Transitioning to Self-Pay & Managing Consumer Accounts

General Rule for Transitioning Members

As a rule, any member coming from a Paying Organization who decides to continue as a Consumer/self-paying user can continue with the programs that were offered to their affiliated Paying Organization—with the exception of Therapy or Prescribing programs.

How to Guide the Member

Direct members to the How to Continue as a Self-pay Member article in the Help Center.

• Important Note: Members will only be able to switch to a self-pay plan after their paying organization eligibility has fully discontinued and their account status automatically changes to 'cancelled'.

Verifying Account Status

Before assisting a member with a self-pay transition or billing inquiry, always verify their current subscription status in the Admin portal.

Steps to View Account Status:

1. Open Vida Admin from Okta.

2. Click on the Users tab.

3. Scroll down to the Subscription Status section.

4. Review the current status using the legend below:

💵 Self-Pay Billing & Refund Requests

If a member is currently listed as "Active" (Self-Pay) and reaches out to contest a charge or request a refund for their out-of-pocket subscription fees, agents must route this to the proper team for financial review.

How to Process a Refund Request:

• Do not attempt to process the refund or adjust billing directly.

• Escalation Path: Submit a ticket through JIRA to ProdOps.

• Ticket Type: File this as a [System] Service Request.

• Required Info: Ensure you include the member's UUID, the specific charge amount being contested, and the member's reason for the refund request in the description. (Reminder: Keep all PHI in the Zendesk internal notes, not on the JIRA ticket).

  • UUID

  • Specific charge amount

  • Reason for contesting subscription

  • Last Session Date

  • Last message sent to provider