Choose your workspace and enter the access code.
Referral • Intake • Follow-Up • Scheduling • Coordination
Work these queues in order. You do not need to decide where to look next.
Initial Outreach
Follow-Up Calls
Ready to Schedule
Overdue
Create a brand-new Behavioral Health or Medical intake.
Use for inbound calls, callbacks, questions, or status checks.
Return to clients already claimed by your Agent ID.
See internal handoffs and whether TSG has responded.
Use for regular administrative calls, professional/vendor calls, general questions, or when you are unsure whether to log the call or create a TSG follow-up ticket.
OPEN CALL HANDLING GUIDE
Keep this section open during calls. These are the core details an Intake Agent should be able to answer without searching elsewhere.
Opening: “Thank you for calling TSG Behavioral Health & Community Services. My name is [Agent Name]. How may I help you today?”
Do not guess. Do not promise insurance approval, clinical acceptance, prescriptions, or appointment approval.
The intake form is the agent’s approved script and data-collection tool. Complete it from top to bottom while speaking with the caller.
After submitting the intake, return here. The intake record continues through TSG Review, Follow-Up, and Ready to Schedule. Do not create a second intake for the same person.
Search before guessing. Try: Medicaid, refill, records, appointment, billing, complaint, portal, provider, Friday, emergency, transfer.
Behavioral-health request = Behavioral Health Intake. Primary-care or medical request = Medical Intake. The form contains the approved script. If the caller needs both, complete the primary reason for the call and document the other need for TSG follow-up.
Collect the payer/MCO and member ID when available. Tell the caller TSG will verify insurance/payment information. Do not state that coverage is approved or guaranteed.
Do not give clinical advice and do not promise a prescription. For a new medical caller, capture the request in the Medical Intake form. For an existing patient, open the client record and use Internal Handoff for the appropriate TSG/clinical follow-up.
Use the secure TSGBH records-request process. Do not send records, releases, or protected health information through routine email or the general contact form.
What the agent should do: Confirm that the caller is requesting records or documentation, then direct them to the secure Request for Records & Documentation form. Identity and authorization review are completed through that process.
OPEN SECURE RECORDS REQUEST FORM
If the requester cannot use the form, has already submitted it and needs a status update, is an attorney/provider/court, or has an unusual records issue, open the existing client record when available and send an Internal Handoff to TSG under Records Request. Do not promise a release date or disclose records over the phone.
Psychiatric medication management follows the Behavioral Health intake pathway. General medical medication review and appropriate refill requests follow the Medical intake pathway. Do not promise that any medication or refill will be prescribed; prescribing depends on clinical judgment, law, and payer requirements.
For partnerships, employment, training, general business questions, or another non-clinical administrative matter, use the TSGBH Contact pathway. Do not place detailed health information, diagnoses, Social Security numbers, insurance IDs, or other sensitive information into the general contact form.
Use the Behavioral Health intake pathway. Tell the caller that intake may request court/citation paperwork or an official driving record, breath or blood-test information, photo identification, payment, and records from prior DWI education or treatment when applicable. Do not promise a particular recommendation, completion outcome, or license restoration.
No. A referral or completed intake starts the review process. TSG may still need to review coverage, service area, clinical need, authorization requirements, documents, and current program capacity. The agent should not promise acceptance, eligibility, authorization, or an appointment until the system shows the appropriate clearance.
Do not guess about balances, refunds, copays, coverage, or payer decisions. Open the existing client record and use Internal Handoff to TSG when the approved information does not answer the question.
Confirm the caller’s contact information. Use the approved resend process when available. If it cannot be resolved, create an Internal Handoff from the client record.
Use the Company Directory below to identify the correct approved transfer route. If the person is unavailable, document the request and send the appropriate Internal Handoff rather than guessing.
Remain professional, document the concern without arguing, and route it to TSG as a Complaint / Concern handoff. Use an approved warm transfer when one is available.
TSG office hours are Monday–Thursday, 10:30 AM–5:00 PM ET. The office is closed Friday. Complete the appropriate intake or client workflow and explain that TSG staff will complete administrative follow-up during business operations.
Behavioral Health services include outpatient therapy, CST, Peer Support, IIH, SAIOP/SACOT, DWI services, 1915(i), Life Coaching, and Supported Living. TSG Health & Wellness provides virtual primary-care services.
Do not treat an emergency as a routine handoff. For immediate danger or a serious medical emergency, direct the caller to 911. For behavioral-health crisis support, 988 is available. Follow any additional emergency instructions contained in the intake form.
Only when TSG has marked the client Ready to Schedule. Intake completion alone does not equal clearance. Submit the requested appointment through the approved scheduling process and do not promise final appointment approval.
Use this live directory to identify the correct TSG staff member, extension, transfer route, or callback destination.
Use this when the caller is not completing a new intake and you need to decide whether to resolve the call, log it, transfer it, or create follow-up work.
Scheduling questions, reschedules, cancellations, provider messages, paperwork questions, billing issues, and other client-specific calls belong on the existing client record.
Do not create a separate general ticket when you can attach the work to the client record.
Use when the call was handled and no one at TSG needs to take another action, but you need a record that the call occurred.
Log = history only. No callback or unresolved task should remain after submission.
Use when TSG must return a call, answer a question, review an issue, contact a professional, handle a complaint, or complete another administrative action.
Ticket = something is still open. Enter exactly what TSG needs to do and the best callback information.
Client-specific call → client record. Resolved non-client call → log. Unresolved non-client call → ticket. New service request → intake form.
Use this only if the person does not already exist in the intake system.
Create a new behavioral-health referral or intake.
START BEHAVIORAL HEALTH INTAKE
When all required intake questions are complete, submit the intake. The client enters TSG Review and is not eligible for scheduling until TSG clears the record.
Create a new medical / virtual primary-care intake.
After the new intake is submitted, all future calls, follow-up, TSG handoffs, and scheduling work happen inside the client workspace.
Search by client name, phone number, Intake ID, or TSG ID.
These stay attached to the client record. No separate ticket needs to be chased.
Start at the top. Claim the client, make the call, record the result, then open the next client.
Only clients TSG has cleared appear here.
These are the first records leadership should worry about. They stay visible until completed or reassigned.
The platform will show the correct intake form based on this client’s type.
Stay on this client. The intake form opens in a new tab. Complete it while speaking with the caller, submit the form, then return to this client screen to record the call disposition, note, follow-up, or TSG handoff.
Production behavior: the platform updates the existing Monday client record and automatically places the client in the correct next queue. No call-update form is created.
Confirm missing insurance card. Do not schedule yet.
No answer. Follow-up due today.
Insurance information incomplete.
New behavioral-health intake created.
The scheduling control stays locked until TSG clears the client.
Current clearance: NOT READY TO SCHEDULE
Your job is to resolve intake-agent handoffs, complete clearance work, and return a clear next action. Intake agents should never have to guess whether TSG saw their request.
Needs TSG Review
Clearance Needed
Ready to Return
Overdue TSG Action
9:11 AM
9:18 AM
Pending
Production behavior: when TSG resolves the item, the same client timeline updates and ownership moves automatically.
