Use this guide to confirm where the member stands with sponsored sessions and help ensure their care continues without interruption.
1. How to confirm the sponsored-session count and validate which appointments are included
- Navigate to the member profile by clicking Members on the left pane
- Review the member's Upcoming and Previous Appointment history in Tava Guide
- Previous appointments labeled Billed to Sponsor are appointments completed with covered sessions
- Upcoming appointments labeled Covered by Sponsor are also counted toward the total
- Remaining covered sessions can be seen under the Coverage section on the right
If the sponsored-session count does not align with the appointment history, direct the member to contact Tava Health Support for an account-specific review in the following ways:
- Click the "Contact Support" link in their account
- Send an email to client.support@tavahealth.com
Alternatively, Care Navigators can reach out on the member's behalf by contacting support via Tava Guide or through email: partner.support@tavahealth.com
2. Continuing care after sponsored sessions end
After sponsored sessions are exhausted, confirm the member's options based on the coverage on file and the provider currently selected.
- Confirm whether insurance has been added and verified.
- Navigate to Clinical Details in the member profile and determine if the provider in the member’s care team is in-network. If they are not, the member has an option to pay the provider’s self-pay rate, or search for a provider who is in-network.
Use the following guidance:
| If insurance is: | Then proceed to: |
| On file and the current provider appears in-network | Confirm the insurance option shown for the next appointment. |
| On file but the current provider appears out-of-network | Check if the member prefers to continue care with the existing provider. Review alternate provider options that appear in-network with the member's plan. |
| Not on file | Assist the member with adding the insurance. |
| Not available, or the member chooses not to use insurance | Card payment is the next option. We accept Health Savings Account (HSA) and Flexible Spending Account (FSA) payment options. Inform the member that future sessions scheduled would use this payment method. |
During booking, Tava shows the available coverage option for the appointment and explains when a coverage method is unavailable. If a selected option becomes invalid before the appointment begins, Tava applies the next valid option and notifies the member.