Salesforce Documentation
You just sent follow up #2 to a client. This is what you update in Salesforce...
Edit 'Status' for due task to "Completed - Follow Up Needed" (click save)
Change 'Type' for new task to "Text"
Add note to SF
This team member works on faxes when there are no scheduled calls to make and no clients "available now" for a call...
OB Team Member 2
A client was referred by their OP therapist for care. You just sent f/u #4 to client via text. This is what you do now...
Call the referring provider to share the status of the referral.
Update the due task as "Completed - Successful"
Add a note to SF about the text sent to client and the call to the provider.
Unqualify the lead as "unresponsive"
This is the number of follow ups we do
Four
A client texted back and shared they are available for a call on Friday at 9am pst. This is what you update in Salesforce...
Update the upcoming task and change the due date to Friday's date and the due time to 11am. Do NOT update the task status. Add a note to SF indicating that the client texted to request a call on Friday at 9pst.
**important reminder: all times are entered in SF in CST so you must convert client time zones accordingly**
An email call out is sent to the team. This is the team member that completes the task, and this is what they do...
You are OB Team Member 1 and two clients just texted stating that they are available now for a call. This is what you do...
Message the OB team group chat to alert team members 2 and 3 that there are two immediate call outs needed. If either of these team members are unable to assist with the immediate call outs, you toggle to your personal RC line and make an OB call
These are the only clients that are allowed to schedule intake via text...
Online registrations (ideally we still get them on the phone to verify information)
A client texted to ask when their intake appointment is. This is what you update in SF...
Add a note to document the text exchange. Do NOT update task status
Outbound team member one is responsible for...
- Sending all text f/u's on the Leads/Opps lists
- Responding to all IB texts
- Updating SF with scheduled calls
- Updating the rest of the OB team when there are new calls added for the day
- Making overflow OB calls when there are multiple scheduled calls or "available now" clients
You are on the fax team and you are ready to reach out to the client. This is what you do...
Toggle to the texting line, text the client "f/u 1 referral client contact", toggle back to your personal RC, update SF
These are people we never text...
Providers
Outbound team member 2 made a scheduled OB call and left a voicemail. This is what they update in SF...
- If f/u 2 or 3, update task status to "completed - follow up needed". Click save. Go into new task and switch type to "text". Add note to SF.
- If f/u 4, update task to "completed - successful", add note to SF, and unqualify
The Embedded Agent status of each OB team member is...
- Team member 1: Unavailable Admin Other work
- Team member 2: Unavailable Admin Other work
- Team member 3: Available
A client texted to share they are no longer interested in moving forward. You...
Send the client the "No longer interested" templated text. Update SF: task completed successful, note, unqualify
These are our texting hours...
9a - 5p cst