Who Do I Contact?
A client emails a complaint about a clinician
Forward the message to the site director, manager, and clinical supervisor
A client has been declined 2x because of a risk assessment
Answer the thread and add Charley and inquire about an intake risk session
A clinician asks if the admin team can close an open spot
Redirect them to Ashley's open spots email to close the spot.
A prospective client asks if they can have a consultation with X clinician who does not have openings
We do not offer consultations with clinicians who do not have openings, send them to the waitlist or offer other clinicians
The name of Ashley's Dog/Daughter
What is Lillie Pearl?
A client emails/text/calls and says they will be running a minute late to session
Contact the clinician via SP and if time allows, text the clinician
A client emails the office and states they would like to cancel all of their appointments
Respond to the client (with the correct template) with the clinician, manager, and supervisor CC’d
A clinician emails ADMIN@ letting the team know they have a client who is returning to therapy after a long time and they have placed a hold on their calendar
Redirect them to the clinician's manual (section about transferring to a new therapist/second service) and to send the hold as an email to office@
An existing client asks if they can start a payment plan or a reduced session cost
Ultimately this is up to billing and the client's site director. Add billing, the clinician, and the clinician site director to the thread/redirect the client to billing to inquire about a payment plan
The name of Tracy's daughter
What is Jade?
A client is angry/upset about a late cancellation fee and contacts the office
Forward the message to the clinician with the site director, and manager CC’d
Someone other than the client/prospective client contacts the office asking about the client/prospective clients appointment/inquiring about the appointment/asks to cancel all appointments
We do not speak with anyone other than the client without an ROI on file. We cannot confirm nor deny if the client even is a client of the practice. Let them know that we cannot speak to them due to HIPAA and that the client will have to contact us directly.
A clinician emails ADMIN@ with a client CC'ed
Remove the client from the thread, let the clinician know to resend the email to office@ and that admin@ is to be treated like a personal phone number, we do not give it to clients
A prospective client asks if they can be a WEEKLY floater for an existing clinician
Loanys favorite color
What is Purple?
A client emails the office about being overcharged and you have already investigated and cannot figure out the overcharge/it is not deductible related
Forward the message to the billing department
A client states they cannot do the weekly recurring appointment on the Quick Intake Form
Message (or call if time allows) the client on GV and confirm, give a deadline of 5:00 PM the SAME DAY. If no response, decline.
If it okay that their individual client is actually a couple and gives us a "heads up"
No, its not okay. They need a couples profile and for the other person to be onboarded.
A prospective client asks if we can offer services on a sliding scale
We cannot, however, if they are part of the LGBTQ+ community, we can refer them to the Hudson Pride Center to have an intake and be referred back to us for services.
Kayla L's majors in college (hint--she had two majors)
What is criminal justice and psychology?
A client emails about an insurance audit
Forward the message to billing@ with Elizabeth CC’ed
A parent messages the office and states only one parent can make it to the parent intake session
Let them know that as long as both parents have consented to therapy and both parents are copied to the email regarding scheduling the parent intake, then you can proceed with onboarding. If a parent calls and lets the office know that only parent can attend the parent intake session, that is fine, as long as both parents are receiving appointment reminders and both parents are still invited to the parent intake appointment
A clinician asks the admin team if they can offer their client a reduced rate for psychotherapy services
No, we cannot, but billing can! Add billing to the thread.
A perspective client calls from the waitlist and asks how long it will be to work with a clinician because they have been waiting for a while and the clinician does not have openings still.
Tell them the clinician does not have openings, however, we can offer them an intake assessment with Charley to have them matched with another clinician who may suit their needs to get them started sooner.
Theresa's dogs names
What are Scout and Finn?