Common Questions from Therapists

Keeping Your Calendar Up to Date

  • You can update your Weekly Availability at any time. The update will be applied to future appointments.
  • “Max Weekly Appointments” is the maximum number of visits you want to do per week. Being flexible and opening as many days and hours as possible enables Luna to hit your goal.
  • Use Time Off to reserve time on your calendar that won’t be booked by Luna. You can reserve whole or partial days based on your personal schedule.
  • Use the Calendar integration to match your Luna calendar with your phone’s calendar.

Power User Tips

  • Use Time Off to set a custom alternating week 1/week 2 recurring schedule.
  • 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 matching.
  • To avoid disappearing notifications, set notifications to “persistent” in your iPhone settings. Notifications: Luna Therapist: Banner Style: Persistent
  • It is strongly recommended that the therapist arrives at the patient location with their treatment table and PT Kit, as patients are expecting it (even more so for the Initial Visit). Failure to do so may result in negative patient feedback via the patient app for the Luna visit.

Cancels and Reschedules

  • In order to deliver the right patient experience, please do not cancel a new patient. The Concierge will remove new patients from your schedule when necessary.
  • Use Cancel Appointment to submit a cancellation once you have communicated with your patient.
  • Use Reschedule Appointment to move an appointment once you have communicated with your patient.
  • Late Cancellations (< 24 hours)
    • 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.
    • Patients that late cancel are charged a late cancel 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.

Confirming the Schedule at the End of Every Visit

  • Always confirm the patient’s schedule in the Care Plan at the end of a visit.
  • Extend the Care Plan to add more sessions.

Concierge and Patients Messaging

  • Luna encourages its therapists to communicate with patients directly when possible regarding cancels, reschedules, and care plan extensions.
  • If a last minute appointment is missing from your calendar, let Concierge know to add it to your schedule so billing can occur.
  • If you are running late to an appointment, call your patient directly via the Luna Therapist App to let them know. This avoids them calling the Concierge and then us trying to reach you with an update.
  • Encourage your patients to download the Luna Patient App (iOS and Android) so they can see their schedule, enabling messaging with you and also the Concierge, and more.
  • Luna Concierge hours are as follows:
    • Monday - Friday: 8am-6pm Pacific
    • Saturday - Sunday: 10am-4pm Pacific
    • Holidays observed include Jan 1, Jul 4, Nov 28, Dec 25

Patient Profiles

  • Luna Concierge team strives to ensure during patient onboarding that patients are ambulatory at least 3 months prior to the date of service.
  • If your patient demonstrates poor participation and/or tolerance to care for the duration of the visit (45-55 mins) or plateaus in progress, assess for appropriateness of outpatient physical therapy during your Initial Visit.
  • If your patient is not considered appropriate for outpatient care, communicate with the Concierge team and seek further support on scheduling/rescheduling future appointments.

One Care Plan At a Time

  • If your patient needs care for multiple injury types, it is important to complete the current care plan and discharge the patient, inform Concierge to create a new care plan, and then start the new care plan with the next injury type. Do these steps prior to the next patient visit.
  • Any visit can be documented as a discharge visit by updating the Objective measurements, Assessment, Plan and Goals to reflect completion of care.
  • If the injuries are interlinked, e.g.: low back pain and knee pain, incorporate the additional injury type in the current care plan by updating the Assessment, Plan, and Goals.
  • Always ensure that the patient case you are treating reflects correctly on your Luna Therapist App. In case of any errors, contact the Concierge before completing your visit documentation or interview.

Therapist Safety

  • It is Luna’s policy that therapists should feel safe at all times and are encouraged to leave any situation where they don’t feel safe.
  • Luna utilizes the Safety Shield® to monitor therapist GPS coordinates when available.

Intake and Progress Forms

  • Patients are directed to complete their Intake Form prior to their initial visit. Therapists should assist the patient during the first visit if the Intake Form has not been already completed.
  • Once submitted, the Intake Form cannot be resubmitted.
  • Outcome scores and responses are visible in the Progress Form tab.
  • Progress Forms are sent to patients automatically in advance of their 5th visit to collect patient outcomes scores. Therapists should assist the patient during the 5th visit if the Progress Form has not been already completed. Note the distinction between a Progress Form being sent every 5 visits, and a Progress Visit, which occurs every 10 visits.

Billing Tips

  • All evaluations need to billed as Low, Medium or High Complexity. Timed treatment codes should be added to the Initial Visit to reflect the care provided.
  • For Standard Visits, billing is optimized with 4 units for Commercial payers (45 mins) or Medicare (55 mins). To achieve this, it is important to choose different CPT codes to reflect your treatment. Overuse of manual therapy and passive treatments is considered poor practice.
  • CPT codes with highest to lowest reimbursements are: Therapeutic Activity (97530), Neuro-muscular Re-education (97112), Therapeutic exercise (97110), Gait training (97116) and Manual therapy (97140). Treatment approach that is focused towards functional goals allows appropriate billing of Therapeutic Activity during each visit.