How to Reschedule/Cancel Sessions for Members in the Health Guide Platform (HGP)

Members are allowed to reschedule or cancel their upcoming consultation in the app if it's more than 24 hours in advance only. If their appointment is within 24 hours, they're advised to reach out to support for assistance. Please follow these steps to manage a member's reschedule/cancellation request if it is within 24 hours.

IMPORTANT NOTE: If the appointment is occurring within 12 hours, please call the member to ensure timely support for their request.

First, add a note in the HGP that states “consult cancellation request received, waiting for account verification and/or cancellation confirmation”. This allows the coach to be aware and prepared for possible changes.

To add notes to HGP, enter the member’s email in the search bar, click into their account, hover over “Actions” and click “Edit Account,” type the note in the “Notes” box on the top right side, click “Submit this note.”

Confirm they are unable to make their scheduled session

Before proceeding with their request, you'll first want to try and convince the member to keep their session.

Please exercise discretion when attempting to convince the member to keep their session. Some reasons will be incontestable (e.g. death in the family or sick). A good rule of thumb is if they didn't provide a reason, then convince member to keep their session.

Use the macro: Confirm consult reschedule/cancellation request 

We understand there may be times when unforeseen events cause you to miss your scheduled session. However, this time has been reserved specifically so that your health expert could meet with you so we typically do not support cancellations that occur within 24 hours of the appointment time. If it is absolutely necessary, I can request an exception be made to reschedule this appointment. Please keep in mind that missing scheduled sessions prevents our health experts from providing the best possible care to you and other members. Are you sure you would like to proceed in canceling or rescheduling this upcoming appointment?

If confirmed, reschedule or cancel the consult using the Health Guide (HG) Platform

Open the HG Platform and search for the member using their Vida account email. Click to open the member’s profile page.

Canceling the consult

Under the Consults section, refer to the Next Consultation scheduled. On the right side, click the 3 dots and select cancel.

Send member the Customer Support :: Consult Cancellation/Reschedule Confirmation macro.

Rescheduling the consult

If rescheduling on our side, after canceling the consult, click schedule under the member’s provider to open the calendar.

Select the desired date and time, then click Book appointment.

Add a Final Note to HGP, letting the coach know the outcome

• Too add a note to HGP:
  • Click "Actions" on the top right corner
  • Click "Edit Account"
  • Add note to "Notes" section
    
  • Click "Submit this note"
    

Include notes in one of the following formats:

• “Consult canceled/rescheduled to date (##/##/##) time (##:## am/pm) per member request”
  OR
• “The Member will keep the scheduled consult for the originally scheduled date and time.”

Rescheduling Initial (30 min) VMP Prescriber session

1. Access the member’s profile on Health Guide Platform
2. Make sure the member is in the “Advanced Medical Service” Program
   
3. Verify the session is with a Prescriber (VMP)
4. Verify the session is for 30 min (1st session w/ VMPs are always 30 min long)
   
5. To check if there are any sessions available sooner w/ another provider, click “Switch Provider”

   • Note: the provider will not change until you click “continue” after selecting the new provider, so you can click here to check even if the member is not sure if they want to switch yet.
     

6. Verify available times under “Next opening” for all listed providers
   
7. Schedule the preferred session IMMEDIATELY to ensure member gets the preferred session slot
   

Responding to the member + Ticket Tags

Use the macro Consult Cancellation/Reschedule Confirmation to respond to the member.

Note: Adjust the macro accordingly depending on where you assisted with cancellation or rescheduling.

Thank you for letting us know about your need to cancel your appointment. Since you're unable to attend the session at the time you scheduled, we have cancelled it on our end and notified your coach. If you would like to reschedule, please review this support article for further instructions:

• How to schedule a session

Let us know if there's anything else we can assist with, we're happy to help. Have a wonderful day!

Ticket Tags

Consult date in question - Enter date of consult the member wants to cancel or reschedule.

Consult time in question - Enter time of that consult the member wants to cancel or reschedule.

Consult scheduling outcome:

• Consult Rescheduled - the consult was rescheduled
• Consult Canceled/no reschedule - the consult was canceled and not rescheduled.
• Original appointment kept - the member decided to keep the original consult appointment.
• Request not processed - the member did not verify their account nor provided sufficient information to process the request.