Why is the HPI Session Auto Cancelling?

Our system will automatically cancel an HPI session if payment information from the member is not received prior to the visit.

If the member books the session, they will have 20 minutes to complete the co-pay after booking before being auto-cancelled.

If you (provider) book the session:

• If the session is scheduled in advance, the member will have 48 hours to complete the co-pay after booking before being auto-cancelled.
• If a session is booked on the day of or less than 48h of advance, the member will have up until 10 minutes before the start of the session to submit payment before the session is auto-cancelled.

Importantly, we request that members verify session cost and submit payment ahead of HPI sessions to avoid any unexpected costs. We kindly ask that if you reschedule a session that has been canceled, you can work with your client to ensure that they have submitted their payment information to Modern Health within 48 hours of the session being reserved.

If additional support is needed with scheduling your HPI sessions, please contact [e-mail].

Additional Resources for HPI related questions:

• How do I schedule a health plan overage session? 

• How do I know if my client is eligible for health plan coverage sessions?