Client Outreach

How am I able to see a client’s contact information in order to make a call?

• When you are assigned to a client on the client list, an intake specialist will assign you to the client in the EHR system, giving you access to view the client’s contact information. You should be assigned to the client within 24 hours. 

Note: you will need to change the status from “active” to “unassigned” in the EHR open chart in order to see the client’s information.

When I call, what do I say?

• Example: Hello! My name is Ashley and I am an intake coordinator at Pillars of Wellness. I see you are currently on the waitlist to be paired with a counselor. We are currently waiting for clinician availability to open up. I want to be sure we have the most updated information for you. It looks like you are interested in (in-person/telehealth) sessions at the (insert locations). Is this correct? Please feel welcome to ask me any questions!

Possible questions you can ask them:

Resources:

• How have you been doing? Are there any resources I could provide you while you are still waiting to be assigned a counselor?

Location:

• I see you are interested in the (Insert office) location, would you be open to any other of our locations or telehealth services? This may help you be seen sooner.

Availability:

• I see you are available (insert available days and times noted), do you have any other availability you would like to include? Including any other options could help you be seen sooner!

Intern:

• Pillars also has interns available for therapy services. I am wondering if you would be open to the option of seeing an intern? 

If they have specific therapist preferences:

• I see you had stated at your first appointment you would like to see a male counselor, would you be open to seeing a female counselor? It is okay if the answer is no, I just want to explore all options for you to get in as soon as possible.

What do I do if a client does not answer?

• You are welcome to leave a voicemail including some information about the purpose of the call and offer a call back number. You only need to reach out to the client once. If you do not hear back from them, they will be contacted again in 1.5 to 2 weeks for the next formal outreach call. 
• Please document any voicemails or attempts on the client list in the “Additional Intern Notes” box. Please always include your initials and the date in which you are adding comments/have made attempts to reach the client.