We are honored to partner with your organization to provide access to mental health care to your members. Here are the answers to some common questions.
How can I authorize additional session credits for a member? Send an email to our support team at client-support@tavahealth.com with the client name and/or email address and number of authorized additional sessions.
How do members sign up?
- Members can sign up at care.tavahealth.com and choose your organization when selecting their coverage.
- You can also send an individual invitation by logging in to admin.tavahealth.com. Here you can send a member invite that will email a signup link branded with your logo.
How are costs billed? For questions regarding billing or signing up for Tava, reach out to our support team at client-support@tavahealth.com.
Are there any age restrictions? Who is eligible to use Tava? The Tava benefit is available to anyone over the age of 13. Minors under 13 can join a family therapy session with an adult present.
Are there intro videos for Tava Providers? Most Tava providers choose to share a video bio on their profile. We encourage members to watch these when choosing their therapist to get a sense of what it may be like to work with them.
What can a therapist help members with? If a member is struggling to articulate what they're feeling or struggling with, therapy could be right for them. It can help members work through feelings, thoughts, and challenges including relationship stress, depression, anxiety or life transitions. To learn more about therapy, refer to this article.
What methods do therapists use? Tava therapists offer a wide range of methods from EMDR and Brainspotting to the Gottman Method and Interpersonal Psychotherapy. Each individual therapist will have their specific methods displayed on their profile.
What types of therapy does Tava offer? Tava providers offer individual, couples, and family therapy options. Couples and family therapy sessions are currently not covered by insurance.
Can a member continue care after their employer or insurance credits run out? Yes! Once a member has used their session credits, there are several ways in which they can continue care. Many Tava therapists are credentialed with one or more insurance providers, so some or all of the cost of their additional sessions may be covered by insurance. Members can also pay for sessions out of pocket using a debit or credit card or FSA, HSA or HRA funds. The out-of-pocket cost of their sessions can be found on their client profile (this price is subject to change).
When are members charged if paying out of pocket (cash, HSA, FSA, HRA)? Initially, there will be a $20 hold on a members credit card to ensure it is a valid credit card, but the charge will be removed immediately. Members will be billed once their therapist confirms the session has taken place.
When are members charged if paying a copay through their insurance? Co-pays are sent after the claim is adjudicated by the payer and then the client's card on file is charged.
How do high risk referrals work? Members who are experiencing a mental health emergency should seek a higher level of support via their local crisis response center, calling 911 or utilizing the Suicide Hotline at 988. Once their emergency has been mitigated, they are welcome to connect with a Tava provider.
Does Tava have therapists in all 50 states? Yes! If a member is seeking care internationally, please reach out to us.
Can members reschedule and/or cancel their appointments? Yes, members can reschedule and/or cancel their appointments with a 24 hour notice by going to their Tava homepage and clicking on either the reschedule or cancel button. Please also refer to their specific provider’s late cancellation and no-show policy to fully understand what charges could incur if updates aren’t made within 24 hours of their scheduled appointment.
Can members message their therapist directly? Yes! On their Tava homepage, members can click the envelope icon to message their therapist directly.
How long are sessions? Tava therapy sessions are typically about 53 minutes, but a member and their provider may use longer or shorter sessions based on need.
How do members join a session? Go to care.tavahealth.com/live-session. (And bookmark that link for future sessions, too!) If a member is having trouble logging in, have them try resetting their password. If they need help, they can click the chat bubble on the bottom right of their screen.
Is coaching available? No, though many Tava therapists utilize life coaching methodologies. No matter what kind of help you may be seeking, getting it from a licensed therapist is highly recommended.
How far out can someone schedule? We display therapist availability 30 days out.
What are Tava’s Support hours? Our Support Team is available 8am-7pm CT Monday through Friday. Please feel free to reach out to us anytime and we will get back to you the next time we are available.
If a member decides that they would like to see someone off-platform, do we need to unenroll a Member? No. If they choose to work with a therapist outside of Tava, there is no need to close their Tava account. We are always here should they choose to return.
Is there a timespan where if no sessions are scheduled, the account is closed? No. Once a Tava account is created, it will never be removed unless specifically requested.
What if a member has questions about no-show and late cancellations? We encourage members to reach out to their provider directly, as each provider has the ability to set their own policies. General information can be found here.