WEIGHT MANAGEMENT

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

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 WEIGHT MANAGEMENT

How much weight do you want to lose?

How long have you been thinking of this?

What have you tried in the past?

When was the last time you’ve attempted to lose weight?

What’s worked well and what didn’t work as well?

HOW LONG WERE YOU ABLE TO KEEP THE WEIGHT OFF?

When was the last time you remember being comfortable with your weight?

What affect is carrying this extra weight having on you emotional/mentally/physically?

What’s the biggest reason you want to lose this weight?

Imagine you’ve lost this weight, what would the positive outcomes be?

Why are those outcomes important to you?

What’s the biggest barrier to getting started (if they haven’t already)

What do your thoughts about weight and how may affect your health if you don’t make a change?

Tell me about your eating habits (do they skip breakfast? do they tend to snack a lot in front of the tv? etc)

What’s ONE CHANGE you could make that could have the greatest impact on your weight?

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 for you to try this to see if it can help because carrying extra weight is the leading cause of all of the major diseases such as diabetes, heart disease, stroke, anxiety/depression and overall low quality of life.

IT'S CRITICAL TO GET AS MUCH SUPPORT AS POSSIBLE WHEN TRYING TO LOSE WEIGHT.

It all starts with the Care Coach. Your CC will be there to help support you every step of the way. They help access and support your weight loss goals to be sure they are realistic and you’re not setting yourself up for failure before you even start.

They provide resources based on YOUR GOALS such as exercises, recipes, healthy snack ideas etc. And they help you find the balance needed when trying to make a change like this.

They are also the keyholder to all of the other resources that are covered under your benefit, starting with one of my favorite – the Nutrition Specialist; who’s job it is to dig through the mounds of nutritional information and research FOR you to help determine what’s right for YOU.

If you have a favorite diet, they will not try to change what it, they will support it to help ensure your success. They help you to understand eating practices and behaviors. 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 and discuss how certain meds may be affecting weight goals.

They ALSO work with a skill building counselor (or therapist) who specializes in helping identify the food triggers that cause us to self-sabotage. They help bring awareness to negative thought patterns and how they control our decisions and cause us to fail. They teach us how to reprogram our thinking so we can not only lose the weight, but keep it off permanently this time OK?

Rebuttal for “I do WW” (or any other diet they mention)

Reflective Listening: It sounds like you’ve found a diet that feels right for you at this time, is that correct?

That’s great, with so many diet choices, deciding which one to follow can be the hardest step. Many of our members do (diet). Your Care Coach and the NS will support any diet you chose to.

Go immediately into a ? to regain control of the call. “I’ve heard a lot of good things about (diet), how long have you been doing it?”

GO BACK TO OPEN ENDED QUESTIONS TO REGAIN CONTROL OF THE CALL

I'M DOING WW (OR KETO ETC)

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

Reflective Listening: You feel you don’t need any additional support because you’ve already been able to lose (40#’s) on your own, is that correct?

You must feel so excited, that's not easy to do!
How did you do this?
Is your motivation as strong today as it was when you were (40 #’s) heavier?
Do you feel your approaching the “honeymoon stage”? (this happens all the time with weight loss. They lose weight, feel better than they’ve felt in years sometimes, wearing nicer clothes, feeling pretty sexy and the tension between where they are and where they want to be lessons, they start having more and more splurges and are less motivated to continue following their plan)

Maintaining the weight loss:

Have you successfully lost weight in the past?
How long did you keep it off?
What do you think contributed to you gaining the weight back?

TALK ABOUT MAINTENANCE, IT’S THE HARDEST PART OF WEIGHT LOSS – 99% OF THE POPULATION GAINS BACK ALL THE WEIGHT THEY LOST PLUS MORE

I'M DOING WW (OR KETO ETC)

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

Reflective Listening: It sounds like you might be feeling a lack of motivation to get started or is it a feeling of overwhel at the thought of it?

Depending on how they answer:

Most of us know what we need to do to make any kind of change in our life, it’s finding the focus and or motivation to do it that’s the challenge and we can definitely help with that.

Get back to asking open ended ?’s to regain control of the call

When was the last time you were able to lose weight on your own?
What was your motivation to do it then?
How did you do it?
How long were you able to keep the weight off?

Go to LIVE HEALTHY vs WEIGHT MGMT if you can't get them committed to focusin on weight loss

I KNOW WHAT I NEED TO DO...

I'M JUST NOT DOING IT

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

Close VPA

CLOSE - GETTING THE VPA

Because (HP) has referred you to this to support you with your weight loss, 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 contact them at any time OK?

You can reach out to them for anything at all such as….additional support if you're having a hard time breaking a challenging habit, 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 weight loss? 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