Child and Teen Therapy – Cerebral

Definition	Summary of key points related to this new plan type that launched on 9/17/25.
Impact	This ensures proper client education and activation onto this plan type for eligible clients.
On this page	Child & Teen Therapy Clients who do NOT give us a date/time that works for them Clients who DO give us a date/time that works for them
Need Help?	If you cannot find what you are looking for, ask your Team Lead or Manager for assistance. Leaders can contact Danielle Buck for any SOP revisions or creation requests via Slack DM.

Child & Teen Therapy

ℹ️ Effective 9/5/25, we will offer child and teen therapy consultations to in-network or self-pay clients who are 6-17 years old and are located in CT, MA, NJ, NY, or PA.

✅ This process is completed by Navy Baccol from the ResolvedCX team.

Monitor form submissions on a daily basis.
1. Child and Teen Therapy

Clients who do NOT give us a date/time that works for them

Match clients with a clinician that supports Child & Teen therapy.

Navigate to CliniciansOfferMinorsTherapy.xlsx
1. If client is in-network, confirm the payer is listed in the ‘Insurance by State’ tab.
2. In the ‘List of Therapists’ tab, filter by ‘license_states’ based on the client’s state.
  - If “accepting patients” = TRUE, the client can be matched to the therapist.

Conduct email and SMS outreach.
1. Send the Child & Teen Therapy::Initial Outreach A macro via ZenDesk after editing appropriately.
  1. Submit the ticket as ‘Solved’.
2. Send the following text via RingCentral following our RingCentral Faxes & Texts > How to send a text SOP after editing appropriately:
  1. Hi [client name],
    We wanted to follow up on your request to get connected with a Cerebral therapist for Child & Teen therapy! Please use this link to schedule a consultation with therapist [FIRST AND LAST NAME OF THERAPIST]:
    [INSERT PROFILE LINK FROM CliniciansOfferMinorsTherapy.xlsx]

Update the following columns on Child and Teen Therapy accordingly:
1. Email sent?: Check the box
2. SMS sent?: Check the box
3. Comms sent date: Enter today’s date
4. Follow up email send date: Enter next business day's date

Conduct follow-up outreach on day 2 [or next business day]:
1. Send the Child & Teen Therapy::Follow-up macro via ZenDesk after editing appropriately.
2. Update the following columns on Child and Teen Therapy accordingly:
  1. Follow up email sent?: Check the box
  2. Consultation scheduled?: N/A

Clients who DO give us a date/time that works for them

Match clients with a clinician that supports Child & Teen therapy
1. Navigate to CliniciansOfferMinorsTherapy.xlsx
  1. If client is in-network, confirm the payer is listed in the ‘Insurance by State’ tab.
  2. In the ‘List of Therapists’ tab, filter by ‘license_states’ based on the client’s state.
    - If “accepting patients” = TRUE, the client can be matched to the therapist.
Schedule the consultation on the client’s behalf
1. Navigate to CliniciansOfferMinorsTherapy.xlsx
  1. Click the ‘Profile’ link of the clinician selected in step 1.
  2. Select ‘Schedule Consultation’.
  3. Using the availability information the client included in the Child and Teen Therapy form, book a consultation on behalf of the client.
Conduct email and SMS outreach.

Send the Child & Teen Therapy:: Initial Outreach B macro via ZenDesk after editing appropriately.
1. Submit the ticket as ‘Solved’.

Send the following text via RingCentral following our RingCentral Faxes & Texts > How to send a text SOP after editing appropriately:
1. Hi [client name],
  We got your request about getting connected with a Cerebral therapist for Child & Teen Therapy. Good news - we were able to find a therapist for you!
  Based on the availability you provided, we’ve scheduled a consultation for you on [DATE AND TIME OF CONSULT] with [FIRST AND LAST NAME OF THERAPIST]. [FIRST NAME OF THERAPIST] will call you at the time of the appointment.

Update the following columns on Child and Teen Therapy spreadsheet accordingly:
1. Email sent?: Check the box
2. SMS sent?: Check the box
3. Comms sent date: Enter today’s date
4. Follow up email send date: N/A
5. Follow up email sent?: N/A

Consultation scheduled?: Yes