• Krista Snively
Admissions,
Referral Relations & Marketing Director
• Tom Maisel
Referral Relations Consultant
• Carriann Russell
Digital Media & Marketing Specialist
• Shannon Harris
• Tim O’Donnell
• Will Otto
•Ed Mehollin
• Jackie Soto
•Craig Bosse
Client Services Director
Intake Director
• Jenny Stokes
Executive Director
• Beth Kunzman
Admissions Counselor
• Shasta Corral
Admissions Counselor
Referral Relations
Efforts
• We sponsor year round Professional
Networking Events and conferences
across the country
• Customer relationship management
• Social networking
• Website analytics
• Facility tours
• Promotional materials management
Referral Relations
Plans
• Constant personalized interaction
among Mental Health Professionals,
Educational Consultants,
Interventionists, and other Programs
• Advertisements in both print and
digital media
• Events and Luncheons
• Conferences and personal visits to
therapist offices
Referral Relations
Goals
• To i n c re a s e b ra n d awa re n e s s a m o n g b o t h
m e nta l h e a l t h p ro fe s s i o n a l s a n d t h e
ge n e ra l p u b l i c
• To e d u c ate fa m i l i e s a n d p ro fe s s i o n a l s
a b o u t o u r u n i q u e a p p ro a c h to m e nta l
h e a l t h c a re
• To e s t a b l i s h l o n g l a s t i n g
r e l a t i o n s h i p s w i t h Re fe r r a l S o u r c e s
by cr eating a dir ect r elationship
b e t w e e n p r o g r a m cl i n i c i a n s a n d o u r
A d m i s s i o n s Te a m t h r o u g h c o n t i n u o u s
communication
Clinical Goals
• NO Surprises!
– When any incident occurs with a resident, notify the
Referral Source first
• Therapeutic Alliance
– To help diffuse any situation, the Referral Source
should be notified first
• This keeps the integrity of the incident when
communicating with parents
– By the Referral Source knowing they can help
protect our reputation
Referral Relations
& Clinical Goals
• Re p r e s e n t C o m p a ny C u l t u r e Ev e r y d ay
– Every team member, in every department, shares a clear
vision: to provide uncompromised service to residents and
families, with unwavering ethics and integrity, within the
most unique and meaningful treatment experiences
possible
• Personal appearances must always reflect utmost integrity
• Timeliness and reliability must be customary to ensure
uncompromised service is provided to both residents and families
• Words and actions should represent unwavering values at all times
• To provide the most exceptional and significant treatment
experiences possible, clinicians must constantly interact with
residents within the milieu giving real-time relevant interventions
Referral Relations
& Clinical Goals
• P r o m o te o u r S o c i a l I n te g ra t i o n M o d e l w i t h p r i d e
– There is an significant opportunity to educate individuals when
they tour the facility. Every visit is unique and at times, both
general and clinical questions are asked. Clinical questions
should never go unanswered because no one is around
to respond
– We provide a unique service to both families and residents that
is difficult to convey clearly
• Everyone must be able and available to clearly communicate our Social
Integration Model to residents, to their families and to referral sources
during tours
REFERRAL SOURCE
Referral
Relations
Referral
Relations
TRUST
Clinician
Admissions
Relationship
established
after time
and hard
effort
TRUST
Referral
Relations
Referral
Relations
Referral
Relations
Referral
Relations
Admissions
Clinician
**After time, the
clinician will be familiar
with our program. As a
result, the clinician will
start communicating
with Admissions
directly with any
referrals.**
Email
Referral
Relations
Referral Relations Team stays in
touch with Referral Sources,
Admissions, and Clinicians
Referrals
Clinicians
stays in
touch
with
Referral
Source
and
Referral
Relations
Team
Treatment
Admissions
Admissions
stays in
touch with
Clinicians,
Referral
Relations
Team and
the Referral
Source
Referral
Relations
Team
Admissions
Team
Qualified
Referrals
Residents!
There are many
steps in the
referral relations
process to convert
a referral to a
qualified
admission....
The Referral Relations Process
1/6:
Admissions
& Marketing
visit
Program,
meet
doctors.
(Receive
Referral)
January
4/19:
Marketing
Reps meet
with
Doctor &
Program
at Event in
Dallas
“Time Passes”
February
March
3/9:
Marketing
Rep attends
a CoSponsored
Event with
Program
April
May
“Time Passes”
June
July
12/14: After
review, the
client is
admitted to PV
(Admission)
“Time Passes”
August
September
October
“Time Passes”
November
11/3:
Doctor
from
Program
calls
Admissio
ns to
discuss
admission
December
The Price to Convert
Referrals
Detailed Breakdown of
Estimated Expenses
Date
1/16
1/16
3/9
4/19
4/19
4/19
11/3
12/14
Name
Description
Jenny Linder Center visit
Jerry Linder Center visit
Chris Co-sponsored Event
Tom Dallas meeting
Shannon Dallas meeting
Chris Dallas meeting
Jenny Doctor Conference Call
Jenny Verified Admission
Hotel Air Fare Rental Car Food & Bev. Event Admin.
300.00
300.00
450.00
450.00
450.00
450.00
X
X
2,400.00
350.00 200.00 150.00
X 300.00
350.00
X
150.00
X
X
350.00 200.00 200.00 300.00 400.00
350.00 200.00 200.00 1,500.00 200.00
350.00
X
200.00
X 200.00
350.00
X
200.00
X 200.00
X
X
X
X 100.00
X
X
X
X 300.00
2,100.00 600.00 1,100.00 1,800.00 1,700.00
TOTAL COST FOR 1 REFFERAL = ADMISSION
TOTAL
1,300.00
800.00
1,900.00
2,900.00
1,200.00
1,200.00
100.00
300.00
9,700.00
Treatment Process Timeline
Referral made.
If it is made
directly to the RR
Team, it is passed
to Admissions.
If referral is made
directly to
Admissions, they
inform the RR
Team.
Referral
Relations
Referral
Referral Relations
Team (RR Team)
works with Referral
Sources to keep
our name in front of
them and to ensure
our program will
always be
considered as an
option for
residents.
**This step can
repeat itself
with the
same/different
Referral
Source and
the
same/different
resident. **
Referral
Follow-Up
Admission’s gets information from
the RR Team or Referral Source to
begin the process.
Potential resident or family fills out
online form, records are requested/
received, payment is considered
and case is discussed/ analyzed for
admission.
Resident discharged
back to family,
another program or
on their own.
Therapists inform all
parties involved
including Referral
Source, Admissions
and the RR Team.
**This step could take days, weeks
or even months to complete. **
Referral
Referral
Follow-Up
RR Team follows
up/thanks Referral
Source.
RR Team follows
up/thanks Referral
Source.
**This is an
opportunity for an
Admission, but does
not guarantee one. **
**This is an
opportunity for an
Admission, but does
not guarantee one. **
Resident may not be
ready/voluntary/or
clinically viable.
Resident may not be
ready/voluntary/or
clinically viable.
Admission
Treatment
Discharge
Treatment plan developed and
resident begins treatment.
Therapist stays in touch with
parents, former clinicians, any
responsible parties and Referral
Source.
A “bridge of trust” is built between
the Therapist and Referral Source.
Referral Source starts to feel
comfortable about treatment plan,
therapists, environment and the
services provided.
Follow Up
Therapist and RR
Team follow up with
Referral Source
informing them of
discharge plan and
to answer any
questions.
This further builds
the “bridge of trust”
among the Referral
Source, Therapist
and the RR Team.
• Referrals do NOT guarantee admissions
• Most referrals can take longer than 2 – 3
months to convert into admissions, some
can take more than a year
• A single Referral Source can make multiple
referrals than can lead to admissions
• Length of stay for our residents varies
• Where do referrals come from?
83 Total
8
23
9
4
2
17
** Data Collected Represents 2013 Admissions **
•MHP – Mental Health Providers/Professionals
•IECA/EC – Educational Consultants
•Interv - Interventionists
•IP Psych - Inpatient Psychiatric Facilities
[email protected]
www.pasadenavilla.com
Admissions: (877) 845-5235
• Krista Snively – (843) 274-2298
[email protected]
•Tom Maisel – (312) 550-6547
[email protected]
•Carriann Russell – (407) 896-2636
[email protected]
Shannon Harris
Tim O'Donnell
(407) 286-8259
(541) 285-2738
[email protected]
[email protected]
Ed Mehollin
Will Otto
(361) 946-4490
(615) 440-3802
[email protected]
[email protected]
Jenny Stokes – (407) 896-2636
•
[email protected]
Craig Bosse – (407) 375-0781 [email protected]
Beth Kunzman – (877) 845-5235 [email protected]
Jackie Soto –(407) 896-2636 [email protected]
Shasta Corral –(407) 259-0551 [email protected]
Any questions?