New RD FAQs

Here are some frequently asked questions and answers for new RDs onboarding onto the Nourish platform. If you don't see the answer your looking for, make sure to "search" for it in the help center since it may exist in a different article.

Can I see a patient if they are traveling in / temporarily located in a red state?

No, due to insurance purposes you can only meet with patients if they are "sitting" in a state where you are licensed (either a green state where state-specific licensure is not required or a red state where you have licensure). Please refer to our state licensure article for information on which states are red / green.

I see providers have NPS ratings on the website, when will mine show up and how often are these updated?

Provider reviews and NPS scores are updated 1x / month on the Nourish website. If you are new and haven't seen yours yet, they should appear shortly. Note: you do not need to ask patients to provide reviews, they are prompted to do so via text message / SMS after their appointment ends

I have a new red state license, what do I do?

Please be sure to upload your licensure to both the provider portal and CAQH in order to start seeing patients in that state!

Can I delete a cancelled appointment?

We ask that you do not delete appointments unless you are deleting a one-off cancellation in a recurring series. If the appointment is cancelled for reasons such as insurance or other things outside of your control, not to worry - we understand this happens and take this into account when calculating metrics.

Can a patient book during a block that has a cancelled appointment in it?

Yes, that block will appear as available for other patients to book!

Can I see a patient if they are actively driving?

No, we don't allow patients to do sessions while they are driving. This is something they agree to under the "Client Conduct" section in their Consent form.

Can I see a patient if they haven't completed all their forms / uploaded their insurance information?

You cannot see a patient if they haven't signed the HIPAA / Consent form. However, you can see a patient even if they have not uploaded their insurance information or their ROI. We encourage patients to do this prior to their first appointment but it is not mandatory.

My patient wants to add someone to their care team but they don't see the option to do so?

Patients can add other members to their care team or update care team information in their ROI. Providers simply need to "request a new ROI" from the patient for them to update!

My patient cancelled the appointment / no-showed for a reason that is out of my control, will this affect my metrics?

We understand that patients will cancel / no-show for reasons outside of the provider's control (e.g., insurance coverage). We do account for a % of appointments to fall in this category when calculating metrics - so don't worry if you have some appointments that fit into this category!

Can I access a patient's chart notes before our appointment?

Yes, you can click on a patient's chart in the provider portal prior to an appointment. You can also pre-chart if they have filled our some of the forms prior to the appointment.

Can patients join by phone or with video-off?

No, unfortunately for insurance purposes patients have to be video-on during the sessions. Patients may still proceed with the appointment video off in extenuating circumstances (i.e., camera is broken) but generally their camera should be on during sessions.

What is the Nourish fax number?

The Nourish fax number is 512-399-9039.

My patient's appointment status is marked incorrectly, what do I do? (e.g., it's marked as a follow-up but is actually an initial)

If an appointment is incorrectly marked, you can change appointment status to initial or follow-up in "set appointment status" in the provider portal. In addition, if a patient is transferred to you - you can leave the appointment as a follow-up even if it's your first session with the patient.

How can we calculate macros in the meal logging tool?

Unfortunately, we don't have the capability to log macros yet but are working on it!

My patient likes to use another food-tracking app or wearable device (Fitbit, Apple Watch), how can we integrate this with Nourish?

Unfortunately, we do not integrate with other apps or wearables at the moment. However, we encourage you to leverage the RD community in Slack for advice on how to leverage information from these other apps / devices in your patient sessions.

I'm seeing a pediatric patient and I noticed their parent / guardian didn't sign their forms, what do I do?

Please message the patient and remind them that the parent / guardian needs to sign the Consent form. You can also forward them to support@usenourish.com if you are having trouble but you cannot see the patient until their parent / guardian has signed their HIPAA / Consent form