Frequently Asked Questions

Why is VA implementing EPS?
VA is implementing EPS 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 and Veterans’ time and location preferences. EPS enables VA staff to interact with your scheduling system but leaves you in control of your available time. EPS has proven to improve timely access to care for Veterans, increase VA staff productivity, and reduce the workload on your staff who handle calls and monitor scheduling updates and cancellations

Do I have to sign up to continue getting referrals from VA?
You do not have to use EPS to continue getting Veteran referrals for care, but this new process does save time and reduce the need for duplicative work.

How much does EPS cost?
There is no additional cost to participate in the VA EPS program.

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 will be scheduled directly between you and the Veteran.

Do community providers need to be part of Epic, Cerner, or Athena Health to participate?
No. EPS has over 150+ integrations with community electronic health record (EHR) and scheduling systems. Using a WellHive, Kyruus or ZocDoc connection, EPS also offers digital scheduling solutions if you do not have an EHR system or one that does not integrate with EPS.

How does EPS impact VA’s referral process? Will I still get a referral packet and authorization number?
You will continue to receive a referral packet and authorization number as part of the typical Community Care Network (CCN) referral process. The primary change is how VA medical support assistants (MSA) book appointments for Veterans – online versus by phone. Once the MSA schedules the Veteran’s appointment, VA will deliver the referral packet via your preferred method (e.g., fax, secured email, Veterans Health Information Exchange [VHIE], or HealthShare Referral Manager [HSRM]).

What steps should I follow to cancel or reschedule appointments using EPS?
Contact VA to cancel or reschedule an appointment scheduled through EPS using the contact information within the associated referral packet. Following up with a VA MSA directly ensures rescheduling and all necessary updates to the Referral Authorization are done right away.

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).

How does the EPS handle reminders and notifications for Veterans and community providers?
VA staff delivers appointment details to the Veteran once the appointment is scheduled. Any additional appointment reminders or confirmations should be handled through your current processes and workflows.

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.