need to knows: referrals

Getting a Call from a Referral

This would be an incoming call from another therapist, a doctor, a hospital, or an organization. Total Life needs information on this referral and to provide this referral information about us as well.
Our Referral Link
https://totallife.com/referrals/
Provide our fax number
(866) 393 9101
*PLEASE GET THE FAX NUMBER OF THE REFERRAL AS WELL BECAUSE WE WILL NEED THEIR NUMBER TO SEND INFO TO*
the email to provide them for Further questions
Email: support@totallife.com
*Typically everything is faxed but only IF they ask for a mailing address it's: 110 Front Street, Suite 300, Jupiter, FL, 33477-5095

Click below to view a list of organizations, doctor's offices, and doctors we have worked with:

Call Script: for when someone calls in to refer a patient/client:

If the caller says they want to refer a patient (or multiple patients):

Care Coordinator:
"Thank you so much for considering Total Life for your patient’s care. I'm just going to fill out a referral form for this patient/patients."

*If they do not have a specific patient they wanted to refer or would prefer to fax to us, give them more information about Total Life then skip to step 3.

Step 1: Gather Referral Information

(While navigating to the online referral form: https://totallife.com/referrals/)

Pause to fill in the form as the caller provides the details.

Step 2: Confirm Submission

"Thank you for providing those details. I’ve successfully submitted the referral for you through our online portal. Our team will begin reaching out to the patient/patients directly."

Step 3: Offer Follow-Up Materials

"Before we wrap up, I’d love to ensure you have all the information and resources you need from Total Life. Could I get your fax number and email address? I can send over details about:

  • How to refer patients in the future
  • Links to order materials like brochures and posters
  • Additional information about our services for older adults.

Record their fax number and email address in your notes
*Please ask them where they are calling from and the name of the establishment (i.e., doctor's office, hospital, etc.) and NOTE THIS, as you will need to add in Post-Call Action*

Step 4: Reiterate Support

"Thank you! I’ll send that information over to you shortly. If you or your team ever have questions about the referral process, need more resources please don’t hesitate to reach out.

Closing the Call

"Just one more question, have you discussed therapy and Total Life with the patient?"
pause for response
If no: "Please let them know to expect our call."
"Thank you again for trusting Total Life with your patient referrals. We’re committed to supporting you and your patients every step of the way. Have a wonderful day!"

Post-Call Action

  1. Ensure you are in the Contact view. Change the HubSpot profile (# Aircall New Contact) Deal name and Contact name to the office or person that called.
    - Add on the left hand-side the 'Referral Organization' and 'Organization name'.
    - Add their email in this profile as well.
    - Add their fax number in a pinned note AND details on WHY the referral is coming in (who is referring? what kind of office? who is the client/clients? what are they looking for in therapy?)
    - Move their deal to 'Disqualified' -> 'Referral'
  2. Send a follow-up email with the template called: "Referrals" and MAKE SURE to cc partnerships@totallife.com before sending out the email. In this email there will be:
    • Referral instructions
    • Materials order link
    • Contact information for future support.
  3. If they request that information/materials are faxed, send Steven or Julia a message