This article outlines steps on processing member requests to change their Vida Medical Provider.If you have a member call in and request a spanish speaking VMP please direct them to reach out to their VMP in the app for translation services. 

For program switch requests, please refer to this KB article.

1: Accessing the Member Profile

1. Verify the Account: Ensure you have completed the standard identity verification.

2. Search: Locate the member in the Health Guide Platform (HGP) using their name or email address.

3. Initiate Switch: Select the Switch Provider button within the member's profile.

 2: Selecting a New Provider

1. Discuss Options: Advise the member of available providers. Highlight provider descriptions and current availability to help them choose. Please let the member know that if VMP is switched due to medication denial they will not be able to schedule prior to two weeks from their previous appointment. 

2. Selection: Select the member’s preferred provider (or the one with the soonest availability).

3. Confirm: Click Continue, then Confirm.

4. Validate: Refresh the HGP to ensure the new provider assignment is visible on the dashboard.

 3: Member Support & Closing

1. Offer Scheduling: Ask the member if they would like help scheduling a session immediately or if they need a walkthrough on how to schedule via the app.

2. Internal Documentation: Return to Zendesk and leave an Internal Note detailing the provider switch and the specific reason for the change.

3. Follow-up: Send the member the Inbound Call Follow-up After Completion macro.

 4: Ticket Categorization

To close the request, apply the following ticket fields:

•  Environment: Admin

• Function: Teams

• Teams Issue: Change Coach

• Ticket Type: Support Ticket

• Status: Submit as Solved