Congratulations on taking this journey to a healthier, happier you — and becoming opioid free!

This guide is meant to help you understand everything that is available to you throughout your journey — who your care team will be, what the program entails, how to use the app and everything you will need to know about medication, if you choose to explore medication options.

If you are having any issues, have questions or would like to ask over the phone, please contact Member Support directly at members@pelagohealth.com

Convenient and personalized

Let us work around your schedule. Our program is fully virtual, delivered via a convenient app, meaning you can achieve goals at a pace that works for you.

100% confidential

Get peace-of-mind with a completely anonymous and confidential program. Only you and your personalized care team will know you’re in the program — not your employer.

Cut back or get treatment

Achieve your individual goals with a personalized treatment program (and industry-leading success rates to boot).

Kind to your wallet

Save money by getting the best treatment for your substance use. Whether you’re looking to cut back or stop entirely, our program is free to you and covered by your benefit provider.

Your Healthcare Provider is a qualified Physician or Nurse Practitioner who will help to facilitate the medication portion of the program, if you choose to include this option in your journey. You will meet with them regularly over video to receive ongoing medication support.

Our Counselors provide highly trained guidance and support via in-app video/audio and chat messaging throughout your journey. You will meet with your counselor on a monthly basis for personalized treatment planning, completing at home urine drug screens and any other needs you may have. They will provide support when you need it, facilitate your conversations, help you set goals, and create a plan to stick with.

Our dedicated member support team is available to resolve your needs as they arise. This team can assist in any app issues, prescription questions, and scheduling needs. They are committed to ensuring you receive the best support possible. Our team is available by email or phone. Hours: Monday- Friday 8am - 8pm EST | members@pelagohealth.com |‪ (201) 263-4718

To ensure that you will have access to care at all times, we also offer a complimentary Live Care Hotline, available 24 hours a day, 7 days a week, to all members.

If you find yourself in need of support after hours (8am-5pm EST) please call our Hotline at 1.877.349.7755

Cognitive behavioral therapy (CBT) is one of the most common and best studied forms of therapy. Pelago content is designed with CBT in mind.

The basic principle is always the same: what we think, how we feel and how we behave are all closely connected – and all of these factors have a decisive influence on our well-being.

Not all CBT will use all of these strategies. Pelago members will work with their Counsellors to develop an understanding of the problem and to develop strategies and goals to success.

Medication-Assisted Treatment is the use of prescribed medications, in combination with counseling and behavioral therapy, to aid in an addiction recovery process.

During the first appointment with your Pelago Provider, you will discuss your concerns, as well as your goals. Because every addiction is different, you and your Provider will work together to develop a plan that is right for you.

To begin, your medications will be sent to your local pharmacy in one week amounts. During this time, your Provider will schedule frequent check-in’s to evaluate how the medication is working for you.

Moving forward, you will continue to receive prescriptions at your local pharmacy until your prescribed dosage amount has stabilized. Once it has stabilized, your prescriptions will be shipped directly to your door in a one month supply for the duration of the program.

Suboxone is the the medication used in our program to help aid in opioid use recovery.

Suboxone is a combination of two drugs - buprenorphine and naloxone. These prescriptions work together chemically to decrease the severity of withdrawal symptoms and reduce a person’s dependence on opioids in the long term.

Starting Suboxone at the right time is key for success.

The ideal time to start taking Suboxone is when enough opioids have cleared your body. If you are using heroin and other short acting opioids, it can typically take up to 12– 24 hours to clear your body. If you are using fentanyl or other longer-acting opioids, it can take up to 48+ hours.

While you wait, you may take the comfort medications prescribed by your Provider to lessen the withdrawal symptoms.

All of this information and medication instructions will be provided and determined by your Provider in your initial appointment. Please adhere to their instructions.

Urine Drug Screening (UDS) is a standard tool used for all members that are receiving Medication-Assisted Treatment (MAT) for opioid use disorder.

It involves the collection of urine, either at home or at a Quest Diagnostics facility, to test for the presence of typical substances of abuse.

UDS is state-regulated and is a mandatory program requirement.

The Urine Drug Screening (UDS) cups are used for at-home tests and provided by Pelago. These cups are shipped directly to your home throughout the program, as needed.

Please let your Provider or Counselor know, before your next appointment, if you will need more.

It is extremely important that your cup remain sealed until you are instructed to open it. Your counselor will provide step-by-step instructions for completing the test and will evaluate your results.

At-home tests are be completed at home using the UDS cups shipped directly to your home.

In preparation for an at-home UDS, you should make sure that you are: 1) at home, 2) have good lighting to read results and 3) have your unopened UDS cup present.

It is extremely important that your cup remain sealed until you are instructed to open it. Your counselor will provide step-by-step instructions for completing the test and will evaluate your results.

In some states, an in-person urine drug screening is required due to state regulations. Your provider may also request an in-person UDS to confirm your at-home results, if needed.

If an in-person test is requested, you can expect our Member Support team to coordinate with you to schedule an appointment at your nearest Quest Diagnostic facility and will provide all of the information you will need at the time of your appointment.

These appointments should take no longer than 30 minutes and will be covered by Pelago. Your results will be provided to you when they are available through your personal Quest account.

If you are experiencing any thoughts of self-harm we encourage you to contact the National Suicide Prevention Hotline at 1-800-273-8255, where you will have access to a trained professional to receive immediate support.

If you find yourself in an emergency or urgent care need, we encourage and recommend that you contact your local emergency or crisis department (911).

Your overall health and wellbeing is top priority. If you find yourself in need of additional resources outside of Pelago, our Member Support Team is dedicated in helping you find those resources, either virtually or in-person in your local area.

Some examples of these resources can include things such as mental health support, financial + career support or basic needs (housing, food, etc). Please let your Counselor know or email us directly at members@pelagohealth.com.

Your experience and feedback is very important to us. If issues or concerns arrive, you can speak directly to your Counselor.

However, if you are not comfortable discussing this with your Counselor and you’d like to reach the management team directly, please use this ONLINE FORM.

Your Member Account is your medical record while you are receiving care. Please ensure that your contact information is always current and up to date to ensure your prescriptions and/or program supplies are sent to the correct address.

If your information and mailing address changes, please let your Counsellor know or send an email to members@pelagohealth.com

To request any medical or appointment records, please email our Member Support Team directly at members@pelagohealth.com

In order to release any records, members are will be required to electronically sign a Release of Information form documenting a consented release.

To delete your account and be removed from Pelago Services, please email the Member Support Team directly at members@pelagohealth.com

Note: Even if you cancel and remain an employee with a participating employer, you will continue to have free access to our services and can re-enroll at any time.

The Pelago App replaces traditional telephone coaching programs with a technology-enabled digital clinic designed to help members access evidence-based care wherever they are.

Engage in mobile content, keep in touch with your care team and personalize tracking — all at your finger tips.

On your Smart Phone, navigate to the App Store or Google Play Store and type in the search bar 'Pelago.'

Select the Pelago app (shown below) and tap to install/download to your phone. If you are on your smartphone, you can tap the direct links below:

Apple Download

Google Download

Once you've download the app to your phone, tap to open. A log in screen will pop up.

Log in using the same email and password you used and created in the registration flow.

In the Log In screen of the app, enter the exact email you've registered with. Skip the password box and tap the link below that says: "Forgotten Password?"

Verify the email that is registered to your account and tap "Continue."

You will receive an email with a verification code. Check your email and put in the verification code along with a new password. Tap 'Reset Password' and you can now log in with your new credentials. (Note: the email may go to your spam folder)

Your Home Screen will contain a few elements, depending where you are in your journey. In the home screen, you will find:

In the Home screen, all appointments can be seen by tapping the calendar icon on the top right hand of the screen.

On the day of your appointment, it will appear in your Home screen under "Today's Priority."

At the time of your appointment, you will receive an audio or video call to your phone from your Provider/Counselor. Tap the green button to answer.

Before you first appointment:

You will need to ensure that the Pelago app has permission to access your camera and microphone for your televisits.

Enabling Notifications is a vital tool when using the Pelago app.

When notifications are enabled, you will be notified when a Counselor sends you a chat, when your appointments are coming up (1 hour and 10mins before), as well as a reminder for your daily-check in to provide insights of your journey.

To enable notifications, navigate to your phone "Settings" and "Notifications" to customize and turn them on for the Pelago app.

The 'Counselor' tab in the app is where you will access the chat function.

This is where you can send a message and communicate with your Counselor if you have any questions, concerns, need to reschedule an appointment, etc.

Or, if you are looking for general support and encouragement, do not hesitate to reach out.

Medication-Assisted Treatment is optional and will be included based on the program that you register for.

In the 'Medication' tab, you will find information on who our Health Practitioners are, education on the specific medication designated for your program, as well as which medication is prescribed to you, after meeting with a Provider.

The Insights Tab is a goal setting tool and visual reminder of your journey overtime.

Your daily check-in's, which come from answering the question "Did you take unprescribed opioids yesterday?" all contribute towards this data so that you are able to view how you are progressing on a daily and monthly basis.

These insights can even shed light on possible patterns and trends that you can discuss with your Counsellor to work through.

Keep in mind: it is normal for a journey to have uphills and downhills. Honest data is the best data.

Packs - Packs are short sessions focused on CBT. Go through this content at your own pace and revisit whenever needed.

When craving - When craving are listening and breathing exercises to utilize at any given moment when you need motivation, are feeling stressed, etc.

To locate your Profile Details and Settings, tap on the 👤 icon on the top right hand of your Home Screen.

For any additional assistance, email members@pelagohealth.com