CSR Procedure: International Peer Support Group

Purpose:

To guide CSRs in handling clients who want to join the International Peer Support Group or request individual sessions, based on location and insurance status. Group Overview

Start Date: November 10

Format: Google Meet (virtual only)

Type: Psychoeducational Group Landing Page: https://kajabi.larteywellness.com/lwg-peer-support-group

Facilitators:

Sindhura Thejaswi

Nicki Romley

Bruce Serviziati

Gerald Bahimba

Chika Ezenwaka

Mariah Desir

1. Identify Client Type

Ask the client:

l “Are you currently located in Maryland (MD)?”

l “Do you have active health insurance coverage?”

Then follow the correct section below.

A. Clients Outside Maryland & Without Insurance

l No insurance check or charges.

l Add to the International Peer Support Group (12 PM or 6 PM).

l Tell the client a Google Meet link will be emailed.

l Notify Clarence to include them in the Google calendar and reminders.

B. Maryland Clients With Insurance

Requirements:

l Verify behavioral health coverage for CPT 90853 (Group Therapy).

l Must have intake and treatment plan before progress notes.

l Medicaid clients also need an NP assessment.

l Copays are waived.

CSR Steps:

1. Verify insurance for group therapy coverage.

2. Add client to TherapyNotes once verified.

3. Schedule the client:

12 PM Group → Bruce will do notes on Mondays while Sindhura will do notes Tuesdays- Fridays

6 PM Group → Nicki

4. Send confirmation and Google Meet link.

C. Maryland Clients Without Insurance

l No insurance or billing.

l Add to group list (no charge).

l If requesting individual sessions, follow Section D.

D. International / Out-of-State Clients Wanting Individual Sessions

Notes:

l Eligible for coaching or self-pay counseling only (not insurance therapy).

l Use Vagaro for scheduling and payment.

Rates:

Interns: $65/session

LMSW (e.g., Mariah): $85 intake / $75 session

CSR Steps:

1. Confirm provider and session type (coaching or counseling).

2. Explain rates and that services are self-pay, not insurance-billable.

3. Add client to Vagaro and use the Mental Health Coaching Consent Form.

4. Notify provider and Arjay once setup is done.

E. Administrative Tasks

l Calendar:Clarence/CSRs request manual additions for each new client.

l Typeform: Check the intake spreadsheet daily for new sign-ups.

Consent Forms:

l Group Therapy Consent → Maryland insurance clients

l Coaching Consent → International or self-pay clients

Reminders

✅ Make sure consent forms are signed.

✅ Track attendance for each group.

✅ Send session reminders (email/text).

✅ Notes for 90853 must be done by the correct clinician.

✅ Use correct facilitator when doing progress notes : Sindura (12 PM) or Nicki (6 PM). CSR CALL WORKFLOW START

│

▼

Is the client located in Maryland?

├── NO → Add to google meet group (no clinical services). END

└── YES

│

▼

Is the client’s insurance in-network?

├── NO → Add to google meet group. END

└── YES

│

▼

Is the client an active client (intake + treatment plan completed)?

├── YES → Add to 90853 Support Group:

│ • Nicki – Tue/Thu 6pm

│ • Sindhura/Bruce – Mon–Fri 12pm

• Add to google meet group

│ END

└── NO

│

▼

Is the client new?

├── YES → Send portal invite → Schedule therapy intake →

│ If Medicaid: also schedule NP assessment. END

Once intake and NP assessment is completed Add to google meet group END