PSC Processes
What are the prefixes for our task working view?
Onboarding:
MN:
PE/CR/PS:
FUP:
My client is insured with a major payor but their mental health isn't covered, they are working with something called Beacon. What do I do?
Beacon is a carve out plan that is not a part of the SonderMind network. Unfortunately that client will need to self pay to continue seeing you.
What is an ICD code?
International classification of disease - also known as diagnosis code.
You get a slack that requires action which you can't take right now. Whaddaya do?
What are SonderMind's core values?
BETCOP - Bucketworthiness, empathy, transparency, courage, ownership, and passion
How should specific matching requests be submitted?
Through kustomer or having the provider email support@sondermind.com
Can I add clients to my SonderMind client list that I do NOT bill through SM?
Yes! When adding the client, there is a box providers can check that says "client is not billed through SonderMind"
Can a provider edit/add notes to a previously saved note?
No, but they can add an "amendment"
What is the most effective way to manage Kustomer tags?
Open Kustomer through one of the emails sent to you, and work your way through the tags using the blue dot indicating unread tags. Once you have completed these, either delete or mark read/drag/drop all your kustomer emails to their own folder
What is SonderMind's mission?
To redesign mental and behavioral health for 100M individuals by 2025 through covered, timely access, exponentially-increased utilization, and data validated quality outcomes.
How should coaches share requests or ideas for the operations enablement of provider coaching?
Submit a request through the Coaching Ops Request Board in Notion!
We do this for two reasons: options and time. It helps clients to know that there is more than one provider out there who could be a good fit. Additionally, if one of the providers declines the match, they don’t end up back at square one.
What does it mean when Kaiser insurance says "rejected"?
This means that the client has not provided us with an authorization number or the auth number has not been verified by RevOps yet.
Math time - if you made just one more dial before lunch and one more after lunch every day between tomorrow and the last day of March, how many additional calls would you be adding to your call count for the month?
18!
What are the steps of the provider journey?
1. onboarding, 2. portal navigation, 3. matching, 4. scheduling/claims/billing, 5. touchpoints with SM
You get a tough, complicated question via email that requires a good deal of digging. How can you escalate this provider question without falling down the rabbit hole?
Forward it to Cora! She can support with cross functional investigation and connect with you about solutions.
What is the SonderMind tax ID for providers to use?
475025949
If a client has Medicaid insurance in Colorado but wants to see one of our providers through self pay, can they do so?
No, legally in CO, Medicaid clients have to go to Medicaid providers.
What's the quickest way to close a task?
Click the checkbox next to the task on the activity feed, rather than opening the task itself to mark complete
What are three of the therapist problems in private practice that SonderMind solves?
Need clients, no clinical coordination, have to do their own admin, can't focus on passion, clients are not a good fit, write offs, isolation and painful finances
According to the PSC Training folder in Google Drive, what is the appropriate number of times to reach out to a provider regarding a specific outreach task or flag that comes up?
3
What are the four behaviors that can result in a warning or execution of disabling matches for providers?
You've declined three or more new clients with the given reason “No Room in Current Caseload”.
You've been unresponsive to three or more new client matches for two or more business days.
You've declined three or more new client matches with the given reason “Availability Doesn’t Match”.
You've declined more than 20 new clients over the last 30 days.
What format of session notes does the SonderMind platform use?
SOAP - Subjective, Objective, Assessment, Plan
What differentiates coaching from advising?
Advising: giving advice and telling someone what to do
Coaching: It unlocks a person’s potential to maximize their performance. Coaching helps them to learn rather than teaching them.
How many inbound conversations have the WCs had so far this month?
~9000