The Handoff to Closer

This is the most critical moment in your job. You've qualified the caller, built rapport, and now you're passing them to someone with more clinical and financial authority. If the handoff is clunky, the caller feels shuffled. If it's smooth, they feel elevated.

When to Transfer

Transfer when:

You've confirmed commercial insurance OR self-pay capability
You've collected all basic qualifying information
You've built initial rapport and they've shared their story
The Closer is available

Do NOT transfer when:

You haven't confirmed insurance type
You haven't collected contact information
The caller is still asking basic qualifying questions
The Closer is unavailable (unless it's an emergency)

What Information to Relay to the Closer

Before transferring, mute the call and give the Closer:

Caller's name
Self or loved-one
Insurance type and company
Substance of choice (if known)
Urgency level (crisis vs. researching)
Any red flags or special considerations

Example Prep:

"Hey, I've got Sarah on the line. She's calling for herself. Alcohol, about 5 years. She's got Blue Shield through her employer. Ready now, wants to come this week. She's a little anxious but engaged."

How to Make It Seamless ("Brief Hold" Technique)

The Script:

"Okay, so you're ready to explore treatment. Here's what happens next. I'm going to connect you with our senior admissions coordinator. They do a deeper assessment — they'll go into detail about your history, what level of care is right for you, all the financial stuff.

My job was just to make sure we could help you. Theirs is to make sure you get the RIGHT level of help and to explain everything that's involved.

Does that make sense? Let me put you on a brief hold while I get them."

The Transfer Process (Step-by-Step)

Step 1: Set the Transfer Expectation

Use the script above to explain what's about to happen.

Step 2: Mute the Call

Put the caller on hold/mute (don't disconnect).

Step 3: Prep the Closer (20 seconds max)

Give them the essential context listed above.

Step 4: Transfer the Call

Execute the transfer in your phone system.

Step 5: Optional Introduction (5 seconds)

Stay on for 5 seconds to intro if needed, then drop off.

"Sarah, this is [Closer Name], our senior admissions coordinator. [Closer Name], this is Sarah. I'll let you two talk."

What NOT to Do During Handoff

CRM Documentation Requirements

After the transfer completes, you MUST:

Complete a chart within the CRM
- Caller name and contact info
- Insurance details
- Substance of choice
- Key notes from conversation
Score the call
- Quality of qualification
- Rapport established
- Likelihood of conversion
Note any special considerations
- Red flags
- Urgency indicators
- Follow-up needed
Update insurance verification status
- Verified
- Pending
- Need callback

Special Transfer Scenarios

Closer is Unavailable

Scenario: You've qualified the caller but the Closer is on another call or unavailable.

"Great. So our senior admissions coordinator is with another caller right now. You have two options — I can have them call you back in about 10-15 minutes, or you can hold for a few minutes until they're free. What works better for you?"

Caller is Hesitant About Transfer

Caller: "Wait, why do I need to talk to someone else? Can't you just tell me what I need to know?"

"I totally get that. Here's why — I've made sure we can help you, which is my job. But the coordinator has the clinical background and financial details to walk you through exactly what treatment would look like for you, what it costs, when you could start, all that. They're better equipped to answer those questions than I am. It'll be worth the couple extra minutes. Sound good?"

Caller Needs to Call Back Later

Caller: "I can't talk right now. Can I call back later?"

"Absolutely. I've got your information. When you call back, ask for [Closer Name] directly. They'll be expecting your call. If they're unavailable, any coordinator can help you. Does that work?"

Then document in CRM that they'll be calling back and alert the Closer.

Example Complete Handoff

You: "Okay, Sarah. So you're ready to explore treatment. Here's what happens next. I'm going to connect you with our senior admissions coordinator. They do a deeper assessment — they'll go into detail about your history, what level of care is right for you, all the financial stuff. My job was just to make sure we could help you. Theirs is to make sure you get the RIGHT level of help and to explain everything that's involved. Does that make sense?"

Caller: "Yeah, that makes sense."

You: "Perfect. Let me put you on a brief hold while I get them."

[Mute call]

You to Closer: "Hey, I've got Sarah on the line. She's calling for herself. Alcohol, about 5 years. She's got Blue Shield through her employer. Ready now, wants to come this week. She's a little anxious but engaged."

Closer: "Got it. Send her over."

[Transfer]

You (optional intro): "Sarah, this is Jessica, our senior admissions coordinator. Jessica, this is Sarah. I'll let you two talk."

[Drop off call]

Post-Transfer Checklist

Immediately after transfer:

□ Complete CRM chart
□ Score call quality
□ Note insurance verification status
□ Flag any special considerations
□ Update admissions thread if needed

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