Case Lifecycle
This section explains the In-App Scheduling process after a member submits an appointment request.
About Appointment Requests
It is crucial to note that the In-App Scheduling flow produces appointment requests.
All bookings submitted through this flow are appointment requests. An appointment is not finalized until the provider accepts and confirms the request.
Provider Review and Response
- After the appointment request is submitted, the selected provider receives a confirmation email containing high-level case details and is prompted to approve or decline the request.
- This review step is required because providers submit general weekly availability only, and may have external scheduling conflicts (e.g., appointments outside the platform, vacations, or personal obligations).
Note: CCA is actively working toward obtaining approval from its provider network to enable calendar synchronization and real-time availability.
Response Window
- The earliest appointment a member can request is 3 days (72 hours) in advance.
- This provides providers with a 48-hour response window from the time the appointment request is submitted to approve or decline the request.
If the Provider Approves
- The provider receives the member's full contact information and any relevant case details.
- The provider then contacts the member directly and sends a calendar invitation that includes:
- Appointment date and time
- Appointment modality (in-person, virtual, or telephonic), based on the member's selected preference
- Any additional instructions or preparation details
If the Provider Declines
- CCA's internal team is immediately notified when a provider declines an appointment request.
- The team identifies an alternative provider who matches the member's preferences, including:
- Availability
- Preferred modality
- The member is notified of the change, and the newly matched provider will reach out directly to finalize the appointment.
- This follow-up occurs within 24 hours of the decline, and no later than 72 hours from the original request submission.
If the Provider Does Not Respond
- If no response is received within the 48-hour response window, the request is automatically declined.
- CCA's internal team initiates the alternative provider matching process and ensures the member is notified and supported accordingly.