Does every employee get one, or only high-risk cases?

Every employee. Navigation isn't a premium tier reserved for people already in crisis — it's the mechanism that gets people into care in the first place. The employees who most need support are usually the least likely to seek it out, which is precisely why the human is assigned by default rather than on request.

Does the Navigator handle coaching as well as therapy?

Yes. Navigators are trained across clinical and coaching pathways, so they can route confidently between the two rather than defaulting to therapy. They coordinate therapist and ICF-certified coach around one shared care plan, and they can widen, narrow or step down that plan as the employee's needs change.

Can the Navigator see clinical session notes?

Navigators see what they need to coordinate care — assessment scores, care plan status, engagement and alerts. Detailed clinical session content stays within the treating relationship. Access is role-based and audited, so coordination never becomes surveillance.

What does the employer see about the navigation function?

Aggregated, anonymised reporting in Refill Insights™ — engagement and reach, outcome trends, and how the programme is performing overall. Never a name, never a record, never an individual's care plan. An employer can see the function is working without seeing who is using it.

Can an employee change their Care Navigator?

Yes, on request and without needing to justify it. Fit matters in a relationship this personal, and a reassignment carries the employee's full context with them — nobody has to start over or repeat their story.

The difference between software and care.

A directory of therapists is software. A dedicated human who coordinates your care from day one is healthcare. Every employee gets a dedicated Care Navigator — across self-care, coaching and clinical therapy alike.

Meet the Navigators See how it works

The routing failure

How standard platforms route employees.

No context. No continuity. No follow-up. Employees are handed a number and expected to navigate everything alone.

Traditional EAP journey

Employee dials an anonymous call centre.

Repeats their story to a triage agent who won't be involved again.

Given a list of providers and left to work out who is available.

Has a session. Drops out. Nobody follows up.

Long waits for a provider responseMost never book at allDrop-off after the first session

Guided care journey

Recommended

A single point of contact is assigned immediately — a named Care Navigator.

Context travels with the employee. No repeating the story to anyone.

Matched to a therapist, a coach, or both — with self-care available from day one.

Proactive outreach if scores worsen or sessions are missed.

Under 5 min digital intakeUnder 24 hr first-session schedulingCrisis cases cannot self-close

What a Care Navigator actually does

Six jobs. One relationship.

Care Navigators are clinically trained professionals whose entire focus is removing friction from an employee's journey to better health — across every layer of care, not just therapy.

Interpret the assessment

Turn a clinical score into plain language and a clear next step — no anxious waiting on a number nobody explained.

Confirm the right layer

Review the match and confirm self-care, coaching, therapy — or a combination. The engine recommends; the Navigator can override.

Get them to session one

Book the first appointment and ease the hesitation that stops most people between intent and attendance.

Track progress between sessions

Monitor scores and engagement, and re-engage the people who quietly drift away before they disappear entirely.

Coordinate the care team

Keep therapist and coach working from one shared view of the same care plan — so neither is working blind to the other.

Escalate a crisis

Take ownership under the documented crisis protocol and hold the case until clinical leadership signs off on resolution.

Interpret the assessment

Turn a clinical score into plain language and a clear next step — no anxious waiting on a number nobody explained.

Confirm the right layer

Review the match and confirm self-care, coaching, therapy — or a combination. The engine recommends; the Navigator can override.

Get them to session one

Book the first appointment and ease the hesitation that stops most people between intent and attendance.

Track progress between sessions

Monitor scores and engagement, and re-engage the people who quietly drift away before they disappear entirely.

Coordinate the care team

Keep therapist and coach working from one shared view of the same care plan — so neither is working blind to the other.

Escalate a crisis

Take ownership under the documented crisis protocol and hold the case until clinical leadership signs off on resolution.

Interpret the assessment

Turn a clinical score into plain language and a clear next step — no anxious waiting on a number nobody explained.

Confirm the right layer

Review the match and confirm self-care, coaching, therapy — or a combination. The engine recommends; the Navigator can override.

Get them to session one

Book the first appointment and ease the hesitation that stops most people between intent and attendance.

Track progress between sessions

Monitor scores and engagement, and re-engage the people who quietly drift away before they disappear entirely.

Coordinate the care team

Keep therapist and coach working from one shared view of the same care plan — so neither is working blind to the other.

Escalate a crisis

Take ownership under the documented crisis protocol and hold the case until clinical leadership signs off on resolution.

One human, three layers of care.

The Navigator doesn't hand an employee to therapy and walk away. They route across self-care tools and micro-learning, ICF-certified coaching, and clinical therapy — adding, widening or stepping down the plan as the person changes.

How the Navigator knows

They don't wait to be contacted.

A Navigator managing hundreds of employees can't rely on memory or goodwill. Refill Foresight™ reads measured signals continuously and routes what matters to the named human responsible.

Refill Navigator™ is the workstation this runs on.

Caseload, alerts, care plans and outreach queues in one view, with every employee visible across every layer of care.

A score crosses a clinical threshold

Real-time alert with the instrument, the score and the threshold breached.

Scores move the wrong way

Deterioration across sessions surfaces before the next appointment.

Someone drifts out of their plan

Missed sessions, no booking after a match, or unanswered check-ins trigger outreach.

Coaching progress stalls

A missed mid-engagement review or flat goal progress reaches the Navigator and the coach.

A crisis-relevant response is recorded

The documented crisis protocol activates immediately — no queue, no triage delay.

How this looks in practice

A timeline of guided care.

A relationship built on proactive support, not reactive intervention. Here's a typical journey for an employee entering the ecosystem.

Day 1

The match

Assessment interpreted, care plan confirmed, clinician introduced. Self-care tools and micro-learning are available from this moment — before any session happens.

Day 3

First session check-in

The Navigator confirms the appointment held and works through any hesitation before it becomes a cancellation.

Day 21

The plan widens

Clinical work continues, and a goal emerges that therapy isn't the right tool for — a leadership transition, a performance concern. An ICF-certified coach joins the plan in parallel. Not an escalation; a second discipline doing different work.

Day 30

Continuous support

Scores reviewed, both practitioners aligned on one shared care plan, and the employee never asked to repeat themselves.

Day 45

Sustained recovery

Improvement holds across measures. The plan steps down toward self-guided maintenance, and the Navigator keeps a light touch — ready if the employee needs to return.

Clinical standards

Navigators are clinicians first.

Routing care requires clinical judgement. That's why every Care Navigator holds an advanced degree in mental health and operates under strict supervision.

Master's degree required

Every Care Navigator holds a Master's degree in psychology or counselling. They understand clinical terminology and presentation.

Trained across both pathways

Navigators are trained in clinical and coaching pathways alike — so they can route confidently between disciplines rather than defaulting to therapy.

Crisis-trained

Trained in administering the C-SSRS and executing documented de-escalation and escalation protocols.

Clinically supervised

The navigation team operates under the direct supervision of Refill Health's clinical leadership — senior RCI-registered psychologists.

FAQ

Common questions about our Employee Assistance Program (EAP)

Everything you need to know about the product, implementation, and pricing.

A triage agent routes you once and disappears. A Care Navigator is a named person who stays with the employee from first assessment to sustained recovery — the same human across every layer of care. They hold a Master's degree in psychology or counselling, work under clinical supervision, and carry the relationship rather than a ticket.

Without a Care Navigator, the platform is software. With one, it's care.

A Care Navigator is what holds it together - and what makes the outcomes real.

Schedule a demo Explore the full platform

They don't wait to be contacted.

A Navigator managing hundreds of employees can't rely on memory or goodwill. Refill Foresight™ reads measured signals continuously and routes what matters to the named human responsible.

Refill Navigator™ is the workstation this runs on.

Caseload, alerts, care plans and outreach queues in one view, with every employee visible across every layer of care.

The difference between software and care.

How standard platforms route employees.

Six jobs. One relationship.

Interpret the assessment

Confirm the right layer

Get them to session one

Track progress between sessions

Coordinate the care team

Escalate a crisis

Interpret the assessment

Confirm the right layer

Get them to session one

Track progress between sessions

Coordinate the care team

Escalate a crisis

Interpret the assessment

Confirm the right layer

Get them to session one

Track progress between sessions

Coordinate the care team

Escalate a crisis

They don't wait to be contacted.

A score crosses a clinical threshold

Scores move the wrong way

Someone drifts out of their plan

Coaching progress stalls

A crisis-relevant response is recorded

A timeline of guided care.

Navigators are clinicians first.

Common questions about our Employee Assistance Program (EAP)

How is a Care Navigator different from a triage agent or case manager?

Does every employee get one, or only high-risk cases?

Does the Navigator handle coaching as well as therapy?

Can the Navigator see clinical session notes?

What does the employer see about the navigation function?

Can an employee change their Care Navigator?

Without a Care Navigator, the platform is software. With one, it's care.

The difference between software and care.

How standard platforms route employees.

Six jobs. One relationship.

Interpret the assessment

Confirm the right layer

Get them to session one

Track progress between sessions

Coordinate the care team

Escalate a crisis

Interpret the assessment

Confirm the right layer

Get them to session one

Track progress between sessions

Coordinate the care team

Escalate a crisis

Interpret the assessment

Confirm the right layer

Get them to session one

Track progress between sessions

Coordinate the care team

Escalate a crisis

They don't wait to be contacted.

A score crosses a clinical threshold

Scores move the wrong way

Someone drifts out of their plan

Coaching progress stalls

A crisis-relevant response is recorded

A timeline of guided care.

Navigators are clinicians first.

Common questions about our Employee Assistance Program (EAP)

How is a Care Navigator different from a triage agent or case manager?

Does every employee get one, or only high-risk cases?

Does the Navigator handle coaching as well as therapy?

Can the Navigator see clinical session notes?

What does the employer see about the navigation function?

Can an employee change their Care Navigator?

Without a Care Navigator, the platform is software. With one, it's care.