Orientation Manual. Growing Tree Counseling Center, PLLC. Creating a world of realized potential
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1 Orientation Manual Growing Tree Counseling Center, PLLC Creating a world of realized potential
2 Table of Contents Getting Started Check List Principles and Policies Daily Process Guide Priority Plan for Success Phone Processing Guide
3 Contracted Professionals Getting Started Check List ORIENTATION INSURANCE PANELS NETWORKING 1. Please complete the following: Complete Contractor s Info form Sign contract (2 copies) Review this Orientation Manual Review client paperwork (on clipboard in waiting area) Orient yourself with our website: Receive Office training Acquire office keys Apply online to be in network with insurance & EAP Network to develop referral sources (training available) a digital photo and bio for website to support@grow-nc.com 2. Insurance networks you may want to consider applying to: Aetna American Healthcare Alliance BCBS Cigna Concern EAP Coventry Health Choice Inclusive Health Insurance Magellan Magellan EAP Medcost Medicaid Military One Primary Physicians Care Tricare United Behavioral Health Value Options 3, Networking suggestions: Psychology Today Lawyers Doctor s Offices Community Awareness Fairs Rack Cards Schools TED TV CVACT Parenting Network Seminars (Library, YMCA, churches ) 3
4 Principles and Policies Team Vision: The Team of Growing Tree Counseling Center, PLLC (GTCC) supports one another in a manner that increasing everyone s potential for success and leads to increased potential for our clients. Contractors: A contractor provides services and is considered self-employed. Unlike an employee, you control how your job is accomplished. You maintain your company name which allows you to build your own reputation! You also are responsible for maintaining your own liability insurance(s), professional & business licenses, billing fees, bank fees, and taxes. GTCC is a co-operative (co-op) organization that provides space, office materials, and support in exchange for rent to cover shared overhead expenses. Each contractor is responsible for networking and others means needed to acquire their own clients. Unless an outside referral is necessary the GTCC team refers within the group to support each other. Office Staff: For billing and scheduling purposes office staff may be provided. When staff is unavailable please assume any responsibilities to maintain your business as usual. This includes answering the phone, sending faxes, scheduling clients, and collecting fees. Taxes: Contractors are subject to self-employment taxes (W9) and will receive a Keys: A single copy of keys will be provided. It is the contractor s responsibility to maintain their keys so they are neither lost nor stolen. In the case that such occurs the entire team must be notified to protect personal property. In addition, the contractor is responsible for any expenses to replace keys and/or locks. If you are the last person to leave it is very important to lock the staff office door and front entrance door upon exiting. You must receive permission from the Director (Kevin Rutter) before lending keys to another professional for any reason. Keys (including any copies) must be returned upon termination of services. Thermostat / Lights / Radio: If you are the last person to leave please adjust or turn off thermostat, turn off radio, sound machines, and all lights. Refrigerator: Please take home your perishable food by Wednesday evening. food is thrown out on Thursdays to minimize odors and bugs in the office. Remaining Fax / Copy Machine: The fax/copy machine is provided for business purposes. Please ask GTCC President before using for personal purposes. Please insert paper when empty. Instruction on operation will be provided. Credit Card Machine: The Credit card machine is provided for collecting fees from clients. In most cases our office staff will provide this assistance. However, at times when staff is not available it may be necessary to operate this machine yourself. Instruction on operation will be provided. Calendar: To better utilize our office staff we recommended you set up a Google calendar for work. This will help you and our staff avoid most scheduling problems and give you access to your schedule from home or your smart phone. 4
5 Office Paperwork: How you maintain your case notes is up to you. GTCC can provide generic case notes as a courtesy to you. Some paperwork such as online applications, insurance forms, time sheets, fax cover sheets, and other administrative paperwork has been standardized to simplify the process of reporting to staff. Instruction on administrative paperwork will be provided. Charts: How long you maintain your charts is up to you. Some licensing boards (including AAMFT) require you maintain client charts indefinitely. At a minimum the state requires 7 years. Please be informed about the rules concerning transporting, content, and completing charts. To avoid unnecessary liability all aging charts (past 30 days) shall be closed or rescheduled. Please contact (or ask the office assistant to contact) these clients to inform them of their options. GTCC can provide you with equipment to scan and shred closed charts. File cabinets are provided for all active charts to protect them and better assist you. Please file active charts alphabetically once completed. Confidentiality: Your license board has strict requirements about maintaining confidentiality. This includes verbal and non verbal forms of communication (faxes, , texting, Facebook, etc.). It is important to be informed and inform your clients of their rights concerning this. Video Surveillance: In order to maintain a secure environment video surveillance is utilized to monitor charts and all financial transactions. Un-incriminating video will be erased. Emergencies: The process for dealing with emergencies is determined by local laws and your licensing board. It is important to know and adhere to these ethical practices. Inform your clients what these are verbally, in your voice mail, and in your paperwork. Please make arrangements with other professionals in situations where you are unable to respond immediately to an emergency. You are liable for the safety of your clients Personal File: Each contractor at GTCC is given a file slot to receive mail, charts, and other information. Please feel free to utilize this system should you have something you wish to leave for another contractor. Please check your file slot each time you arrive and collect any items to make space for future information. Website: The website for our Co-op is To insure your information is posted here please provide a digital photo, brief description, and any important information you wish to have posted. Please familiarize yourself with our website. It is a valuable resource for you and your clients. It is important to direct all new clients to this site to schedule appointments, download paperwork, and submit insurance information for authorization. Directions and additional resources are also available. Please encourage clients to share positive feedback through the provided links. A brief tour of our site will be provided. Peer Supervision / Team Encounters: GTCC offers various opportunities to grow and network with other professionals through Peer Supervision and organizations like CVACT. You are welcome to participate as you wish. In addition, Team Encounters will be provided for members of GTCC. Here we brain storm to develop creativity and broaden vision for the success of everyone on the team! 5
6 Daily Process Guide First Phone Contact 1. Schedule appointment into calendar system 2. Refer to website for paperwork, online insurance application, and directions 3. Ask that they bring insurance card (& copy of custody agreement) First Office Visit 1. Copy insurance card (if used) 2. Collect fees (on insurance card or cover sheet) place in money bag 3. Check if application is complete & signed 4. Record fee, Dx, and billing code in time sheet 5. Verbally review confidentiality & late cancel / no show policy Subsequent Office Visits 1. Collect fees / copays & place in money bag 2. Record fee & billing code in time sheet End of Day 1. Time sheet & charts go in top tray 2. Check your drop box Last Person Leaving 1. Turn off all lights, radio, and sound machines 2. Check thermostat 3. Lock administrative office & front door (dead bolt only) 6
7 Priority Plan for Success Our customers come first! 95% of businesses fail within the first five years. If a business lacks customers, it can no longer exist. 68% of customers will leave due to the attitude or indifference of the Service. Our reputation affects our success! Studies show that a satisfied customer will tell 2-3 people about their experience. A dissatisfied consumer will share their lament with 8-20 people. Priorities: 1. Take care of yourself (Breath) 2. Customers in office (The customer is always right) 3. Answer the phone 4. Return missed calls & messages 5. Scheduled items (light blue in calendar) 6. Prepare billing paperwork (EAP, M1, etc.) 7. Call to confirm tomorrow s clients 8. Prepare time sheet & charts for tomorrow 9. File used charts & paperwork 10. Call aging charts (30 days) to close or schedule 11. Tidy bathroom & waiting area (trash, vacuum...) 12. Networking projects 7
8 Phone Processing Guide Main Phone Greeting Growing Tree Counseling Center. This is (Kitty) speaking. How may I help you? New Clients Assignment Process Therapist Who were you referred to? Insurance What type of insurance / EAP do you have? Specialty What are you seeking help for? Schedule When are you available to meet with someone? Gender (if client asks) Other (if client asks: languages, age, religion, proximity, etc.) - When we are unable to meet these criteria we refer to another professional. Follow up calls (after 30 days) According to our records it has been more than a month sense your last visit. Would you like to schedule another appointment or have us close your chart? Close: You are always welcome and your chart can be reopened should you wish to return. Money Due: Our records show you have an outstanding balance of $. May I please have your credit card information to take care of that now? (Msg) Please call to let us know what works best for you. Thank you. *Note: Steps taken to follow up or terminate a case must be documented in the admin form in order to maintain ethical requirements regarding abandonment. Shuffling to remove gaps in schedule If flexible: If it is more convenient our (2:00) appointment is now available. If it is better to keep the (5:00) appointment that is fine as well. If un-flexible: Unfortunately we will need to reschedule your (5:00) appointment. However, (5:00 tomorrow) is now available. (Msg) Please call to let us know what works best for you. Thank you. 8
9 When someone calls asking for Psychologist: ask if they are looking for counseling? Explain that we provide counseling and offer to schedule them. Psychiatrist: ask if they are looking for medication? Yes: refer (see address book) If they want counseling then do as above No shows (We can not charge Medicaid or Military One clients no show fees) First or second: Our calendar shows that you had an appointment today at (5:00). We re sorry we missed you. However, to avoid the cancelation fee* we could schedule you for (5:00 tomorrow). (Msg) Please call to reschedule. Thank you. Over 2 no shows: Our calendar shows that you had an appointment today at (5:00). We re sorry we missed you. (Msg) Please contact your therapist (Kitty at xxx-xxxx) to discuss this. Late Cancel We had someone reschedule and the (2:00) appointment is available if you would like it. If it is better to keep the (5:00) appointment that is fine as well. Please call if you are interested. Thank you. Business Cell Phone Message You have reached Growing Tree Counseling Center. You are important to us. Please leave a message. For more information please go to If this is an emergency please call 911. Thank you. Contractor Cell Phone Message You have reached (Kitty Benfield) located at Growing Tree Counseling Center. You are important to us. Please leave a message. For more information please go to If this is an emergency please call 911. Thank you. 9
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