Managing VA Patient Appointments & Referrals

VA Treatment Overview

• A typical VA patient receives 12 fully covered treatments within a designated period (usually 45 days).

• If all treatments are not completed within the timeframe, the referral will expire.

• It is crucial for you and the Veteran to follow a goal-oriented treatment plan and stay committed to the schedule.

Scheduling Follow-Up Appointments

• At the end of each treatment, you are strongly encouraged to schedule at least one follow-up appointment.

• This helps:
  ✅ Keep the patient on track for recovery
  ✅ Ensure the Veteran receives their full benefits
  ✅ Fill in your own schedule in advance

• Follow-up appointments must be entered in the Zeel Provider App—this step is built into the checkout process.

Cancellations & Rescheduling

• Unlike non-medical appointments, the VA does not reimburse for cancellations.

• To reduce no-shows and last-minute cancellations, confirm appointments with the Veteran the day before.

• If an appointment needs to be rescheduled or canceled, you must:
  ✅ Update it in the Zeel Provider App (do not just inform the Veteran verbally).
  ✅ Promptly notify Zeel of any changes.

Extending or Renewing a Veteran’s Referral

• When all sessions in a referral are used or the referral is expiring, you can request additional treatments by submitting a Request for Service (RFS).

• Submit an RFS if:
  ✅ The patient is making measurable progress.
  ✅ You believe they would benefit from continued therapy.

• The RFS process takes only a few minutes in the Zeel Provider App.

🚨 Important:

• RFS approval is NOT guaranteed—patients should not be promised additional sessions.

• For more details, see "Submitting a Request for Additional Service (RFS)" in this section.