Alis Family Psych
HVA Execution Manual
Offshore OpsRevenue Capture
Goal: Secure Payment & Sterilize Liability
The revenue pipeline is strictly time-based. Click the node that matches your current operational timeframe to view active protocols.
New Patient Alerts
Check New Patients
Step 1: Check Tebra For Saved Card
How to verify if the patient's payment method is attached.
- 1. SEARCH Global Search the patient's Facesheet.
- 2. LEDGER Click the Collect Payment button.
- 3. VERIFY Look for a masked card (e.g., **** 1234) under Saved Methods.
Step 2: Execute Based On Findings
IF No Card Saved
ACTION: Hard Stop. Call.
Call Script
"This is [Practitioner's Name]'s office calling. I'm calling to quickly wrap up your new patient file. I see you just submitted your intake paperwork, but I still need to save your card on file so we can officially lock in your appointment time. Are you using a Visa or Mastercard today?"
IF Card is Saved
ACTION: Lock appointment.
[ DIRECT ACTION ROUTE ]
No script required. Proceed to lock the appointment slot in Tebra.
Daily Pre-Flight
Process Tomorrow's Copays
The Shift-Split Assignment
To prevent Double-Charging Patients due to overlapping shift coverage, we mandate a strict division of labor for daily copays:
- AM Shift: The designated AM HVA clears tomorrow's AM schedule.
- PM Shift: The designated PM HVA clears tomorrow's PM schedule.
- Rule of One: Only ONE person per shift may execute charges. If 2 or more HVAs work the exact same shift, you must rotate this duty every week (HVA 1 does it this week, HVA 2 does it next week).
* Note: The CSR is exempt and handles live escalations.
The Upfront Deposit Matrix
Flat Copay
Check active policy in Tebra.
Charge exact amount.
Co Insurance
Calculate % of a $200 baseline estimate.
IGNORE Tebra Total Charges (e.g. $490)
Ex: 20% = Charge $40
Unmet Deductible
IF Copay Clears
ACTION: Unlock Link.
[ DIRECT ACTION ROUTE ]
No script required. Proceed to unlock the Telehealth link.
IF Copay Declines
ACTION: Keep Locked. Call.
Call Script
"This is [HVA Name] from Alis Family Psych. I'm calling because your bank just declined the standard hold for tomorrow's session. To make sure the system doesn't cancel your appointment and give your slot to the waitlist, I need to quickly update your card on file. Do you have a different card handy?"
Live Intercept
Waiting Room Catch
IF Patient Answers
ACTION: Type Live.
Call Script
"This is [HVA Name] from Alis Family Psych. I see you're in the virtual waiting room right now! Before I can click admit and route you to [Practitioner's Name], the system requires me to secure your card on file. What's the card number you'd like to use?"
IF Sent to Voicemail
ACTION: Double Tap Protocol.
"Hi [Patient's Name], this is [HVA Name] calling from Alis Family Psych! I see you're in the virtual waiting room, but my system won't let me admit you until we update your card on file. Give me a quick call back at this number so I can get you right in to see [Practitioner's Name]!"
"Hi [Patient's Name], this is [HVA Name] from Alis Family Psych. I see you in the waiting room, but the system is blocking your access until we update your card on file. Please give me a quick call at [Clinic Number] so I can unlock your room! 🏥"
Weekly Sweep
Future Schedule Audit
The Duplicate Texting Rule
Only 1 HVA should be assigned to execute this sweep each Thursday. To share the workload while maintaining accountability, HVAs must operate on a Weekly Rotation (e.g., HVA 1 executes this week, HVA 2 executes next week). If multiple people audit the schedule simultaneously, patients will receive duplicate text messages, which looks highly unprofessional.
Execute 2 Part Action
Action 1: Dispatch Form
Use Tebra to send the CCOF Form. Check BOTH Email and SMS boxes.
Action 2: Send Manual SMS
"Alis Family Psych: We are finalizing the schedule for next week. Please complete the secure Credit Card form via Tebra by 8:00 PM tomorrow so we can officially lock in your slot."
The "No Cancellation" Policy
If the patient ignores this text and misses the 8:00 PM deadline, do NOT cancel their appointment. Leave them on the schedule to hit the "Virtual Bouncer" (Live Intercept) on the day of their session.
System Exceptions
Execute these protocols if the system fails during an active transaction.
Tebra Gateway Errors
Resolve Payment Block
IF Patient Answers
ACTION: Rekey Live.
Call Script
"This is [HVA Name] from Alis Family Psych. I was just processing your standard copay for tomorrow's session, and the system gateway timed out. Just to make sure you don't get an annoying past due bill next week, can you verify the first 4 digits of that card really quick?"
IF Sent to Voicemail
ACTION: Double Tap Protocol.
"Hi [Patient's Name], this is [HVA Name] calling from Alis Family Psych! I was just processing your standard copay for tomorrow's session, and the system gateway threw a connection error. Give me a quick call back at this number so we can refresh the card on file and make sure you are totally cleared for tomorrow!"
"Hi [Patient's Name], this is [HVA Name] from Alis Family Psych. The billing system just threw a connection error on our end while preparing your file for tomorrow. Please give me a quick call at [Clinic Number] so we can refresh your card on file!"
Example: Tebra Staff Message
