Handling Client Requests for a Specific Therapist

Step 1: Prioritize the Appointment

• Move the appointment to Pending Prioritized (even if it has already been blasted to the network).

Step 2: Add a Sticky Note

• Indicate the therapist the client is requesting.

• If the client is only requesting prioritized therapists, add a note stating: "Only wants prioritized therapists."

Step 3: Contact the Requested Therapist

• Send the following message to the requested therapist:

  "Hello [Therapist's Name], the client [Client Initials] on Dogwood St in Los Angeles is requesting you specifically. Can you reply in the app if available or offer alternate dates/times in the app?"

Step 4: Follow Up If No Response

• If the requested provider does not respond for several hours and there are bids on the request:

  • If a prioritized therapist has bid:

    "Hello [Client's Name], we haven’t heard back from [Requested Therapist], but another of your prioritized therapists, [Bidding Therapist], is available at [Time]. Would you like us to confirm [him/her] for you?"

  • If non-prioritized therapists have bid:

    "Hello [Client's Name], we haven’t heard back from [Requested Therapist], but another highly rated [female/male] therapist is available at [Time]. Would you like us to confirm [him/her] for you?"

  • If the system hasn’t blasted to other providers yet:

    "Hello [Client's Name], we haven’t heard back from [Requested Therapist]. Would you like us to reach out to our broader network of providers for you?"