CALL FLOW
This should be asked for on every single call to ensure we know how the caller found us
What is the referral source
What is 20%?
Where you can find the latest information on insurance contracts, restrictions, private pay rates, and more
What is the insurance reference guide?
A caller who is not seeking help with mental health or substance abuse (i.e. a marketing call)
What is a trash lead or not a lead?
The updated guide to all of your outpatient needs
What is the Outpatient Reference Guide 2.0?
Our team goal for inpatient admissions this month
What is 100?
What is $4000?
AS now have the ability to input these and should be doing so unless they have questions about the insurance
What is a determination?
Our newest OP facility slated to open soon
What is Green Hills?
This is the person in control of the call
Who is the person asking the questions?
This program just launched and includes weekly virtual meetings, events, monthly workshops, and a podcast. It is a great talking point to potential patients.
What is the Alumni Program?
We now accept this insurance at VHTX and VHMS IF they have PRIME and OON benefits.
What is Tricare?
This should be run on every insurance through Salesforce
What is VerifyTX?
These two OP facilities will soon be combining into one building
What is IAC and Oak Court?
This describes the amount of time a caller should be speaking vs the AS speaking
What is the 80/20 rule?
What phrase does Ashley never want to see in a NAD (with the exception being a form lead we've yet to reach)
The four pieces an AS must share when going over insurance
What is INN or OON, deductible, out of pocket, and that patient will be billed for anything insurance doesn't cover
An example of this: "Patient qualifies for FMLA. Bringing paperwork. Premiums are paid by patient while on leave."
What is Proof of Continuing Coverage?
This program's PHP and IOP will soon be divided into two different facilities for determinations (i.e. Get Well Road)
What is VHOC Swinnea?
What is 5 minutes?
The four core treatment modalities
DBT, CBT, MAT, Motivational Interviewing
What is reduced rates, refund policy, and billing after treatment for medications and labs?
The caller dials in on Vertava Health of Texas, so we update this box with the assumption that their intent is to come to that facility.
What is the Intended Facility?
When we should call the on call doctor for IAC after 9pm