Leads
What is the 1st step you should take when talking to a new caller?
Claim the lead. *Click "Claim Lead Ownership" in the top right corner of the page
Where do referrals come from?
Our Bizdev team! Hospitals, Detox centers, Other Treatment Centers, and Word of Mouth
How many alumni should you be completing a day?
20 outreaches a day = 400 for the month
What is the HMO Queue?
I like to think of it as "Limbo" between a lead and an opportunity. Usually Needs a VOB, Contact information, willingness to attend confirmation, or other key details that are missing to be able to get to an AC.
Someone calls and wants to extend the date their payment is due. How do we help them?
Submit PFS Request on the callers opp for Billing department to reach out. Can also cold transfer to Billing at (949)647-5917.
Can we qualify a lead without the date of birth on the file?
NO
UHC plans through the Texas Exchange are something we see a lot. Are we able to work with these plans? Double Jeopardy: Which Bizdev Representatives work in Texas?
NO.
Jordan (Houston only)
Paige (Everywhere outside of Houston)
What method of outreach are we supposed to be using within the 0-90 day range of discharge
Call
What are 2 important things the VOB team need to confirm the callers policy? / Must be included to convert to HMO
Insurance provider phone number and the Address associated with the plan
Who do we email when a client calls in to complain?
Josh, Manuel, and the ED of the program in question.
Theresa for CC, MS, and MSR
Brian for WV, LR, KR, and WSR
*CC CSRs if name of staff members are not included in the complaint
What is Closers Queue?
Closers queue is where the lead goes when it has not been picked up by any AC it was assigned to - turning it into "free for all" (Any AC can convert the lead in closers)
What is an example of a Veteran provider? Double Jeopardy: Do we accept these plans?
Tricare West/East , Triwest, Champ Va , and Veterans Choice. NO. These policies must be referred out!
What 1st step must be taken when a discharged alumni wants to come back? Double Jeopardy: 2nd step?
Their file must be cloned. UAR gets submitted.
Would a MH primary caller with a UHC plan be qualified or sent to HMO?
HMO
Are we allowed to give out Medical Records Department Contact information to callers?
YES. Can give out phone number, email, and the fax number to those who ask
Can we tag Urgent Admission on Leads?
Yes. If the caller has specific questions they need answered before they are comfortable disclosing info. Take as many notes as possible and can tag AC team to reach out.
Why is it important to include the inbound referral source?
So the Bizdev rep assigned to the client can have access to the file and receive updates
Are our alumni meetings all held on the same day?
NO. Different programs have different meeting days and times to attend
Would a Blue Cross Blue Shield through the Illinois Exchange/Market be qualified or sent to HMO?
Qualified! We have a program in the state of Illinois
Do we need to send out a client care email when someone calls asking to come visit their loved one at the program? Or wants to ship a gift out to them?
NO. Can transfer to Front Desk of the program they are attending. Send email if the staff on site is unresponsive.
What is the 1st step you should take after qualifying a lead?
Try for a live transfer to the AC it was assigned to.
Name all the reps who work the Pennsylvania/East coast region
Matthew Toth, Matthew O'reilly, Megan Fisher, Philip Marcantelli, and Cheyenne Jackson
What are Regions? Double Jeopardy:
what programs fall under what region?
Regions are for meeting and flyer purposes.
R1 - WSR and KR
R2- LR and WV
R3- MSR
R4- MS and CC
Should a Kaiser policy through the Denver/Boulder Region be sent to the HMO queue?
NO. (can pitch cash but) just disqualify and refer those callers out to bizdev
Why are ROIs important?
They are a form of consent. So we, as a company, are not in violation of any HIPPA laws when addressing clients.