Call center workers

Let’s face it when you call a company and you get their call center, it’s easy to feel frustrated. Many call centers are third parties hired by companies to handle customer service issues. While this works fine for some organizations, when it comes to getting answers about your health, it’s important to know you’re actually getting answers from the people you’re trying to reach. That’s why at CleanSlate, our calls and chats are answered by our in-house patient support agents who work extended hours to ensure current and potential patients have access to the help they need when they need it.

One of CleanSlate’s core values is putting patients first. When a new patient calls the call center, they’re often in a difficult place. It could be the first time they’ve pursued treatment or they could be seeking help again after attempting recovery previously. Each caller’s situation is unique, just as every patient’s recovery is unique. Our support agents are trained to help patients no matter what barriers stand in their way. It’s a job we take very seriously because we know how important it is for a patient’s first experience with us to be a positive one.

Recently our call center agents assisted with two impactful calls that serve as good examples of the lengths we go to help patients in need:

  • Call 1: The caller was interested in enrolling in treatment but had the additional challenge of caring for elderly parents with dementia. He appreciated that the support agent was understanding when he had to step away to assist his parents while they talked through details of the sign-up process. At the conclusion of the call, the new patient asked for the agent’s name and expressed his sincere gratitude for the help. He said he would gladly complete an after-call survey because he wanted the agent to get recognition and feel the appreciation he had felt during the enrollment process.
  • Call 2: An agent answered a call from a patient who had experienced domestic abuse and was trying to overcome alcohol addiction to regain custody of her children. The conversation was very emotional. Despite the patient expressing hesitation and uncertainty about the severity of her addiction, the agent helped her understand that by setting up an introductory appointment and meeting with a provider, they could help her set up a treatment plan that would work for her.

These examples showcase the extent to which our support agents go to make every caller feel safe and comfortable. Support agents go through extensive training including situational roleplaying, organizational and protocol trainings, and mock calls to prepare them to best serve our patients. At the conclusion of their training, agents are enrolled in a quality assurance program that evaluates their performance and provides them with ongoing feedback to maintain the highest level of support possible.

We’re proud of our patient support team for their dedication to serving patients and upholding CleanSlate’s core values. Support agents are an extension of our center teams and can assist patients in scheduling or rescheduling appointments, checking on prescriptions, and answering general treatment questions. If you have a question or need help setting up an appointment, call 833-505-HOPE or chat with us on our website.

Stephanie Steiner

Stephanie Steiner is the Director of Customer Service for CleanSlate, a leading national medical group that provides office-based outpatient medication treatment for the chronic disease of addiction, primarily alcohol and opioid use disorders.