Account MNG
Name 3 Accounts that require authorization or an eligibility list
1. IATSE
2. WATI - explain the process for bonus points!
3. Vi Fine Day
Do we have a limit on how long I.S calls run? If yes, what is it?
We aim for 30 minutes depending on the nature of the call.
Consult as needed.
What do we do with affiliate vacation request emails? Explain the procedure
1. update the affiliate file: put email as an activity and adjust calendar dates accordingly
2. fwd email to Krista's acf email address saying 'updated'
3. file email under 'affiliates'
What do we do if we can't find a contract?
1. Ask the client where they found our number
2. Ask as many details as possible - what did the brochure look like? What was the name of the person who gave you our number?
3. Ensure we get the full name of their organization (no abbreviations) - Email Andrew and account mng to see if they have heard of the org
4. Google their org and follow-up our selves
5. Ask the client to double-check with their HR
Where do we put I.S activities? Explain for both re-access and non-reaccess
Non-reaccess - add to the client file as an immediate support session (if over 19 minutes) and inform the affiliate that the client has 1 less session due to using immediate support. Call the client to inform. If the client states they were unaware that I.S uses a session, what do we do?
Re-access - add to I.S file as session or activity (duration dependant) and inform affiliate that client used our I.S service.
Consult as needed
How many affiliates do we communicate with when doing a re-referral? Explain.
At least 2.
What do we do if someone's name is not on the eligibility list and they do not have a file?
1. Ask ct permission for our account manager to follow up with the org (can we use their name?)
2. Ask ct to connect with their HR or EAP benefits coordinator
3. Create an I/C with the ct info and what took place for further follow-up
If technology fails us and we are unable to use our computers or phones - what do we do?
1. Call Adam, Priya, Lyndsay or Pam to inform and brainstorm
2. Do you have IT's email and phone number somewhere accessible if tech fails?
3. Email IT and CC Lyndsay/Adam/ Pam
What do we do when we get affiliate updates such as billings, rates, hours of operation, in-person availability etc.
Billings enquiries should go to fseap-billings and CC Krista
All affiliate communication gets sent to Krista's acf email
What do we do if we get a CIR request while in the Care Centre? How do we know it's a CIR request?
CIR requests come an organizations manager or supervisor requesting a counsellor to debrief a critical incident.
Collect details (summary of the event, how many people need service, call back number)
What happens if a client becomes rude/abusive on the line?
Did you see the script for Lyndsay?
What do we do if we get an affiliate complaint
Ask client if they would like to make an official complaint, ask if they would like to speak to a manager.
Complete feedback form. Consult with clinical to see how the situation should be handled. Likely we will email clinical, Krista, Account mng.
What is a letter of attendance? What do we do with these requests?
2. confirm the client's email and inform that our account managers send out LOA requests and ct should have it within the week.
3. email the specific account manager the request including the client's file number
How do we take care of ourselves after a rough call?
Self-Care - everyone answers!!
The affiliate rejects the client file because their practice is full but they did not update their availability - what do we do!
1. Vent.
2. push back if appropriate and cc Krista. If affiliate still rejects - ask them when they will be available to take files? Ask them to update their availability (if on PF) or send a vacation notification form. Ask that they be more vigilant for the future to avoid us having to re-refer.
3. do re-referral if needed
4. post on affiliate thread and ensure affiliate availability has been updated.