New Client Intake Script - Mental Health

TSGCS Intake Process for when speaking to a person who want services for their self or their child. 

Okay, we are glad you called, let me tell you a little bit about what we do.

But first let me ask, do you have Medicaid?  

No – Okay, have you applied, or do you qualify for Medicaid? Ok so unfortunately our services are provided to Medicaid recipients. Go online or to your local DSS to apply.

 Do you need help applying? Yes – Okay ill have one of my specialists give you a call to assist. (Create Ticket) Medicaid App Assist    

Yes > Great! (Finish Script)

 Well TSG Community Services provides community support to our clients though Behavioral health services.

So, for example, Covid 19 took a toll on all of us, mentally, financially, and socially, epically financially. So we provide that individualized support to help you get back focused, reach your goals, and overcome obstacles preventing you from being successful. We connect you with community resources, and work with our partners to ensure you get where you need to be and in a better position then you came to us.  Our services include peer support, Case support, Intensive in home and OPT.

If you have Medicaid, I can see if you qualify:

If you do, our services are at no cost to you.

I will just need your name and DOB to do an initial screening.

(DO Medicaid Check, Log on list, Create a ticket, (MH Client Referral))

Were you referral by anyone? Note person.

Okay, On my initial screening it look like you are eligible for our services

I have some paperwork I need you to complete, I can text it to your phone or by email, which do you prefer?   I can mail it too but that takes longer.

It shouldn’t take long to fill it out, as soon as you are done we can get you scheduled.

(Send and confirm that got intake docs while on the phone, you can follow up in a few mins via text if they have not sent back)

Okay, once I get the intake forms I sent you back, I’m going to forward your information over to our intake coordinator who will reach out to schedule you an evaluation to discussed the services you may need, and getting started.  

Let me verify your contact information.

Please don’t forget to complete the forms

Thank you, and we look forward to working with you. 

 (Do not close  or forward ticket until you get forms back. Add note and tag level person that form is pending - you are required to get forms back. When they are completed they will come in as a ticket, merge and forward to service team) 

Level 2 Support Team Follow up Instructions  

Verify intake docs have been completed correctly, close ticket. 

 Add person to  simple practice, 

attached intake docs to profile in Simple Practice 

print and create folder.  

Review therapist Calendar for availability, verify date and time with them to meet client

Contact new client to schedule appointment.