within their area of practice.  Their psychotherapists have.

Our psychotherapists have:

• Minimum 5 years experience post graduate degree (For example, M.A., Ph.D.)
• Current membership in good standing with the applicable professional college (For example, CRPO, OPA)
• Current professional liability insurance.

Lumino provider search is an excellent tool for a more general search of mental health practitioners. This includes finding a provider based on your location, price range and member ratings.  While comprehensive, provider search does not include all mental health practitioners available in Canada.   

The Mental Health Coaches recommend specific providers based on your personalized needs based on your assessment results. They also recommend certain providers based on the preferences you’ve shared with them during your call. CloudMD has their own network of practitioners who are fully vetted and have specific areas of expertise. 

The Mental Health Coaches won’t be providing any counseling or treatment. They’ll recommend where to start based on your assessment results, the benefits in your plan and other available resources. 

Yes. Dependents aged 16 and older can use the program. They can access the program through sunlife.ca/mentalhealthcoach. They’ll need to register as a dependent, citing your employer, when they create their account. 

No. Your employer won’t have access to your assessment results or any information you discuss with the Mental Health Coaches. CloudMD will share limited information with Group Benefits at Sun Life, as the benefit provider of your plan.

CloudMD will link this information to a unique number, to protect your privacy. Sun Life Group Benefits and your employer may share aggregate data in order to support and evaluate the program and ensure its continued benefits. Sun Life Group Benefits will not receive details of the assessment or the type of professional services they may refer you to. This approach is consistent with current Sun Life practices.

For questions or help with the CloudMD platform, email CloudMD.  Or call them at 1-866 -315-8482, Monday to Friday, 8:00 a.m. to 8 p.m. ET.

For Sun Life coverage support, visit https://www.sunlife.ca/en/support/ or call the Customer Care Centre at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET.

The Mental Health Coaches are registered healthcare providers, such as nurses or social workers. They all have mental health training and expertise. All of CloudMDs Mental Health Coaching professionals are registered to practice in one or more Canadian jurisdictions.