Client Interaction, Documentation & Disposition Guidelines

Client retention involves all BUT the following:

• Quickly attempting to disconnect the call due to caller complaint

• • Setting clear expectations around policies and next steps

• • Being empathetic

  • Using active listening skills

• • Problem-solving, taking ownership, and demonstrating patience and emotional regulation

Which is the correct format for Documenting Clinician Offboarding For Psychiatry (Medication Management) Blind Bookings?

• "Previous clinician [INSERT CLINICIAN NAME] offboarded; Enrollment automatically booked [NEW APPT DATE/TIME]

• • "Previous clinician [INSERT CLINICIAN NAME] offboarded; Enrollment reaching out to schedule with new clinician."

• • "Previous clinician [INSERT CLINICIAN NAME] offboarded; Enrollment automatically booked [NEW APPT DATE/TIME] with new clinician [INSERT NEW CLINCIAN NAME]." 

• "Previous clinician [INSERT CLINICIAN NAME] offboarded; Enrollment automatically booked

The Purpose of NP Blind Bookings are to (select all that apply)

• Reduce the back-and-forth communication typically required to reschedule.

• Alleviate extra workload for the Psychiatry team, particularly around managing refill requests or bridge scripts when care is delayed.

• Streamline workflows for the COE agents and benefit the team by increasing their intake booking opportunities.

• Show clients that we prioritize their care by avoiding gaps in treatment or medication management.

These are all examples for using the Disposition DNS: Client Unpersuaded (Select all that apply)

• The caller has Tricare and does not have the referral necessary to schedule.

• • Outbound Call - the contact says it's not a good time to talk, requests a callback at a later time.

• The caller declined to provide their credit card information

• • The caller was gathering information but is not ready to schedule yet.

Scenario: An internal Thriveworks clinician called. Which Disposition should be used?

• DNS: Service Not Offered

• DNS: Third Party

• DNS: Insurance Rep Verification

• Dropped Call / Dead Air / Wrong Number

Scenario: The caller is asking for our fax number, addresses, emails etc. Which Disposition should be used?

• Dropped Call / Dead Air / Wrong Number

• DNS: Third Party

• DNS: Client Unpersuaded

• DNS: Insurance Rep Verification

Scenario: The caller wants to book a psychiatry appointment for a 12-year-old. Which disposition should be used?

• DNS: No availability - Child/Adolescent

• DNS: Client Unpersuaded

• DNS: Service Not Offered

• DNS: No availability - Medication

Scenario: Client has BCBS through Employer, We offer Self Pay. Client declines. Which disposition should be used?

• DNS: No availability - Commercial Insurance

• DNS: Client Unpersuaded

• DNS: SP/Cost

• Dropped Call / Dead Air / Wrong Number

(MUSC) After verifying insurance through the widget, we are okay to move forward with scheduling with all BUT this eligibility status.

• • Found w/ Suggestions

• • Found & Medicaid

• Found & Active

• Out of Network

TriWest Referral Details include (Select All That Apply)

• Effective Dates

• Authorization Number

• Specific clinician to schedule with

• Service Type

• Last Four Of Social