LIVE HEALTH - SLEEP

Intro and Foundation

Discovery

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 SLEEP

Do you have a hard time falling asleep, staying asleep or both?

What’s the biggest impact this has on your on a daily basis?

Sleep deprivation can lead to high blood pressure, diabetes, heart disease and stroke. What impact has it had on you in these areas?

Other potential problems include obesity, depression and compromised immune system, what impact does lack of sleep have in any of these areas for you?

I know when I don’t get enough sleep, I get very moody and tend to be more prone to lashing out at people. I’ve heard that from other members as well, what impact does lack of sleep have on your moods?

What impact is this having on your relationships with friends and family?

What support have you rec’d from your Dr?

-What types of treatment have you tried?

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

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...

TAILORING THE PROGRAM

As stated previously, (HP) would like you to try this to see if it helps with your sleep issues. Sleep affects processes that keep your heart and blood vessels healthy, including those that affect your blood sugar, blood pressure, and inflammation levels. It also plays a vital role in your body's ability to heal and repair the blood vessels and heart.

Because lack of sleep can lead to conditions such as high blood pressure, diabetes, heart disease, weight gain and more, it’s critical to get one-on-one support with this rather than follow generic "made for all" suggestions.

It all starts with the Care Coach. Friends and family may not always understand the toll this is taking on you and how badly it’s affecting you inside and out. Your Care Coach will help you to track your sleep cycles and the impact the lack of sleep may be having in your day-to-day life. They can offer support, guidance, and resources to help you with this.

Diet and nutrition can influence the quality of your sleep, and certain foods and drinks can make it easier or harder to get the sleep. And because getting enough sleep is associated with maintaining a healthier body weight and can be beneficial for people who are trying to lose weight, the CC also work with a Nutrition Specialist that is covered under your benefit. And because sleep deprivation leads to increases in negative moods (anger, frustration, irritability, sadness) and decreases in positive moods and is often a symptom of mood disorders, such as depression and anxiety, your CC also has access to a counselor/skill builder to help get at the root cause of your sleep deprivation. They can also put you in contact with an MD or psych if needed for medication management should you find you’re feeling anxious / angry / stressed or depressed and feel meds would be beneficial OK?

Close VPA

CLOSE - GETTING THE VPA

Because (HP) has referred you to this to help give you individualized support for your sleep issues , 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 (HP) will know what’s being discussed. The CC will reach out every 3-4 weeks to check in 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 if you're having a particularly difficult day, or if you have a question about nutrition, or you just want to speak with a counselor or therapist. You can contact the CC 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 and support to help you with your sleep? 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