LIFE SAVING CENTER

 

 

Admissions Coordinator

Manual

2023

 

 

 

Contents

ABOUT US:………………………………………………………………………………………………………………………… 2

LOCATIONS……………………………………………………………………………………………………………………….. 5

How to use SALESFORCE……………………………………………………………………………………………………….. 6

Below are Salesforce stages and definitions ………………………………………………………………………………. 7

MEDICAL APPROVAL EMAIL ADDRESSES………………………………………………………………………………….. 11

SCHEDULING A CLIENT………………………………………………………………………………………………………… 12

Recovery Unplugged Insurance Protocol …………………………………………………………………………………. 13

Service Charge………………………………………………………………………………………………………………….. 14

Salesforce Admission Responsibilities……………………………………………………………………………………… 14

Step Up Procedure…………………………………………………………………………………………………………….. 14

Recovery Unplugged Pet Protocol………………………………………………………………………………………….. 15

CALL FLOW………………………………………………………………………………………………………………………. 17

Where to refer out clients……………………………………………………………………………………………………. 21

Rebuttals………………………………………………………………………………………………………………………… 23

FAQ……………………………………………………………………………………………………………………………….. 25

Facility Information……………………………………………………………………………………………………………. 28

Admissions Process for VIOP………………………………………………………………………………………………… 33

CTM Chats……………………………………………………………………………………………………………………….. 34

 

 

 

 

 

 

 

HOW WE INCORPORATE MUSIC:

 

Recovery Unplugged is the first and only addiction treatment organization in the world to offer a fully music-based treatment model. We are proud to offer a full continuum of care throughout our multiple locations across the country, including medically supervised detoxification, group therapy and individualized counseling, various supplemental clinical modalities, intervention, aftercare and more. We combine traditional elements of treatment with innovative, proven, and effective music-based techniques, such as:

•       Songwriting and Composition
•       Therapeutic Drumming
•       Performance and Production
•       Listening and Analysis
•       Live Performances

Music has proven to be clinically beneficial in a variety of physical and mental health conditions, including depression, anxiety, trauma, and even chronic pain. Recovery Unplugged uses music to help clients break down emotional barriers and address the root causes of their addictions in ways traditional talk therapy often cannot.

 

Music Based Therapies
Recovery Unplugged helps connect through music through a variety of music-focused therapy techniques, including:

•   SONGWRITING- Composition and creative exercises to help clients articulate their emotions and organize them into music, poetry, or prose
•   PERFORMANCE- Open-mic and jam sessions that allow clients to display their original work and perform their favorite covers
•   LISTENING AND ANALYSIS- Clients analyze the properties of their favorite music and what about each piece truly resonates with them
•   GUEST PERFORMANCES- Clients connect with artists who have been through the recovery process during live performances and group sessions.
•   FEEL-GOOD FRIDAY- Weekly group meetings featuring performances from our staff and special musical guests

 

 

 

Music Based Group (Varies based on location)

•   Sound Bath/Vibrational healing (detox) * New Austin Location Only*
•       RU has a special room designated for sound healing and vibrational therapy and meditation.   Purpose: For meditation and to help ground and keep client’s calm.
•   Music and Meditation group (Detox, Residential, PHP (Partial Hospitalization Program))
•       Music is used in conjunction with various meditation techniques to teach clients how to quiet the mind.
•   Open Mic Group (Residential, PHP, IOP)
•       Clients are encouraged to use music or art as a therapeutic tool and share it with their peers. Clients are allowed a designated amount of time to create the work and share it with the clinical team and their peers.
•   Pump Up (Residential, PHP, IOP)
•       The day starts with a “pump up” group, designed to get the client focused and excited for the day/group ahead. Music is played, clients are encouraged to dance. 
•   Song Healing (Residential/PHP)
•       Clients, working together as a group, create a song based on recovery principles. Clients begin with “free flow” writing, followed by the song creation by Ashley Monical, noted Austin singer/songwriter
•      

Recovery Unplugged Treatment Center offers assessments, diagnosis, and treatment personalized for individuals and families. Our services are based on successful models of care and wisdom of recovering individuals, supported by evidence-based research, and delivered with compassion, hope, and respect for diversity. Additionally, we offer a uniquely different approach to therapy utilizing the power of music to help maintain sobriety and give the patient strength to face their addictions.

Our treatment philosophy centers on providing clients with a full continuum of care with guidance and support every step of the way. The initial phase of treatment at Recovery Unplugged Treatment Center begins with our day/night treatment with community housing, followed by intensive outpatient programming, aftercare, and sober living. Our continuum of care is designed to promote patients’ functioning in the community by offering a decrease in the intensity and level of care while introducing increasing levels of responsibility.

 

 

 

 

LOCATIONS/LEVELS OF CARE

 

FLORIDA DTX/RTC                                                                     FLORIDA PHP/IOP/ VIOP

3153 Canada Court                                                            915 Middle River Drive Suite 114

Lake Worth, FL. 33461                                                     Fort Lauderdale, FL. 33304

PH: 561-332-1919                                                                         PH: 954-368-0888

 

 

NORTHERN VA PHP/IOP/ VIOP                                             NASHVILLE DTX/RTCVIOP
                                                                                                         

5105Q Backlick Road                                                                 255 Wilson Pike Circle

Annandale, VA. 22003                                                                Brentwood, TN. 372027

PH: 703-256-6474                                                                      PH: 615-622-4301

 

AUSTIN DTX                                                                                            AUSTIN RTC

7211 Albert Road                                                                                    14109 FM 969

Austin, TX. 78745                                                                                   Austin, TX. 78724

PH: 512-213-6710                                                                                  PH: 512-489-1990

AUSTIN PHP/IOP/ VIOP (ENCORE)                                            ADMISSIONS MAIN NUMBER

5419 S. Congress Avenue                                                                        954-703-1975

Austin, TX. 78745                                                                          ADMISSIONS FAX NUMBER

PH: 512-212-4690                                                                                    954-337-0865

 

REFERRAL DEPARTMENT DIRECT NUMBER

844-671-0717

 

SPANISH SPEAKING DIRECT NUMBER

954-710-8030

 Levels of Care

DETOX/RESIDENTIAL – The residential intensive inpatient treatment program is a highly structured, individualized treatment program that provides 24 hours a day, 7 days a week nursing care and daily physician care. This level of care is ideal for those who are resistant to treatment, are relapse-prone or impulsive, or lack social and emotional support in their daily life.

 

PHP – The day/night treatment level of care features coordinated, intensive treatment that is more concentrated and provides more therapeutic hours than traditional residential care. The program provides at least 36 therapeutic focused hours per week. Recovery Unplugged Treatment Center employs a multi-modal treatment approach providing a broad range of therapies dependent on the nature and severity of illness. Therapeutic interventions include but are not limited to group therapy, medication management, individual counseling, psycho-educational groups, addictions education, step-work, coping skills, relapse prevention and family therapy.

IOP/VIOP – The Intensive Outpatient Program is provided following stabilization from a higher level of care, including detoxification, residential or day/night treatment. This level of care is designed to promote patients’ functioning in the community by offering a more intensive level of structure and support than was previously available for outpatient. The intensive outpatient program is recommended when a person with a dependency illness has living circumstances and a daily structure that are supportive for recovery.

IN PERSON IOP- can assist those struggling with substance use, as well as clients that have co-occurring mental health diagnoses.

In person IOP days/times:

Texas SA IOP3 – Monday/Tues/Thurs 6:00pm-9pm

Florida SA IOP3  – Monday/Tues/Thurs - 6:00pm-9pm - Ask permission for IOP 3 in AM if needed.
Florida SA IOP5  – Monday 6p-9p, Tuesday 6p-9p, Wednesday 9a-12p, Thursday 6p-9p, & Friday 9a-12p


Virginia IOP 5  M-F 9a-12p  
Virginia IOP 3  Morning IOP can be any day Monday to Friday. They must do 3x a week though. 9am to 12pm
Virginia IOP 3  Night IOP must be Monday, Tuesday, Thursday. 6pm to 9pm 

VIRTUAL IOP- has several tracks depending on a client’s needs, including:

Substance Use VIOP
Morning Substance Abuse: 9am-12pm CST and 10am to 1pm EST
Evening Substance Abuse: 6pm-9pm Both EST and CST

Mental Health VIOP
Morning Mental Health: 9am-12pm CST and 10am to 1pm EST  
Evening Mental Health: 6pm-9pm Both EST and CST 

Adolescent VIOP:
–Program info: ages 14 to 17
-Group days and hours: M/W/Th 6-8pm EST
-All clients in this program will receive the same services that our adult programs have (individual/group/family therapy, alumni coordinator before they discharge, case manager,  primary therapist, and nurse coordinator)
-This is a primary substance use disorder program and we have the capability to treat co-occurring (IE: PTSD, ADHD, depression, anxiety)
-All the medical and psych providers for this program are experienced in treating adolescents. Client’s will be seen at least 1x per month.
-The only difference between this program and our adult IOP programs is that these groups are shorter and are more geared towards adolescent topics, and there will be more family  involvement.
-Possibly offer 2 individual sessions per week with one of those being a true family session. Will still have case management and nurse coordination
-For Adolescent VIOP we take  take Aetna Medicaid, Cigna, Carefirst, PP/SS, Aetna Commercial, and Anthem Medicaid

Spanish speaking VIOP
Monday, Tuesday, Thursday 6-9 EST and 5-8 Central
Spanish Speaking: This group is an opportunity for native Spanish speaking individuals to access the highest quality of care, while participating in a community that validates and celebrates what is means to be Hispanic. The Spanish speaking curriculum maintains a strong focus on psychoeducation and sobriety, while incorporating Spanish music and culturally competent videos that help facilitate powerful conversation. All facilitators, individual therapists and ancillary staff come from a background of Hispanic culture, reinforcing the importance of share cultural experiencing during the healing process. 

Faith Based VIOP:
Faith Based: This group is not designed for everyone, but the hope is that it can provide a safe space for individuals that do identify as Christian to come and learn how their spirituality can help them in their recovery journey. Each group has a topic of the day and utilizes biblical passages to facilitate meaningful discussion. Worship music, such as songs performed at Hillsong Churches, are played and videos from highly respected religious leaders are incorporated into each group. This track is very similar to the traditional Substance Abuse track, with music and psychoeducation remaining as the core of the curriculum. The difference in the Faith Based group is that there is an emphasis on client’s relationships with their higher power, and more specifically, with the Christian understanding of God. 

How to create a lead/opportunity 

Entering a new lead

Select “leads” from top left drop down

 

Select “new” from the top right of the leads page.

Your new lead page will appear as seen above.

Fill out the lead accordingly. Info needed to convert to an opportunity…

•         First and Last Name
•         Payment Method
•         How did you hear about us?

 

You should make every effort to put any pertinent information into the lead prior to converting it to an opportunity. Please push to obtain an emergency contact for every client.

To Convert a lead to an opportunity, select “converted” from top right of lead.

Select “converted status.”

If the client IS NOT alumni or already in the system, SF creates a new opportunity.
If a client IS in the system, check for an open opportunity. If there are no current opportunities attach the new opportunity to the client’s current account.

 

YOUR LEAD HAS NOW BEEN CONVERTED INTO AN OPPORTUNITY.
Please click on this opportunity link to move forward

 

If client is alumni, it is imperative that you tag the alumni team for approval immediately after creating or reopening your opportunity

All pertinent areas of the opportunity need to be correct and updated throughout the admissions process. Any work done on the client will be done out of the opportunity. Utilize chatter for communicating to manager and other team members within Salesforce.
Please remember to post in the chatter page, not the chatter post.

Salesforce stages and definitions

0)      Pending Information – Need additional information to go forward in the sales process (still fact finding before verifying insurance). An OPP will also be kept in pending if they are privately paying.

1)  Verification Requested – Lets managers/verifiers know that a VOB is ready to be verified. At this point you will tag managers and ask for benefits to be checked. If a live verification is needed, click on the VOB and put the stage  in “live” or “urgent” status. The VOB team will receive an automated email from Salesforce letting them know that a VOB has been requested. 

2)     Verification in Process – Indicates that a live VOB is taking place

3)      Insurance Verified – VOB is back and needs to be reviewed by managers. At this point, an email will automatically go out to managers.  No need to tag unless additional information is needed or if urgent.

4)  Insurance Not Qualified – We do not accept client’s insurance policy. They will need to self-pay or qualify for Musicares, or be granted a scholarship to move forward.

5)  Financials Approved – Benefits have been reviewed and a manager has outlined the amount, if necessary, for admission.  Opportunity owners will receive an email letting them know that they can review the financial decision. You can find the details of the insurance breakdown in the “Benefits/PFR” section of the Opp on the left hand side.

6)  Scheduled for Admission – Once a client is medically, behaviorally (if alumni), and financially cleared, they can be scheduled for admission. We will need all pertinent transportation info to do so.

7) On Hold – This is when a client was previously scheduled, however they did not arrive on the day we anticipated. It is important to have the correct close date in SF.  Instead of rescheduling them for a different day (which would send out a new email to the facility), we instead change the opp stage to “on hold” and change their arrival date.

Their admission can be on hold for one of the following reasons: 
Commitment, Arrival date change, Hold Bed, Insurance back, and pending transfer.

 

What does “Insurance back, previously scheduled” mean?
The opp was in “scheduled for admission” stage, however a live VOB was completed- this put the opp back into “insurance verified”. In order to not send out a new SFA email, we change the opp stage to “on hold” and put the reason as “insurance back, previously scheduled”.

 

8)  Admitted – Patient is physically at the facility (MR number created by staff and intake has been started by team at facility)

9)  Closed Lost – an opp should be closed when we are unable to move forward with the admission.
You will change the close date to “today” and mark one of the following reasons reasons:

 -Duplicate: If there is already an open opportunity and you accidentally created a duplicate
-Finpay: They were unable to set up an approved plan through FP
-Lost to competitor: They decided to go to another program
-Never made contact: We haven’t spoken with them since creating the opportunity
-No contact in two weeks: We made contact initially, however have not been able to get them on the phone for the past two weeks.
-No contact info: This typically applies to outreach opps where we never received a phone number from the referent.
-No OON/OOS: Client’s insurance does not have any OON benefits, or their policy cannot travel OOS to one of our facilities.
-Not clinically approved: Client is alumni and was behaviorally denied from returning
-Not financially approved: Client was unable to pay for treatment
-Not medically cleared: Client was medically denied
-Not willing: Client decided they no longer want help
-Will not cert preferred LOC: For example- if a client wants detox, however they are only medically approved for IOP and they do not want to move forward with that LOC.

 

Financials Approved for Admission- Negotiation Definitions

1)  Needs to speak to FinPay – A file will need to be requested from managers once you know the location, committed levels of care, and admit date. The client will need to be financially cleared by speaking to FinPay.

2)      Payment not required prior to admit – Client’s insurance is fully met. The client does not owe anything for their admission.

3)      See amount below– This is for clients who owe less than $1000 to admit. You can find what client owes on the left side of the Opp under “Amount Required to Admit”. We always try to collect this in full by collecting their card information directly. However, if they need a payment plan, you can ask managers for a FP file.

4)  Self-Pay – Insurance Not Qualified – We do not accept client’s insurance policy. They will need to self-pay to admit.

How to set a task

• Click the drop down arrow on “Open Activities” on the right side of the opportunity page under Outreach/Alumni Chatter. Click “new task”. Fill out all pertinent areas. Subject. Assigned to. Due Date. Set Reminder. Add any pertinent notes in the task. They will not get the task if you do not select a date and time for reminder. Tag the team member you set a task for on the opp’s opportunity informing them a task has been set.

 

Insurance Cards

•   Always obtain a copy of the front and back of the client’s insurance card. This can be obtained by having the client text or email you a picture.
•   If a live VOB is needed, please upload the photo into the VOB. Click the VOB. At the top chatter portion click the attachment button and add the pictures of the card for the verifiers. ESPECIALLY FOR SMALL/UNKNOWN INSURANCE COMPANIES. If you cannot obtain a picture of the card tag @VOB and notify them in the VOB.
•   If you can get a photo, please make sure to upload this into Kipu under their insurance information. This is helpful for staff at the facility when filing claims.
• SOME POLICIES CAN BE VERIFIED WITH NAME, DOB, AND SSN. IF A CLIENT DOESN’T HAVE THEIR CARD OR INFORMATION, PLEASE ASK A MANAGER IF THIS CAN BE DONE WITH THEIR SPECIFIC INSURANCE CARRIER.
• MAKE SURE TO GET RX INFO ON EACH CLIENT.

 

 

Creating a Kipu Chart/Sending Prescreens

 

Once you are ready to complete a prescreen, select “Send to KIPU” at the top right corner of opportunity page.  Reminder- It will only send a file to Kipu if you have a facility selected in the opportunity first.

 

1.             Open Kipu on your web browser and click the incoming button at the top right corner. This button will have a document icon with a number, and the icon is located third from the right. Once the page loads you will see a list of client names.

 

2.             Find the client’s name near or at the top of the list. Click “preview”
3. 
   
   IF THE CLIENT IS ALUMNI, SELECT “READMIT”at the bottom.  Click “accept” for all other clients.
   
   

 

If a client has never been admitted to our program, however we have spoken with them in the past (They have a previous opp in SF that was closed or referred out),  it is likely that they already have a Kipu chart with no MR. If this is the case, you can move forward with their current Kipu chart. If we have spoken with them previously but never opened a Kipu chart for them, you will start a new chart.

 

 

Once you are in the client’s KIPU file you will need to edit the following options to reflect your client.

•         Location
•         Level of Care
•         Payment Method (Include all insurance information if you have it)
•         Client demographics (phone number, address, DOB, etc.)
•         How did you hear about this (if outreach please add referent)

 

Please press update on the bottom of the page and refresh the browser.
At this point all of the Kipu tabs on their chart will become available. If you do not see these tabs, it is likely that you are missing one of the options above. You will need to correct, select “update”, and refresh until you get access.

 

 

Once your client is reflected and you can see all tabs, click the “Pre-Admission” tab.

 

Select “add form”. Then select “preadmission screening all locations”.

 

 

You are now ready to complete a pre-screen.

 

ONCE THE PRESCREEN IS COMPLETE, SAVE IN PDF FORMAT AND EMAIL TO THE APPROPRIATE ADDRESSES BELOW IN THE FOLLOWING FORMAT…

 

Subject of Email – “Please Review PS, “Client Name”

Body of Email

-Client Name
-Level of care client is seeking
-Location
-Payment Method (Insurance company name, name of contracted rate, or Private Pay)
-Any pertinent info the doctor will want to know for approval

 

If a client is coming from another facility or has health complications, you will need to obtain medical records and attach these with the prescreen when sending for approval.

 

MEDICAL APPROVAL EMAIL ADDRESSES

o    Include both  [email protected] and  [email protected] for doctor’s review in FL

o    Email [email protected] for doctor’s review in TX

o    Email [email protected] for doctor’s review for Virginia

o    Email [email protected] for doctor’s review for Nashville

O  Email [email protected]  for all mental health doctor reviews

O Email [email protected] for all adolescent VIOP VA clients.

 

Once we get a response from the medical team, please copy and paste the approval or denial in SF chatter. Please include the Location/LOC that the approval/denial is for in your post.

Get them EXCITED that they are approved for our amazing facility! Based on the medical and clinical need you are approved for ______________.

 

IN-NETWORK INSURANCE LIST:

https://harmonytreatmentcenter-my.sharepoint.com/:x:/g/personal/erikam_recoveryunplugged_com1/EdaSZMAnMU1Aph2VPUN3TrYBKyiQkx1R1wphOYEoCNcXfw?email=Christopher.Key%40recoveryunplugged.com&e=4%3ABEstSm&at=9&CID=18614AAC-1A82-4D75-B9B1-3FAF9B54449D&wdLOR=cC5724C7A-7A27-413F-95A0-D34F61278A5B

 

 

SCHEDULING A CLIENT

 

Once you obtain medical approval, get the client cleared financially through FP or in house, and obtain POP if needed, you can start the process of scheduling them for admission. 

Check with a manager for bed availability at the location the client is seeking.

If the client is an alumni, please confirm we have behavioral approval. This should always be done immediately after creating the opp.

 To schedule a client, all fields on the Salesforce face sheet with a * will need to be filled in.

Arrival Date and Time will need to match the Close Date.

The LOC at the top of the opp will need to match the admitting LOC under admit info

Click “Stage” from the Salesforce face sheet and choose “Scheduled for Admission”
However make sure everything is perfect before saving it as SFA – Scheduled for Admission.

This will send an email to the selected facility notifying them of the admission, so it is imperative all information is correct. They will reply verifying the email has been seen.

ALL COMMUNICATION TO AND FROM FACILITY WILL BE DONE VIA THE SCHEDULED EMAIL THREAD. That includes any information that needs to be relayed post admission.

 

 

 

 

PHP Housing Fees

 Cost:
$1400 for Encore PHP
$500 for Fort Lauderdale PHP
$1400 for VA PHP.

These fees are not covered by insurance.

Refunds:
If a client leaves prior to 7 days in VA, TX, or FL they will get a 50% refund.

 

Process: 

We need to collect the housing fee prior to admission. This can be done in-house or through FP.
In some instances, a manager may approve to RC5 the housing fee and the facility/FP will collect at a later date.

 

 

 

Recovery Unplugged Insurance Protocol

If a client obtains insurance through an employer – You must find out how they will keep the insurance active PRIOR to client admitting. Some common ways are:
– Utilizing FMLA (Family Medical Leave Act- client must be employed for 12 months or more and employer must have 50 employees)
– Client is utilizing PTO while in our care. This is typically for clients who are looking to do DTX only or can prove that they have an ample amount of PTO available.
  – If they don’t qualify for FMLA and do not have enough PTO, we would require a letter from the client’s employer stating their insurance will stay active while they are in treatment.

 

If a client obtains insurance through the marketplace – You must receive proof of payment (screenshot of client’s insurance portal) showing that the client’s insurance premium was paid for the month of the client’s planned treatment episode and upload into the preadmission tab in KIPU PRIOR to the client admitting.

 

 

How to Obtain/Upload POP

Please ask the client to send you a text with a screenshot for POP. They will need to log into their insurance portal and take a screenshot of this month’s payment, take a screenshot showing they have a $0 balance, or take a screenshot of their paid through date.

Please upload this photo to SF chatter and ask a manager if this suffices for POP. 

When scheduling the client, you will  select “POP Uploaded” for “how is insurance staying active” (located in admit details).

To upload POP into Kipu, go to the client’s chart and select the “preadmission tab”. Select “add form” and choose “POP Attachment”. Title the attachment as POP and the month/year. Select “add attachment” and upload the screenshot. Press “sign and submit” to complete.

If a client has Ambetter or Aetna insurance and cannot give you POP,  there are websites where you can obtain it yourself! Once you add their insurance information, please screenshot the page showing a $0 balance or paid through date and upload to Kipu.
Please see links below:

Aetna POP: https://aetnacvshealth.softheon.com/account/payments/locate-account?cid=off-ivl_ackletter_payment

Ambetter POP:
https://ambetter.payment.softheon.com/guest/locate-account

 Salesforce Admission Responsibilities/Credit

 

Admissions Rep:

•     The admissions rep is responsible for handling the admission. They open the opportunity, build rapport, gather demographics, and get insurance information. The Admissions rep will also conduct the assessment on the first call 😊 when you can. They will collect funds, go over insurance, send to FP, schedule, make sure Kipu is tidy, and handle all aspects of the admissions process.

2nd Admissions Rep (Assist):

•       This role will be used to help with the admission. Refer to Admissions Rep to get details. No one person is responsible for one thing or the other. We are a team and strive to work as one. When you are added on an opportunity in this spot you are equally as responsible as the Admissions Rep.

 

 

TEAMWORK GOES A LONG WAY!!!!

Step Up Procedure

–          Someone from the facility or alumni will let us know that the client needs to step up

–          Admissions will clone the admitted opportunity & select “step-up” as how did you hear about us

–          Add appropriate alumni rep in the alumni rep spot in SF

–          We will use the current KIPU chart—no updates will need to be done. Clinical will add a relapse assessment & clinical occurrence in their current KIPU chart.

o    The only exception will be Austin/Encore—since they are different facilities, a new KIPU chart will need to be made

 

–          The client will be responsible for additional PFR (Patient Financial Responsibility) if applicable.

–          Schedule the client for admission

–          Manager will admit the client with the same MR number when the client admits (we will have 2 SF Opps with the same MR number)

o    The only exception will be Austin/Encore- use the new Austin MR number

 

Recovery Unplugged Pet Protocol

All Facilities:

o    No cats

o    Non-aggressive breeds, at least 9 months old, and must be spayed/neutered 

o    Need to take into consideration the client’s DC plan (LKW and AUS – limited space for pets at FTL & ENC, NASH – does not have PHP/IOP and most facilities do not allow pets)

o    You must bring your own pet supplies (cage, leash, food, bed, poop bags, etc.)

o    No dogs allowed in group rooms or dining areas

o    Dogs must be friendly with humans and other dogs

o    In general, you must have a backup plan for pets if rules are broken

AUS/ENC Pet rules:

o    Under 40lbs

o    1 pet per client

o    Albert Rd – 1 dog (2 if small)

o    969 – 2 dogs

o    PHP houses – 1 at each house

LKW/FTL Pet Rules:

o    2-3 small dogs – LKW

o    2 dogs MAX – FTL

o    40lbs = 2 small dogs

 

NASH Pet Rules:

o    No dogs over 60lbs

o    2-3 dogs at a time

NOVA Pet Rules:

o1 dog per sober living (Forest and Braddock)

 

The admissions rep will be responsible for obtaining the pet records and a photo of the dog. Please send this to the facility manager where the client is looking to admit for approval.

 

 6-8 weeks (about 2 months) old – DHPP Vaccine (Distemper, Adenovirus aka Hepatitis, Parainfluenza,

Parvovirus) and General Dewormer

9-11 weeks (about 2 and a half months) old – Bordetella Vaccine, DHPP Booster, and General Dewormer

12 weeks (about 3 months) and older – Rabies Vaccine, DHPP Booster, Bordetella Booster, and General

Dewormer

Annual vaccinations – Rabies Booster, DHPP Booster, Bordetella Booster

 

• All documents gathered by the admission representative should be titled appropriately (e.g., “Pet

Vaccination Records”) and uploaded in the “Pre-Admission” tab for verification and review.

• Pets must be spayed or neutered if 6 months of age and older.
• Advise clients that their pet MUST have an identification and rabies tag, and be in general good health

and be free of fleas and/or ticks.

• A complete list of client responsibilities

 

COMPLETE THE FOLLOWING SECTION IN KIPU FOR ALL PETS

Under the “Preadmission” Tab click “add form” and select “Recovery Unplugged Pet Approval Form”

 

Once the form is populated you will:

•         Answer the questions.
•         Attach the vet records and a photo of the dog.
•         Sign and submit
•         Save this form as a PDF
•         Send vet records, Kipu form, and picture of pet for approval.

 

 

 

CALL FLOW

BE THE PERSON YOU WOULD WANT YOUR LOVED ONES TALKING TOO.

“Thank you for calling Recovery Unplugged. My name is ( ). May I ask who is calling?”

“Thank you (caller name), are you calling for yourself or a loved one?”

“Is this a good call back number in case we get disconnected?”

“How did you hear about us, (caller name)?”

“Tell me a little about what you’re struggling with, what prompted you to give us a call today?”

• This is an excellent time to disarm/relax the caller. Make them feel heard and understood. Relate to them. THIS WILL BE YOUR ONLY OPPORTUNITY TO MAKE A FIRST IMPRESSION. First impressions mean a lot. You can start to develop a feel for how the call is going to go based off their response to this question. You want to get them talking yet maintain the direction of the call. You will be able to develop a sense of what the client will need at this point in the call.

 

Once the previous section of the call is completed….

“It sounds like you/loved one could certainly use our help, let me tell you about what we offer.”

• This is the portion of the call where you create need and build value in our program.
• This is also where you can transition the call into a virtual call flow by explaining our virtual program if that’s what they are specifically calling about.
• Inform them of parts of the program that may benefit them specifically and why.
• Tell them about some of our amenities.
• Explain our music assisted treatment method. (Good chance to ask about a favorite band or song further building rapport)

The caller should be feeling more comfortable at this point. It should be easier to obtain needed information to complete the opportunity and move forward toward the prescreen.

Once finished explaining the program…

 

The last thing you should collect before moving towards a prescreen is the insurance information. If client does not have insurance, then pitch private pay.

 

“When were you/loved one planning on admitting to a program/getting help?”

 

• Soft close. Get a picture of what the clients plans are/where they are in the process of getting help. Having this info will also allow you to do soft pushes throughout the call, for an earlier admission, if they weren’t planning on admitting soon.

 

“Let me collect some basic information so we can see what you qualify for”

 

• DO NOT START BY ASKING CLIENT INSURANCE/PAYMENT INFORMATION
• Collect the client’s name. Confirm clients phone number. COLLECT EMERGENCY CONTACT AT THIS POINT IN THE CALL.

 

“How were you planning on paying for treatment? Most of our clients utilize insurance or privately pay”

 

• If they have insurance, collect information. Explain to the client you will have the insurance checked and transition into prescreen. DO NOT HANG UP THE CALL.
• If they do not have insurance transition to private pay discussion.

 

Once determined that client doesn’t have insurance…

Break the ice. There may be some embarrassment/shame involved on the caller’s part about not having insurance.

 

“That’s ok, I completely understand. We still have affordable options for you/loved one. We also don’t expect you to have a huge sum of money upfront. What would be an affordable down payment for you?”

 

If they reply with a dollar amount…

“Great. We have a finance department that can assist you with setting up an affordable payment plan. In the meantime, let’s get a prescreen to get you medically qualified for the program!”

 

• Transition into prescreen.

 

If they are hesitant giving a dollar amount…

 

“I understand the apprehension, if you do not have any money, we still have options for you. Just let me know your situation so I can properly help”

 

 

• This is a soft touch on if the client can privately pay or not. We do not want to transfer clients to FinPay who do not have funds. If no funds are available move to no funds/Musicares.

 

If a client wants to hear options or prices…

• Push for a prescreen. Explain to get accurate pricing a prescreen would be needed to determine specific level of care as the cost varies
• Pitch generalized full price options. Explain discounts may be available if paying a lump sum upfront. Push for prescreen.
• If client wants to hear specific prices before a prescreen and they are deemed to have funds transfer to FP to go over pricing.

 

If the client has no funds/insurance….

 

• Ask the client if there is anyone who would be willing to assist them with getting help. Reiterate the need. Reiterate some points of our program that may have interested them and how we would be an excellent fit for them
• Vet for Musicares if all else fails.

 

Musicares qualification… 

• 5 plus paid, verifiable years in the music industry. This can be anything in the music industry (ex. Musician, composer, stagehand, producer, writer, DJ, etc.) we need proof this is how client made their living.
• If the client is a good candidate. Email Richie at [email protected] & explain the client’s qualifications.

 

If a client fails to meet any of our payment methods (Qualified insurance, private pay, Musicares) please transfer them to SAMHSA for further assistance in their area.

 

 How to refer out clients in SF

For client’s that have active insurance

Every client needs to agree to a referral in order for us to remain in compliance with HIPAA.

Between Send to FinpayAdvisor and Verify insurance there is the “Send to Referout” Button. 

Click “Send to admissions”.

Choose “refer out only.”  Please do not choose SA or Virtual box. Select “next”

Answer all questions.

Once this information is filled out and the Next button is chosen it will notify the Referral Team of what is needed. It is important that we provide accurate info when a referral is needed. Phone number/location/Insurance/ usage etc.

When a referral is needed let’s obtain the info on the front end to limit the 2nd and 3rd calls and back and forth chatter within SF. Please follow the simple process and procedure. This way we can continue to support one’s Recovery Journey whether with RU or a separate provider. 

List of facilities for Medicaid, Medicare, and no insurance/Money clients 

Texas area (Joseph Gorordo)

–          No money/no insurance– Cenikor – Jude Fernandes – 720-534-6409

–          Medicaid– The Right Step – Michael Husting – 817-583-4297

–          Medicare Female– Nexus – 214-321-0156

–          Medicare Male– Austin Oaks – 512-440-4800

Virginia area (Betsi Kreshover and Melod T)

–          No money/insurance- Fairfax/calls church community services board: 703-383-8537

–          Medicaid- Contact Melissa Brown via text at Pinnacle 804-466-2141  

–          -New York: Arms Acres 845-225-3400

–          -New Jersey: Elev8 404-789-7419

–          -Pennsylvania: Gaudenzia 610-239-9600

–          -Delaware: use automated refer out system for these and she will place

–          -Maryland: use automated refer out system for these and she will place

–          -Virginia: use automated refer out system for these and she will place or SEND TO Melissa Brown at Pinnacle 804-466-2141

–          West Virginia: St. Joseph Recovery Center 304-362-0295

–          -Washington DC: PIW (Psychiatric Institute of Washington) (Psychiatric Institute of Washington) (Psychiatric Institute of Washington) 202-885-5600

–          -North Carolina: Residential Treatment Services of Alamance 336-227-7417

–          -South Carolina: Three Rivers 866-796-9911

–          -Georgia: Turning Point Care Center 229-985-4815

–          Medicare (anywhere on east coast)– Virginia Hospital Center – call Pam 703-558-6755

–          All other states on east coast pls use automated refer out system for these and she will place.  

Florida area (Barry Reiman)

–          No money/insurance- BARC 954-765-4200

–          Medicaid- Ft. Lauderdale Behavioral Health via Emily Walsh 954-803-8701

–          Medicare- use automated refer out system for these and he will place. 

Tennessee area (Nolan Weiss)

–          No money/insurance Female- The Next Door 615-251-8805

–          No money/insurance Male- Buffalo Valley 800-447-2766

–          Medicaid Female- The Next Door 615-251-8805

–          Medicaid Male- Mirror Lake 561-713-3547

–          Medicare/TennCare- use the automated refer out system for these and he will place. 

If they are located in a state we are not, and have Medicaid/Medicare/no insurance, please send to SAMHSA.

 

FINPAY CONVERSATION/Hours
(Open Mon-Fri 9am-9pm, Weekends until 5pm)

 

After a manager creates a FP file, you will call client and WT them over to the financial department

(Will be a warm transfer.  (Phone number is 754-241-0616). Finpay specialist will transfer calls back to the call center upon completion.)  

*If the Finpay file is for IOP or any VIOP transfer the call to the Finpay Outpatient team

(Patient name), initially, most of the people we speak with find the cost of treatment to be confusing. I am going to transfer you to a payment specialist who can help you explore all your options so you can pick a payment program for treatment you are confident works for you financially. Before I do this is there anything pertaining to the program or treatment itself that you may still have questions regarding? The payment specialist will be able to assist with any questions regarding the financial obligation. We encourage you to look at treatment as an investment in your future rather than an expense. If you think of anything that you may want to ask regarding the program while on the phone with the payment specialist, please write these questions down and I will be more than happy to answer these. Do you mind holding while I try to get a payment specialist on the phone to help you? (Patient response)   

 IF A PAYMENT SPECIALIST IS UNAVAILABLE 

(Patient name), our payment specialists are currently on the phone helping other patients. We never like to rush people so I will have a payment specialist call you back as soon as possible. Does that sound like a good plan? (Patient response)  

Should they call you back at the number you gave me earlier? (Patient response)  

Great. As we are committed to our mission to provide quality medical care to all patients, someone will be calling you soon to help you get access to treatment no matter what your circumstances.

Do you have any questions? (Patient response)  

HOW DID THEY HEAR ABOUT US

Alumni –

v  When a client is sent in by an alumni rep.

o   Make sure you enter the rep’s name and mark if behaviorally approved on the opportunity.

v  When an alumnus calls directly into the call center.

o   Make sure to ask for behavioral approval and who the rep is.

o   Enter this into the opportunity.

o   Lead source will remain where the call from

Alumni/WOM-

v  When sent in by an alumni rep.

o   Make sure to confirm they are the alumni rep.

o   Add this to the opportunity.

v  When a client calls in and states they heard about us from an alumni client.

o   Ask the alumni team from that state who is the rep and let them know the alumni that referred the client.

o   Enter the rep on the opportunity.

Step Up-

v  When a client is sent in by alumni as a step up.

o   Confirm the rep and add to the opportunity. 

Outreach-

Outreach –

v  When an outreach rep sends the lead in.

v  When a referral source emails or faxes a referral to us.

o   Make sure to enter the lead and add the referent & Outreach Rep.

v  When a referral source calls in with a client.

o   Make sure to add the referent and outreach rep.

 

v  When Outreach sends in an alumni client.

o   Lead source will remain “Alumni Referral.”

o   Add referent & Outreach Rep.

o   How did you hear about us will be “Outreach”.

o   You still need to ask who the alumni rep is and for behavioral approval.

o   Mark in the opportunity for tracking.

v  When a client calls in and states they heard about us from a facility, therapist, doctor, or any other professional source.

o   We need to dig deeper into who or where they were referred from.

o   Add the referent & Outreach Rep to the opportunity.

o   Lead source will remain wherever the call came from.

o   How did you hear about us will be “Outreach”. 

   

WEB-

Web –

Whenever a caller calls in and says they heard about us from the web, billboard, TV, radio, or any other organic source.

o   Dig deeper on where they heard about us (YouTube, reddit, google, etc.)

o   Mark correctly in the opportunity.

v  When cloning a closed lost web lead, it will remain the same.

o   Make sure to reference the old opportunity to mark the lead source and how did you hear about us correctly. 

Rare Cases

 If an opportunity is reopened after being closed it will become wherever it was sent from or the client states.

If Outreach tells you a client was referred to us from their referral source, but the client stated it was from the web then it will remain web.

o   Outreach rep and Referral Source will be added for tracking purposes.

If a lead is sent in by two different reps or alumni and outreach it will go to whoever sent the referral first.

 

FP for VIOP and IOP DIRECT ADMITS ONLY

–          VIOP, IOP DIRECT admits must be sent to the outpatient Dept at FP. If an outpatient FP rep is unavailable, please ask an IP FP rep if they can assist.

–          If the caller is coming directly into VIOP or IOP at any location, the rep will transfer that call to (754) 206-7879

–          We will use the tag “FinPay – Outpatient Team”. This will solely be for the OP team and is only to be used if a client is a direct admit to IOP or VIOP.

 

 

 

 

 

Rebuttals

“Where are you located? I do not want to travel”

Ask: Where are you calling from? They will answer. Keep the conversation flow going to the next qualifying question. If they keep asking, tell them we are in Florida, Virginia, Tennessee & Texas but have resources all over the country and we can help. Let them know we are here to help!

If they do not want to travel after you have qualified them & built value, isolate their objection to travel (cost, family, etc.).

To increase your chances for a successful recovery, it is important to change people, places, and things to cut distractions. Let them know it is not a permanent move, but it will allow the person to focus 100% on themselves. As you may know, some days in treatment will be harder than others and staying local would make it easier to give up. We want to give everyone the best chance to recover.

 

“This is a lot more expensive than I thought”.

I completely understand how you feel because cost can be a big concern for most people. I know that this is a critical part of your being able to enjoy the rest of your life. What we discovered though was through hard work, focus, sacrifice, and creativity we have been able to exercise several different options we have available to find a way to help raise money for treatment.

 

“I have tried treatment before and it has not worked”

We are not “every other treatment program.” We offer therapy that no one else offers. Talk about our program and the one-on-one attention that they receive.

 

“I do not want to go to treatment until next week”.

Isolate objective. Paint a picture of what their life will be like for the next week if they do not come now. Let them know we have one (male/female) bed & it is on a first come first serve basis. If they do not take this bed, we do not know when the next one will be available.

 

“I have too much to do and cannot go to treatment”.

Isolate goal. (Use ammunition from pre-assessment such as family issues, issues with work, overdoses, legal issues, etc.). Whatever it is that is going on is not as big as getting help for your addiction. Once you finish rehab, you will be able to handle everything. You are not as effective handling those things now as you would be once you were sober. Getting help is the priority above everything else.

“I cannot miss work/school”.

How long have you been with your employer? More than 1250 hours (about 1 month 3 weeks) per week for over 1 year? Does your company have more than 50 employees? (Tell them about FMLA which protects their job & gives them 12 weeks (about 3 months) off per calendar year). Also, you are not at your best as an employee/student & prolonging your use is risking your life. After you get help, you can re-enroll in school or find a new job, but you cannot find a new life.

“I will only go to treatment if…”

Your way of living is taking you down a dark path. (Bring up examples from pre-assessment). For you to get the best care and treatment, you must do things that may be a little uncomfortable. (You can mention your own experience in rehab & how you learned a new way to live because your way was causing a lot of negative consequences). We know what we are doing & have helped many people. Us not allowing phones/computers/something else is for your own good & that is what all of this is about in the first place.

“I am not that bad”.

This is not a comparison. This is about you & how much we care about you. I am concerned about you and so is (person) & from the outside looking in, your addiction is worse than you really believe. (Bring up examples of negative consequences from pre-assessment to remind them of what drugs/alcohol has done in their life already). for your own good & that is what all of this is about in the first place. Our experience has shown that if you continue along the path you are going, things will get worse. It is time to get help.

“Treatment is too long & is like jail”.

We have programs that vary in length to help fit your needs. We do not have any bars on the windows & you will not be handcuffed or locked in a room at any time. You are allowed outside & will do fun activities on the weekend. We have great food. Most of our staff are in recovery so we know what you are going through & will be compassionate & understanding. We have live performance groups; open mic & you get an MP3 player upon admission. This will not be like serving time in jail & it is for your long-term well-being.

“Treatment is too expensive”.

There were not any financial complaints when you asked people for money to continue your addiction. How much are you spending to pay for your addiction? How many opportunities have you missed due to it? It is time for a change. Everyone is willing to help you however possible. We work with insurance & financing & can even set up a payment plan. You can always make more money, but only have one life.

 

FAQ

Where is the RU Treatment Center located? What state are you in?

We have resources nationwide to suit your needs. Ask them a question such as “Are you looking for help for yourself or a loved one?” (We do not want to deter the caller from coming to RU because of our location. Build the value then deliver the product information).

 

Can you give me a brief overview about RU Treatment Center, and the programs within?

RU Treatment Center is a dual diagnosis facility that specializes in treating those affected with substance abuse and mental health conditions. We use music as a catalyst to break down barriers.

How much individual therapy is provided?

Individual therapy is provided by the client’s therapist, and is done on an as needed basis, decided by both therapist and client.

What other therapy is provided at RU Treatment Center?

Beyond individual therapy, the treatment plan includes cognitive behavioral group therapy (in a small group setting), psycho-educational groups (relapse prevention, self-sabotage, co­dependency, etc.), psychiatric evaluations, coupled with recreational therapy (music therapy, gym, beach, outside meetings, etc.)

What comes after the inpatient level of care?

RU Treatment Center offers a full continuum of care following the inpatient level. This includes residential, day/night treatment, intensive outpatient (IOP), aftercare, and aid with setting up sober living.

What insurance policies are accepted at RU Treatment Center?

RU works with most major insurance carriers. I would be happy to check your benefits and let you know if your policy is one we work with.

What is the private pay rate at Recovery Unplugged Treatment Center?

If possible- It is important for the benefit of our clients that we do not give them the price until we have built our value & gathered their information. Sharing the price too early without taking them through this important process will reduce the likelihood that they will privately pay. 

Private Pay cost will depend on location, LOC, and length of stay. These rates can be found in Sharepoint. Please see what the client is looking for and ask a manager for the cost, i.e “What is the PFR for 2 weeks of RTC in LKW?” or “What is the cost for DTX in TN?”

If they are comfortable with the price, let the client know that we first need to complete a PS to see if they are medically appropriate for the LOC they are looking to pay for.

If a client needs a payment plan for a private pay PFR, they will need to speak with FP to set up a plan for the full amount.

We can offer a discounted rate if they pay up front. (i.e. check, credit card, etc.). We need to collect this in house. If paying with a credit card in house, you would obtain their credit card information, billing address, and email for a receipt. Email this information to @managers to process the payment. Please note we CANNOT offer a discounted rate if they need a payment plan. If they are going through FP they will need to pay the full amount.

What forms of payment are accepted?

Credit cards, checks, wire transfers, or cash are the accepted forms of payment.

 

Will I be billed by Recovery Unplugged Treatment Center for any out-of-pocket expenses

The amounts discussed prior to admissions, regarding the insurance benefits, are what may be billed, should they not be collected upon admission. Any copays for medications, utilized by the insurance, may also be billed if not paid during treatment.

If we provide a Lyft or sober transport for the client, this will be billed to them.

Does the RU Treatment Center help with transportation?

If a client cannot afford a plane ticket/bus ticket, please tag managers in SF and ask if we would be able to assist. If approved, please send managers a link to the ticket the client wants. Management will create a FP file for the amount and you will transfer them over to set up a payment plan. They will need to put at least $5 down. Once cleared with FP, management will purchase the flight and email flight confirmation to the client. 

Note: We can only purchase flights for clients from major airlines. This is because they offer returns within 24 hours of take off and are less likely to have cancellations/delays. Southwest is always a great option. We cannot purchase flights from Spirit or other budget airlines. If the client wants a low budget airline they will need to purchase it themselves.

If a client needs a lyft, please ask managers if this is feasible.
If approved, they will need a pickup address and will need to be notified to order it when the client is ready.

Assistance with sober transport will need to go through outreach. If it is an outreach opp, please tag the outreach rep to see if they can assist. If it is an internet opp, please tag the outreach rep in that area to see if they can assist. They will need the pickup address and date/time for the ride.

What is the general length of stay at RU Treatment Center?

The length of stay depends on several factors: clinical, medical, and legal necessity. To elaborate, these factors include: the number of days the insurance will allow the client to stay in a particular level of care, clinical progress made by the client, doctor notes, etc.

Is detox done on site/ Is detox included in cost?

We do have detox on site at our Texas, Nashville, and Lake Worth locations. If insurance is available to utilize, then the detox facility will be arranged according to the type of insurance a client has, along with the type of detox needed. If there is no insurance to utilize, detox will need to be paid completely out of pocket. The type of detox needed, along with the facility a client is going to, will determine the out-of-pocket cost for private pay.

 

Does the RU Treatment Center have a full medical staff?

RU’s Medical Director is Dr. David Kramer in Florida, along with Tammy D’Aquila, our onsite nurse. RU’s Medical Director in Texas is Dr. Carlos Tirado. RU’s Medical Director in Tennessee is Dr. Michael Ferri.

What licenses and accreditations does RU Treatment Center hold?

RU Treatment Center is licensed by The State of Florida and The Department of Children and Families. RU Florida, VA, & Texas are Joint Commission Accredited.

How are the living arrangements set up?

RU Florida PHP & IOP house all their clients at an offsite location, in a condominium style setting located about a mile away from our Administration and Clinical office. The condominium style living arrangements may include 30-40 clients. The condominiums include a fully furnished living arrangement, pools, and just a block away from the beach.

Our Texas & Lake Worth facilities offer housing on site with semi-private rooms with flat-screen TVs, fitness-center access, a state-of-the-art recording studio, beautifully landscaped grounds and much more.
Virginia houses their clients in private residences near our Clinical office.
Recovery Unplugged Encore houses clients at multiple sober living houses in the surrounding area.

Do I have to cook for myself?

All clients are responsible for cooking and preparing their own meals at RU Florida PHP & Encore PHP. The treatment plan includes a $70 gift card to the grocery store, by which a client can purchase their own food. In addition, lunch will be provided Monday through Friday in our TX location. A chef prepares meals for clients at RU Texas & Lake Worth. Food is purchased from the grocery store in Virginia.

 

How many clients can RU Treatment Center treat at any given time?

Recovery Unplugged Lake Worth treats 54 clients.

Recovery Unplugged Florida treats 32 clients. Recovery Unplugged Texas treats 41 clients. Recovery Unplugged Virginia treats 17 clients.

What am I allowed to bring to RU Treatment Center?

Can bring: Positive reading material, music device (if there is no internet access), two weeks’ worth of clothing, gym clothes, swimming attire, bathing/ hygiene supplies/ pictures of family, instruments.

Cannot bring: Laptop, cell phone will be taken upon admission if brought to RU Treatment Center, any internet device, pornographic material, sexually revealing clothes.

Is smoking allowed at Recovery Unplugged Treatment Center?

Smoking is allowed outside during breaks and outside while at the residence.

Am I allowed to use the phone/computers? How often?

At RU FL, after the 3-day blackout period, clients are allotted 20 minutes of phone time per evening.

At RU LW, phone calls are determined on a case-by-case basis.

At RU Encore and VA, clients get their cell phones back after programming

.

Facility Information

Recovery Unplugged Florida

Ø  Detox/Residential- 54 maximum capacity

Ø  Partial Hospitalization- 32 maximum capacity

Ø  JCAHO accredited

Ø  Music is used as a catalyst to help break down barriers for our clients

Ø  Two live performance groups per week

Ø  One open mic group on Wednesday

Ø  Mic checks every morning to get everyone engaged

Ø  Music is used in every group that happens throughout the day

Ø  Every new admit is given an MP3 player & creates a recovery playlist while in treatment

Ø  Residence is 1 block from the ocean (PHP)

Ø  Yoga, meditation on the beach in the morning

Ø  Activities on the weekend include beach, laser tag, movies, airboat rides, snorkeling (PHP)

Ø  12 steps with a holistic approach

Ø  Individualized to the client

Ø  Small caseload/primary groups (5-7 people)

Ø  All clinicians are master’s level or higher

Ø  Therapy M-Sat 9:15am-3:15pm (PHP)

Ø  IOP services 6-9pm 3x per week (Monday, Tuesday, Thursday)

Ø  Men & women RU halfway houses (require Vivitrol for opiate addicts & alcoholics) $200.00 a week.

Recovery Unplugged Nashville

Ø  Detox & RTC- 32 maximum capacity (4 mental health beds)

Ø  VIOP- Available to qualified clients within the state

Ø  JCAHO accredited

Ø  Music is used as a catalyst to help break down barriers for our clients

Ø  Two live performance groups per week

Ø  One open mic group on Wednesday

Ø  Mic checks every morning to get everyone engaged

Ø  Music is used in every group that happens throughout the day

Ø  Gym/yoga 3x per week

Ø  Chef on site to prepare all meals

Ø  12 steps with a holistic approach

Ø  Individualized to the client

Ø  Small caseload/primary groups

Ø  All clinicians are master’s level or higher

Ø  Psychiatrists to support mental health needs

Ø  MAT (Medication Assisted Treatment) for clients who wish to stay or get on Suboxone, Naltrexone, or Campral

Ø  Specialists in trauma, anxiety, depression, relapse prevention, and cravings management techniques

Ø  1:1 case management M-F to aid with legal, FMLA/STD, and discharge planning

Ø  Yoga

Ø  Game rooms- Xbox, virtual reality headset, corn hole, basketball

Ø  Individual AC units in each room

Ø  Flat screen TVs with cable in every room

Ø  Alexa sound immersion music room

Ø  Nice patio area to have a picnic or just enjoy the weather

Recovery Unplugged Texas

Ø  Detox/residential & Encore-PHP/IOP

Ø  Residential- 24 maximum capacity  

Ø  Detox- 17 maximum capacity

Ø  JCAHO accredited

Ø  Music is used as a catalyst to help break down barriers for our clients

Ø  Two live performance groups per week

Ø  One open mic group on Wednesday

Ø  Mic checks every morning to get everyone engaged

Ø  Music is used in every group that happens throughout the day

Ø  Every new admit is given an MP3 player & creates a recovery playlist while in treatment

Ø  Self-contained facility (detox & residential have separate wings) on 3 acres of land outside of Austin, TX

Ø  Activities on the weekend include hiking, laser tag, movies, paddle boarding

Ø  Chef prepared meals

Ø  12 steps with a holistic approach

Ø  Individualized to the client

Ø  Small caseload/primary groups (5-7 people)

Ø  All clinicians are master’s level or higher

Ø  Therapy 7 days per week: 9am-4pm, PHP is 6 days a week (Monday-Saturday), IOP is 3 days (Monday, Tuesday, Thursday)

Ø  Wheelchair accessible

Recovery Unplugged Northern Virginia

Ø  PHP- 16 maximum capacity

Ø  JCAHO accredited

Ø  Music is used as a catalyst to help break down barriers for our clients

Ø  One live performance group per week on Friday

Ø  One open mic group on Wednesday

Ø  Mic checks every morning to get everyone engaged

Ø  Music is used in every group that happens throughout the day

Ø  Activities on the weekend include bowling, mini golf, movies, outings to parks

Ø  Gym/yoga equipment on site

Ø  Groceries are supplied

Ø  12 steps with a holistic approach

Ø  Individualized to the client

Ø  Small caseload/primary groups

Ø  All clinicians are master’s level or higher

Ø  Therapy 7 days a week: 9:15am-3:15pm (PHP)

Ø  IOP services 6-9pm 3x per week (Monday, Wednesday, Thursday)

Ø  We help with job searches while they are in PHP

Ø  Clients live at the Oxford House or similar sober living or at home to attend our IOP

Ø  Community housing with which to build a bond with fellow clients

Ø  Psychiatrists to support mental health needs

Ø  MAT for clients who wish to stay or get on Suboxone, Naltrexone, or Campral

Ø  Specialists in trauma, anxiety, depression, relapse prevention, and cravings management techniques

Ø  Comfortable, calming atmosphere including essential oil diffusers in group rooms

Ø  1:1 case management M-F to aid with legal, FMLA/STD, and discharge planning

 

Recovery Unplugged New Jersey- Sober Living

25 East Cedar Ave, Merchantville NJ. 08109

As of now this is sober living ONLY- Future IOP programming in NJ is tentative

 

Cost:

•         $1k monthly
•         Prior to admission they will pay $1200 ($1,000 for the first month plus a $200 deposit)
•         Starting the next month- $500 will be collected every two weeks

 

Housing Structure:

•         2 private rooms
•         3 – 2-man room
•         1 – 3-man room

 

 

Amenities:

•         Big Backyard
•         Game room – guitars & amps
•         Weight room – not yet (will update)
•         We provide cleaning supplies and internet.
•         CM services – maybe will update.
•         We do NOT provide transportation or laundry detergent

 

 

Curfew:

•         Sunday – Thursday – 11p
•         Friday and Saturday – 12am – Curfew

 

 

What is Mandatory:

•         3 meetings a week will need documentation.
•         Weekly meeting mandatory

 

 

Virtual Program (VIOP) INFO

 

Substance Abuse VIOP – ALL Locations –

Substance Abuse Virtual groups are Monday, Tuesday, Thursday only

9am-12pm central time / 10am-1pm eastern time – AM option

6pm-9pm central time / 6pm-9pm eastern time – PM option

 

Mental Health VIOP – ALL Locations –

Mental Health Virtual groups are Monday, Tuesday, Thursday only

9am-12pm central time / 10am-1pm eastern time – AM option

6pm-9pm central time / 6pm-9pm eastern time – PM option

 

 

 

Spanish Speaking VIOP

Monday, Tuesday, Thursday 6-9 EST and 5 to 8 Central

Adolescent program- VA Only  

Group days and hours: M/W/Th 6-8pm EST

 

 

In person IOP INFO

 

Texas in person IOP

SA IOP3 – Monday/Tues/Thurs  6:00pm-9pm (This is TX time)

SA IOP5 – Monday – Friday  9am-12pm (This is TX time)

 

FLORIDA in person IOP

SA IOP3 (FL) – Monday/Tues/Thurs  – 6:00pm-9pm  (FL Time)

SA IOP5 (FL) – Monday 6p-9p, Tuesday 6p-9p, Wednesday 9a-12p, Thursday 6p-9p, & Friday 9a-12p

 

VIRGINIA

IOP 5 (VA) M-F 10a-1p 

IOP 3 (VA) M-Th 6-9pm 

OP (Outpatient) Track – VA Only

 

6pm Est on Thursdays. Each session is 1.5 hours long. It cost $150.00 dollars PER session. To financially clear the client, we will charge $600.00 (Up front) for the first month. OP sessions can be in person only. We are unable to utilize INS as of now for this. The only way a client can do OP with us is by first going through our VASAP procedure, or they are stepping down from a higher LOC. 

 

Nashville does not offer in person IOP

 

VIOP Rules and Expectations:

 

Group Expectations:

•         You are expected to be present in all 3 groups each week
•         You are expected to stay through the entirety of the group 
•         You are expected to have your camera on and be engaged in the group
•         You are expected to respect the confidentiality of the group and to be in a private setting with no other people around
•         Absences should be reported to your care manager prior to missing group to be considered excused 
•         3 unexcused absences can result in discharge from the program

 

Therapy Expectations:  

•         You are required to have an individual session with your therapist 1x per week
•         If you are unable to make your scheduled individual therapy appointment, please be sure to give your therapist at least 24-hour notice

 

 

 

Admissions Process for VIOP

•         Gather all info as normal, including SSN, email, address, EC and usage. This is VERY important.
•         If it’s not a CM for outreach, ask the client when they will be available for a call and set a task for Tiff G (as early as 30 minutes out works!). Please tag Tiff G in the opportunity.
•         If it is a CM for outreach, still gather as much info as possible. Tag Tiff G asap to see if she’s available so she can handle it. If she is not available, run PS as normal and tag her so she can take the lead on next steps.
•         Tiff will handle the rest of the way through.
  She will tag you with updates and ask for assistance if she is busy and needs help.
•         No need to update the opp daily, Tiff G will handle that and any virtual updates in SFA email.

 

 

VIOP RULES:

•     The VIOP program is 8-10 weeks – **clients should be prepared to commit to at least 8 weeks for it to be considered a completion. **
• Groups are 3x a week and held on Monday, Tuesday & Thursdays
•     1st group is held from 6:00pm-7:30pm central time zone (7pm-8:30pm if you are on Eastern time zone) **please note time zone differences**
•     2nd group is held from 7:45pm-9:00pm central time zone (8:45pm-10pm if you are on Eastern time zone) **please note time zone differences**
•     You are expected to attend BOTH groups each night – otherwise insurance will not cover you in this program
•     3 unexcused absences can result in discharge from the program.
•     Clients are entitled to one individual therapy session each week if they are attending all groups. ** if they have missed groups that week – they are not entitled to this individual session**
•     Clients will receive nursing support for questions they may have about medications and getting set up with medical referrals as needed
•     Clients will receive case management support for any legal, employment, or other outside issues
•     Clients have the option to attend (optional but strongly encouraged) the virtual Alumni meeting on Sunday nights

 

 

 

 

 

 

CTM Chats

When speaking with a potential client in CTM, answer the chat and build a rapport with the potential client. Ask them what they are struggling with and how we can help. Do not just jump into “What are you using” or “Do you have insurance.”  Find out how they heard of us Ex. Internet, Word of Mouth, Outreach. If we are unable to help them, do your best to point them in a good direction and do not just dismiss them. These chats are a useful tool for Word-of-Mouth admissions and to show we are a caring facility.

Example questions to ask:

–       What are you struggling with?

–       How long have you been struggling with this?

–       Have you ever been to treatment?

–       Does anyone else know that you are struggling?

–       What prompted you to reach out for help today?

–       Do you have any mental health issues along with substance abuse/alcoholism?

 

Sober Living Requirements/Cost

FL Sober Living- Housing manager Rachel Utano

$1,100 up front (first month’s rent and admit fee of $300). No FP.
Following that month it is $800 monthly

1- No Gabapentin
2- They have to be on some type of MAT (Suboxone, Sublocade, or Vivitrol) if they have any history of opiate  or alcohol use
3-No recent suicide history or  too high psych
4- If coming from another facility or are medically complex we need MR (these will need to be sent to Rachel)

 

TX Sober Living- Housing Manager Chris Vert

$900 up front/monthly

 

 

 

 

Amenities List

 

Florida DTX RTC

•         Gym
•         Xbox/Game Room
•         Pool table
•         Ping Pong
•         Foosball table
•         Dart Board
•         “Dog Park” – A small, caged area
•         Basketball hoop
•         Cornhole
•         Music room with drum set, sound system, guitars
•         Karaoke Machine
•         Yoga Studio
•         Golf Simulator
•         3.5-acre property with 11 different buildings
•         Open community
•         Cable TV in every room
•         Chef
•         Fully stocked snacks in rooms

 

Florida PHP

•         Yoga in mornings
•         Beach trips
•         Beach walks under the moon
•         Outings like bowling, airboat tours, fishing, etc.
•         Outside 12 step meetings
•         Pool
•         Cable TV
•         Music equipment
•         Snacks provided

 

TX Detox

•         Vibe room
•         Cornhole
•         Nintendo Wii
•         Group room with games and Netflix
•         Loaded ice cream freezer
•         Backyard trails
•         Pizza and soda nights on Saturdays
•         MP3 players for each client
•         Laundry service
•         Grand Piano
•         Chef
•         Cable TV in every room

 

TX RTC

•         Fully loaded music room
•         Big screen TVs in group rooms
•         TVs in all bedrooms with cable
•         Volleyball
•         Hammocks
•         Large Backyard
•         Fire Pit

 

TX PHP

•         At men’s house (Grizzly and Sahara)
•         Universal weight machine
•         Workout bench and free weights
•         Jacuzzi
•         In house computer
•         Wi-Fi
•         Flat screen TVs in each room
•         Music room with drums, guitars, and Piano
•         Multiple Living areas per house with flat screen TVs
•         Grocery delivery service
•         Basketball courts
•         Cornhole
•         Darts
•         Foosball table
•         Large outdoor patio areas
•         Fire Pits
•         Weekly outside activities and events
•         Cable TV/Netflix

 

TX Female PHP house Wasson

•         Workout bench and free weights
•         Full kitchens w/deep freezers
•         In house computer
•         Wi-Fi
•         Laundry facilities
•         Flat Screen TVs in each room
•         Large living room with large TV
•         Grocery Delivery Service
•         Darts
•         Cornhole
•         Large outdoor patio
•         Fire pit
•         Weekly outside activities and events
•         Cable TV

 

VA PHP men and women’s houses

•         Family style homes
•         Gold’s gym membership
•         Gym equipment at each location
•         Can purchase what they want each week
•         Store runs
•         You can order take out
•         Events outside on Sundays – bowling, movies, museums etc.
•         Outside meetings
•         Starbucks runs
•         Wi-Fi
•         Cable TV/Netflix
•         Movie nights

 

 

TN DTX RTC

•     Magic Room (Colorful lights, big bean bags, a place to listen to music and just relax)
•     Client Lounge (Reclining Chairs, TV with Netflix, and Hulu)
•     Game Room (PS2 and Nintendo 64 with games)
•     Ice cream Freezer
•     Snacks always available
•     Art Corner (Canvas’, paint, markers, scrap book paper, etc.)
•     MP3 Players
•     Basketball goal
•     Gym – Workout area
•     Canopy area for smoking and hanging out
•     Firepit in the back
•     Laundry is done for clients by staff
•     Cleaning is done for clients by staff.
•     Music always playing
•     Nursing 24/7
•     Sunday nights is pizza, BBQ, or Chinese.
•     TVs in all bedrooms

 

 

Levels of Care 

Residential Treatment: Following detox, clients may transition to our residential treatment, which provides structure, therapy, and support for an extended period, usually 30-90 days. This level of care helps integrate sober living skills in a controlled environment.

Partial Hospitalization Program (PHP): PHP serves as a bridge between residential treatment and outpatient care. Clients attend treatment for several hours each day, typically 5-7 days a week, while they begin to reintegrate into their daily lives.

Intensive Outpatient Program (IOP): IOP is a step down from PHP and involves attending treatment sessions for a few hours each day, 3-5 days a week. This option is designed for those with a stable living situation.

Outpatient Treatment (OP): Outpatient care involves less frequent sessions and is ideal for clients who have work or family obligations. This level continues the recovery process with less intensity than IOP.

Aftercare Planning: We assist with the transition to sober living and ongoing care to maintain long-term recovery.

What kind of therapy/services do we provide?
(Therapeutic modalities & Explanations)

Cognitive Behavioral Therapy (CBT): A therapy modality that helps patients recognize and change negative thought patterns and behaviors.

Dialectical Behavior Therapy (DBT): This therapy focuses on teaching coping skills to manage emotions, improve relationships, and live mindfully.

Family Therapy: Involves family members in the treatment process to improve communication and heal relationships.

Group Therapy: Provides peer support and allows clients to share experiences and learn from one another in a structured environment.

Individual Therapy: One-on-one sessions with a therapist to address personal issues related to addiction.

Case Management- Service Overview: Case managers work with clients throughout their treatment journey, from intake to aftercare planning, ensuring continuity of care and addressing any legal, employment, or educational needs.

MAT (Medication-Assisted Treatment: options and why)

MAT Options: Includes medications such as methadone, buprenorphine, and naltrexone. These are used to manage withdrawal symptoms and cravings, making it an important component of treatment for some individuals, particularly those with opioid use disorders.

Why MAT?: MAT is effective in improving survival, retaining people in treatment, decreasing illicit opiate use and criminal activity, and improving birth outcomes among women with substance use disorders.

 

 

Recovery Unplugged Facility Information

Lake Worth, Florida – Detox and Residential

Location & Bed Capacity: 3153 Canada Ct, Lake Worth, FL 33461, 54 beds (2 to 3 per room).

Insurance Accepted: Aetna, Beacon, BCBS (Including Anthem), Cigna, CompPsych, Curative, Humana, Magellan, Mines & Associates, Multiplans, Sana Benefits, Sunshine/Ambetter FL, TriCare.

Private Pay Costs: Detox – $5,000; RTC – $800 per day (30 days = $24,000).

Selling Points: 3.5-acre property, gym, golf simulator, daily meetings with master’s level clinicians, Joint Commission accreditation, cable TV, 24/7 snacks and drinks.

Important Contacts:

Ana Dominquez – Executive Director, (787) 415-2751

Stephanie Lapointe – Operations Manager, (561) 275-3434

Bobbi Trotto – Director of Client Services, (631) 740-4316

Fort Lauderdale, Florida – PHP & IOP Clinical

Location & Bed Capacity: PHP Clinical Building: 915 Middle River Dr, Fort Lauderdale, FL, 32 beds (2 to 3 per room).

Insurance Accepted: Aetna, Beacon, BCBS (Including Anthem), Cigna, CompPsych, Curative, Humana, Magellan, Mines & Associates, Multiplans, Sana Benefits, Sunshine/Ambetter FL, TriCare.

Private Pay Costs: PHP – $500 a day; IOP – $375 a session.

Selling Points: Proximity to the ocean, pool at PHP housing, yoga and beach meditation, weekend activities, talent shows and live performances, 12-step meetings.

Important Contacts:

Christine Gregorio – Executive Director, (954) 336-6160

Bobbi Trotto – Director of Client Services, (631) 740-4316

Ana Dominquez – Clinical Director, (787) 415-2751

Johnny King – Operations Manager, (954) 707-7983

 

Brentwood, Tennessee – DTX and RTC

Location & Bed Capacity: 255 Wilson Pike Circle, Brentwood, TN 37027, 32 beds (2 to 4 per room).

Insurance Accepted: Aetna, Ambetter TN (No more than 12% of Census), BCBS Blue Care/TennCare (Medicaid), Beacon, Blue Cross Blue Shield (including Anthem), Cigna, Comp Psych, Curative, Humana, Magellan, Mines & Associates, Multiplan Optum (All United products including GEHA & UMR), Sana Benefits, Tricare.

Private Pay Costs: Detox – $6,000; RTC – $1,000 a day (30 days = $30,000).

Selling Points: Magic Room, client lounge with Netflix and Hulu, game room, arts corner, gym, basketball, firepit, live performances, specialized treatment programs.

Important Contacts:

Patrick Rosenthal – Executive Director, (908) 565-6351

Amanda Johnson – Operations Director, (615) 429-7004

Nickie Manier – Client Services Manager, (615) 622-9085

Austin, Texas – DTX and RTC

Location & Bed Capacity: DTX: 7211 Albert Rd, Austin, TX 78745, 17 beds; RTC: 14109 FM 969, Austin, TX 78724, 24 beds (2 to 3 per room).

Insurance Accepted: Aetna, Ambetter TX, Beacon, Blue Cross Blue Shield (including Anthem), Caritas, Cigna, Comp Psych, Curative, Humana, Integral Care, Magellan, Mines & Associates, Moda, Multiplan, Optum (DTX and RTC ONLY) (No ACA PLANS), Sendero/Ideal Care, Seton (Ascension Health), Smart Health, Sana Benefits, Scott and White, Tricare.

Private Pay Costs: Detox – $5,000; RTC – $800 a day (30 days = $24,000).

Selling Points: “Vibe room”, Nintendo Wii, volleyball court, fully loaded music room, hammocks, fire pit, cable TV in every room, access to master’s level counselors.

Important Contacts:

Joseph Gorordo – Executive Director, (512) 213-9007

Brandon Parks – Operations Director, (210) 315-5423

Mia Paek – Operations Manager, (512) 699-8540

Ashley Armstrong – Alumni Director, (954) 809-5619

Austin, Texas – PHP & IOP Sober Living

Location & Bed Capacity: Various locations in Austin, TX with a total capacity of 50 beds across all facilities.

Insurance Accepted: Aetna, Ambetter TX, Beacon, Blue Cross Blue Shield (including Anthem), Caritas, Cigna, Comp Psych, Curative, Humana, Integral Care, Magellan, Mines & Associates, Moda, Multiplan, Optum (DTX and RTC ONLY) (No ACA PLANS), Sendero/Ideal Care, Seton (Ascension Health), Smart Health, Sana Benefits, Scott and White, Tricare.

Private Pay Costs: PHP – $533 daily; IOP – $325 a session.

Selling Points: Fitness equipment, in-house computers, WiFi, TVs in all rooms, group therapy, one-on-one therapy, access to medical professionals.

Important Contacts:

Chris Vert – Client Services Director, (240) 367-6081

Emily Murphy – Operations Manager, (281) 748-7950

Joseph Gorordo – Executive Director, (512) 213-9007

Brandon Parks – Operations Director, (210) 315-5423

Ashley Armstrong – Alumni Director, (945) 809-5619

Tina Lee – Clinical Manager, (512) 792-6475

Annandale, Virginia – PHP and IOP

Location & Bed Capacity: 5105Q Backlick Rd, Annandale, VA 22003, 16 beds max capacity.

Insurance Accepted: Aetna, Aetna – Medicaid, Anthem Health Keepers – Medicaid (No MHVIOP), Beacon, Blue Cross Blue Shield (including Anthem), Cigna, Comp Psych, Community Care (VA) – Needs referral if not sent from VA, Curative, Humana, Magellan, Magellan – Medicaid (No MHVIOP), Mines & Associates, Multiplan, Optima, Optima – Medicaid (No MHVIOP), Optum (All United products including GEHA & UMR), Piedmont, Sana Benefits, Tricare, UHC Community Plan – Medicaid (No MHVIOP).

Private Pay Costs: PHP – $467 daily; IOP – $250 a session.

Selling Points: Live performances, gym, yoga, individualized treatment plans, job search assistance, community housing with master’s level clinicians.

Important Contacts:

Dave Engwall – Executive Director, (443) 509-3636

Kerrie Laughlin – Clinical Director, (919) 830-4338

IMPORTANT CONTACT NUMBERS BY LOCATION:

Medical

Dr. Mark Gerges – VP of Quality Assurance – (561)-756-6491

Medical approvals 

Diana Johnson – National Nursing Director – 908-358-7239

Need help with a client who is admitted to RU and sent to the ER and now calling us

The PHP and VIOP nurses work normal business hours. If it is outside of normal business hours, please call me and not them.   

State Department Nursing Contact Phone # Email

ALL National Director of Nursing Diana Johnson (908) 358-7239 [email protected]

TX Detox & Residential Lindsey Johnson (409) 651-3330 [email protected]

  PHP & IOP Shawn Byrwa (906) 236-2005 Shawn. [email protected]

  VIOP Dejan Roberts (737) 793-0068 [email protected]

TN Detox & Residential Vicky Robinson (629) 238-9536 [email protected]

  VIOP Kim Lee (864) 634-8824 [email protected]

VA PHP & IOP Sandra Romulus (571) 332-2151 Sandra. [email protected]

  VIOP Adult Felix Denham (512) 605-8107 [email protected]

  VIOP Adolescent Keisha Yotter (765) 524-8227 [email protected]

FL Detox & Residential Donamae Brown (561) 729-9360 [email protected]

  PHP Suzane Dvoor (202) 725-4123 [email protected]

  IOP Rachel Utano (732) 407-6239 [email protected]

  VIOP Paige Taylor (931) 721-6792 [email protected]

NJ VIOP Felix Denham (512) 605-8107 [email protected]

Lake Worth

Bobbi Trotto – Director of Client Services (631)-740-4316

Alumni approvals 

Special requests 

Beds 

Dog approvals 

Stephanie Lapointe – Operations Manager (561)-275-3434

Special requests 

Beds 

Dog approvals 

Transport 

Ana Dominquez – Executive Director/Clinical Director – (787)-415-2751  

Alumni approvals 

Clinical questions 

Lake Worth Nursing station – 561-332-1926 or 561-332-1917

Clients needing to come back from hospital

Families calling about meds

Fort Lauderdale 

Bobbi Trotto – Director of Client Services (631)-740-4316

Alumni approvals 

Special requests 

Beds 

Dog approvals 

Johnny King – Operations Manager (954) 707-7983

Special requests 

Beds 

Dog approvals 

Transport 

Ana Dominquez – Executive Director/Clinical Director – (787)-415-2751

Alumni approvals 

Clinical questions 

Suzanna Dvoor – PHP Nursing – (954) 368-0880

Clients coming from hospital or PHP medical needs

Austin Detox 

Joseph Gorordo – Executive Director (512)-213-9007

Alumni approvals 

Special requests 

Beds 

Dog approvals 

Brandon Parks – Operations Director (210) -315- 5423

Special requests 

Beds 

Dog approvals 

Ashley Armstrong – Alumni Director (945)-809-5619

Alumni approvals 

Mia Paek – Operations Manager (512)-699-8540

Beds 

Transport for detox 

Jeremiah Froese – Clinical Manager (254)-760-4802

Clinical questions

Austin RTC

Vinny Kelly, (512)-792-1646, [email protected]

Beds 

Transport for RTC

Joseph Gorordo – Executive Director (512)-213-9007

Alumni approvals 

Special requests 

Beds 

Dog approvals 

Brandon Parks – Operations Director (210) -315- 5423 

Special requests 

Beds 

Dog approvals 

Ashley Armstrong – Alumni Director (945)-809-5619

Alumni approvals 

Whitney O’Baugh – Clinical – 512-803-9890

Austin PHP

Chris Vert – 240-367-6081 – Client services director

Beds

Financial Housing Fees/Sober Living

Transition Dates

Emily Murphy, (281)-748-7950, [email protected]

Beds 

Transport for PHP

Joseph Gorordo – Executive Director (512)-213-9007

Alumni approvals 

Special requests 

Beds 

Dog approvals 

Brandon Parks – Operations Director (210) -315- 5423 

Special requests 

Beds 

Dog approvals 

Ashley Armstrong – Alumni Director (945)-809-5619

Alumni approvals 

Tina Lee – Clinical – 512-792-6475

Nashville 

Patrick Rosenthal – Executive Director (908)-565-6351

Alumni approvals 

Special requests 

Beds 

Dog approvals 

Amanda Johnson- Operations Director (615)-429-7004

Special requests 

Beds 

Dog approvals 

Nickie Manier – Director of Client Services (615) 622-9085 or 615-801-7052

Alumni approvals 

Nursing line – (615) 622-9086

Alumni approvals

Virginia 

Dave Engwall – Executive Director (443)-509-3636

Alumni approvals 

Special requests 

Beds 

Dog approvals 

Kerrie Laughlin, (919)830-4338, [email protected]

Alumni Approvals 

Brooke Cole – Operations Director (703) 997-2648

Operations questions

VIOP

Stephanie Huse – Director (469)-528-7373 

Any virtual needs 

Riley Osborne – Executive Director (615)-495-9959

Any virtual needs 

Anna Griest – Clinical Director – 404-290-1749

Approvals for Alumni

Approvals for MH

New Jersey – IOP and VIOP

Daniel Dempsey – Operations Manager – (267) 361-8546

Approval for Alumni

Halfway House Approval

Special Requests

Bed space

Beverely Walton – Clinical Director – (267) 393-3598

Clinical questionS

Behavioral Health Technician

 

Facility Shift Assignments

House Keeper

 

First Shift First things First Check Public Areas for Cleanliness Vacuum Group Room(s) Organize Search Room (Try to get these done before wakeup call) Wakeup Call Walk Through Check List Bed Moves Available Rooms in West Wing Ask Nursing if Observation Clients are Stable Enough to Move up (Move client comforter with them) (Clients in sheets less than 3 days, Move the sheets with them) **Deep Clean Vacant Rooms** Sheet Changes Update Board in Laundry Room (Start in West Wing as Early as Possible) Update Bed Boards / Census Laundry Collect Red Sweats Shift Report

House Keeper

Third Shift Downstairs Trash Downstairs Vacuum Clean Group Room(s) Clean Magic Room Clean Jam Room Clean Dining Hall Restock Snacks and Drinks Dining Hall Bathroom Tech Office Bathrooms (2) Dust Take Out the Trash Shift Report

Rounds Leader

First Shift First Things First Update Company Census Check the Board / Emails for Intakes / Discharges Unlock Bathrooms, Magic Room, Jam Room, and Group Room 7am Check Trash around Facility Dust (Try to get these done before wakeup call) Rounds Slack Emails Clients to Providers, Therapists, Etc. Lists for Providers can be accessed through the “Provider Schedule” emails, daily. Or get one from Nursing. Light Cigarettes 11:15am, 12:30pm, 2:30pm Collect Items Checked Out by Clients Round Sheets for the Next Shift

Rounds Leader

Second Shift Rounds Slack Emails Clients to Providers, Therapists, Etc. Lists for Providers can be accessed through the “Provider Schedule” emails, daily. Or get one from Nursing. Light Cigarettes Starting at 3:45pm Activity 4pm (can run until Dinner Time 5:30) Evening Meeting 7pm Move the food in the Warmer over to the Refrigerator After Group 8pm Round Sheets for the Next Shift

Rounds Leader

Third Shift Rounds Slack Emails Laundry Upstairs Trash Upstairs Vacuum Clean Client Lounge Clean Ping Pong Area Clean Game Room Client Lounge Bathroom Nurses Station Bathroom Therapist Bathrooms (2) Round Sheets for the Next Shift

Support

Any drive, search, intake, etc. taken on by the House Keeper or the Rounds Leader, the duties default to the Support.   The Support can Float to assist wherever needed   If there is more than one Support, there is an Upstairs and a Downstairs Support.   Second Shift Support -Store Lists and Phone Lists. (House Keeper) -Collect Items Checked Out by Clients (Rounds Leader) -By 6pm Beds Made for Phone Time (House Keeper)

 

 

**Once main tasks are completed by House Keeper and or Support, then take a round sheet from the Rounds Leader

 

**This is a fluid system. It is encouraged for you to work together as a team.

 

 

 

Driving Procedures

 

 

Every Drive:

• Always check the gas level before you go, you may need the company card for gas. Please remember to return the card with the receipts for purchase.
  
• Always log the milage before you leave the parking lot and upon your return. The log lives in the van.
  
• No pit stops. (Within reason.) Long Trips, make sure they don’t go anywhere alone. Short trips, anything they could possibly need, we can take care of.
  
• Make sure you take a BAC machine with you. It is important to get a BAC reading on any client before heading back the facility. If the client has a BAC above 0.4, please call nursing before proceeding with the pick-up, this may become a transport to the hospital.
  
• Keep In Touch. With your team, with the emails, with the other drivers involved.

 

 

BNA Airport Pickups:

• Respond to the email that you are on your way to the Airport for pick-up.
  
• We prefer to meet clients at baggage claim, so you will need the company credit card to cover the parking fee. Any time you take the company card, please remember to return the card with the receipt to the clear plastic envelope in Riley’s office.
  
• When looking for what luggage carousel to meet the client, you will need to know the flight number. This will be in the email. (This is also good for tracking a flight to see if it will arrive on time.) There will be screens displaying flight numbers in reference to which lane the luggage will be located.
  
• Get in touch with the client. Call, Text, let them know you are there, what you look like and your location. There should be an attached photo of them in the email as well.
  
• Once you’re with the client, please do not allow them to be alone. If they use the bathroom and you’re not the same gender, keep an eye on the time. Don’t be afraid to ask the Airport staff for help.
  
• Respond to the email 1. When you have made contact with the client, 2. When you are heading back to the facility, and 3. When you arrive at the facility to begin the intake process.

 

 

 

 

 

 

 

 

Pick-up/drop-off with other facilities:

• When transporting clients to or from other facilities, the connecting driver will be your contact person. Touch base with them before you go with an ETA and what vehicle you are driving.
  
• Respond to email to let them know you are on the way.
  
• Client meds are passed between drivers, never to the client. If it’s a direct drop off at the facility, the meds go to staff.
  
• For Pick-ups, respond to the email thread when you have the client and are on the way back to the facility.
  
• For drop-offs, contact your manager to let them know when you will be returning.

 

 

Pick-up/drop-off to Client Residence:

• Contact the client with your ETA and what vehicle you are driving. Contact again when you are 10 minutes out so that they can be ready when you arrive.
  
• For pick-ups, respond to email thread when you have the client and are returning to the facility and again when you arrive at the facility for the intake process to begin.
  
• For drop-offs, let your manager know when you will be returning.

 

 

Errands:

• If you take client envelopes, please make sure to return them to the keepers in the safe.
  
• If you have the company card, please make sure it is returned to Riley’s office with the receipts (if applicable)
  
• Any store runs, please take notes and put them in tech talk for reference about any issues you encountered with client requests or purchases.
  
• Dropping off labs at Williamson Medical Center during business hours, there is a sidewalk by the parking garage, you want to follow it to the Labs drop-off door. After hours, you will go inside the building and straight down the hall to the door with the big red button, it’s on your right. Push the button for assistance.

Collateral Contact Training

• Bring up discharge plan and make sure everyone is on the same page, and if not, figure out why

Follow-up calls

• Give updates on clients
  
• Follow up on previous conversations
  
• Follow up on Al-Anon or Nar-Anon
  
• Continue to speak about Discharge

Last call if the client is returning home

• Make sure expectations are being spoken about with whoever that client is returning home to

Things to keep in mind:

• It is OKAY to disagree with the family. Often times they are as sick if not more sick than the clients and you WILL disagree with them.
  
• Confrontation is part of therapy and is even a therapeutic intervention.
  
• Remember that families are scared and emotional- DON’T take things personally.
  
• If you need help and support- ask your supervisor.

If anything happens between weekly updates, inform family immediately! This includes:

• Issues with discharge
  
• AMA risks
  
• Self-harm
  
• Suicidal or Homicidal Ideations (SI/HI)
  
• Mental Health Concerns
  
• Behavioral Concerns
  
• Medical Concerns- lack of medication compliance
  
• Attendance in IOP
  
• Being placed in a behavioral contract

 

 

Intake Procedures

STEP 1: Meet and Greet

• 2 people meet and greet Client outside upon arrival.
  
  • Please be vigilant and watch client as they enter admissions building.
    
  • The person assisting will take luggage to search room to be labeled.
    
    • Tag all bags with first name and last initial
      
    • Include the number of bags on the tag as well, for example: Client has 3 bags. The tags should say 1/3, 2/3, 3/3
      
• Ask Client to empty pockets on Tech Office desk
  
• Acquire Client’s cell phone and label immediately.
  
• Put belongings in Client Bin
  
• Administer Breathalyzer
  
• Client must be assessed by Nursing immediately.
  
  • Radio Nursing
    
  • When Nurse arrives, offer to grab a drink and a snack
    
• While Client is with Nurse:
  
  • Respond to Admissions email that Client has arrived
    
  • Bring Client food and drink
    
  • Retrieve med’s from luggage for Nursing
    
  • Clean socks, underwear (bra)
    
• Hand med’s off to Nurse on his/her way out of Tech Office

Step 2: Search and UDS**

• If you move past this step, you cannot skip it.
  
• Client needs to be searched, given a Recovery Unplugged shirt and pants.
  
• This Requires 2 people. Preferably same sex as client, Nursing can help with body searches.
  
  • All client clothing must be washed (Get wash instructions)
    
• Client needs to have:
  
  • Breathalyzer
    
  • UDS
    
  • Fetanyl /Alcohol Dip Strip (if applicable)
    
  • FEMALE CLIENTS NEED A PREGNANCY TEST.
    
• UDS needs to have client name on lid.
  
• Get a Second person to check UDS results (Tech or Nurse)
  
  • Post results of all things listed above in KIPU
    
  • Click Hx and Labs tab
    
  • Populate with forms
    
    • Once done, dispose of urine, make sure cup is thrown away in the tech office.

 

 

Step 3: Information

• Click on Information tab
  
• Go to Edit Client
  
• At the top, under Level of Care, make sure it says Program 1 (for detox) or Program 2 (if they are admitting directly to Residential)
  
• Search Tags, type in “NSH”.
  
• Select Admission Date as “Now”.
  
• Click “Create MR Number”.
  
• Ask if they have a Preferred Name
  
• Make sure all information is correct on face sheet.
  
  • Name
    
  • Gender
    
  • SSN
    
  • Date of Birth
    
  • Phone number
    
  • Address
    
• Add emergency contact (as much information as can be provided)
  
• Double check for any Allergies or Dietary Restrictions

Step 4: Pre-Admission

• Go to Pre-Admission tab
  
• Select Add Form
  
• Add “Nashville Groups (New) 2.0”
  
• That’s all. There’s no clicking on it, nothing to sign, just adding in the form.

Step 5: Intake

• Click Intake tab.
  
• Populate forms
  
• Have Client sign all forms
  
  • If client admits with a preapproved pet you must add the form Recovery Unplugged Pet Owner Waiver
    
  • Admission Orientation Checklist does require you to check all boxes
    
  • Assignment of Benefits / Release of Medical Information has a check box at the bottom for CareFirst Members
    
  • Transportation Release and Waiver of Liability has a date that needs to be filled in at the bottom of the page: Executed this (insert Date)
    
• After Client signs all forms, screen returns to intake tab.
  
  • Client Personal Items and Valuables and Safe Call still need to be completed.
    
• Click Client Personal Items and Valuables
  
  • Have Client’s wallet to collect:
    
    • ID (SSC, Passport, Birth Certificate if applicable) Insurance Card, Cash, Checks, Cards
      
  • Ask about additional things in luggage such as Sharps / Valuables
    
  • Take pictures with your phone of ID, Insurance front and back, and Client
    
    • NO HATS / HOODS / MASKS / SUNGLASSES OR ANYTHING OTHERWISE THAT OBSCURES THE HEAD AND FACE TO BE WORN IN CLIENT PHOTO
      
  • Document in KIPU
    
  • Place Cash and cards in envelope marked with client’s first name and last initial
    
    • If they have nothing, make an envelope with Nothing in it, label “ZERO”
      
  • Place ID(s) and Insurance Card in envelope marked with client’s first name and last initial
    
    • If they do not have one or both, Notate on envelope as well as additional identifications
      
• At this time, let client make safe call and fill out form. Notate if they intend to do this later.
  
  • This is a good time to fill out envelopes and upload photos of ID, Insurance front and back, and Client. If they opt out, do this while they are in Nursing.
    

Step 6: Initial Treatment Plan

• Click Initial Treatment Plan tab.
  
• Add form
  
• Relapse Prevention Form and have client sign.
  
• If client has legal issues, add Legal and have client sign.

Step 7: Financial

• If a Client has a Financial Agreement it will be in the Financial tab

Step 8: Releases

• Click Releases tab. Client MUST sign ALL releases.
  
  • Click Populate Forms (If a client is marked “Attached” you may have to add the referral form for the appropriate institution. If it’s not there, add a blank one and fill in the information you have. Even if it’s just the name and relation.)
    
  • MAP Care Solutions
    
  • Release of Confidential Information (per contact)
    
    • Client may need phone to complete this, after this, ask them to turn it off.
      
    • Has list of information released to said contact already checked. These can be edited later with a Clinician.
      
    • Inform client that a release MUST be signed for their Emergency Contact and anyone they intend call while here. You can add more of these as needed.
      
  • Insight Psychiatric Services
    
  • Omnicare Pharmacy
    
  • Saint Thomas Midtown Hospital
    
  • Tridentcare
    
  • Tristar Centennial Medical Center
    
  • Vanderbilt University Medical Center
    
  • Williamson Medical Center
    
• There may be additional Releases if a client is ATTACHED or had a REFFERAL
  
  • If a client is Attached, you may have to add this release. It may not populate
    

Step 9: Clinical Tx

• Click Clinical Tx tab
  
  • Add form
    
  • Add Social Risk Screen All Locations
    
  • Have client answer questions and sign.
    
  • Inform that we do test all Clients for HIV/AIDS. Always check -YES
    

Step 10: Nursing

• Make sure client has backpack with notebook, pen, welcome packet, fipod, and water bottle
  
• Walk client over to nursing

Step 11: Logging

• Upload photos of ID, Insurance front and back, and Client to KIPU from phone
  
• Double check that Client insurance has the rx Group, rx BIN, and/or rx PCN that are listed on the card.
  
• Clients missing ID or insurance, please send the Director of Client Services an email with client name and what is missing.
  
• Post in Tech Talk the intake information
  
  • Client name with last initial
    
  • BAC
    
  • UDS
    
  • Pregnancy Test
    
  • All Forms Signed
    
    • If they are not all signed, notate what needs completion
      
  • Safe Call made/saved
    
  • Searches
    
    • Search Complete – (person who did search)
      
    • Search Needed: Personals/Vehicle
      
  • Washing Instructions
    
• Make sure both of Client’s envelopes are labeled with first name and last initial as well as the contents
  
• Put envelope with ID and Insurance in Client Bin
  
• Put envelope with Client Funds in the safe
  
  • If you do not have the safe code, radio for help
    
• Start Intake packet, fill out everything you did. Ask for others who assisted to sign off on their tasks.
  
  • If the packet is incomplete, tack to the cork board
    
• Put Client Bin with personals in Search Room

 

Step Up Procedures

STEP 1: Meet and Greet

• 2 people meet and greet Client outside upon arrival.
  
  • Please be vigilant and watch client as they enter admissions building.
    
  • The person assisting will take luggage to search room to be labeled.
    
    • Tag all bags with first name and last initial
      
    • Include the number of bags on the tag as well, for example: Client has 3 bags. The tags should say 1/3, 2/3, 3/3
      
• Ask Client to empty pockets on Tech Office desk
  
• Acquire Client’s cell phone and label immediately.
  
• Put belongings in Client Bin
  
• Administer Breathalyzer
  
• Client must be assessed by Nursing immediately.
  
  • Radio Nursing
    
  • When Nurse arrives, offer to grab a drink and a snack
    
• While Client is with Nurse:
  
  • Respond to Admissions email that Client has arrived
    
  • Bring Client food and drink
    
  • Retrieve med’s from luggage for Nursing
    
  • Clean socks, underwear (bra)
    
• Hand med’s off to Nurse on his/her way out of Tech Office

Step 2: Search and UDS

• Client needs to be searched, given a Recovery Unplugged shirt and pants.
  
  • All client clothing must be washed (Get wash instructions)
    
• Client needs to have:
  
  • Breathalyzer
    
  • UDS
    
  • Fetanyl /Alcohol Dip Strip (if applicable)
    
  • FEMALE CLIENTS NEED A PREGNANCY TEST.
    
• UDS needs to have client name on lid.
  
• Get a Second person to check UDS results (Tech or Nurse)
  
  • Post results of all things listed above in KIPU
    
  • Click Hx and Labs tab
    
  • Populate with forms
    
    • Once done, dispose of urine, make sure cup is thrown away in the tech office.
      

Step 3: Information

• Click on Information tab
  
• Go to Edit Client
  
• At the top, under Level of Care, make sure it says Program 1 (for detox) or Program 2 (if they are stepping up to Residential)

Step 4: Intake

• Click Intake tab.
  
• Add form
  
• Click Client Personal Items and Valuables and Safe Call
  
  • Have Client’s wallet to collect:
    
    • ID (SSC, Passport, Birth Certificate if applicable)
      
    • Insurance Card
      
    • Cash
      
    • Checks
      
    • Cards
      
  • Ask about additional things in luggage such as Sharps / Valuables
    
  • Document in KIPU
    
  • Place Cash and cards in envelope marked with client’s first name and last initial
    
    • If they have nothing, make an envelope with Nothing in it, label “ZERO”
      
  • Place ID(s) and Insurance Card in envelope marked with client’s first name and last initial
    
    • If they do not have one or both, Notate on envelope as well as additional identifications
      
• At this time, let client make safe call and fill out form. Notate if they intend to do this later.
  
  • This is a good time to fill out envelopes and upload photos of ID, Insurance front and back, and Client. If they opt out, do this while they are in Nursing.
    

Step 5: Releases

• Click Releases tab
  
• Make sure releases are up to date (exceptions to attachments and referrals)
  
• Ask if the person(s) on release are the same or if they would like to add anyone.

Step 6: Clinical

• Click Clinical Tx tab
  
  • Add form
    
  • Add Social Risk Screen All Locations
    
  • Have client answer questions and sign.
    
  • Inform that we do test all Clients for HIV/AIDS. Always check –YES
    

 

 

Step 7: Nursing

• Make sure client has backpack with notebook, pen, welcome packet, fipod, and water bottle
  
• Walk client over to nursing

Step 8: Logging

• Upload photos of ID, Insurance front and back, and Client to KIPU from phone
  
• Post in Tech Talk the intake information
  
  • Client name with last initial
    
  • BAC
    
  • UDS
    
  • Pregnancy Test
    
  • All Forms Signed
    
    • If they are not all signed, notate what needs completion
      
  • Safe Call made/saved
    
  • Searches
    
    • Search Complete – (person who did search)
      
    • Search Needed: Personals/Vehicle
      
  • Washing Instructions
    
• Make sure both of Client’s envelopes are labeled with first name and last initial as well as the contents
  
• Put envelope with ID and Insurance in Client Bin
  
• Put envelope with Client Funds in the safe
  
  • If you do not have the safe code, radio for help
    
• Start Intake packet, fill out everything you did. Ask for others who assisted to sign off on their tasks.
  
  • If the packet is incomplete, tack to the cork board
    
• Put Client Bin with personals in Search Room

 

 

Discharge Procedures

 

Night Before

• Give Client Luggage
  
• Plug phone up in Tech Office
  
• Confirm discharge time and when Client needs to be woken up
  
• Write on discharge board time to wake up, communicate via Tech Talk

Morning Of

• Wake up Client. Be sure they get up, Check back in 10 minutes.
  
• Make sure they are packed, bring bags downstairs
  
• Have Client sign out with Nursing
  
• Collect Client belongings from Search Room, bring to Tech Office
  
  • Client Bin(s)
    
  • Phone
    
• Retrieve Client Funds from safe, put in Client Bin
  
• Go to Nursing, get med’s, put in Client Bin
  
• Sign out with Housing:
  
  • Client Profile on KIPU
    
  • Click Discharge / Transition
    
  • Add form
    
  • Add Personal Items Review For Discharge form
    
  • Have Client go through bin, make sure all belongings are accounted for
    
  • Sign form
    
• Clients being transported, med’s stay with Driver, not Client
  
• Discharge from KIPU
  
  • Click Information tab
    
  • Go to Edit Client
    
  • Discharge/Transition Date
    
  • Select “Now”
    
  • Make sure there is no bed selected for this Client
    

 

 

 

 

Step Down Procedures

Night Before

• Give Client Luggage
  
• Plug phone up in Tech Office
  
• Confirm discharge time and when Client needs to be woken up
  
• Write on discharge board time to wake up, communicate via Tech Talk

Morning Of

• Wake up Client. Be sure they get up, Check back in 10 minutes.
  
• Make sure they are packed, bring bags downstairs
  
• Have Client sign out with Nursing
  
• Collect Client belongings from Search Room, bring to Tech Office
  
  • Client Bin(s)
    
  • Phone
    
• Retrieve Client Funds from safe, put in Client Bin
  
• Go to Nursing, get med’s, put in Client Bin
  
• Sign out with Housing:
  
  • Client Profile on KIPU
    
  • Click Discharge / Transition
    
  • Add form
    
  • Add Personal Items Review For Discharge form
    
  • Have Client go through bin, make sure all belongings are accounted for
    
  • Sign form
    
• Step Down to VIOP in KIPU
  
  • Click Information tab
    
  • Go to Edit Client
    
  • At the top, under Level of Care, select IOP – Virtual
    
  • Do Not Discharge from KIPU. They are still in our care
    
  • Make sure there is no bed selected for this client
    

 

 

 

 

AMA / Administration Discharge Procedures

 

Up and Out

• Get Client’s luggage from Search Room, Go with them to their room
  
• Stay with Client while they pack
  
• Escort Client to Nursing to sign out, take luggage to Tech Office
  
• Collect Client belongings from Search Room, bring to Tech Office
  
  • Client Bin(s)
    
  • Phone
    
• Retrieve Client Funds from safe, put in Client Bin
  
• Go to Nursing, get med’s, put in Client Bin
  
• Sign out with Housing:
  
  • Give Client AMA Survey, Located on right hand side of Tech Office desk, in File Folder (AMA)
    
  • Client Profile on KIPU
    
  • Click Discharge / Transition
    
  • Add form
    
  • Add Personal Items Review For Discharge and Leaving Treatment Against Medical/Clinical Advice
    
  • Have Client go through bin, make sure all belongings are accounted for
    
  • Sign forms
    
• Once signed out, Client is escorted off property to the parking lot across the street or to their personal vehicle(AMA, Admin Discharge w/o transfer)

No, they cannot sit on the bench out front to wait for a ride. They have to leave the premises

 

 

• If Client is being transferred, med’s stay with Driver, not Client (Admin Discharge)