CSR Training Manual

APPOINTMENT CONFIRMATION
MOVE FORWARD LIST
Purpose - To maintain efficiency by contacting clients on the provider
schedule to confirm their attendance.
Purpose - To offer new clients the option of being placed on a list to be seen
prior to their scheduled appointment if earlier appointment is available.
Most people spend
more time and
energy going around
problems than in
trying to solve them.
~ Henry Ford
1. Four (4) business days prior to a clients scheduled appointment they
will receive an automated message reminding them of their appointment.
2. Two (2) business days prior to a client's scheduled appointment the
LPN, or designee, will personally call each client that is scheduled to remind
them of their appointment.
3. New Psych Evaluation appointments must be confirmed by the client.
a. If a message is left for the client, they will be informed that they must
call back to confirm their appointment no later than 3:00pm the business
day prior to their scheduled appointment and if it's not confirmed
their appointment will be cancelled.
b. If a message is left the LPN will provide the CSR phone number for
them to call back to.
c. When a client confirms their appointment the staff member receiving
the call will go into the Scheduling Calendar, right click on the appointment
select Status Update, check Yes for Confirmed and under
Confirmation Notes staff will put their name along with the date and
time the client called; if someone other than the client calls to confirm
the appointment staff will indicate the individuals name and relationship
to the client.
i. Once the appointment has been confirmed a blue bubble will occur
on the appointment.
d. If a client scheduled for a Psych Evaluation does not confirm by
3:00pm the day before the scheduled appointment, the CSR will cancel
the appointment and will proceed to contact clients on the waiting
list in order to fill the vacant appointment time.
4. If a client calls to cancel their New Psych Evaluation appointment, the
LPN, CSR, Access or designee will reschedule the client at the next available
New Psych Evaluation time slot.
We see our
customers as
invited guests to
a party, and we
are the hosts. It’s
our job to make
the customer
experience a little
bit better.
~ Jeff Bezos
Medication Management
1. CSR will maintain the Move Forward List in Avatar.
2. Move Forward List will include the following:
a. Is the client a candidate to access to eCare?
i. Does the client have access to smart phone, tablet or computer?
ii. Does the client's payer cover eCare?
b. If not a candidate for eCare, how much notice would the client need
to get to an appointment?
3. Existing clients will not be placed on the Move Forward List. If an earlierappointment
is needed it will be scheduled during one of the permitted
overbooking times.
Mental Health and Substance Use Therapy
1. The therapist will maintain the Move Forward List and notify the CSR
when they are able to take a new client.
DISCHARGE
Purpose - To maintain efficiency of services prior to discharging a client.
Medication Management
1. The Peer Specialist or designee will run the 180 day report at least once
a month.
2. Staff will call all clients who are on the 180 day report.
a. If the client does not answer staff will leave a message notifying
the client if they do not contact the office within 7 days they will be
discharged.
Therapy
1. The assigned therapist will run the 30 day report at least once a month.
2. The assigned therapist will call all clients who are on the 30 day report
a. If the client does not answer staff will leave a message notifying
the client if they do not contact the office within 7 days they will be
discharged.
b. If the number is invalid staff will mail a letter to include a deadline to
respond by prior to discharge to include a deadline to respond by prior
to discharge.
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CSR TRAINING MANUAL