VITALsync Provider Resources

How you are notified

When a VITAL WorkLife team member assigns you to a case, you will be notified in two ways:

• Email notification: Sent to the email address on your provider profile.
• In system notification: Visible via the bell icon in the top right window of VITALsync. 

 To accept a referral:

1. Open the case from your case list or from the notification.
2. Review the case details, member information, and organization.
3. Click "Accept" at the top right corner to confirm you will take on this referral. The VITAL WorkLife team will be notified that you have accepted.

To reject a referral:

1. Click "Reject" at the top right corner and provide your reason in the text field (e.g., caseload is full, scheduling conflict, outside area of specialty).
2. The case will be returned to the VITAL WorkLife coordination team for reassignment to another provider.

Important

Once you accept a referral, the reject option is no longer available. If circumstances change after you have accepted (for example, after a first session you determine the case is not an appropriate fit), contact the Network Management Team at [email protected]. Do not close the case yourself — the internal team will manage the reassignment. 

Once you have accepted a referral, the Cases module is your workspace for managing the engagement. The Member Name and Case Number are displayed at the top for easy identification. The module contains four tabs: Case Info, Case Activity, Sessions, and Email.

Case Info Tab

The top section is shared across the Case Info and Case Activity tabs, displaying core case details at a glance, reading left to right:

• Case Status & Type — Status, preferred Modality (Virtual/In-Person), and Solution Type (EAP, PWR, etc.)
• Case Info — Case Owner, Case Type (Counseling, Coaching, etc.), and Date Opened
• Organization Info — Member's organization and access code
• Member Info — Role Type, email, and language preference

The middle section contains more detailed case information:

• Case Details — Initial intake information including reason for referral, Well-Being Dimension, and intake notes (entered by the VITAL WorkLife team)
• Case Status — Current referral status: New, Referral Coordination, Referral Sent, Referral Accepted, Referral Rejected, In Clinical Review, Referral Coordination Support, or Referral Cancelled
• Member's Cases — Links to the member's other cases for full engagement awareness
• Member Contact Detail (Case) — Case-specific contact information, which may differ from the member's general contact details (e.g., domestic situations, minors, or leader-initiated referrals)
• Provider / Provider Detail — Provider(s) assigned to or involved in the case and their associated details
• Staff Detail — VITAL WorkLife staff associated with the case

The bottom section has two sub-tabs: Point of Contacts (individuals associated with the case) and Files (documents such as organizational reports or Needs Analysis results).

Case Activity Tab

Below the shared top section, Case Activity contains three sub-tabs: Activity, Tasks, and Audit Log.

Activity — A chronological log of all case interactions and communications. To add a note:

1. Navigate to the Case Activity tab and select the Activity sub-tab.
2. Click the green + New Activity button.
3. Select the activity type (in/outbound phone call, in/outbound email, etc.).
4. Enter the title, date/time, and note content. Click the binder icon to use a template if applicable.
5. Click Create to save. The note will be visible to authorized users on the case.

Tasks — Action items related to the case. Any user can create, view, edit, and update tasks. Each task includes a description, assignee, due date, and status (Active or Completed).

The Sessions tab is where providers document completed sessions, submit them for billing, and track payment status. Rather than navigating pre-populated session authorizations, you now simply add a new session after it occurs and document your work in one streamlined form.

Session Count Tracker

At the top of the tab, two counters display Total Sessions authorized and Remaining Sessions available, tied directly to the member's contract and updated automatically as sessions are created.

• Session counts reflect this case only, not all cases for the member.
• When a provider is reassigned, the remaining count carries over automatically.
• Only VITAL WorkLife staff can adjust session counts. Providers and members cannot add sessions beyond the authorized count.
• To request additional sessions: Member requests go to the WBS/Care Navigation team. Provider requests go to the Clinical Team.

Creating a Session

1. Navigate to the Sessions tab and click + New.
2. Complete the required fields: Date, Time, Modality, Disposition, Attendance Status, and Progress Note.
   • Next Appointment is optional — enter only when applicable.
   • Progress Note templates are available via the binder icon at the top of the note box, but are not required.
3. Review all entries for accuracy and click Save.
4. Click Submit to send for billing. You will be asked to confirm before the submission is processed.

Session Notes vs. Case Activity Notes

• Session Notes are tied to individual sessions and contain your clinical assessment and progress documentation. Required before submitting for billing.
• Case Activity Notes (under the Case Activity tab) are for general case interactions — communications, outreach attempts, and non-session updates.

Editing and Deleting Sessions

• Before billing: Sessions can be edited or deleted freely.
• After acceptance: Locked and cannot be modified.
• Rejected sessions: Returned to editable status for correction and resubmission.

The Email tab lets you send, receive, and manage case-related emails directly within VITALsync — no need to toggle between systems. All messages are automatically documented against the case. The left side shows a list of email conversations for the case; the right side is a reading pane for viewing message content. Both inbound and outbound emails appear here, giving you a complete view of all case correspondence.

Note: Initial member inquiries (first-time contact requesting services) will still arrive through Outlook. Once a case is created in VITALsync, ongoing email communication can be managed in the Email tab so everything stays in one place.

Sending an Email

• Open the Email tab within the case.
• Click Compose.
• To use a saved template, click the gray binder icon (for Templates below) — or type your message directly.
• Add or verify the recipient, enter a subject line, and send.

Your sent message will appear in the Email tab..

Only users assigned as Staff or Provider on the case can send emails from the Email tab.

How Email Relates to Case Activity

Emails sent and received through the Email tab are also reflected in the case's activity history. This means you can see email touchpoints alongside phone calls, notes, and other documented activity in one chronological log — without needing to switch between tabs.