Overview:
All sessions with Modern Health members must be scheduled in advance via the provider dashboard. Per this requirement, you will no longer be able to submit any invoices for sessions that have not been booked ahead of the scheduled date and time.
While we are excited to offer these new capabilities, we understand that there are a few limitations with the scheduling feature. We have compiled some common scenarios below along with best practices that we recommend to help support a smooth experience for yourself and your Modern Health clients.
The time I would like to schedule for is not supported by the scheduling feature.
Currently, our Dashboard supports scheduling on top of the hour (:00), quarter hour (:15 and :45) or on the half hour (:30) marks. If you offer sessions on any other increment of time, we suggest that you book the session on the interval that is closest to the session start time but let your client know the actual start time so they can know when to join the session.
Please note that members receive automated emails once a session is booked, and another one 4 hours prior to the session to remind them of the session date and time. It is important to remind your client that these emails may reflect an inaccurate session start time.
I meet on a different telehealth platform with my client and do not use the Modern Health Zoom.
At this time, we are not requiring that you use Modern Health’s HIPAA-compliant Zoom if you do not have a calendar connected. However, the session confirmation and reminder emails will still include a link to the Modern Health Zoom, so please be sure to communicate the appropriate meeting place (i.e. telehealth link) to your clients.
Why is it required that I must schedule in advance?
We have chosen to implement this requirement to ensure that members have a seamless experience and are able to meet through the Modern Health platform regardless of if their provider has chosen to connect a calendar to our platform. This also ensures that internally we have visibility into upcoming sessions to better allow our Tech Team to support with any troubleshooting when needed. Importantly, for members whose employer offers a Health Plan Integration, having sessions scheduled in advance enables them to verify their insurance and payment information ahead of overage sessions to avoid any unexpected costs.
What do I do if I forgot to schedule the session?
If you have forgotten to schedule the session, you will need to reach out to provider@joinmodernhealth.com to have the team manually schedule the session for you. The information the team will need to process these requests are:
- Member's initials
- Member's employer
- Session date
- Session time - with your time zone (i.e. EST, PST, MST, CST, etc.)
- Individual or couples session
Instructions on how to schedule a session are below: