Issue (symptom, problem, or question)
"Do you offer coaching via phone only? I'm not good with technology and prefer consultations via phone call only."
Environment
User App
Resolution
We can accommodate clients from Humana, Centene and Florida Blue only for coaching consults via phone only. However, they must have an email address to sign up and have access to the app or website. During onboarding, the member will need to sign in to their account (via mobile app or website) to accept the terms of use. They should be able to access the app or website for coaching content, lessons, etc. From there, their coach can work with the client and accommodate their request for phone-only consultations.
Before responding to the member:
(1) Verify their paying organization and confirm they're from one of the following paying orgs:
- Humana
- Centene
- Florida Blue
(2) Confirm that they have an email address for their account and access to the mobile app or web app.
Once confirmed, respond to the member (phone or email), mentioning the following bullet points:
- Yes! If you prefer phone calls over video consultations, we can accommodate.
- Please be sure to sign in to your account and accept the terms. All lessons and content for the program can only be accessed in the app or via the website.
- Once completed, your coach will work with you on formatting your consultations to phone-only.
Ticket Tags
Environment: User App
Platform Function: Phone Calling
Symptom Issue: Phone Only Request
Cause (Show your Work)
Some members would prefer to simplify their Vida experience by receiving coaching through phone calls only.
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