Discipline
What services does Pinecone provide and what are they adding currently?
ABA and Speech Therapy
Why did we start the ASD clinic?
To be able to prioritize the young children with ASD concerns that can then turn into long term clients in our ABA department.
Which CD now oversees the FCA team?
Naperville CD-Chelsey Harmon
What is the goal for the missed call rate percentage?
Under 10% for individual stats and queue stats.
How many queues are being reported on the ring central, queue inbound stats, power bi report?
5
ABA, Core, FCA, Intake, Neuropsych
What is the definition of a priority 3 client?
Under 5 or Safety concerns
Where can you find the list of insurances we accept?
SMAR Dashboard Page
Who can you reach out to if you know someone that wants to apply to Gracent?
Denise Babiarz
or her supervisor Kelly Jost
*bonus point - how many people can take off the same day?
2 weeks
2 people if in different intake queues, but 1 per intake queue.
Which center has the highest number of prospects on a waitlist?
Glenview
What is the min age and max age for NP evals and ABA therapy?
NP - 18 months-18 years
ABA - 18 months - 21 years.
If you are experiencing central reach issues, what should you do?
create a central reach ticket that Kristi and Simone can then respond to, resolve, or escalate to the CR team.
Who can you ask if you want to provide referral information to a family and there is no info in OneNote?
Stephanie Sorrentino
She works with Aura in the marketing team
There are only three instances when it is acceptable to not answer an incoming phone call. What are they?
1. When on another phone call
2. When in a meeting
3. When on lunch.
What time of day receives the highest call volume?
10 AM
What core discipline do we have the most amount of therapists for and the least amount of therapists for?
Currently,
We have 21 SLPs
We have 15 OTs
We have 14 MHTs
We have 2 PTs
What is the Covid policy?
People with COVID-19 should isolate for 5 days and if they are asymptomatic or their symptoms are resolving (without fever for 24 hours), follow that by 5 days of wearing a mask when around others to minimize the risk of infecting people they encounter.
*CDC guidelines
How long as Greg Stasi been with NSPT?
14 years this month
What are the customer service categorizes I look for and rate when listening to phone calls?
1. Greeting
2. Identifying Objective
3. Detour Etiquette
4. Info Gathering
5. Recap/Wrap Up
What labels must be added when scheduling an appt.
Location
Discipline
Active
Credit Card on File
Insurance