EAP & Clinical Doc
What is the ComPsych standard greeting when answering the phone?
Thank you for calling ComPsych Guidance Resources. This is . How may i help you?
I have questions about my health insurance. How do you proceed?
Check to see if they have Health Champion
If not, Refer the caller/client back to their Human Resources or Employee Relations Department.
A client is calling seeking legal services because of workplace discrimination. What would you do?
Empathize with the client and refer them back to their Human Resources or Employee Relations Department.
Note: Check to see if the client can benefit from counseling services and offer an EAP referral.
Who can request a CISM service?
The requestor can be HR, management or a designated employer representative. NOT an employee.
Name any 2 places outside the USA, where ComPsych has an office?
1. Canada
2. Costa Rica
3. London
4. Manila
5. Shanghai
6. Mumbai (Non clinical)
7. Prague
Name any three times we can offer a Routine Custom Request to the Client?
This is the note category/group FamilySource is listed under in CPP.
Work-Life
Name any three financial issues that FinancialConnect can support a client with?
- Standard Loans, Hardship Loans, Home Equity Loans, Borrowing Money
- Financial Planning, Budgeting, Estate Planning
- Taxes
- 401k's, IRA's, Stocks, Investments
- Pension, Retirement
- Home Morgages,
I punched someone in the throat at work and called in but my employer did not. What would you do?
Standard Referral
You are on a call with an international caller.
1. Where will you go to locate a GE for the EAP referral?
2. Do you have to create a GRA for the referral?
1. Use the "International" tab in CPP.
2. No, you DO NOT have to create a GRA
When offering a standard referral for a minor, what is the one line in your documentation section that is different?
GC/GS added BIO MO/FA as authorized representative
Since FamilySource does not require us to provide a GRA# to the client. What should we provide the client before ending the call and document in our note that it was provided?
The Client Number
How long are the following consultation appointments?
1. LegalConnect Telephonic Consultation?
2. FinancialConnect Telephonic Consultation?
Both are 15 minute consultations.
What is the proper procedure to follow for a CISM request during business hours (Mon-Fri 7am to 7pm CST)?
- Locate the customer Account in CPP.
- Click “Account Events” in the navigation bar and proceed to complete the CISM Event Request
- Once request is submitted wait in After-Call until confirmation is received from the CISM Team.
- if no confirmation is received in 5 minutes follow the call guidelines listed in the CISM training manual Pg.4
I am calling from Canada and I want a therapist and an attorney because I’m going through a bankruptcy.
1. Which assessment will you use for the counseling referral?
2. Where will you go to search for a Legal Specialist in Canada?
1. GRU Intake Assessment
2. CPP - Non Clinical GE Tab
I have the Telehealth Counseling (TC) only benefit and I would like to get a session for my 15 year old child. What would you do?
Scheduled the client with a local provider since TCs do not see clients under the age of 18.
What is the turnaround time for a FamilySource request? Is this different for Urgent and VIP requests?
The turnaround time for FamilySource requests is within three (3) to five (5) business days. Urgent and VIP Requests have a 24-hour turnaround time.
You created a GRA, FC Appointment Note, and notified the Financial Specialist of a scheduled client appt. What is the last step you need to remember to do before taking your next call?
Make sure to attach your Note to the FinancialConnect GRA that was created.
Which 3 companies have special Formal Referral note templates
Exxon Mobil
State of Ohio
DuPont
I am calling from Manitoba, Canada and I have received a Notice to Move from my residence. I might need Legal help. What will you do?
1. I will direct the client to contact their province's Residential Tenancies Branch and speak with an Officer there.
2. I will also check with the client if they need a referral for EAP services.
How many EAP sessions will you approve for the following?
1. Standard EAP?
2. Risk Case?
3. California?
4. Internal Telehealth Counseling?
5. Client Centered Model?
1. Standard EAP? All
2. Risk Case? 2
3. California? 3, Unless noted as Approve All
4. Internal Telehealth Counseling? 1
5. Client Centered Model? 3
When should you schedule a client for a Consultation with the Child Care or Elder Care Specialist?
We can schedule the client for a consultation with the CC or EC specialist for any of the following questions or concerns:
- What type of care is appropriate / needed for the situation?
- How can I find appropriate resources?
- What is the associated cost? Will I be able to afford it?
- Family members have different opinions regarding the care/services needed.
- Client has multiple questions regarding the services.
What is a Law Point referral and who can it be offered to?
- Referrals to a in-network local attorney for a free 30-minute consultation and a 25% discount on legal services.
- Can be offered to clients who have LegalConnect and would benefit from or need legal representation.
What is the right Referral Source and Triage Level to use when creating a Formal Referral GRA?
- The Referral Source for FR GRA: Formal Referral
- The Triage Level for FR GRAs: Urgent
You have a client calling from Canada and is requesting additional sessions. How will you proceed?
- Check the PD to determine if the session model is ‘Client-Centered’ or a standard capped.
If the account has a ‘Client-Centered’ model, assess whether the client is calling regarding a new presenting issue or their existing one.
- If the issue is new, open a GRA and certify three (3) sessions accordingly.
- If the request is to continue seeing the GE for the current presenting concern, advise that a clinical care reviewer (CCR) will contact the GE directly to review the case.