Client Cancellations
When do you mark a client as rescheduled?
When they cancel with over 24 hours' notice
When a counselor shares a new appointment with HUGS it will appear as what color?
White
If a client is paying with a credit card, cash, or check, how is this marked and where?
"CC" "CA/cash" "CK" after the client's name
ex: Counselor (Client) CC
Counselor (Client) CA
Counselor (Client) CK
A client reaches out the day of the appointment and says that they didn't get much sleep and are not feeling their best. What should the counselor mark this as on the calendar?
Late cancel
Where do you create the initial session?
Your personal calendar
When do you mark a client as DNKA
If they no-showed the appointment or did not contact you
When a color change appears on the calendar the following week, this typically will indicate what?
A session has been accepted.
If a client paid for the entire month in cash, how would each session be marked?
At the end of the appointment with each session indicated in fraction form
ex: Counselor (Client) cash pd 1/4
A client has reached out to their counselor multiple times in the past couple of months, needing to reschedule their sessions. What might this be an example of?
Non-compliance and inconsistent treatment
How do you ensure your sessions appear on the HUGS calendar?
Share the appointment with info@headsupsavannah.org
When do you mark a client as a late cancellation?
When the client has given you less than 24-hours' notice
If the session remains white or has lines through it after billing, this indicates...
The payment has not been accepted or was denied
If a client is sponsored, how should this be marked?
With SP at the beginning of the appointment, and the agency that sponsored it at the end.
ex: SP Counselor (Client) Agency
A client needs to change their session day within the same week, and the counselor creates a new calendar event instead of modifying the original. What problem may occur from doing this?
Duplicate appointments and incorrect session tracking
Do sessions that are cancelled need to be documented?
Always. If a client cancels late or is a DNKA, there should be a progress note created and in the client's file.
What classifies as an emergency reschedule where payment will roll over?
If there is a documented emergency
Using your assigned color will make it easier for the clinic to identify...
Which counselor scheduled the appointment
If a client rescheduled, no-showed, or had an emergency/late cancel, where should this be notated?
At the beginning of the appointment
ex: Rescheduled Counselor (Client) cc
Late cancel Counselor (Client) cc
Emer Cancel Counselor (Client) cc
DNKA Counselor (Client) cc
A counselor deletes appointments instead of updating them. What problems can this cause?
Attendance patterns, billing, and accurate session tracking
When is it okay to delete a client from the calendar after billing?
Never
What situations/markings will allow for a payment to roll over to the following week?
24-hour notice reschedules and emergencies
If you are notified that a client has been accepted, but the calendar shows white, what should you do?
Check with the front desk, verify, and adjust the color
When a rescheduled client comes in the following week who was billed the week prior, how should they be marked?
With res/pd at the end of the appointment
ex: Counselor (Client) res/pd
When reviewing the calendar, an administrative worker notices multiple sessions that occurred but were not marked on the calendar. What likely caused the issue, and what operational problem may occur?
The counselor forgot to share the appointment with the front desk, and therefore, the client was not billed
If a session is marked as "rescheduled/paid", what should the previous session be marked as?
Rescheduled