OnTrak Engagement Specialist Guide
Start Here HP Reference About this tool
OARS
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If They Ask
💼
💼 "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.

Then ask an open ended question to regain call control

📞
📞 "Why are you calling me?"

(HP) identified you as someone who could benefit from additional support based on your recent health history.

Then ask an open ended question to regain call control

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🔎 "How did you get my number?"

Your information was provided to us by (HP) as part of this health and wellness program. They've identified you as someone who could benefit from additional support.

Then ask an open ended question to regain call control

For the guided audio tour, open this on a laptop or tablet.
TIP Every call begins with Intro, Foundation, and Discovery. These are guidelines to keep you on track, not a script to read word for word. Your goal is to build rapport. If you hear a dog barking, say "What kind of dog do you have?" If there's a baby crying, say "How old?" Make it a real conversation. The words below are there for the moments when you need them.

Intro

Foundation

Discovery OARS

TIP This is not an inquisition. These are launching-off points to get a conversation started. Pick the one that feels like the most natural fit and let it turn into a real conversation. The goal is to build rapport and gather enough information to tailor the program to their needs. Don't run down the list.

Open Ended Questions

    Tailoring the Program

    Close / Getting the VPA

    OK = gaining their buy-in at each step. They get in the habit of saying yes before the enrollment question.

    Transfer

    TIP This overview also accomplishes something critical: it reassures the Care Coach that the member has already been told about counseling. The biggest complaint from Care Coaches was members dropping the call the moment they heard the word "therapy" or "counseling." When the Care Coach hears you mention the counselor's role in your overview, they know the member is already prepared.