Employment
You purchase a CEU that was approved for partial or full reimbursement.
What is request a reimbursement?
- Submit an expense in Gusto
- Upload receipt, if applicable
- Seek help from Chad for all things Gusto
An established client texts you an hour before their scheduled session stating they have had an emergency and are unable to make their appointment.
What is late cancelled?
- Client is charged for the full contracted rate. No exceptions. You do not have authority to waive a late cancellation fee.
- Make a contact attempt to client and offer to reschedule. Document communication in a late cxl note associated with appt.
- Change appt status to late cancel and billing code to 10000 late cxl/no show.
A client you have been working with has expressed they would like to focus their treatment on an issue you do not treat and there is a clinician at RFC who does specialize in that area.
What is internal referral to another clinician?
- Contact clinician directly for service and admin for assistance
- The clinician accepting referral will coordinate with admin to get client scheduled, and verify benefits.
A client you have been working with has achieved their identified goals for treatment, is stable and in the mental health maintenance stage.
What is pat yourself on the back and discharge due to completion of treatment?
- Confirm all documentation complete
- Complete termination session, and mental health maintenance plan.
- Confirm account balance is $0
- Complete Discharge Summary and Make chart inactive
An established client with recurring appointments cancels two out of their last four appointments.
What is remove client from recurring appointments?
- Discuss with client reasons for rescheduling, explore alternative scheduling options and consult with CD if necessary.
- Utilize email template under Drop-Off SOP
You have a vacation planned and are unable to see 25 clients in that week you are gone.
What is Planned Time Off?
1. Inform CD and Chad
2. Make a formal request in Gusto for PTO
3. Block SP calendar to reflect availability
4. Notify clients and plan support accordingly
5. Set an away message on email during absence
Your client informs you on Monday afternoon they are unable to make their appointment Wednesday.
What is cancelled?
- No penalty. Offer to reschedule and document communication via chart note.
An established client requests assistance with matching their 15 y/o child with a therapist at RFC but you aren't sure who they would best be paired with.
What is Internal Referrals?
- Contact CCC and admin for support
One of your established clients tells you they accepted a new job and will be moving to Maine.
What is provide two virtual transition sessions before transferring care to a local therapist?
- Complete discharge protocol once terminated.
You walk into the RFC lobby and find an unfamiliar person waiting.
What is address immediately?
1. Greet individual
2. Request identity to confirm with scheduled appt
3. Contact CD, admin or Chad
4. If situation is unsafe call 911 or utilize panic button
You woke up feeling ill and don't want to get your clients sick.
What is unplanned time off?
1. Notify CD asap via text or call
2. If able, contact clients to cancel and change appt status to clinician cancelled. If unable, request support from CD.
3. Document contact attempt
4. Continue to inform CD of status of absence
Client arrives 10 minutes late to session
What is late arrival?
- Inform client of late arrival policy. If client is using insurance they will be billed full contracted rate vs session being billed to insurance. If private pay client will be billed as usual.
- Make sure to document in progress note, and inform billing team of late arrival.
You have a client who has expressed they are struggling to pay for sessions and may need to discontinue services as a result.
What is make a partnership referral and provide resources?
- If you have a client that would benefit from DHC, HMHI, or TrustedWorld consult with your CD to make this referral
A client on your caseload has stopped attending their sessions.
What is discharge due to non-attendance?
- Attempt to contact client via text or email
- Document correspondence/attempts
- Client has no upcoming appointment scheduled and is unresponsive for 30 days
- Consult with CD if you need support
- Complete discharge steps
You have a 32 y/o client who will be visiting their grandpa in North Dakota for two weeks and would like to have their weekly telehealth sessions from there.
What is continue with routine services?
- Consult with CD for any out of state cases.
Your Clinical Director or Clinical Supervisor has expressed concern regarding your documentation completion. You have not improved documentation habits after mentorship.
What is Remediation Plan?
Other reasons for remediation include:
- Poor retention rates
- Poor caseload management
- Client complaints
Client does not show for their scheduled appointment.
What is no show?
- Attempt to contact client within 5 minutes of appt start time. If client does not respond after 10 minutes, client is considered a no show. Document attempt in late cxl/no show note and follow up to reschedule.
- Remind client of no show fee. (Full contracted rate)
Adult client whom you have been seeing for 6 months endorses suicidal ideation. They have a history of suicide attempts in the past.
What is Referral to Higher Level of Care?
1. Assess risk and need of level of care
2. Coordinate transportation (if applicable) and contact guardian if minor
3. Document assessments, discussion regarding HLOC, and support plan in client's chart
4. If needing clinical support, contact CD
- See SOP for more detail
You receive a message from one of your clients stating they have lost their job and need to cancel all upcoming sessions.
What is discharge due to non-treatment related factors?
- Identify barriers to continuation of treatment? (Finances, health, scheduling, etc.)
- Coordinate referrals, if applicable
- Termination/MHMP
- Discuss re-engagement plan and follow up
- Discharge summary and mark inactive
Your client shared in session their spouse slapped their 15 y/o child during an argument.
What is make CPS report within 48 hours of disclosure (24 if imminent risk)?
- Make online report and upload PDF to client's chart.
- Notify CD or clinical supervisor if applicable
- Document disclosure in progress note or chart note, if not during session.
The requirements to be considered a full-time employee and receive benefits
What is carry a full caseload of 25 clients per week?
- Over schedule to account for cancellations (27-28)
- Maintain open availability
- Discuss w/ CD if you need to close caseload
A water line broke while you were at work and you need to go home to address the issue, but you have appointments scheduled.
What is clinician cancelled?
- Follow unplanned time off SOP.
26 y/o existing client expresses concern with having poor attention, difficulty completing tasks, and struggles with performance at work. Client reports "I think I might have undiagnosed ADHD, do you know where I would be able to go for testing?"
What is Testing Referral?
Send Amanda an email with demographics and reason for referral.
Amanda will follow up with scheduling, and verifying benefits with Dee.
A client has achieved their goals for treatment and you have discussed discharge with them. You have one more session scheduled.
What is a Termination Session?
- Discuss progress, goals achieved, and collaboratively develop mental health maintenance plan (MHMP) for client's ongoing well-being.
- MHMP: coping strategies, resources, and potential challenges post treatment
You receive an inquiry from Psychology Today for a new client to begin services.
What is direct to admin to schedule?
- If an inquiry is made in-person, gather demographic information, screen for risk factors, then direct to admin.