We never book an existing client. Always confirm if the person is an existing or new client before booking. If person is existing please ask them to either:
-connect with their therapist
-go to their profile (which is like a portal)
-direct them to admin if they dont remember therapist and cant get into their profile (or if they want to change therapist)
-If they are in the waiting room for their in person session then let them know someone will be with them shortly
***dont forget to write extension in comments and let caller know to leave a message if they get a voicemail
Side note: caller requesting their files -- If the client has an active therapist, then you can transfer the call to them. The therapist will provide them with an authorization form allowing us to share their file. If the therapist is inactive, then transfer the call to admin, and admin will provide the form. Please let the client know that verbal is not enough for us to share the client’s files even with them.
The reason why we do not book for existing clients is because when an appointment is booked online for a new client then a profile is created. That is why it is extremely important to close the tab after booking.
Refer back to the confirmation email in our training folder - it says to click on the link if this will be the first appointment. The link goes into a questionnaire that gets put in their profile. If the questionnaire is not completed by the first appointment then the therapist will ask the client to complete it ASAP (outside of session) because it contains important questions/information that need to be added to the client’s profile and are important for the therapist to know at the beginning of treatment.
During the booking process we ask if they are new or existing at the beginning. But after you select the therapist it asks if new client or existing. This is how an existing client would access their profile. They would just have to put in their first name, last name and email.
In this portal clients can see their appointments, book an appointment if they want. They can also leave a review, plus they can change and cancel appointments. But to change therapist they would have to be connected to admin