Client Reassignment Process

This document outlines the step-by-step procedures for handling therapist and client reassignments. It provides clear roles and responsibilities for therapists, the admin team, and CSR.

Client Reassignment Process

If a therapist decides to terminate employment with LWG, the following process must be followed:

Therapist Responsibilities

1. Provide at least 2-4 weeks' notice, if possible.

2. Send an email to their assigned supervisor detailing their resignation.

3. Send an email to the admin team informing them of their resignation.

Admin Team Responsibilities

1. Transition Manager (Brianna) Responsibilities:

   • Create a Google Sheet listing all active clients of the therapist.

   • Share the Google Sheet with the therapist to verify accuracy and make corrections.

   • Send an email to the therapist’s active clients notifying them of the therapist’s departure and providing available reassignment options.

2. Therapist Responsibilities:

   • Discuss reassignment options with clients and document their preferences in the shared Google Sheet.

3. CSRs Responsibilities:

   • Begin contacting clients for reassignment.

   • Attempt to contact clients twice by phone and send a follow-up email and text message if no response.

4. Transition Manager Follow-up:

   • Monitor the reassignment process by reviewing the Google Sheet every few days.

   • If a client is unresponsive, either the therapist or the Transition Manager will terminate services in TherapyNotes.

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Client-Initiated Reassignment

There are instances where clients may request a new clinician for various reasons. The reassignment process ensures that the transition aligns with the client’s well-being and therapeutic goals.

Common Reasons for Reassignment:

1. Not a good fit

2. Schedule conflict

3. Insurance change

4. Current clinician is no longer with LWG

Clarifying Client Needs

• CSRs should ask clarifying questions to understand the client’s request:

  • “Can you tell me more about what you’re looking for in a therapist or a different approach?”

Steps for Reassignment

1. Verify Client Information:

   • Confirm the client’s phone number and email are up to date.

2. Confirm Insurance Details:

   • Ensure the client’s insurance is active and update billing settings if needed.

3. Check Portal & Documentation:

   • Ensure clients have portal access and have completed all pending documents (e.g., treatment plans, transition plans). Send updated forms if needed.

4. Match & Schedule Reassignment:

   • Assign the client to an available therapist and schedule the next session.

   • For therapy: If the last intake was over 6 months ago, schedule the next session as an intake.

   • For Medicaid clients: Ensure the client has completed their OMHC assessment.

5. Update Clinician Assignments:

   • Assign the new clinician in the Clinician’s tab.

   • Notify both the new and previous clinicians via email about the reassignment.

6. Administrative Updates:

   • Request the management team to remove the previous clinician from the client’s list.

7. Track Progress:

   • Record the reassignment in the tracker.

   • Document all relevant details in Interaction Notes.

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Key Considerations

• Client reassignment should be handled with sensitivity, professionalism, and clear communication.

• Ensure the client feels heard and supported throughout the transition process.

• Keep thorough records to track reassignments efficiently.