Special Situations
A caller from WA does not want to schedule an assessment because they are worried about cost. What do you do?
Route to phone intake.
What is the verbiage we use to quote insurance coverage?
"Typically in-network" / "Typically out-of-network"
What if I'm asked about commitment to moving forward? I say...
"I want you to know completing the assessment is not a commitment to enter treatment. It helps you better understand your situation and how we can support you so you can make an informed decision about your care. Let’s start with your date of birth…"
It's after 4cst, and I scheduled a TH appointment for tomorrow morning. Now what?
Set up the SV
Where does the phrase, "raise a toast" come from?
The Ancient Romans used to drop a piece of toast into their wine for good health
How do we explain a phone intake when a caller asked about cost?
"Complimentary assessment over the phone"
What if I'm asked how soon someone can admit to programming? I say...
If ATC is Green: "We currently have availability in the program you are interested in and should be able to get you started soon. Wait times can change quickly, however, so there is no guarantee on an exact admission date until you complete the entire admissions process."
If ATC is Red and says (ex 3-4 weeks): "We currently have roughly a 3 week wait for that program. Availability can change quickly, however, so this could change."
I answer an IB and hear nothing on the line. Now what?
Dial out to that number immediately as a follow up
The mother of a 7 yo calls looking for residential care for their child. How do you route it?
Escalate the case to leadership. If the family is willing/able to go to the SE region for care, we may be able to treat them with site approval.
How do we explain adolescent attendance for a phone intake when a parent asks who needs to be on the call?
"We highly encourage your child to attend, and the therapist will individualize the appointment based on your child’s age and your family’s needs."
What if I'm asked why we can't schedule an assessment for someone that has in-network Medicare insurance for only OP and are located in MN? I say...
"While you have INN benefits for OP, our clients are typically recommended for a higher level of care, and we are not currently accepting new patients in our OP practice."
Allodoxaphobia is the fear of what?
Other people's opinions
A caller from Texas has a G-tube. How do we route for an assessment?
Route to phone intake. Tubes are assessed by the medical team and are no longer an immediate rule out.
What are baby rabbits called?
Kits
What was the last letter added to the English alphabet?
J! The letter dates back to 1524, and before that the letter 'i' was used for both the 'i' and 'j' sounds.
A caller was assessed by us 5 1/2 months ago. What kind of assessment do you schedule?
Phone Intake Update