My Solution Services was one of the first on the scene – about 10 years ago – to provide online services specializing in mental health with a customized phone and scheduling service.  We are still going strong and continue to refine, improve, and grow our IC team to bring you that top-quality service. 

Therefore, it is our conviction that answering phones and scheduling for mental health clients is set apart from any other type of phone and scheduling service.  It requires handling each call with compassion, a heart to help, boundaries, and a strategy for success and conversion. 

Because we are so committed – in 2019 we built our call center ON SITE!  What does that mean? 

We are present with the IC Team and have more interaction and the ability to help on the spot. We help ICs on-demand with questions or problems on calls or emails, and this brings you a much better, more trained, and nurtured Intake Coordinator! 

I am pretty sure that we are the first on the scene to build a full call center on-site JUST FOR YOU!

The MSS Intake Coordinators (ICs) are hand-picked and comprehensively trained especially with you in mind!  They are NOT VAs! 

They are specifically trained to be just what their title says… INTAKE COORDINATOR!

Whoa, now THAT is serious right there!  As it should be! 

We know what it takes to provide top-quality ICs who are professional, personable, and dedicated.  In addition, they are compassionate and caring, yet trained to have phone boundaries.  THIS IS A MUST!

With longevity experience in mental health – going on 18 years – we have handled thousands of calls over the years. In addition, our owner has trained hundreds of clinicians and/or their staff on how to handle and convert calls in their practices. 

This allows us to offer you the best support possible with one of THE MOST important aspects of your practice – your phones!

With over 17 years of experience, we know what it takes to provide this type of support to therapists in private practice – not only talking with callers but converting them into clients.  It takes top-notch training, skill, practice, and strategy and this is what we offer.

Each call is critically important because they need to know that they have called the right place. Their relationship for therapy starts on the first call. 

Above all, they need to know we are here to help them connect to the therapist and to make the call a pleasant and safe experience.  After all, the first phone call is the first touch and impression. It’s the start of a successful treatment relationship and we are representing you! 

Therefore, we KNOW that it is important for callers to hear from you or your office.  These days we understand that if a caller doesn’t get a response they may move on to call other therapists.  Because we know this, our ICs are dedicated to providing the best service and timely returned calls.

Over the years of successfully converting calls into intakes, our founder wrote a 7-Step Training Course* that every team member must complete.  This training is what sets My Solution Services, Inc. apart from other VA or phone and scheduling services. 

This exclusive program is designed to bring high conversion rates to our clients. It is a 10-15 hour training course that consists of the following

All training and course information is Copyright and all rights are reserved.

7 Steps to Converting Calls to Intake 

1. Create a Relationship
2. Create a Safe Place
3. Create Value
4. Give Information
5. Close the Deal (Book ’em)
6. Your Referral Source
7. Close the Call/Follow up

Role Play Training* 

Once they complete this amazing course training, their next step is to go through 6-8 hours of role-play of realistic calls. 

After each call, the team debriefs and provides feedback so they continue to learn and improve their skills to be fully trained for our clients – you the therapist – before you even meet them.  Frances continues to be personally involved in the training, listening with her trained and experienced ear to make sure the team member is ready. 

P.S.  We have a lot of fun in training – we just can’t help it!

This is what we do every day and we know what works and how it works.  So making the transition will be fairly simple and as stressless as we can make it.

We will do our best to make a few changes but there are some things that just “have to be” for us to work together. 

Here are some facts about the logistics and getting started.

EHR/EMR – Electronic Health Record – aka Electronic Medical Record

For us to provide this service to you, your scheduling must be in an EHR/EMR online. 

Already using an EHR? 

Great. We use what you use. We will gladly work on the platform (EHR) you are already using.

However, if you are in an EHR and not happy and would like to change, we can help!  It’s not as bad as you may think to change. 

NOT using an EHR? 

No worries, we can help and set it up for you and then train you how to use it! 

VoIP – VOICE OVER INTERNET PROTOCOL – aka PHONES 

“I am so sick and tired of working with phone services that do not work!” ~ Frances 

WE KNOW WHAT WORKS!!!  We do not take lightly the importance of a good and reliable phone system for your practice – why? Because your phones are the lifeline to your practice.** 

Not only must this service be reliable, but they must also offer good customer service and be HIPAA compliant.  Trust me, we are picky about this!

VERY IMPORTANT TO READ

For that reason, we exclusively use Phone.com.  We have been using them for several years and not only are they reliable, HIPAA compliant, and have great customer service, but because we are partners, we have an even greater connection in getting any potential problems resolved ASAP!  

If you currently are a customer, we will come in and make sure the transition is smooth and things are ready to go with answering your phones. You will be under our partner account with Phone.com. This means you are taken care of above and beyond the customer service pop-up!  We have a back door!!! 

If you are NOT currently a customer, no worries.  We will do ALL of the work for you in getting set up so you don’t have to.  Then we will teach you and your staff how to use it.  PLUS, you will get our discount pricing. 

This is your account and will stay with you no matter where you go…for life.

Good things take time!

We know what you are thinking.

“How can I trust someone else with my phones?”

We understand it can be a bit scary to let go – but remember – this is what we are experts in!  Just like you know your stuff in the room – we know our stuff on the outside of the room!  😉  So you can chill and relax that you are in good hands.  Only a few weeks in and you will wonder why did I wait so long to do this?

Timing is everything

We get a lot of inquiries from therapists feeling “desperate” to get help. Overwhelmed, bad experiences with other services, going on vacation, etc. 

I get it. 

However, it takes time to get set up and it is contingent on the availability and set-up time… 

1. Frances has a high demand and a full calendar.  It could take up to a month before a consultation date is open that works for you. We are willing to open spots if and when we can or to notify you if there is a cancellation.
   So if you need services, please do NOT wait until the last minute to reach out.  Our recommendation is to start your search and talk with us a minimum of 4-6 weeks in advance of when you want to start service.
2. We continue to bring on new team members to meet the needs of clinicians. But again, this takes time. Our goal is to have top-quality Intake Coordinators and to have them fully trained (see training section above) before they begin to service clients. Therefore, it is possible there could be a waiting period for a spot and the IC to be available for your practice.
3. Once you have been accepted for service, there will be a 2-week setup period before going “live”.  We do the setup for you, but some things (like importing current phone numbers) are not in our control regarding how long it takes.  The average is 7-10 working days. We continue working and setting up while waiting for the completion of your import to ensure we are ready once the phones are completed. 

What else do I need to know? 

• Should this be the right fit – it is best to be ready to start within 30 days or less of the consultation. There can be a deposit required to reserve your spot and the IC due to the high demand.
  If you are not looking to start services within 15-30 days, please wait to schedule your consultation. If you are not sure and have questions, feel free to email those to frances@mysoltuionservices.com

What can you tell me about the packages?  

We are service and results-oriented.  What does that mean? 

We focus on providing great service with desired results for your practice. Therefore, we don’t focus on minutes or hours, but the RESULTS. 

Click here for how we handle our rates. 

Here is what your Monthly Retainer Package gives you: 

COMMITMENT – Am I locked in? 

• 90-Day time Commitment – (Invoiced Monthly)
  • 30-day notice for Separation
• Then month-to-month contract
  • 30-day notice for Separation

SERVICE AND COORDINATOR – What do I get? 

• Reserve your service spot monthly
• Reserves your Intake Coordinator (IC) monthly
  • Available on call 40 hours a week – Monday – Friday 9-5 pm
  • Allotted monthly activity hours
    • Up to the number of hours in the package that best fits you
    • Unused hours – do not roll over and are not prorated
• Fully Trained Intake Coordinator
  • Trained in converting calls with mental health clients
  • Trained in HIPAA compliance
  • Trained in crisis calls
• Monthly emails, texting, phone, and/or video calls with your IC or MSS staff 

WHAT THE INTAKE COORDINATOR DOES – What does the Intake Coordinator do? 

• Handles all-new call inquiries and Intake scheduling
• Handles all new email inquiries and Intake Scheduling
• Answer calls live – if not on the phone with a current client
• Returns missed calls and/or voicemails by the end of the business day
  (if it is the end of the business day. calls will be returned the next biz day)
• Enter new clients in your E.H.R.
• Enter appointments on your calendar
• Notifies you of new appointments
• Call Tracking for NEW inquiries
• A wait list – if needed/desired
• Handles rescheduling, cancellation, and booking sessions for
  current clients
• Obtains Credit Card information for clients’ file
• Obtains and enters insurance information for client file
  (we do offer a Verification of Benefits package. We do not offer billing services).
• Additional tasks must be approved by the office and may have additional fees
• They are not VAs…they are focused on booking your Intakes and Sessions.

LAST BUT NOT LEAST – “…and in the end…” 

• 1 hour – Video meet and greet your Intake Coordinator
• Your credit card is required to be on file
  • Auto monthly billing – 1st of the month for current services
• Peace of mind knowing your phones are in good hands

Your start date (aka – “LIVE” date) will be based on availability.  The following will determine your live date

• we have an IC available
• set up time – a 2-week lead time is required to get the ball rolling
• if you are already using phone.com – (don’t have to import)
• import transfer date – when the import is completed and your business number is now under phone.com
• and of course, your response time to us and you’re staying on track in getting us the information we need to complete the above.