Returning Client Process – CSR Guide

Purpose:

When a client wishes to return to therapy, it’s important to welcome them back with openness, empathy, and professionalism. Reassuring clients that it is okay to seek support again helps them feel comfortable re-engaging in the therapeutic process.

CSR Steps for Returning Clients

Review Past Records

Check Interaction Notes and Therapy Notes for termination details.

Determine if prior termination falls under the following categories:

A) No Shows – May be eligible to return with a commitment to attendance. Consult management if severity is high.

B) Billing Issues – Must settle balances prior to re-engagement. Consult management if needed.

C) Needs Beyond Scope of Therapy – Clients requiring higher levels of care (e.g., hospitalization, crisis services) typically cannot return. Refer to Psychology Today.

D) Inappropriate Behavior / Boundary Violations – Clients who engaged in threatening or inappropriate conduct are typically not eligible to return. Refer to Psychology Today.

For categories C & D, consult with management before making a final decision.

Update Client Information

Confirm the client’s demographic details (email, phone number, address) are accurate.

Verify Insurance

Confirm that the client’s insurance is active.

Identify and update any changes in insurance.

Update billing settings accordingly.

Check for Outstanding Balance

Review the client’s account for unpaid balances.

Inform the client that outstanding balances must be resolved before scheduling.

Consult with the Billing team for guidance if needed.

Portal & Documentation

Confirm that the client has access to the portal.

Verify completion of required forms (e.g., Treatment Plans, Transition Plans).

Send updated forms if needed.

Clinician Matching & Scheduling

Match client with an available clinician.

Therapy: Schedule an intake if the last intake was 12+ months ago.

Medicaid Clients: Ensure the client has completed their OMHC Nurse Practitioner assessment.

Clinician Assignment

Assign the new clinician under the Clinician tab in TherapyNotes.

Clinician Notification

Send an email to the newly assigned clinician to confirm the client has been added to their caseload.

Remove Old Clinician (if applicable)

Notify management to remove any previous clinician from the client’s record.

Tracker Update

Add the returning client to the Returning Client Tracker.

Documentation

Record all actions and outcomes in Interaction Notes.