Seeking treatment for an addiction is a process, but when you understand it, the admissions process can go much more smoothly.
It all begins with a phone call.
If you’ve submitted your insurance information, it will be our admissions coordinator contacting you. When your insurance has been verified, one of our addiction treatment experts will give you a call to gain a better understanding of the situation that you or your loved one are struggling with.
If you haven’t entered your insurance information, this is when friends and family, or sometimes, the one struggling with a substance or alcohol abuse disorder, call for more information. This is a critical call because it helps to get the treatment ball rolling.
What is the First Phone Call Like?
When you call us, the first thing we want to do is get to know you. Our customer service agents will ask who you are (family member, friend, the person with the substance use disorder disorder, etc.), then they will ask what you – or your loved one – is struggling with. If you are calling for someone, it’s important to share as much as you know, but understand that our staff will gather even more information when we connect with your loved one.
Other common questions you will be asked are if you or your loved one have any mental health issues, if there is any medication involved, and if you have ever been to addiction treatment before.
At this time, our customer service representative will also gather some financial information, such as your insurance, or the insurance of your loved one. Once coverage is verified, our staff can begin the process of finding treatment programs that fit both the financial aspect of treatment and the specific treatment needs of you or your loved one.
The initial call is as broad as it can be so our customer service team can gather as much information as possible before sending you to an admissions coordinator. We also want to build a relationship with you, because this ensures we can meet your needs.
Talking to a Substance Use Disorder Admissions Coordinator
While you’re talking, the process of verifying your insurance, and gathering information to determine whether inpatient rehab is a good fit for you or your loved one is underway. Submitting your insurance information online before the call helps to streamline this, but is not necessary.
Once that is complete, you’ll be placed on hold for a moment while you are transferred to an admissions coordinator.
When you’re transferred, the admissions coordinator is going to recap the information you offered to the customer service representative. This helps to ensure accuracy and to continue building the relationship.
Once you’ve confirmed that the information that your admissions coordinator is correct, the questions will begin to be more about specifics. What kind of treatment are you looking for? What’s the length of the stay you’re seeking? If you are calling for a loved one, you may also be asked about things like your loved one’s family life, what led to a relapse (if this is repeat treatment), etc.
The goal with this part of the call is to ensure that as much information as possible is available to help our staff understand the situation, and allows them to build treatment programs that meet your specific needs.
If your loved one is willing to seek treatment, this is where you will hand the phone over to him/her. If you are the individual seeking treatment, you will begin speaking to the admissions coordinator and will continue talking to them until you enter the program. If it is your loved one that you’re seeking treatment for, it may be where you need to convince your friend or family member with an intervention