TSGCS Lead/Lifeline Follow up Article

This article explains the procedure to follow up on a client lead for Behavior Health Services with TSG Community Services using outbound communication. 

A lead can come from different sources, however based on information in the Lead List it will help guide your conversation to fit that individual.

The goals is to follow up with the potential client who we have already screened for eligibility in our program.

The person should have already be screened, by performing an eligibility check and showing they are eligible.      

Outgoing Follow-up Call Script 

Open up the Lead List before calling and check the "referral source" to help guide the conversation:

Good afternoon, could I speak with __________, hello ______________ my name is _________, I am calling 

TSG  Community Services. Our team was in your community doing new enrollments into our agency and providing resources in the area

Look at the "Source" field entry in the Lead list which will have one of the following letters: 

LLA 

say this: 

I see we were able to qualify you for a Lifeline device that day. I am glad we were able to provide that resource to you. Don't forget to make a least one call per month on your device as well.   I just wanted to inform you that you are eligible for additional resources with our agency that is covered by your Medicaid. 

LLN 

say this: 

I see, we were not able to qualify you for a Lifeline device that day. We are waiting on a shipment from lifeline, and we can try again with them to get you that device. 

Employee Name/Business Name 

(Person's Name or Business Name from Source Field),  submitted a referral for you as they believe our services and programs can be beneficial to you.    

But, the reason for my call today is to inform you that you are eligible for additional resources with our agency that is covered by your Medicaid, so it’s no cost to you at all. 

Our clients are assigned a support specialist that will work with them to meet their personal, physical, and professional goals and mental wellness overall. The pandemic took a toll on everyone so its important to focus on our wellness and getting back to a better place.  Some of our services  includes referral assistance, which is finding and sharing  local resources that people don’t hear about often, you are also able to attend our yearly Back to school and Christmas events, just to name a few of the benefits.  

I would just have to set you up for an assessment with our social worker, which will be virtual via zoom. 

Just let me know what day of the week works best for you for that zoom call. 

Okay, I will follow back up with you with our  next available appointment dates.

Also let me just confirm your email or mobile number, I will be sending you some intake documents i need you to complete. 

Thank you and we look forward to working with you. 

 (Enter information into the Lead Sheet)