Don't Say That... (Wrong things to say and how I can fix it)
Upward Health is an insurance program
Upward Health is an in-home doctor's office that can help with
1. Primary Care
2. Behavioral Health
3. Access to Urgent Care
4. Assistance with housing, food, and medical transpiration
"I have been needing to get my mom some in-home health services."
We can help with that,
BUT
we are not an at home aid company.
"I do not need the services! I am still young"
As long as you are over 18 age doesn't matter!
We help people of all age get and stay healthy
We can just be in the background until you need us
"I handle the medical for my husband. What do you need?"
1. You can explain to her
BUT
the patient will have to sign for himself!
If they have poa then they can sign, but they will have to show the care specialist.
Read the script?
or
Have a conversation with the patient?
The script is the basic guidelines for the words to use, but please speak to our patients like you would a family member not a telemarketer!
Listen to what the patient is saying and how they respond.
"You need shots for your arthritis? Sure, we can do that for you!"
Please don't overpromise things to our patients.
We can add that to your chart so that our care teams knows you will ask about that.
Your patient is a tier 3 patient and they want to know who we are...what do you say?
"We are the company that is offering a resource line for Fidelis patients"
We do not want to tell them all of our services and then say you can't have all of that though
"I am ok for now. Thank you"
We want to keep you feeling ok.
We are for healthy people too
We can work in the background and you can use us when you need to
"I do not have that insurance anymore"
BUT
They are eligible on your end.
1. Mark them insurance ineligible and put that the patient said they no longer have the insurance
2. Say that they can enroll and if they get disqualified than the services will stop
"You are going to fill the consent forms later?
Ok, Bye"
NOOOOO! Can you ask them what a good time to call back is?
OR
Can you stay on the phone with them
We are Upward Health! You can say that we are partnered with an insurance company, but we are not the insurance company!
"I have never heard of you! How do I know you are not a scammer?"
1. Website
2. Call insurance with them
3. Flyer
4. Patient testimonials
5. D2D (we are real people)
"I will think about it and get back to you"
Please put a future task to check in with them again!
Do not just leave it up to the patient to get back to you!
"You can get me housing, but I can't pay the light bill or the water bill"
1. You can talk to your CS about assistance programs for that as well.
2. That will come from the care specialist not me
"Is this a good time to talk?"
If you ask they are probably going to say no!
You are calling them so get to it!
I am calling you to get the consent forms signed for your new services.
"You are a tier 1 patient, so those are the services you get."
Please do not mention the tiers to our patients!
That is for us to use, and it can confuse the patient.
What four main points of who we are should be in your talk track?
1. Primary Care
2. Behavioral Health
3. Access to urgent care
Food, housing, and transportation
"Do I have to do it? Is it mandatory to enroll?"
1. No it is not required it is recommended.
2. I would not express to a patient that it is optional
"I am already enrolled in Fidelis, why do I need to sign something else?"
1. We are a separate company.
2. Yes, we are partnered but we are an outside company.
3. We are partnered with Fidelis, and they want you to have these services. They contacted us to help their patients.
Hello! This is Rachel with Upward Health. May I speak with Ms. X?
Hello! We got a referral from United Healthcare Optum for you to have some extra services.
I am just calling to get your consent form filled out
1. Be straight to the point
2. Less questions more statements!
"Would you like me to explain the services to you?"
1. Why ask? They could say no!
2. They answered the phone so start explaining and start having your conversation!
"I called my insurance and they do not know who you are"
1. Did you ask them if we were an in-network provider
2. Did you ask a case manager or the call center worker?
"I want to know what transportation resources you have before I enroll"
1. It is all based off of what is in your area.
2. I do not want to give you incorrect information, but I will let the care team know you will want to know.
3. You can always try it out. If you don't like it you don't have to stick with it! Just give it a ty!
"Ms. X has not lived here for years. Why do you have this number?"
1. Explain that it is still in the chart
2. Ask for a better number!
3. Explain to them that you can remove the number
"Hello, This message is for Ms. X. This is Rachel from Upward Health in regards to your Louisiana Healthcare Connections. Please give me a call back at my direct number 111-222-3333"
1. Direct to the point
2. We do not outreach to voicemails we leave a message that wants them to call back