General FAQ

Does CX notify patients about late cancellation and no show fees before the patient is charged?

We do not notify patients prior to a charge to their card for late cancel or no shows. The card on file is charged and they are sent the paid invoice via email through Healthie letting them know the reason for the charge. All patients are informed a number of times via our intake paperwork, confirmation email, and possibly verbally if they spoke with us about our Late Cancel/No Show policy.

Does CX reach out to patient when resubmitting claims if insurance doesn't pay at first?

No, we do not reach out to the patient if the claim is denied the first time. Our billing vendor evaluates the claim and then decides if there is a possibility of getting the claim paid using other CPT and/or diagnosis codes. If that is the case, the claim is resubmitted and hopefully paid. If it is determined that nothing further can be done, we notify the patient that their claim(s) was denied/applied to deductible. If the claim is resubmitted and claim comes back unpaid a second time, then we notify the patient.

Does CX call the insurance company to know about coverage or do they give the patient codes so they can call the insurance company?

Admin members do not verify benefits. We do verify that the insurance policy is active. Insurance companies view registered dietitians differently than doctors or mental health providers. Since we are a small portion of the medical community, insurance providers do not provide easy access to benefits. If a patient wants to know their exact benefits, we do give them a CPT Code and a diagnosis code (based on the information they provide to us, not verified by an MD), and suggest they call the number on the back of the card and find out if they have benefits for MNT, if they have a copay and/or deductible. An important caveat to this is that insurance company representatives try to give accurate information, this is not always the exact moment of truth. It is possible to call an insurance company three times, speak to three reps and get three different answers. We always let patients know that the exact "moment of truth" is what is on the EOB (Explanation of Benefits) which we receive after the claim is processed.

If a patient’s insurance doesn’t cover sessions with a dietitian will the patient be financially responsible for all previous sessions?

We will not charge patients for past sessions if their insurance claims are denied. Legally, they will still be responsible for copays and deductibles, but if these costs are high we will work with the patient on payment options.

If I need to fax an outside provider something besides my session note who should I contact?

• Send your fax request to support@usenourish.com following the template below:

  • Subject Line “Please Fax”

  • The name of the client

  • The name of the receiving party (doctor, therapist, etc)

  • The fax number (if you have it)

  • Is there an ROI for this party in the client's file. If not then the client needs to provide another ROI. We can send that to the client or I can show you how to do it, it's pretty easy.

  • Lastly, what do you want to fax to them or what are you requesting from them.

If there is information missing from the medical record or if I need medical records who should I contact?

First make sure you have a signed a release of information for the provider, if there is not an ROI you will need to ask the patient to sign one.

Use this form to request medical records.

If a patient has questions about a bill for a session or insurance coverage who should they contact?

Our coverage calculator on our website that gives patients an estimate of their out-of-pocket cost per appointment . This is part of a larger effort to bring more transparency to patients regarding how their insurance works with Nourish. That calculator includes all of the information we get back when we run their insurance, which does not currently include visit limits.

If I have questions about my pay who should I contact?

We encourage you to check JustWorks first, you will be able to see a breakdown of your paycheck for the pay period there. If that doesn’t answer your question(s) please reach out to the People Team at people@usenourish.com.

If I have questions about my health insurance or other benefits who should I contact?

We encourage you to check JustWorks first, you will be able to see a breakdown of your benefits there. If that doesn’t answer your question(s) please reach out to the People Team at people@usenourish.com.

Who should I contact if I have a personal or patient emergency?

Please reach out to support@usenourish.com.

Do I have to use my PTO, Sick, or Holiday time on days I am choosing not to see patients?

No, your PTO, Sick, or Holiday pay is yours to use as you see fit. If you would like to take unpaid leave or are choosing to only work a few days a week, that is completely your choice.

If you go on a leave of absence (parental leave, medical leave, etc.), you are welcome to use your PTO balance, but it is at your discretion.

If I am traveling and I would still like to see patients while away from my usual work environment what do I need to do?

You are all set as long as you are in a HIPAA-compliant environment and can conduct sessions with an adequate and stable internet connection.

If I am planning on moving, who do I need to contact, and when?

• If you are moving within the same state, please update your address in JustWorks on the day you take residence at your new home.

• If you are moving out of state, please email support@usenourish.com and people@usenourish.com as soon as you know you are moving to another state with details on which state you’ll be moving to and when, but no later than 1 month before your move. This will ensure that we can verify your ability to maintain the clients you currently have and rebalance your schedule in case you have patients you’ll be unable to see in your new state. It will also ensure there are no interruptions to your pay.

  • On the day you take residence in your new home, please update your address in JustWorks.

How can I check my average patient caseload to ensure I am staying at 15 or higher and keeping my benefits?

You can see your average caseload directly in the provider portal under your metrics.

When and how often is my average patient caseload evaluated to ensure I am meeting the requirements to maintain my benefits?

Your average weekly caseload is evaluated two times a year, in June and December, to ensure you are maintaining an average of at least 15 patients a week. If your average falls below 15 patients a week you may lose benefits until your average caseload is evaluated again.

When my average patient caseload is evaluated will it take into account my PTO/ Sick / Holiday time during the review window?

Yes, we will account for submitted and approved PTO, Sick, and Holiday time when evaluating your average caseload.

Do no-shows and late cancellations count when determining my average patient caseload?

No, your average caseload is based on the number of sessions where a patient was seen plus any PTO, Sick, and Holiday time used.

If I am a new employee how is my average patient caseload determined?

The first 6 weeks of employment, while you are ramping to your desired caseload, will not be factored into your average patient caseload at the time of review. Additionally, if you have been with the company for 3 months or less your average patient caseload will not be evaluated until the next review.

How do I change my status from full-time to part-time OR part-time to full-time?

• To make the switch from full-time to part-time, please reach out to people@usenourish.com with your request. We’ll identify the date you’ll transition and assist you in working with the CX team to transfer any patients needed.

• To make the switch from part-time to full-time, please reach out to people@usenourish.com. You are required to be with Nourish for 6+ months to transition. Performance data as well as the availability of full-time positions will be taken into account. If approved, we’ll work to identify the date you’ll transition and assist you in working with the CX team to increase your weekly caseload.

What meetings are mandatory?

• None!

What are the optional meetings?

• Monthly Meet and Eat where you are randomly assigned a group to meet with and given $15 to expense a meal or coffee — to join please join the #Meet-and-Eat channel

• New Hire Kickoff where new RD's are invited to join the Nourish team at 10am CT on their first Monday to get their Nourish career started! In this meeting, you can ask any questions related to Nourish policies, tech, procedures, scheduling, and more!

• New Hire Clinical Quality Office Hours where Nourish's Clinical Quality team hosts new hire-specific office hours weekly at 4pm CT on Tuesdays. These sessions are specifically designed for new RDs to come, meet a CQM, ask questions about specific cases, learn more about Nourish's Clinical Reference Guides, and get any clinical quality-related advice.

• New Hire Welcome Breakfast where new hires are welcomed to Nourish! You’ll meet dietitians starting around the same time as you, as well as members of our Clinical Quality team who will be there to answer questions and share tips & tricks for getting acquainted with Nourish.

  You are welcome to request reimbursement for a $10 meal expense when attending the New Hire Welcome Breakfast.

• Clinical Quality Office Hours where Nourish's Clinical Quality team hosts office hours 4x per week, designed to support you with any questions you may have about charting, seeing patients, or anything else related to the work you do. Attendance at one your first week is encouraged!

• Case Review and Collaboration (CRC) Meetings where dietitians get together to discuss casework, new research, trends in care, etc. CRCs are a great opportunity to build community and get support from other Nourish dietitians.

  There are eight specialty-specific CRCs held on a recurring, weekly basis. You are welcome to attend as many as you would like and find valuable.

• All Hands

  All Hands is a monthly, company-wide meeting led by Clinical Support Leadership. In All Hands, we re-connect with our mission & vision, hear business updates, and learn from fellow dietitians sharing best practices and/or current research.

How can I access these meetings?

• You can join meetings directly from the Nourish Group Calendar!

If a patient is having issues with Healthie’s Zoom link what should I do?

If you or your patient are having issues connecting via Healthie’s Zoom link you can use Google Meet through your Nourish Google account to conduct the video session. As long as you are accessing it through your usenourish.com email it is HIPAA compliant.

Is it okay to conduct sessions via phone instead of a computer with a webcam?

Ideally, all of your sessions will be conducted from a computer with a webcam. Acceptable exceptions are:

• If a patient is having technical difficulties and cannot access Healthie or Google Meet for a video session.

• If you or your patient have lost access to the internet.

• If your patient is unable to join telehealth sessions for an ongoing reason such as their comfort with the technology

How long do I need to wait for a client before it is considered a no show?

We expect you to wait for at least 15 minutes before you close out of the video session and change the session to a “no-show.” See below for guidance on how to reach out to a patient that is late:

• 5 minutes after session begins:

  • Reach out to patient via email and/or phone (using *67 to hide your number), if patient doesn’t answer leave voicemail encouraging them to contact you via email or call the main office at 512.693.7045 to reschedule

• 15 minutes after session begins:

  • Close out of video session but monitor email for response to earlier communication

• 20 minutes after session begins:

  • No longer need to monitor email, patient will be charged the no show fee unless they provide a reason to RD that merits a request for a fee waiver.

If a patient late cancels or no shows an appointment do I need to document it?

• Yes, every No Show or Late Cancel must have a note explaining the circumstances as you know them. Notes should be added to the appointment notes section with enough information to clearly explain the situation.

If I have a no show or late cancel session how should I proceed?

• RDs will decide if they want to charge for a late cancel / no-show or not by selecting whether or not the patient is charged directly within appointment in the Provider Portal

• For any stated reason, RDs can decide at their discretion to charge the patient the fee, reschedule the appointment to any other time (and it will not affect your performance metrics ), or not charge the fee. If you waive the no show fee, you will not be paid for the no show. All charged no show fees will be paid at an RD’s full session rate. Payment will be based on no-shows with an attempted charge, not collection of the fee (for example, Nourish will eat the cost if the patient’s credit card bounces)

• Examples of circumstances that might lead to waiving the fee are listed below:

  • Medical emergencies requiring ER or urgent care visits during the session

  • Sudden death of close member of the family

  • Event that prevents attendance such as a traffic accident just before session

• Late cancellations / no-shows marked by Nourish support (e.g. referral issues) will be paid at an RD’s full session rate

If a patient late cancels or no shows a session but then reschedules within the same day or in the same week are they still charged the late cancel or no show fee for the missed session?

• Cancellations

  • If a patient cancels a session with more than 24 hours notice, we do not charge the patient a fee and the RD is not compensated for the session. Patients should typically cancel their appointment in the Nourish Portal and RDs should direct patients there. However, if the RD prefers, the RD can also cancel the patient’s appointment by updating the status of the appointment to “Cancelled” and writing a note explaining the reason for canceling the session.

  • Appointments should only be deleted from Healthie if a patient and provider agree that a patient cannot attend one number in a series of recurring appointments in advance, if a patient cancels and schedules again in the same week, or if a patient wants to cancel all future appointments, in which case the RD should cancel the first and delete the rest. If a patient has recurring appointments and no shows or cancels an appointment without further communication, the RD can cancel their future appointments (cancelling the first and deleting the rest). The RD will then e-mail the patient to notify them that their upcoming appointments are cancelled until further notice.

• Rescheduling Sessions

  • Patients should typically reschedule their appointment in the Nourish Portal and RDs should direct patients there. If a patient reschedules a session with more than 24 hours notice, we do not charge the patient a fee and the RD is not compensated for the session. As with cancellations, the RD can also reschedule the appointment by moving the appointment to the new date & time within Healthie (We do not use the “reschedule” status feature in Healthie). To reschedule an appointment manually, move the appointment to the new date and time through drag and drop or selecting the pencil “edit” icon.

  • If a patient asks to reschedule within 24 hours of an appointment start time (i.e. a late cancel or no show) and the RD agrees to find time within the same week as the appointment (Mon-Sun), the appointment should be moved directly to the new agreed upon slot (not marked as a no show). The RD also always has the option to move the appointment and not mark it as a no show (completely at their discretion, if they want to avoid the no show fee for the patient). Please mark the appointment as a no-show if you have not heard from the patient within the same day.

  • If the RD cannot or does not want to move the appointment to a new time within the same week, it should be marked as a no-show. This is entirely at RDs discretion.

• Late Cancellations or No Shows

  • If a patient cancels a session with less than 24 hours notice we charge the patient a No Show Fee and the RD is compensated at their meeting rate for the session. There is only one status in late cancellations or no shows — it’s “No Show.” It is considered a late cancel only if the patient contacts the RD within 24 hours of the appointment and it is not waived by the RD.

  • If the patient contacts the RD to cancel the appointment outside 24 hours, regardless of if seen by the RD outside 24 hours or not, the RD will need to update the status of the appointment to “Cancelled” and write a note (on the calendar entry / appointment) including the date and time of the communication explaining, to the best of the RD’s knowledge, the reason for canceling the session.

  • If the patient cancels the session by contacting the customer experience team, a CX associate will update the status of the appointment to “No Show” and will write a note including the date and time of the communication explaining the patient disclosed reason for canceling the session.

  • If a provider has to move an appointment, it should always be marked as cancelled, even if it’s within 24 hours.

  • We expect RDs to wait for at least 15 minutes before they close out of the video session and change the status to a “No-Show.” See below for guidance on how to reach out to a patient that is late:

    • 5 minutes after session begins:

      • Reach out to patient via email and/or phone (using *67 to hide your number), if patient doesn’t answer, please leave voicemail encouraging them to contact you via email

    • 15 minutes after session begins:

      • Close out of video session but monitor email for response to earlier communication

  • “No-Show” appointments are charged at a rate of $75. Providers are compensated their full session rate for any No-Show appointments.