You will need access to: therapist database 

Review Consultation Master Template - Admin

Review Rebounds FAQ

The shifts that you have inputted into jane will be the hours in which phone calls will be forwarded to your phone.  Don’t worry, clients can’t hear your personal voicemail. You’ll know you’re getting a call from Rebound because when you answer it will say “you are receiving a call from Rebound Total Health please press 1 to answer” or something of the like. Once you hit the button to answer, you then start your call with a welcome greeting.

When answering calls, please indicate your name clearly and the name of the business and what we do “Thank you for calling Rebound Total Health - Therapy Services , This is suzy speaking, how can I help you today?”

 I understand you may be busy or miss a call during your shift hours. If a call comes through that you miss, please call the client back. Note we receive a notification for each call that comes through, so just be sure to call them back asap.

When clients call, they could be calling from a WIDE range of sources. A lot of the time, they've found a particular therapist on psychology today and they call them, thinking they'll get that specific therapist. So your first line of business for ANY call that comes in is to figure out if they're looking for a specific therapist or if they're looking for general information.

 

Answer the call - Hello! This is (say your name) from Rebound Total Health - therapy services, how can I help you? (I add in therapy services so they know we offer therapy. sometimes people are calling for like a specific therapist and have no idea what Rebound total health is)

 

Therapist database - you're going to want to have the therapist database book marked on your computer because you're going to be referencing it quite a bit in phone conversations. If a client is calling for a specific therapist and that therapist is Full (as per the database) you'll have to let that client know and try to offer other options. “Oh I'm  sorry, that therapist is actually full right now and not accepting clients, but if you're interested we have a couple other therapists with a similar style and approach to __________... would you be comfortable with me emailing you some options?”

 

If the client is looking for a specific therapist and they ARE accepting clients - easy peasy... just get their contact info (phone, name, email), add them to jane and get them booked in for a consultation with said therapist. You will need to know if they'd prefer a telephone or virtual consultation. Note that you cannot book anything in with any therapist with less than 24 hours notice, so the booking must be >24 hours away. If a client would like a sooner consultation, you have to let the client know that we require 24 hours notice but that we can ask the therapist and get back to them. In this case, you gmail chat or text the therapist to ask if they can accommodate a sooner consultation. If you don't hear back within a couple hours, call the client back.

If a client is just looking to start therapy, but doesn't know who they want to work with, you can explain the process of how rebound works (new clients get a free consultation, we take those details and provide therapist recommendations). You can ask them if they'd like to book in for a consultation. If so, get them booked with Malina. Please note.. you CANNOT book in a consultation with another staff with less than 24 hours notice so DO NOT book anything less than 24 hours away for anyone but yourself.

 

A lot of the time clients just have questions. I recommend you go check out the rebound website's FAQ - this has a lot of answers that you can provide to clients. You aren't expected to know everything.. if a client asks you a question and you aren’t sure.. just say that! "say I'm not sure but I can get you an answer in the next couple of hours.. can I grab your email and email you back once I've spoken to my supervisor?" At that point, email/text the clinical director, get the answer and contact that client to provide said answer.

 

Anytime you can get a client’s email, do it. it's WAY easier to communicate with clients via email than us having to call them back all the time. Also, we need their email for Jane anyways. I always inform them to check out their spam folder as occasionally our emails end up there.

When on the phone, you are asked to please use a bubbly, outgoing & down to earth demeanor. You are the first point of contact representing our brand, it is important your voice reflects that.

Within this training ,reference is made to adding clients to Jane and booking them in for a consultation. Below is a training on how to do this.

Booking Clients in for a Consultation

The first step is to add the client to jane:
In Jane select the "Clients Tab at the top"
At the bottom left of the screen you should see "  + new client"
Add their first name, last name, phone number (just one phone number is fine) and email address, then hit save at the top right. They are now added to Jane

The next step is to book them in for a consultation.
At the top of the screen select "schedule"
On the left hand side of the schedule, Select the staff member you are hoping to book the client in with
On that staff members schedule click the date/time where you'd like to book the session
On the right hand side, a "New appointment" pane will pop up.
At the top of this appointment pane, you'll need to first select which session type - you will need to know if they would like a free virtual or free telephone consultation.
Confirm that you selected the correct time.
At the bottom of the appointment pane you will see "Notes" this is a spot where you can add any short notes that the therapist may need to know such as "may be 5 minutes late" or "child & parent will be present". If there is nothing specific to write, don't worry - it's usually blank!
finally, at the bottom right hit "book appointment"