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.
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 zocdoc.com/partner-network/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 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.
Will I still get a referral packet and authorization number?
Yes, you will receive the authorization number at the time of booking. The authorization number can be found in the Patient note of the appointment card. To view it, click the patient’s name in Inbox and scroll to the Appointment details section. Learn more about your appointment card. The authorization number can also be found through the EPS booking platform.
You will also continue to receive a referral packet as part of the typical Community Care Network (CCN) referral process. Once the Veteran’s appointment is scheduled, VA will deliver the referral packet via your preferred method (e.g., fax, secured email, Veterans Health Information Exchange, or HealthShare Referral Manager).
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.