LIVE HEALTHY MODULE - GENERIC

Intro and Foundation

INTRO

This is _______ calling on behalf of On Trak, which is a (HP) program.

FOUNDATION

I’m calling to go over a health benefit that (HP) has chosen you to be in. (HP) would like for you to just try it in hopes that it will improve your health a little bit (by offering add'l support)...

We offer different services to assist you in reaching your health goals...

Discovery and Oars

OARS - DISCOVERY STAGE

Can you tell me, what is it that you would like to improve on when it comes to your health? (or quality of life)

Generic Open Ended Questions for "I'm Fine"

How would you describe your sleep?

How do you feel about your current weight?

What types of things do you do daily that contributes to your good health?

When you feel demotivated how do you overcome the feeling?

What types of self care habits or routines do you practice?

How do you distress after a long or a bad day?

How has your health changed in the past 20 years?

The last time you went to the doctor, what did they recommend you work on?

What medication would you like to not have to take anymore?

What types of health issues run in your family?

That sounds like…. (you’ve been through a lot • it took a lot of courage • it helped shape who you are today)

That must have been…(painful • hard work • difficult • satisfying • gratifying • such a proud moment)

The steps you are taking show a great deal of … (strength • resolve • character • patience • dedicatio

It took a lot of strength to… (pull through that the way you did • share that with me • go through that)

It appears that you are going through… (a major change in your life • a difficult time • a lot of upheaval)

It must have taken a lot of work to… (get to where you are today • accomplish that • get through that)

AFFIRMATIONS

So you feel...(“so you feel it’s hopeless”)
It sounds like you...(“it sounds like you feel it’s hopeless”)

You're wondering if...(“you’re wondering if there’s really anything that can help”)

For you it's like…(“for you it’s like this will never change”)

SUMMARY

rEFLECTIVE lISTENING

REFLECTIVE LISTENING

So what we’ve been talking about is…Am I on the right track?

So my understanding of what you’ve been describing is… Is that right?

Here is what I’ve heard…..Did I miss anything?

Let me see if I understand so far…..Is that correct?

SUMMARY

Tailoring

TAILORING THE PROGRAM

As I stated previously...(HP) would like you to try this to help you continue to stay on track with your health. This part of your benefit will leave it wide open for you to work on or improve on any health/Life goal or just continue with preventive health care so you continue feeling your best.

Because you have no major health concerns, Live Healthy is the perfect fit for you. We’re human beings, and we all have something we can improve on with health or life. 😆 I know I could name 10 things that I could do to feel better 😆

Additional dialog to choose from (if needed):

WE HAVE MANY MEMBERS THAT ARE JUST LIKE YOU AND HEALTHY • YOU DON’T HAVE TO BE SICK TO WORK ON YOUR HEALTH • THIS PROGRAM IS DESIGNED TO BE PREVENTIVE FOR YOU • TO HELP YOU GET TO THE NEXT LEVEL WITH YOUR HEALHT AND GOALS • YOU DO NOT NEED TO BE IN A BAD SPOT IN YOUR HEALTH OR LIFE TO USE YOUR BENEFIT;

It all starts with the Care Coach. They help you to find motivation if there’s an area you’d like to improve or change such as better time management, better sleep, or even learning to unplug to help cut down on stress. They provide resources based on YOUR GOALS such as exercises, recipes, healthy snack ideas, etc.

They are also the keyholder to all of the other resources that are covered under your benefit, starting with one of my favorites – the skill building counselor (or therapist) who specializes in:

(choose a couple, don't read them all)

-relationship building and communication skills at home or at work
-maintaining a healthy diet / exercise routine
-identifying limiting beliefs and reinforce positivity and positive self-talk
-help manage any medical conditions
-help us find motivation to lose weight or to quit smoking or practice sober living (if they aren't ready to tackle this head on yet)
-adjust to new live changes (new baby / a move / retirement / empty nester / divorce etc)
-discuss plateaus you may have reached with your health or life circumstances
-find courage to make major life changes
-teach mindfulness practices and meditation

They work hand in hand with other medical professionals to ensure you are receiving the best support possible, one of which is an MD who can prescribe medications for any underlying issue such as stress, depression, anxiety if needed.

They ALSO work with a Nutrition Specialist. They will never try to change anything you’re doing in your diet...

.....but should you ever want to take a deeper dive such as:

-understanding how certain foods affect your moods or sleep
-cleaning your diet up (even further)
-talk through what your personal wellness vision looks like and explore opportunities to reaching it

....then there is a NS on standby for you.......OK?

Text in grey is dialog that can be used if you're having a hard time coming up w/your own based on your specific all. Don't use all of it, chose a couple things that like a good fit for the member you're speaking with

Close VPA

CLOSE - GETTING THE VPA

Because (HP) has referred you to this to support you in your desire to stay healthy, they are covering this 100%, which means you’ll never have to pay a dime out of your own pocket. Not only is it 100% covered by (HP), but it’s also 100% covered by HIPPA which means it’s completely confidential, not even the HP will know what’s being discussed. The CC will reach out every 3-4 weeks to check but you can call/text or email them at any time OK?

You can reach out to them for anything at all such as….additional support when it comes to breaking an especially difficult habit or if you have a question about nutrition or you just want to speak with a counselor or therapist. You can contact the care coach at any time and they will help facilitate anything that you need. As I stated, because this is done at your pace, they only reach out to you every 3-4 weeks unless you request more frequent contact, OK?

Great! So, the only thing I need to do is grab your CC so I can introduce the two of you. Is this the best # for the CC to reach you at each month when they call? And lastly, before I can bring them on the line, I am required to ask “Do you agree to enroll in the OTP at this time?” so we can start providing resources to support you in your health goals? Ok, great. I’ll bring them on the line now.

Transfer

TRANSFER

Introducing the CC; this can make or break whether the mem enrolls....

You’re going to hear a beep on the line, that’s them joining us. I will introduce the two of you, provide them with your ID# and an overview of what we’ve talked about so you’re not starting from scratch - then I’ll get off the line so the two of you can speak freely, OK?

Don’t rush this part. Even if you send notes to the CC, give them a brief overview of what you and the mem have talked about so they get off to a strong start…..

Example for Weight Loss: ”Sue has tried so many things in the past, she has pretty much given up on anything working for her. Her biggest challenge is snacking at night in front of the TV.

I covered the role you and the counselor will play in helping her with this, I want to thank you for taking her under your wing!

Sue, I’m going to leave you in (CC Name) very capable hands, you’re not going to have to do this alone anymore!”

AFFIRMATIONS

That sounds like…. (you’ve been through a lot • it took a lot of courage • it helped shape who you are today)

That must have been…(painful • hard work • difficult • satisfying • gratifying • such a proud moment)

The steps you are taking show a great deal of … (strength • resolve • character • patience • dedicatio

It took a lot of strength to… (pull through that the way you did • share that with me • go through that)

It appears that you are going through… (a major change in your life • a difficult time • a lot of upheaval)

It must have taken a lot of work to… (get to where you are today • accomplish that • get through that)

DO YOU WORK FOR (HP)?

No, we're a program that's covered by the health plan. If you call the number on the back of your card, the customer service reps that help you DO work directly for health plan, but your Dr, Physical Therapist, Dentist, etc..... none of us work directly for (HP).

(HP) has chosen you to be a part of this health and Wellness plan and because they've chosen you for it they're covering it 100%; you don't have to pay a dime out of pocket for this.

ASK AN OPEN ENDED QUESTION TO REGAIN CALL CONTROL

AFFIRMATIONS

That sounds like…. (you’ve been through a lot • it took a lot of courage • it helped shape who you are today)

That must have been…(painful • hard work • difficult • satisfying • gratifying • such a proud moment)

The steps you are taking show a great deal of … (strength • resolve • character • patience • dedicatio

It took a lot of strength to… (pull through that the way you did • share that with me • go through that)

It appears that you are going through… (a major change in your life • a difficult time • a lot of upheaval)

It must have taken a lot of work to… (get to where you are today • accomplish that • get through that)

WHY ARE YOU CALLING ME?

If I'm calling it's normally due to higher claims in the past 12 months or it could be from an ER visit, hospital stay, or outpatient treatment.

ASK AN OPEN ENDED QUESTION TO REGAIN CALL CONTROL

AFFIRMATIONS

That sounds like…. (you’ve been through a lot • it took a lot of courage • it helped shape who you are today)

That must have been…(painful • hard work • difficult • satisfying • gratifying • such a proud moment)

The steps you are taking show a great deal of … (strength • resolve • character • patience • dedicatio

It took a lot of strength to… (pull through that the way you did • share that with me • go through that)

It appears that you are going through… (a major change in your life • a difficult time • a lot of upheaval)

It must have taken a lot of work to… (get to where you are today • accomplish that • get through that)

HOW DID YOU GET MY #

The on track program is a health and Wellness program that your insurance provider has referred you to in the hopes that we can help you to improve your health and quality of life without seeing MORE doctors!

ASK AN OPEN ENDED QUESTION TO REGAIN CALL CONTROL