What are Pending Appointments?

A Pending Appointment is a session scheduled by a care navigator on the behalf of a new client. This session remains "pending" until the client completes a few required actions, or is automatically canceled if the required action items are not completed within 24 hours.

Client Required Actions

After a pending appointment has been scheduled, the client must:

• Complete Intake: This includes taking a brief mental health survey, adding an emergency contact, and adding a credit card to cover late cancellations or no-show fees (if not covered by a sponsor).
• Accept Provider Policies: The client must read and agree to their new provider's late cancellation and no-show policy. 

Viewing Pending Appointments

Pending appointments appear on your schedule with a "clock" icon in the top right corner.

You can find more details when clicking on the session.

Automatic Appointment Cancellation

If the client does not complete the required steps within 24 hours of scheduling, their appointment will be automatically canceled.

FAQs

• Will I be notified when a pending appointment is scheduled?
  No. You will not be notified when the pending appointment is scheduled by email or text, but it will appear on your calendar. You will be notified by email after the client completes the necessary intake steps, and the appointment is confirmed. This will be no later than 24 hours before the scheduled appointment, so you will always have at least 24 hours notice of any confirmed appointments that are scheduled.
• Can I cancel or reschedule a pending appointment?
  Yes. You can choose to cancel or reschedule a pending appointment by following the same process as a confirmed appointment.
• Can I message the pending client?
  No. Clients will not be able to see messages until they complete intake.
• Will all sessions scheduled by a care navigator be pending?
  No. Only the client's first session with a new provider would be pending. For all additional appointments, the session would be confirmed immediately since the client would have already completed intake and policy acceptance.
• How much do I get paid for these sessions?
  All clients scheduled by care navigators are Tava Referrals, so sessions will pay out at the Tava Referral rate.
• Can I opt-out?
  You cannot opt-out of pending appointments. But you will need to have Tava Referrals toggled "on" in order to be an option for care navigator's to schedule with. If you do not have Tava Referrals turned on, you will not receive referral clients that may appear as pending appointments.

• How far in advance can care navigators schedule an appointment?
  Care navigators can only schedule client sessions that are at least 48 hours in advance for new providers. After that, additional sessions can be scheduled with as little as 12 hours' notice for existing clients.

   

Client Communication

Email 1: Account Creation

After a care navigator creates a new client profile, the client receives an email from client-support@tavahealth.com with a link to login and complete their profile. Alternatively, the client can complete their account registration by navigating to: care.tavahealth.com/login and resetting their password.

Email 2: Pending Appointment Confirmation

After a care navigator books a session for a new client, the client receives a confirmation email from client-support@tavahealth.com with instructions on steps that must be completed within 24 hours. These steps include:

• Complete client intake. For some clients, they may be required to add a credit card or debit card to cover potential no-show and cancellation fees. Their card will not be charged. This is used only if the client misses a session, or cancels their session within 24 hours of the appointment start-time.
• Accepting their provider's policies. The client must accept their provider's policy regarding no-show and late cancellations.

If a client has more than one provider, they must accept the policy for each provider on their care team.

Email 3: Pending Appointment Reminder

After 22 hours, if the client has not accepted their provider's policies and completed the intake steps, they will receive a reminder email.