Patient Portal Script

1. Search the client name under “Patients” tab of Sensible Care 2.0 to ensure the portal has not be created

   1. If you find the client name make sure the DOB matches in Lucet.

   2. If yes, you can add the client to your cases under Cases, select yourself as provider, select “Add Case” and search for the patient.

   3. You can then add to your calendar.

2. Select “Invites” tab in Sensible Care 2.0 and search by patient name

3. Ensure expiration date has not passed, if it has select date change to day after appointment and “Save Invite” close invite, reopen and “Resend Invite”

4. Call the client at the time of appointment if the appointment has not been converted to pink (zoom) session.

5. Script: “Hello is this (client name)?. Hi (client name) this is (Your Name) from Sensible Care. I am calling regarding your intake appointment scheduled for (Time of appointment). How are you? (insert own response) Before we get into your intake you should have received either a text message or an email from Sensible Care regarding setting up your patient portal, did you receive that? 

6. If yes, “Great! You will have to complete the patient portal for us to continue with the intake. It should take about 5 minutes and I can stay on the line with you if you have any questions. There are three steps, first you will input your information, second you add insurance which will auto populate after selecting “Check Benefits” and payment type, and third you will confirm your appointment.” 

7. If no, “I am going to confirm your contact information with you to make sure it is going to the right place, would you be able to give me your email address?”

   1. Go back into “Invites” search patient name, open invite and confirm email or add to invite, select “Save Invite” close invite, reopen and “Resend”

   2. Ask client to check email spam folder and search Sensible Care

   3. Refer to Step 6.

8. Wait for the client to complete the portal. When the client gets to “Confirm Appointment” you will refresh your calendar and the appointment will turn pink. At this time you can ask if the client would prefer to stay on the phone or move to a zoom session.

SC 2.0 Portal Invite Videos