Process Guide
Clinical and Administrative
Clinical Intake Process
Step One
A client inquires services to The Shea Center main email or phone line. Depending on availability, the Office Manager completes the following Intake steps.
Both the potential client and therapist has the option to request a free phone consultation
If consultation is requested, Office Manager schedules and updates therapist’s SimplePractice calendar of consultation appointment (typically this is a 15 minute phone call)
If applicable: Once consultation is complete, the therapist emails the Office Manager the following:
Subject Line: Consultation Completed
Body: Jada, I completed therapy (or coaching) consultation with Johnny Appleseed and we both agreed to move forward with intake process. Please check benefits and send portal.
OR
Body: Jada, I completed therapy (or coaching) consultation with Johnny Appleseed and we both agreed to refer this client to an alternate provider.
***Please ask/add any other office management-related pertinent information brought up in consultation.
Step Two
1. Office Manager sends the client an email with a link to their client portal via SimplePractice
2. Office Manager confirms required documents, valid ID and credit card (both unexpired) are collected via client portal
If applicable: Office Manager confirms client’s insurance benefit coverage. Clients are encouraged to confirm their own benefits as well.
3. Office Manager schedules initial Intake Assessment (standard 50 minute session unless therapist requests extended time) per therapist’s established availability via SimplePractice.
Clinical Evaluation & Ongoing Process
Step One
1. Therapist completes initial Intake Evaluation session
2. In SimplePractice, therapist completes the following:
3. Add Diagnosis (preliminary)
4. SimplePractice will open a drafted Treatment Plan at this time. Therapist is to complete and finalize no later than the third session following intake.
5. Once treatment plan is collaboratively completed, therapist must share document via SP and obtain client and supervisors signatures (if applicable).
6. Add Intake Evaluation Psychotherapy Note (see templates section)
7. Add & finalize Intake Evaluation Assessment before EOB that week.
8. Therapist is to refer client back to the Office Manager for all ongoing scheduling and billing related tasks
9. Therapist is to add any additional pertinent information as a Chart Note. Examples to include, but not limited to, notes from a client call, copy/paste contents of an email, document, collateral information provided from treatment team provider (with provided written consent) etc.
10. Therapist is to collaboratively update treatment plan with client every 90 days
Discharge Process
Therapist is to complete Discharge Report within two weeks of the last appointment
Therapist is to mail and email client a copy of their discharge letter (see templates section)
Therapist is to advise Office Manager of client discharge
Office Manager is to complete all outstanding billing tasks prior to deactivating client status in SimplePractice
NON-CLINICAL RELATED TASK REQUESTS
Please send any non-clinical related task requests/notifications to Office Manager via email.
Examples to include, but not limited to:
1. Sending Release of Information (ROI’s)
2. Client notified therapist of shedule updates/changes
3. Client requested documentation be sent to external entitity (Disability, lawyer, other provider, etc.)
4. Client requested a medication management referral
5. And more!
** If therapist is under supervision, attending supervisor must be cc’d on these requests**
Administrate Intake Process
Incoming Referrals
Referrals come in all forms of communication such as phone calls and emails.
Phone Referrals
Greet Example:
“Hello, thank you for calling The Shea Center for Mental Wellness, my name is ______. How may I assist you today?”
Gather Client Details(required):
-First and Last Name
-Phone Number
Referral may disclose more details or want a consultation. Based on the information given, we will work together to see the client is matched with the best fit therapist.
Key Points:
Explaining the client portal.
Phone or in-office assistance available (give our contact information).
Ask if they have any questions.
Welcoming exit to conversation: “We look forward to working with you.”
Greet Example:
Hello (Referral Name),
We are so glad you reached out to The Shea Center. My name is _______, and I’ll be assisting you with intake and scheduling. I am going to send you another email, this is a link to our client portal. You will be able to securely add your personal and insurance information. Once completed please reply to this email letting us know. At that point, our billing agent will check your benefits and be in touch with a quote and to schedule. If you have any questions or need assistance, please reach out to us. We look forward to working with you (Referral Name).
.
For additional support with the Client Portal please contact 502-387-1224 to schedule a time to come into the office where we can better support you.
Warm Regards,
Jada M
Personalize the email:
-Answering specific questions
-Replying to certain remarks
-Repeating clients name at least once
-If client is hesitant, offer consultation times available.
F.AQs:
” How much will it cost?”
Explain to the client that the billing department will be in touch before scheduling to discuss benefits and payment options.
“Do you take my insurance?”
Alecia Mosley and practicum students practicing under her license accepts the following insurances: Anthem, United HealthCare, Wellcare, Passport by Molina, Cigna
“When is the soonest I can get an appointment?”
Explain to the client that the intake process can take 3-5 business days and let them know once they have spoken to the billing department they will be able to schedule. If they are your client, you can give insight on your availability.
At times we may be on a waiting list. A waitlist template will be provided for those times.
Simple Practice Intake
1. Sending client portal
Required to send: Consent for Electronic Communications, Standard Intake Questionnaire, Professional Supervisor Disclosure Statement, Demographics, Credit Card Information
Include other intake forms when necessary (Long, ADHD Self Report Scale, Adolescent)
Setting up the Client Portal – SimplePractice Support
2. Before telling the billing department to check benefits be sure the client has uploaded the following:
Insurance card uploaded.
Photocopy of DL/ID’s uploaded and match
Credit card is on file.
Demographics complete (Birthday is often missed)
3. After checking benefits: (For training purposes but will get to practice!)
-Admin note on benefits with date and initials.
-Go to billing settings and update deductibles, copays and coinsurance.
Getting started with client billing – SimplePractice Support
4. Contact client, explain benefits.
(Clients may contact their insurance provider for more information)
-If agreed upon, move forward with scheduling
- First appointment is “Psychiatric Diagnostic Evaluation” for services.
5. In-office appointments created for a first-time visit, give detailed directions to office.
