Bri Roberts
Clinical Operations Manager
Illinois State University
Bachelor of Arts in Sociology | Minor in Psychology (2018)
What do you do at our organization?
The main part of my role for YFC is handling new client inquiries. I reach back out to people who call to request our services so that I can determine if they will be a good fit with a therapist at our agency. All of this occurs in what is called an intake call. During the intake call, I ask about what they're looking for and what type of counseling they want (individual, couple, or family therapy). I take time to listen to their concerns and their reasons for seeking therapy. Then, based on that information, I narrow down a set of options and make a recommendation to them.
We also look at their insurance or payment options to help in matching them with a therapist. Depending on the therapist's licensure and their years in practice, the insurance plans that they are in-network with might differ slightly across the organization. Getting credentialed with different insurance providers can take a long time, so typically our more seasoned therapists will be in-network with most (or almost all) plans. Meanwhile, some of our younger therapists are in-network with mainly the larger providers.
If a new client has a very high deductible plan or chooses not to use their insurance for any reason, we then look at out-of-pocket payment options, which usually are in conjunction with our sliding fee scale (the scale supports affordable options for those not using insurance). A key factor in a successful counseling experience is whether the client can attend sessions on a consistent basis. So if someone cannot afford to go consistently, then I haven't done my job to ensure that everything works for them.
Another key aspect of my role is scheduling. Listen to the quick snippet on the left side of this page to hear Bri discuss scheduling, which is one of the most important parts of the client experience and of her job!
I also manage some longer term projects. I regularly collect data on several aspects of our clinical operations. Since YFC does not receive state or federal funding, that data ultimately gets used in grant applications and other situations to help fund our ability to offer the sliding fee scale and our work in general. For example, a key data point that we track is whether clients improve in our care. During each client's first session at YFC, the therapist conducts an evaluation to determine the client's baseline starting point with where they're at in terms of their mental health.
Then, as the client progresses, the therapist will continue to monitor the client's status as well as their effectiveness as a therapist with regular check-ins. Upon termination of treatment, the therapist will conduct a case-closing summary to show where the client ended therapy and whether they improved, did not improve, or maintained. We do all of this not only to determine how we are doing clinically but also to communicate to grantors how YFC is a phenomenal place that delivers excellent care to ideally encourage gifts. The clinicians do such an amazing job and I would not be here without them. So it's important that others in the community as well as grantors know how great they are!
Another portion of my job is networking. Before coronavirus, I would attend fairs and other networking group events quite often. Now, things have been all virtual. But one example of is that I'm the Treasurer of the Lake County Behavioral Health Alliance, which is a group of mental health and behavioral counselors in the county that meets once a month to learn, address issues in the community, and act as a source of referrals. So if an agency cannot take on a client for a particular reason, we go to the group and ask if there is another agency that has an opening that suits the client's needs so they can get the care they need.
What has been your favorite project or event so far?
My favorite project is putting together our surveys! We try to run surveys once or twice a year to track how we are doing as well as our client's satisfaction and progress levels. I collect the anonymous data and results, including any comments that respondents make on the form. Comments are anonymous, addressed to a client's therapist, and then given to the corresponding therapist so they can see how clients feel without seeing names or identifiers.
I've seen so many positive and uplifting comments and reading these solidifies the fact that YFC's therapists are excelling in delivering professional, positive, and compassionate counseling services that directly change people's lives for the better. These comments are also important because they can offer constructive feedback, which helps our clinical team determine how to enhance our services to meet each client's needs. We appreciate all clients who complete these surveys since our job is dependent on the people we serve and we always want to hear from them.
What motivates you to continue each day?
Knowing that YFC's therapists provide such a positive, life-changing impact on clients gets me out of bed in the morning and reminds me that my role in scheduling new clients is the beginning of someone's journey on a path to a better life. It's so fulfilling and motivating that each person that I set up with a YFC therapist is going to get a chance to improve themselves.
What do you love about being a part of the YFC team? How would you describe YFC in a few words?
I love the caring, educational, and supportive nature that YFC's staff embodies. All of YFC's staff create an environment that's open, welcoming, and safe, not only to someone that's receiving therapy, but also to each member of the YFC community. It's such an understanding atmosphere to work in.
Where is your happy place?
Anything calming or laidback. For example, going to the dog park with my dog Thor, my fiancé, and a cup of coffee. This usually happens on a Saturday morning when people aren't awake yet. Another example would be walking on the beach with the sand between your toes and the sound of the waves. Anything calm. That's where my happy place is.
What’s something most people don’t know about you?
My fiancé and I are going to get married in Florida in 2022!
What’s the last song you listened to?
"Glad You Exist" by Dan + Shay. I highly recommend not only this song, but also the band in general. They have such a wide vocal range and are phenomenal in concert!
What’s your favorite must-see movie?
It's a cult classic: The Princess Bride!