Intake & New Clients

This section covers what associates should do when working with new clients and intakes.

New Client Journey

New clients can start in one of two ways:

  1. Book a first session directly
  2. Book a free consultation first, and then book a first session

How matching works

The intake coordinator / admin routes inquiries to the appropriate therapist based on:

  • areas of expertise
  • fit between client population and therapist
  • counsellor and client availability

Intake expectations (what to collect / confirm)

Sometimes clients are booked by admin, especially for consultation calls without all the information we need. This is done to reduce client obstacles and resistance to booking. Please confirm the following for new clients (or as soon as possible after booking):

  • Client contact info is complete and accurate:
    • first and last name
    • email address
    • phone number
  • Billing readiness:
    • confirm the client has a valid credit card on file (per clinic process, including clients who plan to use direct billing to insurance)
  • Client has therapist contact information:
    • your Head & Heart counselling email address
    • a phone number to reach you if necessary (per your communication norms)
  • If the session is a couples’ session:
  • If the session is in person:
    • confirm the client has the office address
    • confirm the client has building entry instructions / buzzer information from admin (do not share building access details broadly)
    • if the session is after hours, please confirm how the client will access the 8th floor
    • if the client needs wheelchair accesibility, confirm that they will enter from the Cordova St. entrance and how they will access the elevator if it is after hours
  • After a client books their first session (directly or after a consult):

Insurance coverage questions (what we can and can’t say)

See: Direct billing to insurance

Providers we direct bill to:

If a client asks whether their sessions will be covered by insurance, please use this guidance:

  • What we can say:
    • We direct bill to most large insurance providers.
    • We will attempt to charge your insurance.
    • To attempt direct billing, we need your insurance provider name, your ID number, and your policy number (or you can send a photo of your insurance card).
    • If you have insurance coverage and we are unable to direct bill, you can still pay the clinic by credit card or e-transfer. We will issue you a receipt and you can submit it to your insurance provider for reimbursement.
    • Even with direct billing, you still need a credit card on file to cover any top-up charges or amounts not covered by insurance.
    • You are responsible for any top-ups, any amounts not covered, or the full fee if coverage is not available.
  • What we can’t say:
    • We cannot say (or imply) that your sessions with Head & Heart Counselling will be covered by your insurance.

If an insurer requests information about therapy:

  • Please share only very minimal, high-level information (e.g., broad session type and a very general topic area) and no clinical detail.
  • Share only what is necessary and authorized. If unsure, please redirect to admin and follow the privacy guidance: Privacy Index.

When to redirect to admin

Please contact admin to coordinate if:

  • you want to not charge for a no-show appointment or a late cancellation (fee exceptions)
  • you want to negotiate a sliding scale / lower rate for a particular client for a particular length of time
  • you want to change your shift to accommodate a particular client
  • a client wants insurance direct billing instead of using their credit card (see: Direct billing to insurance)
  • there is a payment failure / declined card (follow the associate-facing billing procedure: Failed card decline — associate role)
  • a client requests a receipt (or any correction to an issued receipt)
  • a client requests a refund, chargeback, or payment dispute:
    • an associate may offer a refund if they feel the client has a valid dispute for why the therapy should not be paid for
    • please notify admin; refunds/chargebacks/disputes may need to be negotiated with admin
  • New client: before first session checklist:

Follow up after first point of contact with a client

Scripts