FEI Behavioral Health Referral Process

FEI leads the way in developing a unique system of EAP provider organizations that offer a wide range of assessment options and convenient treatment locations. Please click here to view a flow chart of our referral process.

Knowledge of FEI and Our Contracts

In order to provide a seamless EAP experience for our clients, we require that all Affiliate staff (including receptionists, counselors, EAP coordinator, and billing staff) must be knowledgeable about FEI and the EAP contracts we hold. If the Affiliate has questions about our contracts, they should call us prior to the client's first appointment.

Scheduling Appointments

It is our policy that our clients be offered an appointment within two working days. We believe this is an essential element of an effective EAP program.

Urgent Appointments

At times, our clients have an urgent need to be seen by a counselor. We require that these clients be seen within 24 hours.

Access to Service

FEI excels in first-rate customer service. We firmly believe that a good “first impression” is the basis of excellent customer service. We choose Affiliates who uphold our standard. Please review the following points of service that we feel are critical to good first impressions.

User Friendly Phone System

If your agency utilizes automated phone answering, instructions must be clear and simple. Please provide an option that allows the customer to access a receptionist.

Evening and Weekend Hours

We choose Affiliates who provide evening and weekend sessions for clients. Because many employees don’t want to interrupt their work routines to use the EAP, scheduling options are crucial to good customer service.

Receptionist

If your organization uses a receptionist, we trust that person will be a courteous and sensitive communicator. Our customers need to be reassured that they have connected with an organization that understands and cares about their needs.

Answer Calls Promptly

FEI requires that all of our incoming calls be answered by the third ring. For the safety and security of our clients, we ask that our Affiliates hold to the same policy.

Return Calls

Our customers are often anxious to schedule their counseling appointments. Because of this understandable urgency, please return our clients’ phone calls within a one-hour time period.

Telephone Coverage

We require phone coverage for our Affiliates to be 24 hours a day, 7 days a week, 365 days per year.

Hearing Impaired Clients

Provisions for hearing impaired customers are becoming more common. We encourage our Affiliates to consider options for hearing impaired clients.

Language Needs

Many of our Affiliates provide recorded messages and counseling services in Spanish and English. Again, we encourage our Affiliates to be sensitive to the language needs of our clients in their communities.

Emergency Number or Pager

There are instances when FEI staff must connect with Affiliates after regular hours. We require an emergency number or a pager number that will allow us to make that connection.

Formal and Mandatory Referrals and Affiliate Guidelines

When an employee has been formally referred by his/her employer to seek counseling, we call this a job performance referral. This process requires special handling by our Affiliate. The Affiliate will be notified by FEI of any referral. We will fax a release form to the Affiliate and the Affiliate will request that the employee sign the release form. After the initial assessment session, the counselor must call FEI within 24 hours to review pertinent information. In order for a job performance referral to run smoothly, the Affiliate’s receptionists, EAP coordinator, and counselors must understand the process.

Facility and Surrounding Area

The first impression that the client receives of your agency will be the personal greeting and information provided by the intake person. It would be helpful for the intake person to have directions to your facility available from main travel routes and via public transportation. A convenient location and a friendly neighborhood are important assets for establishing a client’s experience of the facility. Upon arrival, a welcoming and protective atmosphere should be created with the use of directional signage and site landscaping. The safety of your clients shall be aided by regular maintenance of your property. This includes but is not limited to maintaining a well-lit parking area and entrance path, and controlling snow removal if applicable. As assistance to all of your clients, the facility must be fully accessible.

Lobby

Reinforce your client’s impression of your agency with a welcoming lobby. Most importantly, ensure that your staff is positioned to greet the client directly upon their arrival. Your staff is your greatest asset; their attitude and manner represent your agency. Your client may spend some time in your lobby. As well as providing current magazines, you may also wish to display other educational materials. However, be sure that the materials you present are appropriate for your audience. Your client may not arrive alone, so provide some children’s books also. An organized and pleasant environment will establish an important initial impression for the services you provide.

Confidentiality

Confidentiality is a key element to the success of any EAP program. Our clients need to feel safe in the fact that no information will be disclosed to their business, health insurance company, or other parties without their written consent. Your staff should conduct business in the reception area in such a way that the client’s confidentiality is protected.

Care should be taken not to schedule consecutive appointments for employees of the same company.
Receptionists/Counselors should be careful when mentioning client’s names within hearing range of those in the waiting room.
Files and paperwork handled by the Intake Staff and Receptionist must be protected for confidentiality.

Please note that you should NEVER call the client’s company about their employee. ALWAYS call FEI with any questions or concerns relating to a client! Violating this rule can result in contract termination.

Thank you for your cooperation!

FEI Behavioral Health Network Operations