Rachel - Client Coordination & Emailing
Your primary job is to do all things 'client coordination' which involves making sure clients get where they need to go - from the first time they reach out to completing a paid session, it's your job to be supporting them and following up along the way.
The admin inbox should be organized and empty at the end of each shift.
Depending on the emails you get, you'll see draft email templates in the "drafts" section of the inbox. You can use these templates to help you respond to different client queries. If using a draft template, you must edit the details of the template to suit the client/client needs
Where to find these "templates?"
Go to your email in box, put your mouse over "Mail" icon at the left. Click Drafts. Anything listed with stars is a template.
Click the template you want to use, highlight the text, right click "copy"
Now that you've copied the email body, we want to draft our response to the client or an email to the client.
If you're starting a new email from scratch, go to mail icon, then click compose
(note if you are just replying to an existing email, you do not compose a new one, you just reply to the client email)
Now "paste" your template, by right clicking then hitting "paste"
Add the recepient
Add the subject line
Edit the details of the template. The therapists name, the booking link always need to be changed. If the clients name is referenced, change the clients name.
Double check your email, then send.
When sending emails, always be super chipper, happy and expressive. We use lots of exclamation points and like to end emails with sentences such as "If at any point you have any questions or concerns, just reach out - I'm here to help!"
This is critical as this is part of our brand.
Using the "snooze" function
Using the snooze function basically means you are telling an email that you want it to come back to your inbox in X amount of time.
This is great for when you send an email and you want to make sure you follow up with that client again if you don't hear from them in X amount of time. Again, since its your job to ensure clients make it from initial reach out to a paid therapy session, these follow ups are critical.
To use the snooze function....
Select the email you want to snooze (note you can select emails in your inbox OR in your "sent" folder (emails youve sent to folks that you want to follow up on))
Once in the email, select the clock icon and then select the date/time you want that email to pop back up in your inbox to remind you to follow up. You can opt to select a preset date/time or "pick date & time" to customize the date/time you want. The email will then come back to your inbox at the time you select.
Below we've listed different scenarios for what you might find in the inbox and how to proceed....
Clients inquiring to work with a specific therapists
Places you might get these emails from - psychology today, clients referencing "finding a therapist on affordable therapy network" , open path collective and more.
We frequently get emails for specific therapists. It's your job to get the information to the correct therapist.
An example is psychology today. Psychology today will tell you which therapist the email is for. You need to determine if the therapist is accepting clients or not (therapist database). If the therapist is accepting clients, you copy-paste the information the clinician needs, then draft a new email, paste the information into the email, then add the recipient (therapist email format firstname@reboundtotalhealth.ca). The subject line for new inquiries should always be "NEW CLIENT INQUIRY XX" XX should be first initial last initial, so NEW CLIENT INQUIRY BB. We use all caps to distinguish client inquiries in therapist inboxes.
Completed Consultations, Waiting to Be Matched
Once the client coordinator (Malina) has completed a consultation, the blurb write up of the consultation will be sent to the admin email. These emails will come from Malina and the subject will be formatted as "CLIENT ####" Brittany will read the write up and determine which therapist will be best for the client. So, you'll see the email, and then Brittany will hit "reply" and type in the therapist name. This will allow you to know which therapist this email need to be connected to. It is then your job to follow the next two steps
1) Inform the therapist that they have a new client
Draft a new email.
Title the subject " NEW CLIENT ####"
Copy paste the blurb Malina sent.
Edit recipient to the therapist (firstname@reboundtotalhealth.ca)
Send
2) Send a bridging email to connect the client and the therapist
- to do so, you're going to go to the draft templates, and you're going to use "Starting Therapy at Rebound" Template.
You will need to edit al the details, as always. Hit compose, and then for recipients you need to include the therapist and the client. To find the clients email, search their 4 digit client # on jane.
- edit the template, then hit send.
Snoozed Emails from "No shows"
You will need to reference the follow up spreadsheet found here: docs.google.com/spreadsheets/d/1yEeqPXKQD9a4f...
As per some of the other daily and weekly tasks, you will be sending lots of emails following up with clients who didn't show to their first sessions or consultations. The process is to send those clients an email, and to snooze those emails to make sure you proceed accordingly. When the email returns to your inbox, you want to see if that client has gone ahead and booked. You can do so by searching the client email in jane, and checking up coming appointments. If they have an upcoming appointment or have completed a paid session, you can update the now show follow up spreadsheet to state that they have "booked in", and then just file the email into the "clients folder"
If the client still has NOT booked in or had a paid session, you will need to set them to discharged and then update the follow up spreadsheet
To discharge a client, follow the following procedure:
The admin inbox should be organized and empty at the end of each shift.
Depending on the emails you get, you'll see draft email templates in the "drafts" section of the inbox. You can use these templates to help you respond to different client queries. If using a draft template, you must edit the details of the template to suit the client/client needs
Where to find these "templates?"
Go to your email in box, put your mouse over "Mail" icon at the left. Click Drafts. Anything listed with stars is a template.
Click the template you want to use, highlight the text, right click "copy"
Now that you've copied the email body, we want to draft our response to the client or an email to the client.
If you're starting a new email from scratch, go to mail icon, then click compose
(note if you are just replying to an existing email, you do not compose a new one, you just reply to the client email)
Now "paste" your template, by right clicking then hitting "paste"
Add the recepient
Add the subject line
Edit the details of the template. The therapists name, the booking link always need to be changed. If the clients name is referenced, change the clients name.
Double check your email, then send.
When sending emails, always be super chipper, happy and expressive. We use lots of exclamation points and like to end emails with sentences such as "If at any point you have any questions or concerns, just reach out - I'm here to help!"
This is critical as this is part of our brand.
Using the "snooze" function
Using the snooze function basically means you are telling an email that you want it to come back to your inbox in X amount of time.
This is great for when you send an email and you want to make sure you follow up with that client again if you don't hear from them in X amount of time. Again, since its your job to ensure clients make it from initial reach out to a paid therapy session, these follow ups are critical.
To use the snooze function....
Select the email you want to snooze (note you can select emails in your inbox OR in your "sent" folder (emails youve sent to folks that you want to follow up on))
Once in the email, select the clock icon and then select the date/time you want that email to pop back up in your inbox to remind you to follow up. You can opt to select a preset date/time or "pick date & time" to customize the date/time you want. The email will then come back to your inbox at the time you select.
Below we've listed different scenarios for what you might find in the inbox and how to proceed....
Clients inquiring to work with a specific therapists
Places you might get these emails from - psychology today, clients referencing "finding a therapist on affordable therapy network" , open path collective and more.
We frequently get emails for specific therapists. It's your job to get the information to the correct therapist.
An example is psychology today. Psychology today will tell you which therapist the email is for. You need to determine if the therapist is accepting clients or not (therapist database). If the therapist is accepting clients, you copy-paste the information the clinician needs, then draft a new email, paste the information into the email, then add the recipient (therapist email format firstname@reboundtotalhealth.ca). The subject line for new inquiries should always be "NEW CLIENT INQUIRY XX" XX should be first initial last initial, so NEW CLIENT INQUIRY BB. We use all caps to distinguish client inquiries in therapist inboxes.
Completed Consultations, Waiting to Be Matched
Once the client coordinator (Malina) has completed a consultation, the blurb write up of the consultation will be sent to the admin email. These emails will come from Malina and the subject will be formatted as "CLIENT ####" Brittany will read the write up and determine which therapist will be best for the client. So, you'll see the email, and then Brittany will hit "reply" and type in the therapist name. This will allow you to know which therapist this email need to be connected to. It is then your job to follow the next two steps
1) Inform the therapist that they have a new client
Draft a new email.
Title the subject " NEW CLIENT ####"
Copy paste the blurb Malina sent.
Edit recipient to the therapist (firstname@reboundtotalhealth.ca)
Send
2) Send a bridging email to connect the client and the therapist
- to do so, you're going to go to the draft templates, and you're going to use "Starting Therapy at Rebound" Template.
You will need to edit al the details, as always. Hit compose, and then for recipients you need to include the therapist and the client. To find the clients email, search their 4 digit client # on jane.
- edit the template, then hit send.
Snoozed Emails from "No shows"
You will need to reference the follow up spreadsheet found here: docs.google.com/spreadsheets/d/1yEeqPXKQD9a4f...
As per some of the other daily and weekly tasks, you will be sending lots of emails following up with clients who didn't show to their first sessions or consultations. The process is to send those clients an email, and to snooze those emails to make sure you proceed accordingly. When the email returns to your inbox, you want to see if that client has gone ahead and booked. You can do so by searching the client email in jane, and checking up coming appointments. If they have an upcoming appointment or have completed a paid session, you can update the now show follow up spreadsheet to state that they have "booked in", and then just file the email into the "clients folder"
If the client still has NOT booked in or had a paid session, you will need to set them to discharged and then update the follow up spreadsheet
To discharge a client, follow the following procedure:
Deactivating Clients in Jane
Step 1: Chart
Click client’s profile –> Chart -> New Chart Entry -> Termination
Date of Discharge: Insert Todays Date
Reason for Discharge #4 or #7, depending on your findings.
If #4) Copy-Paste the following next to #4 “Have not heard from client after general consultation”
If #7) Write in the reason which is probably something like “client did not proceed with any action or communication with Rebound”
Condition of Client Upon Discharge: #5 and copy paste the following beside #5 “Client has not communicated with Rebound Total Health” or “Client has not communicated with Rebound Total Health after consultation” depending on if they have had a consultation or not.
Final Communication with Client Type “N/A”
Sign the chart – bottom right of chart note.
Step 2: Deactivate
Click Clients profile -> edit/settings -> scroll down until you see “discharged” -> Select the “discharged” box.