Member Experience
What email notifications are sent to members after scheduling a session?
Members receive an email notification from Tava when you create their account, and another email notification if you schedule an appointment on their behalf.
Learn more: Member Communication
What happens if a member is invited but not scheduled?
Members will receive a welcome email and they can choose their own provider after completing intake.
Learn more: The Member Experience
What do members see when they log into Tava?
Check out our Overview of Member Experience
Why are appointments marked pending?
Appointments are marked pending when they are scheduled for members who haven't yet agreed to their provider's policy. Pending appointments are automatically cancelled 24 hours after scheduling unless a member agrees to their provider's policy.
Related: Understanding Provider Policies
Will members see the provider’s cancellation or no-show fees?
Yes. Members will see the provider's policies during intake before they confirm their appointment.
Related: Understanding Provider Policies
Can clients repeatedly schedule and skip intake?
Yes, but there’s no cap. Appointments are auto-cancelled after 24 hours if intake isn’t completed.
Related: Member Intake Flow
What is included in member intake?
Account setup, coverage, policy review, required payment method for fees, and brief clinical assessments.
Learn more: Member Intake Flow
How do members join appointments?
Members will receive appointment confirmation and reminder emails with the link to their appointment. They can also log in directly at care.tavahealth.com to join.
Learn more: The Member Experience · Member Communication
Can members reschedule or cancel appointments themselves?
Yes. Members can login to care.tavahealth.com to cancel or change their appointment without a fee if it’s outside the 24-hour session window. If the member chooses to cancel or change their appointment within 24 hours of their session, they will be charged a fee.
Related: Understanding Provider Policies
How many reminders do members receive?
Members may receive up to three email and text notifications. They will receive an email and text 24 hours before their session, with additional reminders 1 hour before and 15 minutes before the session start time. Members may opt-out of reminders.
Learn more: Member Communication
Does Tava have in-person options?
Yes. Some providers offer in-person sessions. Members will see the In Person option during scheduling with the office address listed.
Learn more: The Member Experience
Paying for Sessions
What do members see when nearing or exceeding their session cap?
See our Sponsored Sessions article.
What happens after sponsored sessions run out?
After all of a member's covered sessions have been used, that member can continue therapy using insurance or credit card.
Related: Insurance at Tava
Do members see out-of-pocket costs up front for cash pay?
Yes, provider fees are shown clearly during scheduling.
Can members use HSA/FSA/HRA for sessions? Do they still need a credit card?
Mambers can typically use HSA/FSA/HRA for eligible session charges, but not for late-cancellation/no-show fees. A personal card is still required on file for fees.
Learn more: Why Tava Requires a Credit Card for Members
What happens if a client has a High Deductible Health Plan (HDHP)?
Until the deductible is met, clients may owe up to the plan’s allowed amount; afterward, copay/coinsurance applies.
Learn more: Insurance at Tava
Do insurances cover couples and family therapy?
Insurance at Tava covers individual therapy only. Most providers do not do couples/family therapy through insurance, but many offer cash-pay options.
Learn more: Insurance at Tava · Quality & Privacy at Tava
How is couples therapy handled?
One partner creates the account and receives notifications. They share the same cap. Only the account holder will receive session reminders.
Is insurance verified during intake?
Yes, real-time verification is done using the member ID.
Learn more: Insurance at Tava
Admin Experience
How do I add additional sponsored sessions for a member?
If your organization wants to provide a member with additional covered sessions, reach out to partner-support@tavahealth.com.
Can I search for members by referral ID?
No, only by name or email. We are working on adding Referral ID search soon.
Can I filter providers by a member's insurance?
Yes.
Learn more: Insurance at Tava
Can I see a provider’s insurance coverage without adding insurance to the member?
Yes. To find the provider's insurance coverage, click on the profile of each provider.
How do I set up a minor’s account?
Follow the same process you use when adding an adult, just using the minor’s information. There will be additional steps in the process for adding parental consent. A unique email address is required.
Whose insurance info is used for minors?
The parent’s insurance with the minor’s name is used. Real-time checks ensure it is valid.
Tava Providers
How do members find in-person providers?
If available, the In Person option appears during scheduling. Encourage members to browse/filter for in-person availability.
Learn more: The Member Experience
What license types and credentials do Tava providers have?
Clinicians include LCSW/LMSW, LPC/LMHC/LPCC, LMFT/AMFT, and Psychologists (PhD/PsyD). Some programs include psychiatric prescribers.
Learn more: Quality & Privacy at Tava
Can no-show or late-cancellation fees be waived?
Providers may waive fees at their discretion; partners/members can message the provider to request a review.
Learn more: Understanding Provider Policies
Do clinicians need to log in every time?
Yes, and after 1 hour of inactivity they must log in again. This is for the protection of member data.