MARCH 16, 2020 Update at 12pm ET
I had a recorded call with Ruben a bit ago on how to call through FIVE9 and log activities. I’m assuming there will be a delay in ZOOM sending me the recorded video given the fact that everyone on the planet is trying to use ZOOM now.
In short when you do anything regarding calling out to your contacts or any list that we upload for you always call through the CONTACT level and CLICK ON the phone number under the CONTACT level. DO NOT manually enter the number and then dial through FIVE9.
- Pull up the account
- Drill down into the CONTACT level
- CLICK ON the phone number and it will pre-fill into FIVE9 and dial
- When the call is complete add COMMENTS including NEXT STEPS and disposition the call.
If you manually enter the phone number FIVE9 has to work with SF to try to find where the number exists and if it finds multiple accounts and or contacts and or leads or any combination of these it will throw up error messages, not record properly, not satisfy cadences and not report on your call stats accurately.
Candi added:
FYI, if you initiate the call through the “contact”, even if you scroll down on the account page and hover over the contact number, you have to make sure to associate the call in Five9 to the ACCOUNT. If you don’t it does not show up on our activity reports. Our team just figured this out this am. If they call out via a contact and did not make sure the account was selected in the Five9 window, they would need to go back into the activity and edit it to associate (related to field in SF) it to the specific Account.
Val added:
To add, if you have multiple tabs open in SF, sometimes the call will tag incorrectly. Make sure you select the account you want it to tag to by clicking the drop-down on the Five9 screen.
SUBJECT: resetting FIVE9 password or login issues
For login issues, ask the reps to change password here: https://login.five9.com/ and use the "Forgot Username or password" link. If they still cannot change, ask them to call (866) 553-1459. The customer support reps from Five9 can reset/unlock accounts.
*****When calling Five9 support, the support agent will require our account#. The account# = 98331.
Email update at 6pm ET
Video update (notes below)
Home screen: https://www.arsbizdev.com/
- Corona Virus Updates
- Facility updates
- Call Center updates
- Other related communications
Agenda/Calendar Tab: https://www.arsbizdev.com/
- ALL referral out meetings are postponed for now, we will continue to review this every week until the call center reopens.
- We can continue to schedule these but please set the expectation up front that we may need to reschedule.
- If you have sent me an email requesting to be put on the calendar I will have those updated within 24 hours.
- TURN OVER EVERY STONE (ACCOUNT)
- ASK WHO ELSE CAN I SPEAK WITH WITHIN YOUR ORGANIZATION? (HIGH/WIDE/DEEP)
- ASK WHO CAN I HELP TODAY? (Place them with a partner in the community until we are open again)
- Shows you are truly a team player and will do whatever it takes to SAVE A LIFE!
- BE SURE TO LOG ALL REFERRAL OUT ACTIVITY AND TAG THE RECEIVING ACCOUNT.
- DO 1 MORE!
- #DOMORE #GETMORE
Updates as of March 17, 2020 11AM ET
Question: FIVE9 disappeared from my SalesForce View now what?
Answer: This does happen from time to time. Click the HOME tab in SalesForce and toggle back to whatever tab you were on and it should reset. Alternate option: close SF and reopen.
Question: I'm calling an office that has an extension after the phone number.
Answer: Call as normal and when prompted to enter the extension use the key pad in FIVE9 to enter the extension.
Updates as of March 17, 2020 12PM ET
Before making prospecting calls please verify another teammate (inside or outside teammate) hasn't already called the account in the past 30 days attempting to make contact and set up a virtual meeting. We need to be mindful there will be some overlap.
Updates as of March 17, 2020 2PM ET
Account Owner vs. Account Prospector (what do these mean?)
Account Owner (AO): same as before, this is the person who owns this account and is actively managing the account. If the account is in Allison Walsh’s name it is not owned by anyone and is considered a House Account.
Account Prospector (AP): this field is NEW and will primarily be utilized in several instances.
- The account was recently uploaded and we want these accounts to be “prospected” without being fully owned by a BD team member.
- The account doesn’t need to be owned by a BD team member but it is being worked to some degree by a BD team member.
- Example: BD rep has a relationship with an interventionist who refers on an irregular basis, BD rep keeps in contact however doesn’t need to be assigned cadences therefore will remain in the House Account.
- Director approval required
- Example: BD rep has a relationship with an interventionist who refers on an irregular basis, BD rep keeps in contact however doesn’t need to be assigned cadences therefore will remain in the House Account.
- The account has several locations and/or has a parent account.
- Example: the account has multiple locations, the parent account is assigned to a BD team member however the sub accounts are not. In this case the Account Prospector would be listed as the same BD rep to allow that rep to have the account tagged to their name without reassigning completely and having a cadence applied.
- Director approval required
- Example: the account has multiple locations, the parent account is assigned to a BD team member however the sub accounts are not. In this case the Account Prospector would be listed as the same BD rep to allow that rep to have the account tagged to their name without reassigning completely and having a cadence applied.
For those with overlapping territories and/or for those with an inside BD rep prospecting accounts alongside of you this will help to prevent confusion and prevent others from calling on accounts already being worked.
In short, having an account in your name as an AP allows you to have the account tagged to you without having the account and full cadence assigned. Your Director will always need to be made aware of these accounts and provide approval.
Updates as of March 18, 2020 11:30AM ET
Potential Account Crossover: https://www.loom.com/share/1920a011172c41cab200f0c5f22db937
REVIEW: How to navigate FIVE9 when making calls and logging the activity:
https://www.loom.com/share/dc49bf94230b42b3b678c4c314008166
Reminder: In-Services (virtual and in person) with the referral out & discharge teams are canceled until further notice. Once call center staff resumes at full capacity we will send a out communication as to when these will resume as well.
Updates as of March 20, 2020 3:30PM ET (per Kevin)
IAFF CoE
- Accepting new clients, Monday 3/23
- Accepting between hours of 3pm and 10pm (due to nursing staffing)
- 2 admits/day
- Anyone scheduled before 3pm currently, should be adjusted to arrive between 3pm-10pm
Palmer Lake
- Accepting new clients, Monday 3/23 (3 already scheduled, so move to Tuesday 3/24)
- Accepting between 8am-3pm on Monday-Friday (no weekend admits for now)
- 3 admits/day
Umatilla
- Accepting new clients immediately
- Accepting between hours of 8am-3pm
- 3 admits/day
ORC/MOP
- Accepting new clients, Sunday 3/22
- Accepting between hours of 8am-3pm
- 3 admits/day
- Telehealth being offered for MOP
- Clients will come in to ORC for nursing assessment, then will tele-service the clinical assessment and programming
Columbus
- Accepting new clients Saturday(2) Sunday(2)
- If available at 10am and 1pm
- 3 admits/day starting 3/23
Palm Beach
- Accepting new clients immediately
- Accepting between hours of 8am-3pm
- 3 admits/day
NGV
- Next available bed is 4/3
- Accepting between hours of 8am-3pm
- 3 admits/day
Ridgefield
- Accepting new clients, Monday 3/23
- Accepting between hours of 8am-3pm
- 3 admits/day
Miami Outpatient
- Accepting new clients immediately
- 3 admits/day
NSV Locations
- Only accepting residents, as transfers from TRV, ORC and Palm Beach
****Tele-health services are being offered for those that are programming and non-boarding w/ us (commuting from home). These clients are currently going into the facilities to be medically assessed for level of care (as normal) and completing clinical and programming pieces online.
Updates as of March 23, 2020 8:00AM ET (per Kevin)
Below takes into account census caps, daily admit limits, scheduled to admit and scheduled discharges.
Note – ‘ schedule away this week’, means no concern of reaching census cap. Please continue to check in with admission on status and availabilities.
Reminders:
- No airline travel (including those flying, then renting a car to drive to us)
- No mass transport, including bus and train
- Clients can drive themselves in, or be driven in
- Admits need to occur within business hours (facility leadership need to approve admits, outside these hours)
- Local pick-ups will require clients to wear a mask during transport (clients should be made aware of this)
- No visitation from non-patients/staff
- Off-site activities are widely excluded
- PLR-Medical is requesting to speak to all clients seeking admit, who are eligible
- Prior to approval – send assessment, client name and phone number to PLR-Medical
- Dr. O/other personnel will follow-up with client to ask additional Covid-19 screening questions
- Approval/denial will follow
- NSV is only accepting residents, as transfers from our adult FL facilities
- All clients seeking outpatient programming, should be aware of tele-health services and be prepared for this type of programming
- More to follow this week on this
- Everything is fluid, as things change locally, state-wide and nationally. We need everyone to be agile and champion changes as they occur, for patient and staff safety.
Umatilla
- Schedule away this week
- Monday – 2 additional
- Tuesday – 2 additional
- Wednesday forward – 3/day
ORC
- Schedule away this week
- Monday – 0
- Tuesday – 2
- Wednesday – 2
- Thursday forward – 3/day
NGV
- Leadership requested facility be deep cleaned, prior to additional admits.
- Should be completed early in week. (Monday/Tuesday).
- Following cleaning – schedule additional 3 up to 4/3 (then at cap)
Palm Beach
- Schedule away this week
- Monday – 1
- Tuesday – 3
- Wednesday – 2
- Thursday forward – 3/day
Columbus
- Schedule away this week
- Monday – 0
- Tuesday – 3
- Wednesday – 2
- Thursday forward – 3/day
IAFF CoE
- Schedule 4 up to 4/3 (then at cap) and 1 on 4/24 (next planned d/c currently)
- Monday – 0
- Tuesday – 2
- Wednesday – 1
- Thursday – 1
- Friday forward – 2/day
- Hours of scheduling are 3pm-10pm
- Need documentation in activity history, supporting a location client will go to, in the event there is an accelerated discharge, within 4 hours from facility.
Palmer Lake
- Schedule away this week
- Monday – 0
- Tuesday – 0
- Wednesday – 2
- Thursday forward – 3/day
- Admits will only occur Monday-Friday
Ridgefield
- Schedule away this week
- Monday – 2
- Tuesday forward – 3/day
Miami Outpatient
- Schedule away this week
- 3/day
Updates as of March 24, 2020 1130AM ET (per Kevin)
Below takes into account census caps, daily admit limits, scheduled to admit and scheduled discharges.
Note – ‘ schedule away this week’, means no concern of reaching census cap.
Reminders:
- No airline travel (including those flying, then renting a car to drive to us)
- No mass transport, including bus and train
- Clients can drive themselves in, or be driven in
- Admits need to occur within business hours (facility leadership need to approve admits, outside these hours)
- Local pick-ups will require clients to wear a mask during transport (clients should be made aware of this)
- No visitation from non-patients/staff
- Off-site activities are widely excluded
- PLR-Medical is requesting to speak to all clients seeking admit, who are eligible
- Prior to approval – send assessment, client name and phone number to PLR-Medical
- Dr. O/other personnel will follow-up with client to ask additional Covid-19 screening questions
- Approval/denial will follow
- NSV is only accepting residents, as transfers from our adult FL facilities
- All clients seeking outpatient programming, should be aware of tele-health services and be prepared for this type of programming
- More to follow this week on this
- Everything is fluid, as things change locally, state-wide and nationally.
Umatilla
- Schedule away this week
- Tuesday – 0
- Wednesday – 3
- Thursday – 2
- Friday forward – 3/day
ORC
- Schedule away this week
- Tuesday – 0
- Wednesday – 6
- Thursday forward – 7/day (24/7 scheduling)
NGV
- Leadership requested facility be deep cleaned, prior to additional admits.
- Following cleaning – schedule additional 2 up to 3/31 (then at cap)
- Once at cap, schedule up to 4 on 4/3.
Palm Beach
- Schedule away this week
- Tuesday – 2
- Wednesday – 1
- Thursday forward – 3/day
Columbus
- Schedule away this week
- Tuesday – 2
- Wednesday – 2
- Thursday forward – 3/day
IAFF CoE
- Schedule 4 up to 4/3 (then at cap) and 1 on 4/24 (next planned d/c currently)
- Tuesday – 2
- Wednesday – 1
- Thursday – 1
- Friday forward – 2/day
- Hours of scheduling are 3pm-10pm
- Need documentation in activity history, supporting a location client will go to, in the event there is an accelerated discharge, within 4 hours from facility.
Palmer Lake
- Schedule away this week
- Tuesday – 0
- Wednesday – 1
- Thursday – 2
- Friday forward – 3/day
- Admits will only occur Monday-Friday
Ridgefield
- Schedule away this week
- Tuesday – 0
- Wednesday – 2
- Thursday forward – 3/day
Miami Outpatient
- Schedule away this week
- 3/day
Updates as of March 24, 2020 4:00PM ET (per Laura Clarke)
Per the request of Jodi Russo (Executive Director), please open up TRV-U admissions as follows:
Day hours (8 am-5 pm) max of 4 admissions per day
Evening hours after 5 pm max of 3 admissions per night
Of course please try your best to keep these spaced out so that the patients can be assessed for health/ COVID related issues and not be clustered in a waiting area.
Please reach out to Jodi or I with any questions or concerns.
Updates as of March 25, 2020 5:00PM ET (per Kevin Reese)
Umatilla
- Schedule away this week
- Wednesday- 2
- Thursday – 4
- Friday forward – 7/day
ORC
- Schedule away this week
- Wednesday – 0
- Thursday- 3
- Friday forward – 7/day (24/7 scheduling)
NGV
- 1-2 admits available immediately
Palm Beach
- Schedule away this week
- Wednesday – 1
- Thursday forward – 3/day
Columbus
- Schedule away this week
- Wednesday – 0
- Thursday- 0
- Friday forward – 3/day
IAFF CoE
- 1 available for 3/31
- Hours of scheduling are 3pm-10pm
- Need documentation in activity history, supporting a location client will go to, in the event there is an accelerated discharge, within 4 hours from facility.
Palmer Lake
- 2 available for 3/31
- 3/day starting 4/1
- Admits will only occur Monday-Friday
Ridgefield
- Schedule away this week
- Thursday- 2
- Friday forward – 3/day
Miami Outpatient
- Schedule away this week
- 3/day
Updates as of March 26, 2020 8:00PM ET (per Kevin Reese)
We are currently only accepting NGV clients that reside in Florida. This was driven by potential travel restrictions and the inability of families to pick up their child in the 4 hour requirement needed should an emergency arise.
For the well-being of our patients and staff ARS has implemented additional safety measures.
FOR NEW ADMISSIONS TO ALL CENTERS AND ALL PICK UPS:
1. At time of admission or pick up, patient will be required to wear a mask.
2. Patient will be required to wear a mask for 48 hours following admission if around any other person/staff. If in room alone, they may remove mask.
3. If patient becomes symptomatic, mask is required until assessed by medical staff who will determine next steps.
4. All patients are required to reside in their rooms for the first 48 hours at all ARS facilities.
Please reach out to your directors or admissions for questions. This is a fluid and evolving situation. The safety of our staff and clients is paramount. Thank you all for your willingness to adapt and overcome. #BestTeamEver
Updates as of March 29, 2020 10:00PM ET (per Kevin Reese)
Umatilla
- Schedule away this week
ORC
- Schedule away this week
NGV
- Current census of 19
- Monday – 3
- Tuesday – 3 (then at cap, until 4/3)
- Schedule 4 on 4/3
Palm Beach
- Schedule away this week
- Waiting on update for admit acceptance/day
Columbus
- Schedule away this week
- Waiting on update for admit acceptance/day
- Currently at 3 tomorrow, any additional need to be approved by Colleen
IAFF CoE
- Current census of 34
- Monday – 0
- Wednesday – 1
- Thursday - 2
- Only accepting Mondays, ,Wednesdays and Thursdays
- Hours of scheduling are 3pm-10pm
- Need documentation in activity history, supporting a location client will go to, in the event there is an accelerated discharge, within 4 hours from facility.
Palmer Lake
- Monday – 0
- Tuesday – 1 (amend IOP intake scheduled to a teleservice, and open up spot for an IP admit – Christina Letting)
- Wednesday – 3
- Thursday – 4
- Friday - 4
Ridgefield
- Schedule away this week
- Monday - 1
- Tuesday – 2
- Wednesday – 3
- Thursday forward – 3/day
Miami Outpatient
- Schedule away this week
- 3/day
- No airline travel (including those flying, then renting a car to drive to us)
- No mass transport, including bus and train
- Clients can drive themselves in, or be driven in
- Admits need to occur within business hours (facility leadership need to approve admits, outside these hours)
- Does not apply to TRV, ORC, Palm Beach
- Inquires from NY, NJ, CT, MA and CA are auto-denied, unless ability to vet a 14 day quarantine is verifiable
- Example: client is from one of these states and has been staying with family for X amount of day
- Example: client is from one of these states and has been in treatment for X amount of day
- WA TBD, for facilities other than Ridgefield
- ALL geographic location acceptance questions are directed to myself for clearance – do not staff w/ facility
- Local pick-ups will require clients to wear a mask during transport (clients should be made aware of this)
- No visitation from non-patients/staff
- Off-site activities are widely excluded
- ALL scheduled clients require a discharge contingency plan, in the event they become symptomatic while on-site
- Includes ability to get to residence, friend or family member residence within hours, of present symptoms
- Those traveling from out of state, need this vetted prior to getting scheduled
- Contingency discharge plan is documented in notes
- PLR-Medical is requesting to speak to all clients seeking admit, who are eligible
- Prior to approval – send assessment, client name and phone number to PLR-Medical
- Dr. O/other personnel will follow-up with client to ask additional Covid-19 screening questions
- Approval/denial will follow
- NSV is only accepting residents, as transfers from our adult FL facilities
- NGV is only accepting clients from the state of FL
- ALL NGV bookings, require a manager to speak to family and discuss the following – document conversation occurred in notes
- boarding fees
- visitation restriction of non-patient and staff
- families having to wait outside when dropping off clients
- mask and quarantine process for 48hrs
- non-allowance of mp3
- ALL NGV bookings, require a manager to speak to family and discuss the following – document conversation occurred in notes
- ORC is accepting clients being scheduled every 2 hours (up to 12/day)
- When 8 or >, communicate w/ Buck to confirm staffing is in place for additional admits
- TRV is accepting clients being scheduled every 2 hours (up to 12/day)
- When 8 or >, communicate w/ Jodi to confirm staffing is in place for additional admits
- PLR will begin accepting 4 admits/day, with an emergent and approved 5th, beginning Monday 3/30
- PLR is not providing pick-ups, unless they are approved by PLR leadership
- PLR is open to admitting clients from rural areas in neighboring states (otherwise only from state of CO)
- PLR wants to avoid patients coming from Gunnison and Summit Counties – send these for review to PLR leadership, when identified
- Summit towns – Blue River, Breckenridge, Dillon, Frisco, Montezuma, Silverthorne
- Gunnison cities – Gunnison, Mount Crested Butte Marble, Crested Butte, Pitkin
- RVR/ALL facilities are not accepting clients from Kings County – see email from 3/26, including cities within county
- ALL clients seeking outpatient programming and not boarding (traditionally ‘commuting from home’), will participate in telehealth, pending:
- They reside in a state we are licensed in (FL, OH, CO, WA)
- MD is not providing this service currently
- NGV is not providing this service
- Initial nursing, clinical and financial components will be virtually completed
- Process attached
- They reside in a state we are licensed in (FL, OH, CO, WA)
- Everything is fluid, as things change locally, state-wide and nationally.
Updates as of March 30, 2020 11:00AM ET (per Kevin Reese)
Effective today RVPB can handle 6 admissions per day between 8am and 11pm.
Updates as of April 8, 2020 11:00AM ET
Bup/MAT treatment provider locator:
https://www.samhsa.gov/medication-assisted-treatment/practitioner-program-data/treatment-practitioner-locator
Updates as of April 9, 2020 3:00PM ET (per Ryan Aldrin & Stacey Henson)
Please view the video's below from Ryan with useful tips on how to keep in contact with hospitals and from Stacey with updates on the virus and using Telehealth.
Updates for PALMER LAKE as of April 14, 2020 2:00PM ET (per Laura Clarke)
Effective immediately, our Max Census Cap will increase to 85.
Our daily admission cap will remain at 4-5 per day (Inpatient)
Additionally we will open up SATURDAY & SUNDAY to allow 2 admissions each day as “Overflow” from the previous weekdays,
Please note weekend admissions must be scheduled between the hours of 8am-3pm to allow sufficient time for Dr Ochsner and the medical team to screen for COVID-19.
- We will continue to accept IOP-OP & OP Telehealth admissions daily throughout the week, including weekends. This will be dependent upon availability of Nursing Staff to accommodate the nursing assessments via phone. Clinical staff will then coordinate with the nursing team to complete Biopsychosocial assessments on weekdays and get these patients scheduled for group programming via Telehealth.
- We will allow drive-in admissions from extremely rural or underserved areas of Nebraska, Kansas, New Mexico, and Wyoming. Absolutely no airport arrivals at this time.
Updates from ARS HR (Dolores Calicchio) April 14, 2020 12:00PM ET
Parents/Guardians: see attached file below for a list of interactive and engaging resources for children at home during Corona quarantine.
![](http://www.weebly.com/weebly/images/file_icons/pdf.png)
coronavirus_-_supporting_at_home_children_-_nonumber.pdf | |
File Size: | 130 kb |
File Type: |
TRAINING LINK from Allison April 14, 2020 11:00AM ET
TRAINING: Dux Soup & LinkedIN (courtesy of Allison Walsh)
https://therecoveryvillage.wistia.com/medias/kz64r9hctr
TRAINING: Dux Soup & LinkedIN (courtesy of Allison Walsh)
https://therecoveryvillage.wistia.com/medias/kz64r9hctr
Updates from ARS HR (Dolores Calicchio) April 14, 2020 4:00PM ET
As we continue to manage through the COVID-19 pandemic, many are starting to feel the effects of social isolation and the fear of the coronavirus infection. See the attached files below for information to help you cope.
As we continue to manage through the COVID-19 pandemic, many are starting to feel the effects of social isolation and the fear of the coronavirus infection. See the attached files below for information to help you cope.
![](http://www.weebly.com/weebly/images/file_icons/pdf.png)
covid19_-_tips_to_counter_social_isolation_-_nonumber.pdf | |
File Size: | 109 kb |
File Type: |
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covid19_-_managing_fear.pdf | |
File Size: | 1140 kb |
File Type: |
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dental_virtual_news_from_cigna.pdf | |
File Size: | 179 kb |
File Type: |
Updates from ARS HR (Dolores Calicchio) April 27, 2020 6:00PM ET
Please see the file below for additional information from PwC separated by grade level to assist you while teaching from home.
Please see the file below for additional information from PwC separated by grade level to assist you while teaching from home.
![](http://www.weebly.com/weebly/images/file_icons/xls.png)
pwc_resources_for_families[4733].pptx | |
File Size: | 4693 kb |
File Type: | pptx |
Updates from Ashley Ulbrich May 1st, 2020 10:00AM ET
The Recovery Village Website has been updated. Please follow this link to view our upcoming events.
https://www.therecoveryvillage.com/locations/#Upcoming_Events
Don’t forget to fill out the survey: https://forms.gle/DT6SwdC5GDbVVXkg8
The Recovery Village Website has been updated. Please follow this link to view our upcoming events.
https://www.therecoveryvillage.com/locations/#Upcoming_Events
Don’t forget to fill out the survey: https://forms.gle/DT6SwdC5GDbVVXkg8