Scheduling Clients

Video Transcription

[MUSIC PLAYING] Back for more fun? Scheduling clients is the topic in this lesson, and we're going to discuss considerations for planning client scheduling. So identifying requirements for availability and emergency care and making and returning phone calls are going to be top of the list. Here are the specifics that we're going to be targeting-- allocating time, considerations when scheduling clients, returning client calls, hiring help for scheduling and returning calls.

Oh god, oh-- phew. Now that I've regained my composure, let's talk about time. You need to allocate time in your day to make calls, schedule appointments, return calls, and address caller concerns. Scheduling can be time-consuming process for new clients, anywhere for 5 to 20 minutes, depending on how you set up new client calls. The process typically includes the following-- confirming client's insurance, talking about services, scheduling first appointments, explaining directions to the office, et cetera. It's usually less time consuming for returning clients-- one to five minutes-- and typically, that happens at the end of an appointment or via short phone call, anyhow.

So returning phone calls from clients may be related to scheduling or a wide range of other topics or issues and can take anywhere from five minutes on up, depending on the caller and depending on what you're willing to discuss by phone. Now some clients may be looking for a mini counseling session or quick advice or both, which I would caution against. Boundaries for yourself are just as important as boundaries for clients.

First, consider setting an office policy whereby clients are scheduled on the hour or half hour so appointments can remain consistent. So next, you'll need to decide whether to book sessions back to back versus taking a break. Breaks will make the day longer, for sure, but if you don't build them in, then you need to make sure to stick to the 50-minute therapy hour, if only for self-care purposes.

So whose brain and bladder don't need a break after an hour of therapy? Standing and walking a few places and giving your head some time to decompress is really good. And even if it's only for a few minutes, it is always good self-care.

But do what you will with your time, just remember that burnout is a very real concern in this business. So if you do build in actual break times, take caution because it makes it easy to extend to a client's session. And extending client sessions are not usually paid at a higher rate, thus leaving you working for free. Extended sessions are not reimbursed unless an insurance-approved rationale is provided for the extended session.

So let's talk for a sec about CPT codes. When scheduling clients, three CPT, or Current Procedural Terminology, codes are typically used. The codes include a 30-, 45-, or 60-minute code. These codes increase in payment based on time. Typical sessions are 45 to 60 minutes long. You'll want to be mindful of the time and the sessions and be sure to schedule clients for your next appointment before they leave the office. Otherwise, additional energy and efforts are needed to reschedule appointments.

So how you decide to schedule clients will likely be directed by your values. More clients equals more money but less time to complete overall other practice-related duties. It's important to also consider self-care when scheduling many clients in a day, as client problems can cause you stress or even vicarious trauma. Then you'll need your own therapist, and when are you going to schedule time to see her to work out your own stress?

Timely response and returning calls is essential to client satisfaction. And it is a good business strategy. This is also key to getting more clients. I can't tell you the hundreds of clients that have moved on to other counselors on their list simply because I didn't return their call first or answer the phone when they called. Remember, this is a business, and there are others in your area that want clients just as much as you, maybe even more.

So how can you set yourself apart from others? Think about that question deeply. Write it down. Tattoo it on your forehead.

A timely response typically means returning the call in less than a couple of hours. So you'll need to schedule times for returning calls, such as during a lunch hour or at the end of a day. You might want to consider not returning calls outside of your posted business hours unless the call is an emergency.

Remember those boundaries? In certain situations, you may have to justify client calls and contact outside of business hours. What are your written policies for that?

Policies regarding who returns calls is necessary for non-business hours, weekends, vacations, and emergencies. Options can include designating another counselor, using a phone service, or using voice mail with a message with a notice about office hours and concluding with directions to call 911 in case of emergency or Dominoes in case they're hungry. I'm kind of hungry.

Getting some help-- it's quite helpful to have somebody ready to take calls for new clients if you're running a larger practice. Taking calls is difficult to do between clients when clients are scheduled back to back. Hiring office staff to answer and return calls may become necessary as you see a higher and higher number of clients or if you want to grow your practice, as missed calls may mean the loss of new clients.

It's important to have a trained individual answering the phone due to crisis calls, insurance questions, and disclosure of protected health information during a call. And office staff can advise and promote business with callers inquiring about services, as well. Here's what we covered in this lesson-- allocating time, considerations when scheduling clients, returning client calls, hiring help for scheduling and returning calls.

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