THH Playbook

Call Phase Overview

Complete 7-phase breakdown with detailed guidance for each stage of the call.

Phase 1: Open & Qualify (30 seconds - 2 minutes)

Owner: Opener | Goal: Professional identification, qualify caller type, establish engagement.

Key Objectives

  • Answer professionally with facility name and your name
  • Identify if calling for self or loved one
  • Gather initial data (name, relationship to patient)
  • Set tone for the conversation

Example Talk Track

Agent: "Recovery. This is Jake."

Caller: "Hi, I'm looking for help..."

Agent: "Are you calling for yourself or someone else?"

Caller: "For myself."

Agent: "What's your name? I'm here to help you."

Transition Signal

Move to Phase 2 when: Caller type identified, initial data gathered, caller is ready to engage.

Phase 2: Rapport Building (2-3 minutes)

Owner: Shared | Goal: Build trust before gathering clinical information. Make caller feel heard and safe.

Key Objectives

  • Use non-judgmental acknowledgments
  • Mirror caller's energy and language
  • Normalize their situation
  • Create emotional safety

Key Phrases

  • "I got you. I got you."
  • "Gotcha, man."
  • "You're fine." (when they apologize)
  • "I hear you."
  • "That makes total sense."
Don't rush this. Callers who feel heard are 3x more likely to commit to admission. This phase sets the foundation for everything that follows.

Transition Signal

Move to Phase 3 when: Rapport established, caller feels heard and comfortable, ready to share details.

Phase 3: Discovery (1-2 minutes)

Owner: Closer | Goal: Understand the clinical picture through open-ended questions.

Key Objectives

  • Identify primary substance of concern
  • Understand duration and severity
  • Assess current usage patterns
  • Let caller tell their story without interruption

Key Questions

"What's going on with you?"
"What substance have you been struggling with?"
"How long has this been going on?"
"Walk me through what a typical day looks like right now."

Let Them Talk

Don't interrupt. Let them tell their story. You'll learn more by listening than by asking rapid-fire questions. Use minimal encouragers: "Mm-hmm," "I hear you," "Go on."

Transition Signal

Move to Phase 4 when: Clinical picture clear, treatment history known, you understand the severity.

Phase 4: Fact Finding (1-2 minutes)

Owner: Closer | Goal: Gather critical logistical information and identify barriers.

Key Objectives

  • Verify insurance coverage
  • Understand employment/FMLA situation
  • Identify hot buttons (what finally made them call)
  • Uncover potential obstacles (family, work, living situation)

Key Questions

"What type of insurance do you have? Let me verify your benefits right now."
"How long have you been at your job? You may qualify for FMLA protection."
"What made you decide to reach out today?"
"Who knows you're making this call?"

Transition Signal

Move to Phase 5 when: Hot button identified, logistics understood, insurance verified or in process.

Phase 5: What They're Looking For (1-2 minutes)

Owner: Closer | Goal: Understand expectations, fears, and what success looks like to them.

Key Objectives

  • Identify what they think they need
  • Uncover fears about treatment
  • Understand past treatment experiences
  • Learn what would make them feel comfortable

Key Questions

"What are you looking for in a program?"
"Have you been to treatment before? What did you like or not like about it?"
"What are your biggest concerns about going to treatment?"
"What would make you feel comfortable coming in?"

Example Talk Track

Agent: "What are you looking for in a program?"

Caller: "I don't know... I just need help. I've tried before and it didn't work."

Agent: "I hear you. Tell me about that experience - what didn't work for you?"

Transition Signal

Move to Phase 6 when: Expectations clear, fears acknowledged, you know what matters most to them.

Phase 6: Tailored Presentation (2 minutes)

Owner: Closer | Goal: Present the program in a way that speaks directly to their needs and concerns.

Key Objectives

  • Connect program features to their specific situation
  • Address their stated fears and concerns
  • Use their language and priorities
  • Paint a picture of what their experience will be like

Example Talk Track

"Based on what you shared, here's what I think would work for you..."
"You mentioned [concern] - here's how we handle that..."
"Since you're dealing with [substance], our clinical team specializes in..."
"Let me walk you through what your first few days would look like..."
Personalize everything. Don't give a generic facility pitch. Reference what they told you in earlier phases. Show you were listening.

Transition Signal

Move to Phase 7 when: Program presented, value understood, objections addressed, caller shows buying signals.

Phase 7: Close (2 minutes)

Owner: Closer | Goal: Create urgency, set timeline, book admission or firm follow-up.

Key Objectives

  • Assume the sale - speak as if they're coming
  • Create healthy urgency around timing
  • Set specific arrival time and date
  • Gather final admission details
  • Confirm logistics (who's bringing them, what to bring, etc.)

Transition to Close

"The fact that you called today is huge."
"Were you thinking about coming in today, or is tomorrow better?"
"Let's get you scheduled - what time works best for you to arrive?"
"I've got availability today at 2pm or tomorrow morning at 9am - which works better?"

Gather Final Details

"Let me just get a few more details and we'll be all set."
"Who's going to be bringing you in?"
"Do you have someone who can help you pack?"
"I'm going to text you our address and what to bring. What's your cell number?"

If Not Ready to Commit

"What's holding you back?"
"On a scale of 1-10, how ready are you to get help? What would make it a 10?"
"Can I call you back in an hour to check in?"
"Let me send you some information. When can I follow up with you?"

Transition Signal

Call Complete when: Admission booked with specific time/date OR firm follow-up scheduled with specific callback time.

Phase Transition Summary

How to know when to move to the next phase:

From Phase To Phase Transition Signal
1. Open & Qualify 2. Rapport Building Caller type identified, initial data gathered
2. Rapport Building 3. Discovery Rapport established, caller feels heard
3. Discovery 4. Fact Finding Clinical picture clear, treatment history known
4. Fact Finding 5. What They're Looking For Hot button identified, logistics understood
5. What They're Looking For 6. Tailored Presentation Expectations clear, fears acknowledged
6. Tailored Presentation 7. Close Program presented, value understood
7. Close Complete Admission booked or firm follow-up set