This resource is designed to provide clear, practical answers to the most common questions we receive from Luna therapists. It covers everything from scheduling and cancellations to patient communication, app tips, and referral programs. Whether you're new to Luna or just need a quick refresher, you'll find helpful guidance here to support your day-to-day workflow and ensure the best possible care for your patients.
Sections
2. Cancellations & Rescheduling
8. Pro Tips (App & Scheduling)
9. Practice Patients (Invite a Friend)
1. Scheduling & Availability
How can I update my Weekly Availability?
You can update your Weekly Availability at any time by going to your Profile in your app and clicking “Ongoing Availability”. Updates will be applied immediately to today’s schedule, and to all future dates.
Why is it important to keep my Ongoing Availability accurate and up to date?
Keeping your Ongoing Availability up to date ensures Concierge schedules new patients only when you’re available, avoiding conflicts.
What is "Max Weekly Appointments"?
This is the maximum number of visits you want to complete per week. Being flexible and opening as many days and hours as possible enables Luna to help you hit your goal. Be sure to book your follow up appointments at least a week or two in advance so that our booking team has an accurate view of your projected schedule.
What factors are considered when scheduling new patients on my calendar?
- Your “Auto-Accept New Patient” status - if you have this ON, it indicates that you are open to new patients being booked during the Ongoing Availability you have set within the app. If you turn this OFF, this indicates that you do not wish to have new patients scheduled at this time.
- When you are getting close to discharging a patient, we recommend turning this back ON in advance so we can help to schedule you with new patients!
- Patients are scheduled within a 30 minute drive time of your treatment location.
- We schedule patients that have conditions/diagnoses that match your Specialties on your profile, and are available for the IV on a day/time that matches your Ongoing Availability.
- We ensure that you are credentialed with a patient’s insurance plan when scheduling.
- We take into account your existing patient caseload and your desired visits/week in order to schedule you with the appropriate number of patients to meet your goals.
How can I block time on my calendar for personal activities?
Use the Time Off feature to block any periods within your Ongoing Availability when you’re not available for bookings. Be proactive—schedule your Time Off as far in advance as possible to ensure no appointments are assigned during that time.
What are the steps I should take / things to consider if I am taking extended time off?
- Mark Time Off on your calendar well in advance, to avoid the scheduling of patients while you are away.
- Identify if any of your current patients require coverage while you are away.
- If so, please send a message to “Concierge > New & Existing Patient > Transfer Patient Care.” Provide them with patient(s) full name, date range you’re away, and estimated number of visits needing coverage. Our team will try their best to arrange coverage while you are away.
- Please note, we cannot guarantee we will be able to find another available PT. Please prepare your patients for this.
How does the Waitlist feature work?
- Patients will appear on the Waitlist with diagnoses from all specialty categories, not just the ones you select on your profile. The intention is to allow therapists the opportunity to select specific diagnoses they are confident treating, without committing to all diagnoses from that Specialty category by putting that specialty on their profile.
- You will be able to see the diagnosis, travel time/distance to the patient, and the days/times the patient is available for the Initial Visit.
- The app will also show if the patient has a pet, as well as any stairs to enter their residence.
- Please ensure you can commit to treating a patient for their entire care plan before picking them from the Waitlist.
Note: Patients on the Waitlist are visible to all therapists within your region.
Can I sync my Luna calendar with my phone's calendar?
Yes, use the Calendar integration to sync your Luna calendar with your phone’s calendar by going to Settings in your Luna app. Currently, only available for iOS.
2. Cancellations & Rescheduling
Can I cancel an Initial Visit with a new patient?
In order to deliver the best patient experience, please do not cancel an Initial Visit appointment. The Concierge can remove new patients from your schedule when necessary.
How do I cancel an appointment after communicating with the patient?
Use the Cancel Appointment feature from the Calendar view in the app to submit a cancellation only after you have successfully communicated and confirmed this with your patient. In app schedule changes automatically notify the patient of the change, which can cause confusion if they have not already been contacted by their therapist.
What should I do if I need to reschedule an appointment?
Use the Reschedule Appointment feature from the Calendar view in the app to move an appointment once you have successfully communicated and confirmed this with your patient.
What is considered a late cancellation?
- A cancellation made less than 24 hours before the appointment is considered a late cancellation. Therapists should avoid late cancellations. When this occurs, it is extra important for the therapist to communicate directly with the patient to ensure the right experience.
- If a therapist cancels or no shows an Initial Visit with less than 24 hours of notice, an Initial Visit Late Cancellation fee of $40.00 will be applied to your account.
Our Clinical team reviews every Initial Visit cancellation, and will determine if the cancellation fee is applicable depending on the nature of the situation.
What happens if a patient late cancels or no-shows?
Patients that cancel late are charged a late cancellation fee. This includes when a patient no shows or is not available for the treatment. A no-show can be recorded if the patient is > 15 minutes late for an appointment.
In the following circumstances, the Cancelled Visit rate and Initial Visit Late Cancellation fee do not apply to: (a) Patients from your own practice, (b) Post-operative patients either not discharged from the hospital as planned or surgery date is changed last minute, (c) Patient experiences a medical emergency such as being admitted to the hospital, or (d) Natural disaster occurs at patient or therapist location such as fire, flood, earthquake, etc.
3. End-of-Visit Scheduling
How far in advance should I schedule my patients?
It is best practice to schedule patients at least 2-3 weeks in advance. Doing so allows Luna to better forecast your availability and match you with the appropriate number of patients.
How can I schedule more sessions for a patient?
You can schedule additional sessions by navigating to the Upcoming tab and selecting the Calendar icon in the upper right corner. From here, you can click on the day/time you wish to schedule and select the appropriate patient. Additionally, when on the Care Plan screen via the Patients dashboard, you can select “Extend Care Plan” to schedule additional visits.
How do I know if a patient requires authorization for visits?
- When on the Patients dashboard, click on “View Care Plan.” If a patient requires authorization for visits, or has a specific visit limit, under Visit Summary you will see “Remaining Visits Authorized” and the corresponding amount of visits, along with any applicable expiration dates.
- If you have any questions about a specific patient’s insurance benefits, please create a Ticket in your app and send a message to “Patient Billing.”
- If a patient does not require authorization for visits, then future visits are based on medical necessity and skilled care guidelines.
4. Patient Communication
Should I communicate directly with my existing patients regarding cancels and reschedules?
Yes, Luna encourages direct communication with patients regarding cancels, reschedules, care plan extensions, and discharges.
What should I do if I am running late to an appointment?
Call your patient directly via the Luna Therapist App to inform them. You can call your patient by clicking the “Request Call” icon, even if the patient does not have the app they will receive a call to their phone number on file. This prevents them from calling the Concierge and allows you to provide an update directly.
How can I encourage patients to use the Luna Patient App?
Encourage your patients to download the Luna Patient App (available on iOS and Android) so they can view their schedule, communicate with you and the Concierge, and access their home exercises.
Patients are able to view their home exercises via the Luna Patient app as well as in a web browser. Patients will automatically receive their exercise web link via email and text whenever exercises are assigned or updated.
For patients needing assistance with their App, reach out to “Concierge > Patient App Support” in Chat.
What are the Concierge hours of operation?
Luna Concierge hours are as follows:
- Monday - Friday: 6:00 am - 6:00 pm PST
- Saturday - Sunday: 8:00 am - 4:30 pm PST
- Holidays observed: Jan 1, Jul 4, Nov 28, Dec 25
5. Intake & Progress Forms
What should I do if the patient hasn't completed the Intake Form before the Initial Visit?
Patients receive multiple reminders to complete their Intake Form prior to their Initial Visit. Therapists may reach out to the patient via call/message in their app to remind them to complete the form.
If it is still incomplete by the evaluation, therapists should assist the patient in completing this form via their Therapist App. Please go to the Patient Dashboard > Select the patient > Under “Outcomes” you will be able to complete the Intake Form.
Can the Intake Form be edited after submission?
No, once submitted, the Intake Form cannot be edited or resubmitted. Please note any errors in your visit documentation.
How often are Progress Forms sent to patients?
Progress Forms are sent to patients automatically every 5 visits to collect updated patient reported outcome measure scores.
Note the distinction between a Progress Form being sent every 5 visits, and a Progress Visit, which occurs every 10 visits.
How can I view Intake and Progress Forms at any time?
You can view Intake and Progress forms and outcome measures at any time by visiting the Patient Dashboard and choosing 'Outcomes.'
6. Patient Presentation
What should I do if a patient is not appropriate for outpatient care?
If the patient is not appropriate for outpatient care, please send a message in your app to “Clinical > Escalations and MD Communication” for further support and guidance on next steps.
Can I treat multiple injury types within one Care Plan?
No, complete the current care plan and discharge the patient, then inform Concierge to create a new care plan for the next injury type.
What should I do if the injuries are interlinked?
If injuries are interlinked (e.g., low back pain and hip pain), or related to the same mechanism of injury, you can incorporate the additional injury type into the current care plan by updating the Assessment, Plan, and Goals.
How do I ensure that the patient case I am treating reflects correctly in the Luna Therapist App?
Always ensure that the patient’s care plan has the correct diagnosis and/or body part in your Luna Therapist App. Contact the Concierge if you notice any errors before completing your visit documentation, so our team can update accordingly.
7. Therapist Safety
What should I do if I don't feel safe during a visit?
Therapists should feel safe at all times. You are encouraged to leave any situation where you don't feel safe. Please communicate any situations to Luna’s Clinical team.
Does Luna monitor therapist safety?
Yes, Luna utilizes the Safety Shield® to monitor therapist GPS coordinates, when available.
Therapists must allow the GPS tracking setting while using the app.
8. Pro-tips (App & Scheduling)
How can I avoid disappearing notifications on my iPhone?
Set notifications to “persistent” in your iPhone settings: Notifications > Luna Therapist > Banner Style > Persistent.
Should I bring my treatment table and PT Kit to patient locations?
It is strongly recommended that you bring your treatment table and PT Kit to patient locations, especially for the Initial Visit, as patients expect it. Failure to do so may result in a poor patient experience.
How can I set a custom alternating schedule?
Use the Time Off feature to create a custom alternating week 1/week 2 recurring schedule.
Is it better to be available for two or more days per week?
Availability of 2 or more days per week is highly preferred to 1 day per week, as it enables matching patients that want to be seen twice per week. Opening only 2 days directly next to each other does not help address this issue and significantly limits patient matching opportunities.
9. Practice Patients (Invite A Friend)
What is a Practice Patient?
A Practice Patient is a patient you refer to Luna through the Invite a Friend feature in your Luna app. Once they schedule their first visit, they will be linked to you, and you will earn an additional $7 per visit for as long as they receive care through Luna, including future plans of care.
The only requirement is that the patient must be new to the Luna system. If they’ve previously been seen by Luna, they will not qualify as a Practice Patient for the increased rate.
How do I invite a patient to Luna?
- To add a Practice Patient, use the Invite a Friend feature in the Luna app. You can find this feature in the Profile section of your app.
- The patient will receive an invitation via email. If they don’t have an email, you can enter their phone number followed by @call.com.
- To view the status of a patient you invited to Luna, go to your Profile in your app and select “Practice Patients.”
Anything else I should know about Practice Patients?
Practice Patients are not subject to Late Cancel fees.
Can I refer therapists too?
Yes! You can also use Invite a Friend to refer a therapist. If they join Luna within 90 days of your referral and complete 15 visits within their first 30 days, you may qualify for a one-time referral bonus.
Therapist referral bonuses for therapists are subject to eligibility requirements. Please refer to the Rate Sheet in your app for more information.
