Initial Call/Five9
A "true blue web lead" is disqualified after this many attempts reaching out unsuccessfully.
What is one time?
The Acronym we use to complete filling out the Opportunity.
What is DIRE?
The frequency ACs should be following up with clients.
What is "every single day?"
The general accepted age range.
What is 11-34?
What team handles all client requests once they admit?
ACs follow this cadence for reaching out to a client when they receive a lead/opportunity.
What is text-call-text?
What are Program type, access to smart phone, and contact status?
The stages of Opportunity that are automatically updated (ACs don't need to manually change).
What are BPS, Admission Pending, First IOP Scheduled, and Admitted?
The type of insurance/situation the AC facilitates the financial convo.
What is INN Commercial with no PA/SCA needed?
What team handles referrals?
What are Care Navigators?
You need to do this in five9 for Calls but not Texts.
What are notes?
The 8 required fields needed to convert from a lead to an opportunity.
What are Name, Phone number, DOB, language, State, Referral source, Contact status, and Payment method?
The hours (local client time) ACs are able to call a client.
What is 8am-9pm for calls and 10pm for texts?
In this state, client's age 13 and older need to sign their own consent forms.
What is Washington?
What is the website called where we receive and process faxes?
What is Consensus?
Something we always need in order to schedule the BPS. Hint: we ask for photos
What is Insurance Information?
The lead source for when we don't know either the referral contact, account or both.
What is Professional Referral - Revalidate?
The two instances when ACs would need to create another Opportunity
What are client has discharged or it's been over 30 days since the past opportunity was closed?
The two Admission Pending reasons that usually prevent the client from scheduling First Group on the BPS.
What are Financial Clearance (PA, SCA) and Clinical Clearance?
The three values of Charlie Health.
What are Connection, Congruence and Commitment?
The main goal of the Initial call.
What is scheduling the BPS?
In order to cancel a BPS, I need to navigate to both of these places.
What are Google Calendar and SF Activity?
Where you go to communicate internally in regards to a client's opportunity.
What is Chatter?
The slack channel you go to when you have a general question.
What is AC-NKOTB?
The names of the three founders of Charlie Health.
Who are Carter, Dr. Caroline and Justin?