Premium Psychology Reception.

Transcription

1 Premium Psychology Reception. The only service of its kind. For psychologists. By psychologists.

2 About us is the only virtual reception service exclusively for psychologists. For the approximate cost of one client per week we aim to take the frustration out of working in private practice by enabling psychologists to focus on clients. We support you with state-of-the-art personalised reception services by answering your calls and managing your appointments using our secure custom-built on-line appointment book. You will be able to achieve the work-life balance you have been wanting, and enjoy holidays without worrying that your phone is left unanswered and that your clients need attention. As psychologists in private practice we know how frustrating it is to juggle seeing clients and focus on the professional aspect of the job, whilst also managing the administrative requirements of a private practice. Employing administrative staff to answer your phone, manage your appointments and other administrative tasks is usually cost prohibitive. We found that managing a practice from a mobile phone was fraught with difficulties, as was utilising a generic answering service. There was no way to have a cohesive phone answering procedure, appointment book management and reception service without employing an on-site receptionist. At we pride ourselves on providing excellent reception and administration services to psychologists. We know what is needed to provide a premium service for you to maximise support and profit, and minimise hassle and frustration. We aim to provide all your administrative services so that you can focus on doing what you do best. We offer several options to suit all privately practicing psychologists. Our Organisation We are an Australian company, based in Victoria. was conceptualised by psychologists and is run by privately practicing psychologists. All of the principles and systems utilises have been developed specifically from the need to run a more professional and efficient private practice. We are a small organisation and only offer our services to psychologists so that we can maintain a warm, personalised service the same as you provide for your own clients. We are not a call centre or a generic answering service.

3 Our Staff Our staff are the key to our fantastic service. They are trained and knowledgeable in all areas of psychology reception and administration. We employ mature Australian-based staff who receive ongoing training and professional development. We pride ourselves on maintaining friendly, helpful, efficient, and above all professional staff who meet your needs and the needs of your clients. Our staff are trained and have comprehensive knowledge of the psychology private practice sector requirements so you will have the peace of mind knowing that your clients are receiving appropriate information about things such as: the Medicare referral process Medicare rebates for general and clinical psychologists information specific to your practice such as fees, cancellation policies, your areas of speciality, directions to your rooms. Our Services For your practice Phones You divert your phone to us and our experienced psychology reception team will answer all your calls during business hours (9am 6pm Monday to Friday EST and EDT excluding national public holidays - see Terms and Conditions). We dedicate a personalised message bank to you for any calls received outside office hours. These messages will be retrieved and actioned at the next start of business. You will keep your current practice number and this is the number you advertise for professional purposes. provide you with a land-line to divert your practice number to and we will answer this with your personalised greeting. We suggest you contact your phone carrier to discuss the most cost effective option for diverting your phone to a Victorian land line.

4 Appointment Management Our custom-built appointment book will be used to manage your appointments and you will have secure remote access to this via our website. Your clients receive automatic SMS appointment confirmations with an option of 24 or 48 hours before each appointment (included in package charge, no extra outgoing cost). Each evening we or SMS your appointment list to you for the next day (included in package charge, no extra outgoing cost). You receive notification of same-day appointment changes (included in package charge, no extra outgoing cost). We manage your waiting list to minimise appointments gaps and maximise attendance (outgoing calls/sms s charged accordingly, if you don t require this service please inform us). Website & Computers You will be provided with a username and password to access your appointment book via our secure website allowing you control over your appointment times, and ability to make any changes to your appointments as required. We advise that you regularly check your calendar and understand that you are solely responsible for maintaining accurate availability in your appointment book. If you have access to the internet in your consulting room (via a computer or internet enabled phone) you will be able to rebook clients at the end of a session. Alternatively, clients call to make their next appointment. At an extra cost we will call your clients to rebook. From our experience the best practice is for you to re-book clients yourself at the end of a session to best capture their appointment needs. Website data is stored on a secure SQL database on a secure machine that is not shared with any other entities, i.e. only. Practice Management We offer a personalised service tailor-made to your individual needs. Our staff will execute all your administration requirements as directed by you such as: debt collection, personally rebooking clients, following up client funding, or any other request you have (extra charges apply to outgoing correspondence see below for details). We will a new client information pack to your new clients that includes information you would like new clients to receive and forms to complete prior to the initial consultation. It may include your cancellation policy, consent and privacy form, client information, directions to your practice etc. (included in package charge if you provide the forms, or we can provide forms at a cost - see New Client Information Pack Proformas table below, no extra outgoing cost for ).

5 Our Services For your clients Our staff are trained to understand the needs of psychology clients. They will be able to advise your clients on the Medicare system as well as information specific to your practice. We are able to manage emergency calls should your clients be in crisis. Your clients will be treated with care and compassion. What do we offer over and above an answering service? Psychology trained staff - all staff are trained by psychologists in private practice and have psychology specific knowledge Appointment book and waiting list management - we follow your instructions to manage your appointments and maximise attendance Practice specific knowledge - we develop an intimate knowledge of your practice requirements Psychology specific pricing - unlike generic answering services we are priced to meet the needs of psychologists. There are no hidden costs.

6 Our Pricing There are no hidden costs in our pricing. Unlike other reception services that generally offer a deceptively low weekly or monthly rate and have daily and weekly quotas for incoming calls, we do not charge for incoming calls. We do not think you should be penalised for being busy and accordingly place no restriction on incoming calls. Our packages (see Costing table below) include unlimited incoming calls, then you can chose extras (outgoing communication) to be consistent with the way you want your practice managed (see Outgoing Communication Costs table below). Please note that the packages in the Costing table do not include any outgoing communication, except the More than 20 pack, which includes $20 of outgoing communication per month in any combination you require to suit your needs. This is valid for the month only. Outgoing communication bundles purchased in advance (see Outgoing Communication Costs table below) are valid for the month of purchase. We also offer you the option of purchasing a New Client Information Pack or part thereof (see New Client Information Pack Proformas table below). Please note that these are one-off costs. Once you purchase the item/s listed in the New Client Information Pack Proformas table we will tailor them to your practice and to all new clients at no extra cost for the . All packages include:- phone answering during business hours personalised message bank for after hours calls, with calls returned at next start of business remote access to your appointment book automatic sms appointment confirmations 24 or 48 hours before appointments your appointment list ed or sms d to you each evening for the next day automatic notification of same day appointment changes waiting list management (extra charges apply for outgoing communication) new client information packs ed all changes to client information and appointments documented in your calendar for you to see

7 Choose which package is for you based on the number of available appointments you have per week, then add on extra services depending on how you choose to run your practice. Number of available appointments per week per psychologist Cost per week (excluding GST) Cost per hour based on 45 hours of reception per week (excluding GST) Less than 5 $60 $ $110 $ $180 $4.00 More than 20* $235 $5.22 Holiday Rate $235 $5.22 * includes $20 of outgoing communication for the month Tailor your pack with our add ons: Outgoing Communication Costs Outgoing Communication Purchased individually as you go (excluding GST) Bundles of 10 purchased in advance - 10% (excluding GST) Bundles of 50 purchased in advance - 20% (excluding GST) Outgoing calls $3 $27 $120 Outgoing s & faxes (per 5 lines or part there of) $3 $27 $120 Outgoing SMS $2 $18 $80 Outgoing mail (per page or part there of) $6 $54 $240 Audio typing cents per word N/A N/A

8 Take advantage of our New Client Information Packs: New Client Information Pack Proformas Item Cost Cover Letter, incl. areas of expertise etc $20 Practice Information, incl. fees, cancellation policy etc $50 Client Information Form $50 Consent & Privacy Form $50 Directions to practice including map $50 Cancellation letter $50 Complete Pack $200

9 Free Offer We understand it is difficult to take the leap of faith and trust us with your appointment book and administrative duties, so we now offer a stepping stone - a free 7 day trial of our appointment book. To take advantage of this offer, simply go to our website and select the Free Trial tab at the top of the page and complete the details on the screen. Incentive Scheme Introduce another psychologist to and get 2 weeks free (equivalent to new psychologist s package) when they sign on with us. This is a great way to receive free reception and administration if you are well networked. How To Begin 1. Sign up for the free 7 day trial of our appointment book. This trial includes your username and password. 2. We will you the user manual and Joining Customer Agreement. 3. Return the Joining Customer Agreement and signed Terms & Conditions. 4. We will contact you to discuss your exact requirements and set up your appointment book. 5. We will give you the phone number to divert to and phone diversion procedure. 6. Enter you current appointments into the appointment book and/or send us a copy of current appointments and we will enter them. Please read user manual before starting to book clients. 7. Divert your phone.

10 Terms and Conditions 1. Products and Services services for which charges apply, are as follows: Telephone answering between 9am and 6pm Monday to Friday (Eastern Standard Time and Eastern Daylight Saving Time), excluding National Public Holidays (New Years Day, Australia Day, Good Friday, Easter Monday, ANZAC Day, Queens Birthday, Christmas Day, Boxing Day). Calls received outside operating hours will be diverted to your personalised message bank and retrieved the following business day Appointment book management Client waiting list management SMS appointment confirmation (included in package charge) of next day s appointments (included in package charge) of information pack to new clients (included in package charge) Use of our customised web-site and appointment book Outgoing calls/fax/sms/ s (extra charges apply) Audio typing (extra charges apply) Drafting, printing, sending of correspondence (extra charges apply) In keeping with our commitment to provide up to date products and services there may be changes in the above-mentioned products and services. reserves the right to introduce or change products and services at any time, without prior notice. We are dedicated to providing you with a professional and reliable service and have systems and procedures in place to do this. If you require services outside the scope of our standard packages we will be happy to tailor a package to suit your needs. Any requests that fall outside our standard packages attract extra charges. 2. Telephone Number The telephone number assigned by to Customer shall not be used for any illegal or illegitimate purpose. Customer agrees that any telephone number that is assigned to Customer by is and shall remain the property of. The Customer will not advertise Assigned Number. 3. Computer Storage and Internet, ADSL or Broad Band Link, Power Outage shall store customer information on computers and web-site. All customer information and data is hosted in a secure environment with SSL Certificate. Customer acknowledges and agrees that computers, internet servers, equipment, and telecommunications links are susceptible to down-time. shall use its best endeavours to maintain the functionality of its Services at all times; however, expressly disclaims any representation or warranty that it shall maintain continuous and uninterrupted data or computer services. 4. Appointment Book There are two types of calendar entries that can be made using your online appointment book:- 1. Appointments that are linked to client files and automatic functions such as SMS confirmations, and calendar entries that are not appointments, rather notes or reminders that indicate lunch breaks etc. As any appointment in your calendar (entered as appointment or calendar note) will generate incoming phone calls, it is deemed an available appointment and is therefore included in your appointment limit. We answer and manage all calls pertaining to all your appointments, so all your appointments, even those made as calendar notes, we consider appointments for billing services. 5. Disclaimer of Liability While will endeavour to receive and pass on information verbally or by mail, facsimile, telephone, SMS, or data entry to the intended recipient(s) as promptly and as accurately as possible, we give no specific warranty or representation to that effect. shall take no responsibility and shall not be liable for any cost or damage to the customer(s), sender(s) or the intended recipient(s) or any other person, company or organisation or third party arising directly or indirectly for errors or inaccuracies or misdirection of information, transaction or service or failure to pass on any particular information, transaction or service within a specified time period or at all. Customer shall fully release and indemnify against any actions, claims, demands, suits (and any appeal there from) indirectly or directly related to this Agreement or the subject matter hereof. shall also be indemnified in respect of any and all loss or damage suffered by Customer arising from computer-based vandalism, cybercrime or hacking, however described and howsoever arising. 6. Privacy We recognise your right to privacy and are committed to protecting it. Therefore, we treat all information, including your personal details, as private and confidential, and we will not disclose this information to other individuals or organisations without your knowledge and prior consent, unless such disclosure is required by law. will not divulge any appointment or accounting information to others other than the practitioner concerned.

11 7. Scheduled Fees Scheduled fees are charged monthly in advance as per schedule below. Add ons charges in arrears unless purchased in bundles in advance. Fees are automatically renewed monthly unless cancelled in writing thirty (30) days prior. Basic package costs: (excludes outgoing calls/sms/ , excludes drafting/printing/sending of correspondence, excludes audio typing). Charges remain the same regardless of your do not book instructions, time when you are unavailable, your practice is closed, you are on leave, or you are otherwise not working/open/available. Less than 5 available appointments per week - $60.00 per week/$ per calendar month excluding GST 5-9 available appointments per week - $ per week/$ per calendar month excluding GST available appointments per week - $ per week/$ per calendar month excluding GST 20 plus available appointments per week- $ per week/$ per calendar month excluding GST Holiday Cover - $ per week/$ per calendar month excluding GST Add on costs (individually charged in arrears unless purchased in advance. All advance purchase add ons expire at the end of the month): Outgoing calls $3 per call excluding GST. Purchased in advance (bundles) receive 10% discount for multiples of 10, 20% discount for multiples of 50. Outgoing and fax $3 per 5 lines excluding GST. Purchased in advance (bundles) receive 10% discount for multiples of 10, 20% discount for multiples of 50. Outgoing SMS $2 per SMS excluding GST. Purchased in advance (bundles) receive 10% discount for multiples of 10, 20% discount for multiples of 50. Drafting/printing/sending of correspondence $6 per page or part there of excluding GST. Purchased in advance (bundles) receive 10% discount for multiples of 10, 20% discount for multiples of 50. reserves the right to review and change fees upon thirty (30) days written notice to the Customer. 8. Fees Generally Incurred Customer hereby authorises to charge the credit card account provided on the Joining Customer Agreement Application (or other credit cards or facilities provided) for invoiced amounts monthly or for any amounts owed under this Agreement including but not limited to, past due balances, re-establish/activate fee, dishonour fee, or as a result of any other fee incurred due to the termination of this Agreement. Charges for monthly services are billed and payable in advance. Should there be any calls received post termination date will continue to invoice the customer for the full monthly rate. A non-refundable $150 start up administration fee will be incurred by any Customer once begin work creating your profile. An administration charge of $150 will be incurred by any Customer who changes the name of the company or business or who ceases then recommences the service to re-establish / activate the Customer / new name in the systems. A charge of $30 will apply due to inadequate funds on the credit card at the time of debiting monthly services. 9. Incentive Scheme The two week discount you receive is equivalent to the cost of the new psychologist s package. Any discount the new psychologist receives will be deducted from the Incentive Scheme discount you receive. You will receive your discount when have received the new psychologist s payment. 10. Termination Either party may cancel this Agreement without any reason in writing upon thirty (30) days prior notice to the other party. The minimum service period shall be one month. reserves the right and the Customer agrees that may cancel and terminate any and all services to Customer immediately and without prior notice in the event that Customer fails to fulfill any material obligation contained hereunder. In the event decides to reactivate any cancelled services, may first require Customer to pay a reactivation fee. All Customer data will be deleted at the end of service period. 11. Disputes The legal relations of the parties hereunder, and all other matters hereunder, shall be governed by the laws of the State of Victoria. Unresolved disputes shall be resolved in a court of competent jurisdiction in Melbourne and all parties hereto consent to the jurisdiction of such court. These terms and conditions of services and the joining customer agreement sets forth the entire and final agreement between the parties hereto with respect to the subject matter hereof. Modifications or additions to this Agreement shall be considered valid only when mutually agreed upon in writing. This Agreement shall be binding upon the parties. 12. Miscellaneous Customer shall be solely responsible for providing in writing with any changes or revisions to Customer information. Additionally, the Customer is solely responsible for maintaining accurate appointment availability in personal appointment book. ABN Trading as I hereby acknowledge that I have read and agree to the above terms and conditions. Please return signed original Terms & Conditions along with your Joining Custromer Agreement. Signed:... Name:... Date:...