Drug Rehabs need to answer the phone correctly
We offer a unique drug treatment call center service. Bruce Berman and or Victoria Berman will answer all your calls. Victoria and Bruce have been placing people in treatment for over four years. With over 1,000 placements between them, they have heard and seen it all.
Each has over 20 year’s continuous addiction recovery which is a key factor to their success. They have placed their three adult children in treatment over the years. This combined experience allows them to bond and shares stories with either the person seeking help for themselves, a parent seeking help for a child, or a spouse or significant other seeking help for their loved one.
Matching Clients to Your Treatment Program
Getting a qualified person to agree to go to treatment is only the first step. Getting them in the door is another. Whether it’s around the block or 2,000 miles away so many things come up. With over 1,000 rescues between them, it’s hard to surprise them with a new story or a situation too complex to help. About 75 % of the people placed in treatment by Bruce and Victoria traveled by airplane to treatment many without a valid ID.
Once the patient finishes treatment, there’s more to do. In other words, their job is not done yet. The treatment center treats the patient and Bruce and Victoria works with the family.
Treatment doesn’t work if the client leaves against medical advice (AMA). Bruce and Victoria train the family to be prepared for their loved ones desire to leave early. Preparing the family with all the tools necessary to keep their loved-one in treatment is a crucial part of taking treatment calls.
Treatment Center Intake Caller Closing Procedure
This system is what is needed to increase closing ratios. Addiction marketing is so competitive and expensive that I believe if you are not following a system like this you are losing 50% of your admissions or more.
What Drug Rehab Calls Are Worth:
Every time an admission staff member “admin” answers the phone they have to think of three things immediately:
- This can be a life and death call I have a person’s life in my hands.
- This call cost my company $1,000 to create and
- This could be $50,000 to $75,000 worth of revenue for my company.
If you cannot trust your admin team with $150,000 or someone’s life they shouldn’t be answering live incoming admission calls. This isn’t a job you can do part-time or when you’re preoccupied. This is a 24/7 job. This is not a process to be taken lightly.
With Addiction Marketing Calls Time is of the Essence:
If a lead comes from the internet you can be 100% sure they are or will be contacting many other competitors.
If you are not 100% responsive at that exact moment, you will likely lose the opportunity. These calls, emails, chats must be given top priority. You need to assure the potential patient that they shouldn’t take any other calls for you got them covered.
VOB Verification of Benefits and Insurance knowledge:
You must be able to run an online VOB while the caller is on the line. This applies mostly to the first call and assumes they have their insurance card. An online VOB is about 80% accurate and it gives you enough info to ask the right questions. It will give you information like deductible, out of pocket max, out of network benefits and co-pay percentage.
Admin staff needs to understand the financial ramifications to engage the client and keep them from calling another center. If the admin understands the entire process and their financial wiggle room they will retain the customer. During this time the intake department calls the insurance company for a formal VOB.
When a person doesn’t have their insurance card handy finding out where a person got their insurance without insulting them is crucial. This line of questioning takes finesse. When you hear things like “I got my insurance from an employer, spouse’s employer, or parent” right off the bat you have got a higher quality lead. The next thing to find out is the insurer’s name and if the policy a PPO or HMO.
Your Call Center Reps Need to Build Trust
Nothing builds trust like sharing a personal recovery story with the caller. Sharing things in common is a big ice breaker. Most callers are calling for a loved one. They want to hear that you have put a significant other, child or sibling into treatment and it worked. You need a personal story for every situation. Now if you have worked in recovery for a long time and can share a client’s similar success story that is almost as good as a personal story.
Build trust and report.
Call Center Reps Need to Act like “A Dog With A Bone”
Drug Treatment is not a one call close. It’s far from it. Getting a client into treatment especially from out of state typically takes 10-25 outgoing calls and 5 to 50 texts. You must stay constantly engaged with the client and their family. Remember there are 14,000 other treatment centers clamoring for your client.
This is not a 9 to 5 job:
50% of clients will be lost if the Admin team is not immediately available day and night 7 days a week. Your Admin team must be available 16 hours a day 7 days a week to make and receive calls and texts. Whether it’s a potential client stalling, going on a run, getting sick, or changing their mind, you need to be ready. Other problems include codependent family members backing down, no id for the plane flight, missing connecting flights, or needing a letter from their lawyer letter. The list of things that go wrong goes on and on.
Treatment Center Calls Center hours and work ethic:
Some inquiries come from Monday to Friday from 9 A.M to 5 P.M. but most inquiries regarding treatment typically come in on the weekends and Monday through Friday between 5 PM and 11 PM at night. You must be available 16 hours a day, 7 days a week to make and receive calls, texts, and chats.
Always on Call like a Surgeon:
Being a treatment admin is a lifestyle as crucial as a brain surgeon. It is life and death in some cases. You can go hours or a day or two without a call or text and all of a sudden in the middle of dinner with your family, weekend activities with a date, driving down the road or watching a sporting event that call or text comes in and your help is needed right now. This is not the exception to the rule it is commonplace. Like a surgeon that gets called into the hospital the treatment admin and their families have to be willing to stop what they are doing and respond “on call”.