ℹ️ When contacted from a client, third party, or internal Cerebral employee regarding various questions, we should redirect the inquires according to the processes below. These can be applicable for ZenDesk outreach via both phone or email.
Resilience Lab Client
If any Cerebral Support team member is reached out by a Resilience Lab client regarding their care with a Resilience Lab clinician, we should:
Share request information with RL partners in the #resilience-cerebral-support channel, following this posting format:
To determine what assistance is needed, gather the following information from the requester:
Client first and last name and date of birth
Reason for inquiry
Name of pharmacy
If a local pharmacy leaves a voicemail without client details, conduct a callback to determine the assistance needed using the same process above.
If a local pharmacy calls to request a refill on a client’s behalf, use the following script: “Thank you for your concern. Please have the client reach out through the portal if they need a refill.”
If a local pharmacy is requesting prescription information for a cancelled client, it is okay to provide that information.
If a local pharmacy is requesting to fax something to us, provide them the fax number for our Pharmacy Team:(415) 366-8854.
Marketing/ Partnerships
Examples include, but are not limited to:
“I would love the opportunity to touch base with someone on [x] team.”
“I am looking to set up time to discuss [x] opportunity.”
If we receive any questions regarding insurance claims, requests for billing NPI, billing tax IDs, or diagnosis codes, please submit a request for a ResolvedCX Team Lead to change the assignee on the ZenDesk ticket to the ‘Account Reconciliation Team’ and submit the ticket(s) as ‘Open’ following our Slack Etiquette > Asking for assistance in the #support-questions Slack channel SOP.
The Billing team checks the Account Reconciliation bucket in ZenDesk daily.
Credentialing
If an insurance carrier reaches out about credentialing or an application submitted to be a part of their network, direct them to email credentialing@cerebral.com.
Primary Care Physicians
Inform the requester that you will forward their request to their care team, which you can do by creating a Coordinated Care Alert > Informational EMR Task.
Press Inquiries
If a reporter contacts us, inform them that you will inform the appropriate person internally.
Legal inquiries and contacts regarding the FTC or NYAG [New York Attorney General] settlement should be redirected to Heather Risk via legal@cerebral.com.
Confirmation of medical record validity
If we send medical records to a third party with a valid authorization and they call us asking to confirm the paperwork is legitimate:
Confirm that Cerebral sent the documentation as we received a valid authorization to do so.
❌ Do NOT comment on anything in the documentation or provide any other information aside from confirming Cerebral sent over the information as instructed to via the valid authorization.
⚠️ If the client sends a third party their medical records and the third party calls us to confirm the paperwork is legitimate, we need a valid authorization to confirm as we cannot make any assumptions as to where the client sent their records, nor did we send the records ourselves.
Outreach regarding Cerebral’s internal business model
❌ Do NOT answer any direct questions about Cerebral’s internal business model.
This ensures we are protecting any confidential company information.
Say “I’m actually not sure about that” or “Great question, but unfortunately I can’t get into the specifics of Cerebral’s business model.”
If you are unsure how to answer a question or if you should answer a question, please reach out to your Team Lead for clarification.
Outreach requesting someone by name
ℹ️ If one of the inquiries noted in this SOP applies, route the requestor to the appropriate team’s email instead.
Inform the requester that you can take a message and relay it to the individual they are requesting.
Be sure to get the caller’s name, phone number, and reason for inquiring.
❌ Do NOT provide any employee's Cerebral email address or disclose the name of any Supervisor or Manager.
After the call, DM the individual via Slack [when possible] and provide them with the information.
This is an exception to our general best practice to avoid conversing via DM on Slack.
Outreach from current Cerebral employees
If a Clinician is reaching out with a question regarding SOPs or to call out sick, direct them to contact their manager.
If a Clinician is reaching out with a concern related to their computer or technical difficulties, direct them to emailit@cerebral.com and inform their manager as well.
If an employee reaches out regarding benefits or employee services, direct them to theEmployee Benefitspage in the HR Google Site.
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