CSR Procedure for On-boarding Clients Requiring Letters or Forms

Purpose

To ensure that clients requesting letters or form completions are informed of the process, costs, and requirements during on-boarding, and to guide CSRs through proper documentation and communication.

Step 1: Identify Letter or Form Request During Intake

CSR must ask the client during intake:

“Will you be needing any letters or forms completed by your provider during your time with us? FMLA (Family and Medical Leave Act) Certification (Psych NPs) Emotional Support Animal Letter (Psych NPs and some therapist) School/Work accommodations (Psych NPs and some therapist) Disability forms (Psych NPs and some therapist)

If Yes:

Proceed to Step 2.

If No, continue with standard on-boarding.

Step 2: Inform the Client of the Policy and Fee

Clearly explain the following to the client:

“Lartey Wellness Group understands that clients may need letters or forms completed. Please note:

1.These services are not billable to insurance.

2. There is a flat fee of $100 per letter or form request.

3. A credit card must be saved on file before any request is processed. 4. If the client is experiencing financial hardship , we may be able to; A Set up a payment plan B. May offer discount/sliding scale ($50) C. Schedule a regular session if it’s a therapist and a 30 minute for NPs - Ensure we get permission from Leigh or Brianna of the arrangement before providing this option. Once approved, we can add the information on billing comments so we may collect accordingly.

5. We do not guarantee that your request will be fulfilled during or immediately after the intake session.

6. Only your treating provider can determine, based on clinical appropriateness and sufficient understanding of your case, whether the requested documentation can be provided.

7. This often requires atleast 3 or therapy or psychiatry session, depending on the nature of the request.”

Ensure the client acknowledges and agrees before proceeding.

Step 3: Send Required Forms

Send the following forms via the client portal:

Letter/Form Fee Policy

Payment Authorization Form (to save card on file)

Step 4: Add Documentation

CSR must add a note stating:

“Client informed of letter/form policy, including $100 fee and provider determination after treatment. Policy Acknowledgment and Payment Authorization sent via portal.”

Step 5: Notify Clinician

Once forms are submitted:

Message the assigned clinician with a note:

“Client has requested [letter/form type]. Forms received and $100 fee acknowledged. Card is on file. Please assess clinical appropriateness and timeline during future sessions.”

Step 6: Provider Determines Eligibility

The treating provider will assess clinical appropriateness based on the client’s progress and needs. If they decide the request can be fulfilled:

Step 7: Continue Standard Onboarding Process

Proceed with:

Therapist/NP matching

Intake session scheduling

Sending standard intake paperwork Step 8: Schedule Consultation Appointment (for Form Completion)

Once the provider confirms they are able to complete the letter or form:

CSR must schedule a Consultation appointment in Therapy Notes with the following settings:

Appointment Type: Consultation

Location: Main Office

Service Code: 99080 – Miscellaneous Medicine Service

Duration: 30 minutes

Appointment Alert: “FMLA / ESA form completion”

This appointment may be used by the provider to discuss the form with the client or to use the session time to complete the form.

Optional Script for CSR (Phone or Portal)

“Just to let you know, if you’ll be needing a letter or form, like for FMLA, housing, or school, we do have a $100 fee, and we’ll send you a form to sign and a card-on-file form. Your provider will decide if the form can be completed based on your clinical progress. If approved, we’ll schedule a short Consultation appointment (about 30 minutes) so they can discuss or complete it.”