Phase 8: Transition to Pre-Assessment Specialist
Once the caller has committed to admission, your job is to smoothly transition them to the Pre-Assessment Specialist. This handoff keeps momentum going and ensures they don't have time to second-guess their decision.
The Standard Handoff
Rep: "Here's what we'll do next. I'm going to connect you with our Pre-Assessment Specialist."
"They'll complete a quick clinical assessment, review medications, and make sure we set you up for the safest and most comfortable admission possible."
- "It takes about 10–15 minutes."
- "They'll confirm logistics and next steps."
"I'm going to bring them on the line now so we can get this moving for you."
Why This Script Works
- Sets expectations: 10-15 minutes (not overwhelming)
- Frames it as clinical, not bureaucratic: "Clinical assessment" sounds professional and necessary
- Emphasizes safety: "Safest and most comfortable admission"
- Creates urgency: "I'm going to bring them on the line now"
What to Communicate to Pre-Assessment
Before you transfer the call, briefly communicate key details to the Pre-Assessment Specialist (via message or verbally if possible):
Essential Information
Demographics
- Caller's name
- Age / DOB
- Location
- Best contact number
Hot Button
- Their primary fear/motivation
- Why they called TODAY
- Any urgency factors
Medical/Clinical
- Substances used
- Last use
- Any overdose/ER visits
- Mental health concerns
- Current medications
Barriers/Objections
- Any objections you handled
- Financial concerns
- Job/family logistics
- Hesitation points
If They Hesitate at the Handoff
Sometimes callers commit to treatment but balk at the idea of "one more call." Handle this quickly:
Caller: "Can I just call back later to do this?"
Rep: "I totally understand—you're tired, you've been on the phone with me for 15 minutes. But here's the thing: This assessment is what gets you in the door tomorrow. If we don't do it now, we risk losing your spot, and I don't want that to happen."
"It's only 10 minutes. You've already done the hard part by committing. Let's finish this together so you can rest knowing everything is set up for tomorrow. Sound good?"
If They Still Refuse
Rep: "Okay. I get it. Can we schedule a specific time for you to call back? What time works—2pm today? 5pm?"
(Get a firm commitment. Don't let them go without a plan.)
"I'm going to text you a reminder at [time] with the direct number to call. And I'll be expecting your call. If I don't hear from you, I'm calling you back. Deal?"
Warm Introduction to Pre-Assessment
If you can, stay on the line briefly to introduce the Pre-Assessment Specialist:
Rep: "Hey [Pre-Assessment Name], I've got [Caller Name] on the line. We've been talking for the last 15 minutes, and [he/she] is ready to get scheduled for admission tomorrow morning."
"[Caller Name], this is [Pre-Assessment Name]. They're going to take great care of you and make sure everything is set up. I'm going to drop off now, but you're in excellent hands."
"[Caller Name], I'm really glad we talked today. You made the right decision. I'll see you when you get here."
(Drop off the call.)
Why This Works
- Validates their decision: "You made the right decision"
- Builds trust in Pre-Assessment: "You're in excellent hands"
- Creates continuity: "I'll see you when you get here"
If Pre-Assessment Is Unavailable
Sometimes Pre-Assessment is on another call or unavailable. In this case:
Rep: "Our Pre-Assessment Specialist is with another client right now. Here's what I'm going to do—I'm going to have them call you back within the next 30 minutes. What's the best number to reach you?"
"In the meantime, I'm going to text you a confirmation with your admission date and what to expect. Keep your phone close—they'll be calling soon."
"And [Caller Name], if for any reason you don't hear from us in the next hour, call me directly at [your number]. I'm not going to let you slip through the cracks. We're getting you in tomorrow."
Post-Handoff: Follow-Up Tasks
After you've handed off to Pre-Assessment, complete these tasks:
1. Document the Call
- Hot button identified
- Admission date committed
- Objections handled
- Key details for follow-up
2. Send a Text Confirmation
"Hi [Name], this is [Your Name] from Tulip Hill. Great talking with you today. You're scheduled for admission [tomorrow morning / today]. Our Pre-Assessment Specialist will call you shortly to finalize everything. If you have any questions, call me at [your number]. You made the right decision. See you soon."
3. Alert the Team
Notify relevant team members (admissions coordinator, clinical director) that you have a committed admission for tomorrow. Include:
- Caller's name and contact info
- Admission date and time
- Any special accommodations or concerns
- Financial pathway (insurance, private pay, etc.)
4. Set a Follow-Up Reminder
If they're coming in tomorrow morning, set a reminder to text them tonight:
"Hey [Name], just checking in. Tomorrow morning is the big day. I'm excited for you. If you need anything tonight, call me at [your number]. Otherwise, I'll see you when you arrive. You've got this."
Common Handoff Mistakes to Avoid
Mistake: "I'll Transfer You Now"
Why it fails: No context, sounds abrupt
Do instead: Explain what Pre-Assessment will do and why it matters
Mistake: Letting Them Call Back
Why it fails: 50%+ won't follow through
Do instead: Transfer immediately or set a FIRM callback time with text reminder
Mistake: No Documentation
Why it fails: Pre-Assessment has no context, caller has to repeat their story
Do instead: Pass along hot button, substances, and urgency factors
Mistake: Saying "Good Luck"
Why it fails: Sounds like you're done with them
Do instead: "I'll see you when you get here" (creates continuity)