Summary

These requests can be framed as follows:

“I’d like to add therapy to my app.”
“I want to focus on a different health goal. Can you switch me out of therapy?”

“How do I enroll in the therapy program?”

Environment

Zendesk

Resolution Process

For program changes related to therapy, please instruct members to make their requests through their coach.

Use macro: Members requesting to add/change to Therapy

Thank you for contacting Vida Health!

For requests related to therapy, please reach out to your coach within the Vida App. Your coach will be happy to assist in setting you up.

Please let me know if you have any additional questions and have a nice day!

If members specify that they don't want to submit their request through their coach, please escalate the ticket to the Internal Team.

*Internal Team Only*

• If the member does not want to submit their program change through their Therapist, then we would need to follow up with the QA team.
• Send a slack side-conversation to #qa-cs-therapy-support with the following information:
  • Brief summary of the issue
  • Team Code
  • State the member lives in
  • Link to the ZD ticket
• From there, the QA team will let us know of next steps. 

Additional Context

We cannot make therapy changes on our side. The Care Navigator team and clinical operations team will need to handle these requests.