Here are some scripts to use for the telephone and e.mail. They are a combination of one that was shared with me in a ZynnyMe practice development class and one I have used before that class. This is just meant to give you some ideas. Create one that works for you.
Telephone
Hello, this is Linda, how can I help you? (Or, this is Linda returning your call regarding counseling.
What are you looking for help with?
Finding a therapist that is a good fit for you is a very personal and important decision. If you speak to three great therapists, but you don’t click with two of them- you’ll know who to work with. Let me share a bit about my style and see if that is a good fit for you.
As we chat today and you feel like this is the right fit for you, I will send you some information to read over and fill out using a HIPAA compliant system that I can access right away. That allows us during the first session to really focus on you rather than filling out forms. (I like www.simplepractice.com)
I’m curious, if we were to fast forward 3 months, 6 months, from today, and therapy did exactly what you needed- what would your life look like? How could we tell that it worked?
It is important that I have a clear picture, and you have a clear picture of what your goal is, so we can check in and see if what we are doing is working and moving along towards that goal. I believe if it isn’t working- what is the point? We need to change something and do what will work for you.
I also work really intensely with clients. That means we meet once per week every week until you reach your goal/s. I know that most people don’t call me right away- they call when they are ready to feel better- and I want to dig in and help you heal as quickly as possible. I don’t want you to be in therapy forever!
How does that sound so far?
(If there is buy-in)
Next, are you thinking about using insurance or private pay?
My rate is $125 per 50 minute session, how does that fit for you financially?
(RE sliding scale - I’m so sorry! All of my sliding slots are completely full right now! There are some local non-profits that have sliding scale that I can refer you to. [If they have unique needs or a complex case I will be up front if I think they need an experienced person]. Otherwise- I can let them know that finding a sliding scale slot is sometimes challenging but they can call around and see if they get lucky.)
Insurance question - Do you work with my insurance?
I’m not sure! What insurance do you have?
Is that a HMO or PPO?
HMO- you’ll have to find someone on their particular list. If you want to get the list of people on your HMO and contact me again I am happy to go over the list with you and give you recommendations based on who would be a good fit.
PPO- Let me tell you how I work with PPO. My rate is $125 per 50 minute session. You will pay me at the start of each session. I will give you a special receipt to submit to your insurance company for them to provide you reimbursement.
There are like a million insurance plans and all of them are SO different. So I’d recommend you call your insurance plan and find out what % they reimburse. Some insurance companies are super fast, others take a bit to get going.
Does that work for you?
Or you can say:
I don’t work with insurance companies. Billing and being reimbursed is so stressful, I realized I am a happier, more effective therapist if I don’t spend the day on the phone with them arguing! Oddly enough, you as the customer have more protections in place than I would!
Note: You will have higher conversion rate if you actually offer to look up the list for them and keep them on the phone chatting while you go through the list- they will appreciate the extra effort, DO NOT give them therapy during this time or try to alleviate anxiety- I just look for someone I may know.
Why don’t you give them a call so you understand the specifics and then give me a call back. I want this to be a good fit for you and not be financially stressful.
Moving forward: Great - let’s find a time that works for you on an ongoing basis. I try to find a time that will work for you at the same time each week so it is less stressful and you can easily plan around it.
If you have a private e-mail address I will send you an e.mail with directions to the office, and all of the information for completing your paperwork so when you come in we can just jump in and get going!
Any other questions? Great! If anything pops up just give me a holler!
Alternate Financial Script
To let you know how I begin working with new clients, let me describe to you what I believe is a successful process, with no surprises.
Since therapy is a very personal experience, I begin by talking on the telephone with a potential new client when I do a complimentary initial telephone information gathering session. I ask that you allow up to 30 minutes for this call and make it from a location where there is privacy. Then, if it appears that I would be a good match for your needs, we schedule a 30 minute face to face interview/consultation at my office. If we both find we would like to move to the next step, then we schedule a full intake session. These usually take from 60 to 90 minutes to go over the ins and outs of therapy including the confidentiality and business side of it. After that meeting we decide on a treatment schedule.
I understand that you want to use ______________ insurance. Yes, I am empaneled with insurance company. Unfortunately, that does not guarantee that I am included in the contract your particular insurance carrier has with them. They often have subcontract requirements that affect reimbursement. To determine coverage, I would need to have my billing company check that out in detail at no charge to you.
To begin the process what I ask is that the new client schedule the telephone consult with me. If that goes well, then I ask that they pay for the initial 30 minute consult ($85) before we meet face to face to see if it is a good match. During this meeting we go over the client agreement and insurance information and move forward from there. Payment for this initial consult can be made via my website www.lindallawless.com. Choose the professional discount option for that consultation.
For your information I charge $200 for the initial intake (60-90 minutes) and $125 per 50 minute session. If we determine an insurance reimbursement schedule, then we follow their co-pay rates.
I know this is a lot to take in during a difficult time and I find the process above makes it easier for all involved. I’m not sure how involved you would be with this process. Since e.mail is not really secure/confidential, if you want to talk with me about it, please let me know and we’ll find a time that works for both of us.
E.Mail Script
So great chatting with you. Looking forward to meeting you in person.
1. Read over the forms at www.lindallawless.com
2. Login to your new account at (your online billing service) with the following username and password and click on "Contact Information" to provide your up to date contact preferences, insurance information, etc... If you prefer to pay with a credit card, flexible spending account, or Health Savings Account Card, enter it here.
3. Click on "eforms" and fill out the "intake questionnaire" and the "acknowledgement form." The program times out after about 30 minutes or so, so be sure not to leave it logged in for too long (a safety precaution). Those will be available to me immediately so I can review prior to our first session together.
My office is located 1350 Hayes St., Ste. A-3. You’ll find a map and directions at my website, www.lindallawless.com. If you get lost, call my cell phone at 707 333 3454.
4. Read the rest of this email.
When you come to the session, walk in the front door, through the lobby, and take the stairs on the right down to the lower floor. Turn to your right. You’ll go past my door and find a sitting area near the back door. There are restrooms on both floors if you need one. I will come out and greet you at your scheduled appointment time. If you have any questions, please call me at 415.356.9809 and leave some good times for me to reach you.
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Linda L Lawless LMFT LMHC
Note: E.mail is not a completely confidential form of communication. I respect your right to research and determine the level of information you choose to share over e-mail. If you e-mail treatment information or questions, I will respond via e.mail or during your next appointment.
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