First Step: Contacting our Team
Getting started with addiction treatment can be scary, but when you understand everything from the first step to admissions, it can make the decision to begin rehab much easier.

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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

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What if My Loved One Does Not Want to Enter Rehab?

If a loved one does not want to enter rehab, it is ideal to stage an Intervention. Interventions can seem really scary if you’ve never done one, and sometimes, the tips that are offered often seem like you just can’t get it to work. For example, if your friend or loved one is always using or drinking, how will you be able to get them to meet with you and other loved ones when they aren’t high or drunk?

Our staff knows how difficult interventions can be, and we can offer you tips to help you stage an intervention for your loved one who is struggling with a substance or alcohol abuse disorder.

Learn more about staging an intervention here:

What Happens After My Loved One Agrees to Seek Treatment?

Once your loved one begins talking to the admissions coordinator, there will be a pre-admissions process in which they are clinically and medically evaluated to determine if they are eligible for one of our programs. Usually, this can be done on the same day and will take about a half-hour or so to complete.

Once the assessment is done, the admissions coordinator will look over the results and contact your loved one regarding their treatment. From there, the admission coordinator will guide you on making arrangements to get yourself or your loved one into Willow Springs Recovery.

The next step is the arriving at the center and the intake process.

Medical disclaimer:

Sunshine Behavioral Health strives to help people who are facing substance use disorder, addiction, mental health disorders, or a combination of these conditions. It does this by providing compassionate care and evidence-based content that addresses health, treatment, and recovery.

Licensed medical professionals review material we publish on our site. The material is not a substitute for qualified medical diagnoses, treatment, or advice. It should not be used to replace the suggestions of your personal physician or other health care professionals.

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