Openers
What emails should be done first thing?
OOO
Out of Office
Sick today
Please clear my schedule
...etc
How often should you tidy up
3 times a day!
what item is at every location explaining what you need to do while you are covering a location that is not your home base?
Coverage Cards located on the computer Monitors
What time do you set to not ready before logging off?
6 PM
Who are your Leads?
Alicia Carter
Katy Pannek
Hailey Slotvig
Emily Gullett
Andrea Kerr
What time should you be set to ready on Agent?
8:00AM
How often should bulletin board items be updated?
Monthly
What extension do you transfer client's looking to get enrolled?
Access to Care! - 012082
What should be emptied every night
Shred bin
Who are our Supervisors?
Rachel Stenson
Brandy Stahl
Alisha Hunter
Thea Anderson
List these emails in order of importance (1= most/4=least):
-Previous night's unanswered emails
-OOO emails
-A list of clients to call for an MHCP
-Urgent emails
1. OOO emails
2. Urgent emails
3. Previous night's unanswered emails
4. Any other email request
What things need to be turned on first thing in the morning?
Sound Machines
TV
Radio
What three Credible job aids should be open daily?
Resource List
Zoom master list
Zoom group master list
What happens if you forget to log out of Agent
When a client calls in, the phone connected to the active Agent line will continuously ring and the client will not be able to leave a VM
What two companies combined to form FBH?
Spokane Mental Health
Family Services Spokane
Who's job is it to do Voicemails?
who ever is listed per the Assigned tasks document.
Who do you email for more bus passes?
Accounts Payable
What report should you open daily? And why?
Daily appointment report. To check for change of address and/or phone number, and to check for any ancillary appts or forms needed.
What 3 things need to be locked up every night
Bus Passes
PHI
Name all FBH OP Locations
Pines OP
Jeff Thomas Center
Mary Higgins
Boone OP
Rock Pointe OP
Lidgerwood OP
Raschko OP
What times do voicemails get checked?
7:30, 7:45, 8:00 and 8:15
What do you do if there are still client's in your lobby at 6pm
While you do not have to wait for clients or their support to leave, if they are in the lobby on or after 6 pm. Use your best judgement and consider to email a on site clinical supervisor or staff member so they are aware.
If a client is rescheduling an orientation group what needs to be done after?
Quickstep sent to ATC stating..
Client- ID
Date/time of original orientation, date/time of new orientation, department/ location
What should you do before your mid CSR leaves for the day?
Clean that lobby!
What training program is every employee required to complete every year of employment?
Relias