If the Back-Up Care Program is unable to provide you with the care it typically covers, you may be offered out-of-network reimbursement of $100 per day to offset the cost of care you source on your own. Each reimbursement day counts as a back-up care day. Out-of-network reimbursement is not offered retroactively and applies only to care provided by someone outside your household.
Frequently Asked Questions
I’m concerned I won’t have enough time to find care on my own if Bright Horizons tells me it cannot fill my reservation. What can I do?
If you make your reservation via the Back-Up Care Program website or app, in the “Special Instructions” feature you may include a deadline for care availability notification and, thereby, give yourself adequate time to make other arrangements if necessary. For instance, you might say, “Please let me know whether you can fill my care request no later than 48 hours before the care start time.” If you make your reservation by phone, give the care consultant your deadline.
If, during the back-up care reservation process, I select or accept the option to use in-home care, how do I request an in-home caregiver who is vaccinated against COVID-19?
New instructions (effective May 11, 2023): Each time you make an in-home care reservation on the Back-Up Care Program website or mobile app, type in your COVID-vaccinated caregiver requirement in the Provider Preferences “Special Instructions” section. This specification will be visible to the in-home care agency when it receives the care request. Bright Horizons has communicated to its contracted agencies that, in such cases, they should decline a care request if the reservation cannot be staffed with a vaccinated individual. Also, Bright Horizons has instructed the in-home care agencies, as a best practice, to set up a welcome call with the family within one day of staffing confirmation. If you make a reservation by phone (877-BH-Cares), tell the care consultant you require an in-home caregiver who’s vaccinated against COVID.
What happens if Bright Horizons informs me it is unable to fill my request for a vaccinated in-home caregiver?
Assuming Bright Horizons is unable to provide alternative care, Bright Horizons will offer you the $100/day out-of-network reimbursement to help offset the cost of sourcing care on your own. Please note each reimbursement day counts as a back-up care day. Reimbursement is not offered retroactively and applies only to care provided by someone outside your household.
What can I do if the confirmed in-home caregiver is not vaccinated despite my request?
If Bright Horizons is unable to provide another caregiver who’s suitable or there is not enough time for Bright Horizons to find a suitable caregiver, you may cancel the reservation and request the out-of-network reimbursement. Once again, each reimbursement day counts as a back-up care day. Reimbursement is not offered retroactively and applies only to care provided by someone outside your household.
