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Step 1: Determine if the Member has the Required Technology

Most members meet Breakthrough’s technology requirements before they begin treatment and any software upgrades they may need are relatively simple. A quality session requires:

  • Broadband service at the member’s location is required. Dial up, satellite or 3G services are not acceptable. If the member does not have Internet service, inquire if there is a location with Internet access where the member can have a confidential, private session (e.g., a library, friend’s house, PCP office, etc.). If not, the member will not be able to use Breakthrough.

  • A webcam to optimize the view of the provider and member regarding picture size and eye-contact and a built-in or external microphone. If the member does not have a webcam or a computer with a built-in or external microphone, the member or you may contact Breakthrough at 888-282-2522 to request one. Breakthrough will mail a webcam with an embedded microphone to the member at no expense once a session has been scheduled with a Breakthrough provider.

  • Operating systems: Windows XP or later; Mac OSX 10.5 or later.

  • A desktop or laptop computer with at least 4 GB of memory. Breakthrough is not currently available on an iPad or smartphone.


Step 2: Assist a Member in Registering on Breakthrough’s Site and Creating an Account

  1. Direct the member to www.breakthrough.com.

  2. Instruct the member to click “Sign Up” in the top right corner. The member will be asked to enter their contact and insurance information.

  3. Client will receive a confirmation email. Instruct them to click the link in this email to confirm their account. 

Step 3: Assist a Member in Selecting a Provider

  1. Direct the member to www.breakthrough.com.

  2. Search available providers based on provider type, location, insurance and specialty. Be sure to enter the state of residence of the member so the member is directed to Breakthrough’s network in that state.

  3. Member selects a provider and can send a message to the provider to learn more about the provider’s availability or to further assess if the provider is suitable to meet the member’s needs or request an appointment.
Providers in CA   Providers in DC   Providers in MD   Providers in VA

Providers usually respond to a message or appointment request within 24 hours.

If you are asked to conduct a provider search for a member who is in a remote location, you can copy the URL in the address bar at the top of the provider’s “Profile Page”, paste the URL into an email and send the member the search results.


Step 4: Connect the Member to Breakthrough for Further Assistance

  • Provide the member with Breakthrough’s toll free number: 888-282-2522, 8:00am – 11:00pm EST; or

Members should always be informed to call 888-282-2522 at any point in the process to receive personalized assistance.

If you would like to directly connect us to a member, please email their contact information to us via your secure email system. You can also use network@breakthrough.com for submitting questions or tech support issues.