Leads

A lead is defined as anyone seeking services who doesn't have an active account, including cancelled clients. We should always go above and beyond for our leads!

Requirements for all lead interactions

1. Educate leads about insurance.
   1. Inform them that they can use this link to check for in-network and out-of-network coverage: https://cerebral.com/insurance-partners. 
2. We can use the following macro/script where the lead reached out to educate them on checking their insurance coverage:

We accept insurance with some providers and are adding more. Check if your insurance is accepted for in-network or out-of-network billing using this link: https://cerebral.com/insurance-partners.

If you’re covered as in-network, there will be no monthly subscription cost. Extra costs like deductibles, copays, or co-insurance are still your responsibility based on your insurance.

If you’re not covered as in-network, you also have the following options:

• Option 1: Continue with out-of-network billing on our $0/month fee-for-service plan. We will automatically submit out-of-network claims to your insurance after each session. 
• Option 2: Sign up for a self-pay plan for therapy, medication management, or both. You can ask for a superbill at the end of each billing cycle to seek possible reimbursement from your insurance. Check our plans and prices here: https://cerebral.com/plans/. 

If you have an HSA or FSA, you can also use those funds to pay by entering your card as your payment method.

Learn more about how insurance works at Cerebral here: https://support.getcerebral.com/hc/en-us. Let us know if we can help with anything else!

3. Once submitted, we will verify their eligibility and follow up with them via email using the email address provided in the survey. The follow up will confirm whether or not they are eligible for in-network coverage at Cerebral. If eligible, they will provide a link to collect payment so we can proceed with activation. Once payment is received, we will help them create their account and activate them onto an in-network plan for the services they expressed interest in via the survey.

4. If a lead asks for an update after filling out the survey, check the Insurance Pilot Tracker - 3/5/24 for the status of the request.

5. If the lead responds wanting to continue with out-of-network billing on our $0/month fee-for-service plan, direct them to fill out our typeform. This will trigger the OON Billing Project process.
6. If the lead responds wanting to sign up for a self-pay plan, direct them to complete the checkout process.

2. Ask leads if they would like assistance signing up. 
   1. If they do, we should offer to go through the sign up process live with them [without actually completing the sign up process for them]. This should be done via phone call. If you are communicating with a lead via email or tasks, please encourage them to call us instead or ask if you can give them a call. 

3. Check if the lead has a specific Clinician in mind.
   1. If yes, check if they are accepting new clients and assign them to that clinician if so. 
   2. If no, inquire about their preferences and recommend a clinician that aligns with their preferences. 

4. Share available session times/dates. 
   1. Educate leads that because it’s a live system, the session may not be available once they finish signing up. As incentive to complete the sign up process promptly, we can also offer to schedule sessions live with leads.

5. Inform leads about the Help Center.
   1. This is a resource that can answer many questions about Cerebral services. Provide leads with this link: https://support.getcerebral.com/hc/en-us