# Call Intake Script

#### Section 1 – Opening Spiel

“Thank you for calling Lartey Wellness Group, this is \[Your Name]. Can I have your name, please?”

“We are a group of world-class mental health professionals, mentors, and life coaches. We offer therapy—individual, family, and couples—medication management services, and a mentorship program.”

***

#### Section 2 – How May I Help You?

“Thank you for reaching out to us for your mental health needs. I’m here to assist and answer all your questions.”\
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“Are you looking for help with therapy, medication, mentorship, or would you like to learn more about what we offer?\
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"Were you referred by a navigator or the Black and Missing Foundation?”\
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If the client shares difficult emotions or experiences, respond with empathy:\
“Thank you for sharing. It sounds like you’re going through a difficult time. We’re here to help.”\
“I’m sorry to hear you’re dealing with anxiety and depression. Your feelings are valid, and you're not alone.”\
“I’m so sorry for your loss. We’re here to support you through this difficult time.”

***

#### Section 3 – Qualifying Questions

“In order to match you with the right therapist, may I ask you a few questions?”

“What state are you located in?”\
(We primarily serve Maryland, Washington, D.C., Puerto Rico and some parts of Virginia.)

“Would you prefer virtual or in-person sessions?”

“Will you be using insurance or paying out of pocket?”\
(We accept CareFirst/BCBS, UnitedHealthcare, Cigna, Maryland Medicaid, and offer self-pay options.)

“What issues would you like to work on in therapy?”\
(Examples: depression, anxiety, anger, relationship issues, behavioral concerns.)

**“Have you experienced any suicidal thoughts or thoughts of harming yourself or others in the past six months?”**

**“Are you currently pregnant?”**

**“Are you affiliated with the military?”**

**“Are you up to date on your immunizations?”**\
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**"Do you anticipate needing any forms or documentation completed as part of your treatment, such as FMLA, disability paperwork, ESA letters, or anything similar?"**\
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**For minors ““Are the child’s parents separated or divorced?”**\
If yes, say: “In shared custody situations, both parents may need to consent before starting therapy or medication. If available, we’ll also need a copy of the custody agreement.” (refer to Policy: Consent for treatment of Minors - Divorced or Separated Parents document)\
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Please note that the answers should be noted and added on patient’s comments on client’s info tab in client’s portal account. Please see format below\
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Depression, Mood Disorder , no suicidal thoughts\
Not pregnant\
Not part of military\
Immunized\
Letter request : ESA<br>

***

#### Section 4 – Client Preferences

“Do you have a preference for your therapist’s gender or ethnicity?”

“Do you have a preferred day or time for your sessions—mornings, afternoons, or evenings?”

Let the client know:\
“Most of our clinicians offer flexible scheduling. The intake session is a great time to work with your provider on a follow-up plan that fits your schedule.”

***

#### Section 5 – Therapist Matching

Use the Find a Therapist tool and Intake Tracker to identify who is accepting new clients.

Say:\
“I’d love to walk you through our website so we can view our clinicians’ profiles together. These include their qualifications, specialties, and therapeutic approach.”

Offer at least two options if possible. Prioritize full-time clinicians or those needing to fill their caseload.

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#### Section 6 – Gathering Client Information (for Insurance Verification Only)

Say:\
I’d like to collect some basic information so we can verify your insurance coverage. This will help us confirm your benefits and give you an accurate estimate of your cost per session.”

Ask for:\
Full name\
Phone number\
Email address\
Home address\
Date of birth\
Insurance company\
Member ID or insurance ID number

Reassure them:\
“We use a secure and HIPAA-compliant system to store this information. It will only be used to verify your insurance coverage.”

***

#### Section 7 – Insurance Verification

If the client has private insurance, verify benefits and reach out within a few hours.\
If the client has Maryland Medicaid, check coverage using Carelon.\
If the client is paying out of pocket, share the appropriate self-pay rate.

Important Notice for Medicaid Clients:\
Medicaid clients will need to undergo an assessment with one of our Nurse Practitioners before they can begin therapy. This is a requirement by Medicaid and must be completed first.

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#### Section 8 – Portal & Paperwork (If Client Agrees to Proceed After Insurance Verification)

Say:\
“Thank you for waiting while we verified your insurance. Based on the coverage, your estimated cost per session will be \[insert amount]. Would you like to move forward and get scheduled with a provider?”

If the client agrees:\
“Great! I’ll now create your account in our secure therapy portal and send you some forms to complete before your first session.”

Send the following through the portal:\
HIPAA Consent & Policies\
No Show and Attendance Policy\
Client Information Form\
Client Insurance Form\
Emergency and Other Contact Form\
Payment Authorization Form (for self-pay/private insurance)\
BluePrint Guide (if the assigned clinician uses BluePrint)\
Adult or Minor Mentorship Interest Form (if interested in PRP)\
Ad Source Lead\
New Client Interaction PDF\
LWG Transition Plan\
Adults: ASRS-v1.1 – Adult ADHD Self-Report Scale (only for new clients added from September 26 2025 to January 2026)\
Children: VADRS – NICHQ Vanderbilt Assessment Scale–Parent (only for new clients added from September 26 2025 to January 2026)\
If a client asks what the ADHD form is for, please let them know:

“We are using this tool to help screen for possible ADHD. Early detection can help clients get the right support sooner, improve school or work performance, strengthen relationships, and reduce stress by addressing concerns before they become bigger challenges.”

***

#### Section 9 – Booking the Intake

Book the session in TherapyNotes based on the client’s preferred day, time, and clinician availability.

***

#### Section 10 – Setting Expectations

Remind the client of the following:

Please contact us at least 48 hours in advance for any appointment changes.\
You will receive email and text reminders before each session.\
Your copay or session fee will be charged to the card on file after the session.<br>

Telehealth sessions<br>

* For phone sessions, the therapist will call the number you provided.
* For video sessions, log in to your client portal at [theraportal.com](https://www.therapyportal.com/p/larteywellness/login).
* Clearly inform the client that they should not be driving and must be in a quiet room during virtual sessions.
* Inform the client to log in to the portal at least 10 minutes before their appointment and test their Internet, Camera & audio settings.
* If the client is scheduling a family or couples counseling session and mentions that other participants will be joining from different locations, inform them that detailed instructions will be sent via email.
* Important: Clients must be physically located in Maryland at the time of their session, as our providers are licensed to practice only in this state.
* For child clients under 12 years old: A parent or legal guardian must be nearby during the session to assist if needed and ensure the environment is private and appropriate.

**Insurance & Provider Guidelines**

Ask the client if they are currently seeing another mental health provider.\\

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Inform the client that insurance does not allow them to see two different mental health providers on the same day (e.g., two therapy sessions on the same date).\
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Let the client know that if they do have two sessions on the same day, their insurance will not cover the second one and they may be responsible for paying out-of-pocket for that session.\
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For in-person sessions, here are our office locations:

312 Marshall Ave, Suite 908, Laurel, MD 20707\
5100 Buckeystown Pike, Suite 250, Frederick, MD 21704\
8403 Colesville Road, Suite 1100, Silver Spring, MD 20910 (11th Floor inside Regus)

Special Note for Medicaid Clients:\
Medicaid clients may only attend video or in-person sessions. Phone sessions are not allowed under Medicaid guidelines.

“If you have any questions before your appointment or need to make changes, please call us at 800-994-5403 or email <admin@larteywellness.com>.”<br>

***

#### Section 11 – Adding Value

Say:\
“Before we end, I’d love to share some of the other services we offer that might interest you in the future.”

We offer family therapy and couples counseling, and many of these sessions are fully covered by Medicaid or mostly covered by commercial insurance.

We also have psychiatric nurse practitioners on staff who can prescribe medication and provide follow-up care for mental health conditions.

If you have Medicaid, you may be eligible for our PRP (Psychiatric Rehabilitation Program).

For children:\
We offer a free mentorship program that helps build confidence, resilience, and communication skills. Participants also get access to fun outings like go-karting, rock climbing, and Ravens stadium tours.

For adults:\
We offer the Mental Health Ally Program, which provides one-on-one support for adults struggling with mental health symptoms. Staff assist with everyday needs like grocery shopping, medical appointments, and connecting to vital community resources like food banks, shelters, and job support.
