Refunds/ Policies
True or False, the Dr fee can always be refunded
What is false
When should you pitch i-train?
Always for PSA or dogs! Even if ESA you can pitch iTrain
What kind of animals can be ESA?
PSA?
Any kind! Any breed, size or age
Dogs and miniature horses
How much is the RAF fee?
$25 US dollars + tax
Everything you put in Lead you put in
What is Sticky
What 3 skills should you be on at all times if you are not on break/meal?
What is Voice, VM, text
Name the retention programs we offer for iTrain
25% off
50% off
Free month
What is the difference in the actual ESA VS PSA letters and why?
ESA will include the pets information while PSA will not. The doctor cannot verify the training of a PSA therefore we cannot include pet info
Will the Doctor complete a RAF, if the initial doctor evaluation fee was not paid?
NO! Both the initial evaluation fee and RAF/ MPVF copay will need to be paid before the doctor will complete the form! If their initial doctor fee has declined four times, add the client into " Charge a Doc fee " chat!
Where do you upload a HIPAA/POA at?
What is lead
When should you read the authorization script?
Any time you are collecting payment information over the phone!
What does the PT need in order to fly with their service animal?
Training, and the DOT form
Tell me about the 30 day Law and every state that is affected
30 day law, PSA can get around. CA, AR, LA
Tell me the differences in a RAF and MPVF
We need three items to complete a RAF - The actual requested form in Monday, the $25 copay, and a signed HIPAA release form. We cannot add a due date without these.
We need three items to complete a MPVF - The $25 copay, A signature on the requested MPVF + added into Monday, AND the reasons for EACH animal ( has to be different reasons )
You can search ___ by using a patient ID, but not ____.
What is Lead, Sticky.
What is the Letter Guarantee?
At the time of customers initial purchase, they are offered the letter guarantee. This guarantee assures customers that if their application is rejected by their landlord or housing complex, we will issue a refund for the registration cost. The Dr fee is non refundable.
Name a few service animal tasks
Deep pressure Therapy
Notification
Barrier/ Protective Guarding
Where are ESA protected? Where are PSA protected?
ESA are protected in your home under the FHEO
PSA are protected in public and on public transportation under the ADA
The process for RAFs take
DOUBLE !! Processing time for Dr. Cindy Feng's RAF take
2 business days
7-10 business days
After doing an add on payment through sticky, where should the add on items be added for the patient?
In lead, and then we will need to notify FF for any shippable items added on
What is our refund policy ?
Case by Case basis only
If letters have dropped, we cannot refund
Shippable items can be returned and refunded if in good condition
How do you stop an iTrain and what should you do before you cancel? ( Please name the tab to notate under too in Monday )
First try to save the sale unless they have completed the training or have a cat, Stop in sticky, for iTrain notate in iTrain cancelation
Tell me where ESA's are not allowed ? PSA's?
Buildings with 4 units or less and the landlord occupies one of the units
Single Family housing sold or rented without a real estate broker
Hotels and motels are not considered permanent housing
Shelters are not considered permanent housing
_________________________________________
Public health rules (such as entering a public swimming pool).
Religious institutions are exempt from the ADA and are not required to permit access to service dogs.
What three things are needed in order to add a due date to Monday RAF tab?
RAF pmnt, requested form in Monday, and HIPAA release form on file.
( Bonus if its a MPVF we need reasons )
Explain what Lead is used for
Explain what Sticky is used for
Explain what Five9 is used for
DAILY DOUBLE!
Lead is our patient profile system. Holds HIPAA forms, patient info, pet info, etc.
Sticky is our money system, where we can see declined charges, if charge went through. Where we can see if someone blacklisted us
Five9 is our communication system with clients, we can receive calls, call clients and email clients as well