The Department of Veterans Affairs (VA) is committed to enhancing efficiency and streamlining processes across our vast health care network
To support that goal, the VA is implementing External Provider Scheduling (EPS), a new, free digital scheduling capability for community care appointments. Learn more about EPS.
The VA uses Zocdoc’s Care Access Network, in partnership with WellHive, to schedule appointments directly for veterans online with credentialed providers in the VA Community Care Network. This process replaces time-consuming phone calls with real-time digital connectivity, smart workflows, and process automation.
Why is VA implementing EPS?
We want to reduce the time and number of steps it takes to schedule appointments, by eliminating the need for multiple faxes and phone calls to confirm your availability, Veterans’ availability, and location preferences.
EPS gets Veterans timely access to care, increases VA staff productivity, and reduces the workload on your staff who handle calls and monitor schedule updates.
How much does EPS cost?
There is no additional cost to participate in the VA EPS program. All bookings that you receive from the VA are free.
How are appointments booked with EPS?
Typically, a care coordinator will book on behalf of the Veteran.
Veterans will soon be able to schedule some appointments online, as part of VA’s nationwide rollout of Veteran Online Scheduling: Referral program. Beginning October 21, 2026, Veterans with an approved VA community care referral will now be able to see providers’ real-time availability and book eligible appointments directly through VA.gov.
Trained VA staff, including nurses, will continue to review the Veteran’s care needs and determine which appointments are appropriate before making them available to book. The only change is who selects and confirms the appointment date and time. VA continues to oversee the referral and clinical review process right up until the Veteran picks a day and time. The goal is to give Veterans more freedom over when they book, without giving up any clinical oversight.
Only providers of select specialties and locations are included at this time; all other services will continue to be scheduled by VA staff through the current process. If availability appears incorrectly or you receive an appointment your organization cannot honor, contact pns@wellhive.com.
Will I still get a referral packet and authorization number?
Yes, you will continue to receive the authorization number and referral packet as part of the typical Community Care Network (CCN) referral process.
For some appointments, you may download the referral packet directly from the appointment card in your Zocdoc Inbox or Calendar. To take advantage of this feature, you must opt in by filling out this form. Otherwise, you’ll continue to receive VA referral info the same way you do today.
Opt in to viewing VA referral info on Zocdoc by filling out this form. You'll be able to view and download VA referral info right away from your Zocdoc Inbox or Calendar, so you don’t need to wait for a fax.
Once opted in, you can click the appointment in Inbox and scroll to the Patient submissions section of the appointment card and see VA referral info under Attachments. Learn more about your appointment card.
After you are opted into this feature, you will receive a confirmation email from WellHive at va-refdoc@wellhive.com. You’ll also receive an email from Zocdoc whenever there’s new VA referral info to review.
If you do not see the attachments in your appointment card, the VA will deliver the referral packet via your preferred method (e.g., fax, secured email, Veterans Health Information Exchange, or HealthShare Referral Manager). You can also find the authorization number in the Patient note of the appointment card, or in the EPS booking platform.
What do I need to do to receive referrals from the VA?
Practices who are credentialed with the VA Community Care Network are eligible to receive online bookings from the VA through EPS.
If you are currently a provider using Zocdoc: Email va-referrals@zocdoc.com with the name of your practice to indicate your interest in participating with EPS. We will inform you when you will start receiving online bookings from the VA.
If you are not currently a provider using Zocdoc: Sign up on www.zocdoc.com/business/wellhive to get set up. If you have any questions, email our team at va-referrals@zocdoc.com.
Note: You do not have to opt-in to EPS to continue receiving Veteran referrals. However, this partnership aims to streamline scheduling for specialty care appointments, improve the timelines of appointments, and provide Veterans with more choices for their care.
How do I cancel or reschedule appointments using EPS?
Prior to canceling or rescheduling, contact the VA and/or the patient using the contact information with the associated referral packet. Canceling or rescheduling may require an additional referral packet. Keep in mind that some Veterans may require transportation, which will need to be updated or scheduled. Contacting a VA Medical Support Assistant directly ensures rescheduling and all necessary updates to the Referral Authorization are done right away.
After contacting the VA, please cancel and reschedule the appointment in your Inbox or Zocdoc Calendar, or on your EHR if you have a calendar integration, to ensure your availability is accurate. See best practices for keeping your availability up-to-date.
What if Veterans need to reschedule or cancel their appointment?
Veterans will contact their care coordinator to reschedule or cancel. Your office may receive a call from the care coordinator.
How does the EPS handle reminders and notifications for Veterans and community providers?
The Veteran will be notified of their appointment details by the VA Medical Support Assistant at the time of booking. You can also reach out directly to the Veteran with additional instructions for their visit.
How do I see if a booking is from the VA?
You can see your VA bookings in Inbox. If the booking is from the VA, when you click on a patient name and scroll down to Booking activity, the Appointment source will say Veterans Affairs.
For providers who only use Zocdoc for EPS, all bookings in Inbox will be from the VA.
Are there any specific protocols or features for managing recurring appointments for Veterans with chronic conditions in EPS?
VA staff use EPS to schedule an initial consult for a new referral. Follow-up appointments can be scheduled directly between you and the Veteran, or through VA staff
Do community care providers need to have a certain electronic health record (EHR) to participate?
No, EPS can support digital appointment scheduling, regardless of what EHR your practice uses. EPS supports several integrations with EHRs and also offers a web-based calendar as well.
How can I troubleshoot common issues or errors that may arise while using EPS?
Your digital scheduling connection (e.g., WellHive, Kyruus, or Zocdoc) will help you troubleshoot technical issues and update your schedule (e.g., adding/removing providers or updating appointment types).
Can I access Veteran records and medical history within EPS to ensure accurate appointments?
No. VA will deliver all Veteran records and medical history within Referral Authorization packets via your preferred means (e.g., fax, secured email, VHIE, HSRM).
What security measures are in place to protect Veteran confidentiality and sensitive information within EPS?
EPS process complies with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules to ensure an organizational understanding of best practices that ensure patient privacy and security of patient data.
Have questions?
This initiative is designed to improve and ensure that veterans receive care promptly. You have a dedicated team at Zocdoc ready to assist you and ensure a seamless onboarding experience for your practice. To connect with the Care Access Network team, please e-mail us at va-referrals@zocdoc.com or call us at 866-962-3621 and ask for the Care Access Network team.