# Client Reassignment Process

**Client Reassignment Process**

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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**&#x20;
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.
