Objection Handling
Name our 3 Identity Based Cohorts
Name both Decision Trees
What is "SUD" and "Eating Disorder"?
The only parent persona named after a color
What is "Green"?
If client is in imminent danger, who should we call immediately?
What is "Emergency Services/911"?
What is the attendance rate for our IOP Program?
What is "91%"?
We offer Release Recovery for the following age ranges:
What is "11-28"?
This Eating Disorder involves fasting, skipping meals, and/or eating minimal amounts of food.
What is "Restricting?"
Emotionally attuned to the needs of their loved ones, advocating for them tirelessly
Genuinely listens to their child, maintaining positivity and hope
What is "Empathetic?"
A client mentions they have passive ideations with no plan. Is this a yellow flag or a red flag?
What is a "Yellow Flag"?
____ Coaches provide tailored guidance, resources, encouragement, and mentorship throughout treatment.
What is "Care?"
A Mom is worried about the IOP conflicting with her daughter's school schedule. How can Charlie Health accommodate?
What is "Flexible Scheduling in afternoons and evenings"?
4 States we provide MAT (Medication-Assisted Treatment)
What is Tennessee, Idaho, Ohio, and Utah?
This persona might have questions around the child’s willingness to participate in treatment: ”How am I going to convince my kid to go to group?” “What if my kid doesn’t attend?
If you get in contact with Emergency Services, which report would the AC need to fill out after a crisis call?
What kind of therapy focuses on teaching skills to manage emotions and improve relationships?
What is "DBT"?
A client has concerns about the cost of the program before scheduling the intake assessment. Name 3 solutions we can provide to overcome the objection.
What Is:
-BPS is free
-Flexible Payment Plans + Financial Hardship (if applicable)
-Only responsible for attended sessions
-We take most major insurances
A caller located in Texas, currently on Suboxone, and needs a new MAT Provider for SUD treatment. Can we move forward with BPS or refer out?
What is "Refer Out"?
For a client who fits the "Scared" persona, what are 3 ways an AC can overcome common objections?
-CH can prevent another crisis
-No waitlists/Immediate Availability
-Share client stories/testimonials
If a client reports active ideations, what are the 3 follow up questions we would ask to ensure safety?
What is:
Do you/they have a plan?
Do you/they have access to stated plan?
Is there someone there with you/them?
We specialize in treating ____ acuity mental health conditions with hyper-personalized, comprehensive care.
What is "High?"
This objection strategy involves offering the client another perspective to an idea.
Ex. An IOP is essentially a year’s worth of therapy squeezed into a few weeks. The main goal of the program is to get a client feeling better at an accelerated pace with consistent support.
What is "Reframing"?
A client was referred to our IOP by an eating disorder inpatient facility. They used to restrict and purge on a daily basis before the inpatient stay, but those behaviors are no longer present after recovery. Do we schedule BPS or refer out?
What is "Schedule BPS"?
Name all 8 Client Personas
What is: Green, Scared, Exhausted, Experienced, Empathetic, “Passenger Seat”, Externalizing, Neurotic
Name the 4 Steps after a Crisis Call
What is:
Document everything that happened in Salesforce
Debrief with your manager or teammate
Fill out incident report
Take a breather
What tab on the website brings someone to the online form where they can submit an inquiry for our IOP?
What is "Get Started"?