Please prioritize timely attendance and clear communication about your sessions. If you’ll be late or need to cancel, contact members immediately and let our team know at provider@joinmodernhealth.com. Avoid last-minute cancellations; if you cancel within 24 hours, members aren’t charged and you won’t be paid. Schedule ample transition time between sessions, and reschedule sessions with at least 24 hours’ notice when possible to ensure an excellent member experience.
Thank you for your ongoing work and dedication to Modern Health members. Your presence and skills are an integral part of Modern Health’s offerings. It’s with this in mind that we want to remind you about the importance of being on time and communicative regarding scheduled sessions.
We understand that life happens, and you may be running late or even need to cancel a session from time to time. We want to be as flexible as we can with your varied schedules while still keeping the member experience in the forefront. If you feel your Modern Health schedule is not manageable, or if you need support in any way please reach out to provider@joinmodernhealth.com so we can assist you.
Best Practices
- Reach out to the member immediately and notify them of any changes. You can email them AND chat them (if they have the app). Clear and timely communication with members is critical. Default to over communicating when there is a change in expectations.
- Set yourself up for success by scheduling enough transition time between sessions. Over-scheduling and running late to sessions can lead to a less than ideal member experience.
- Notify provider@joinmodernhealth.com if you ran late or missed a session (this should rarely happen). You do not need to notify the Ops team if you successfully contacted a member and rescheduled a session.
Here is a reminder about our current policy on missed sessions:
- If you, as a provider, cancel a session within a 24-hour period then the member will not be charged for the session and you will not be paid for the session. You will need to make up the session with the member.
- Do your best to reschedule a session with ample notice. At a minimum this means rescheduling with at least 24 hours notice. If you successfully reschedule a session then you don’t have to notify Modern Health.
- If you are running late for a session, or are trying to join a session and are having technical issues, please communicate with the member immediately to remedy the situation, and then notify provider@joinmodernhealth.com after the session. This will help us respond if and when a member reports the issue.
- If you are going on vacation please follow these steps before going offline.
- To review your connected calendars and make sure you are seeing your Modern Health sessions, please review this help article.