Best practices for handling member no-shows and late cancellations

Providers should confirm with members via Messages and email if they’re running late, allowing a 10-minute grace period before marking as a no-show, which deducts a session from the member. For technical issues, direct members to Member Support ([e-mail]). Providers can waive late/no-show penalties at their discretion by cancelling sessions. After the session time lapses, contact Provider Support to cancel. Remind members of cancellation timeframes to avoid penalties.
 

 

1. Always check with the member via Messages and email to confirm if they're running late.

Please note that a no-show will deduct the session from the member's count.

We ask that our providers always give members a 10-minute grace period after the session start time before exiting and considering it a no-show.

2. What to do when the member and/or provider face technical issues that result in an incomplete session.
If a member reaches out suggesting that there has been a technical difficulty while joining the call, please have the member contact our Member Support team via [e-mail] so that the potential bug can be investigated. This is fundamental so we can track the behavior on the platform.

 

3. What if the member notifies me within the late cancellation period that they are unable to attend our session time due to a medical emergency?
Please keep in mind that our members are aware of Modern Health's late cancellation and no-show policy. Members are not generally able to have a session credited back due to a late cancellation or no-show. We encourage you to remind them of the timeframe of when a session can be canceled without penalty.  

If a member reaches out suggesting that there has been a medical emergency, please route them to the Member Support team via [e-mail]. As their provider, however, you are certainly more than welcome to be flexible and waive the invoice submission for the late cancellation or no-show by marking the session as cancelled. Doing so is entirely up to your discretion, if and when you deem it appropriate.

If you are willing to mark it as a regular cancellation, make sure that you be the one to hit cancel session on your Dashboard, so that our system can free up the session count that is put 'on hold' with the booking, making it available in the member's remaining balance to be used at a later time.

If the session time has lapsed, you will no longer see the cancel session button on the Dashboard. In this case, please reach out to Provider Support via [e-mail] sharing the session details (i.e., the client's initials, the name of their employer, and the date and time of the session) so we can mark the session as cancelled on your behalf.