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The Critical Importance of Outsourcing Admission Calls and Chats

Maximize revenue opportunities by outsourcing admission calls and chats to our dedicated 24/7 team, ensuring every inquiry receives immediate attention and preventing missed connections.

Call and Chat Services for Drug Rehab Centers

Why Prosperity's Call and Chat Service Is Essential for Treatment Centers

Outsourcing admission calls and chats isn't just about convenience; it's about maximizing opportunities. We have a dedicated team, available 24/7, ensuring that every incoming call or chat receives immediate attention. When calls or chats go unanswered or hang up prematurely, it’s not just a missed connection; it’s a loss of potential revenue for your facility.

Here's the reality: instant callbacks are critical. When calls or chats rotate among non-specialized staff, missed opportunities are inevitable. This lack of immediate follow-up could mean losing prospects to your competitors.

Chats are diverse; they could last 30 minutes or go nowhere. Without dedicated responders, these chats often end up unanswered, resulting in lost leads. Reconnecting with missed chat prospects becomes challenging without their incoming caller ID, impacting your chance to convert.


Understanding the value of a lead for your drug and alcohol treatment center is pivotal. We define it as CCC: Call, Chat Closer, emphasizing three essential aspects:

  1. Every call or chat interaction involves someone's well-being—a potential life-changing moment.

  2. These interactions are investments costing the company up to $1,000 each.

  3. Successful conversions from these interactions can bring $50,000 to $75,000 in revenue.

This isn't a part-time job—it's a round-the-clock commitment. Prioritizing incoming inquiries, regardless of their form—call, email, form submission, or chat—is essential for drug rehab centers.

In the realm of drug rehab, time is of the essence. Prospective clients seeking help are likely contacting multiple facilities simultaneously. Establishing rapport and offering immediate support from the first contact are pivotal. Assume that your facility is their third attempt, that the competition is actively pursuing them—make every interaction count.

Insurance Verification and Client Engagement Expertise

The ability to conduct online Verification of Benefits (VOB) during the initial call is crucial—about 80% accurate, it provides key insurance details like deductibles, out-of-pocket max, and co-pay percentages, guiding further inquiries effectively.

Comprehensive knowledge of the financial implications is essential for our Client Care Coordinators (CCC).

Handling Clients Without Insurance Details:

When clients don't have their insurance details handy, delicately inquire about their insurer—employer-based, spousal, or parental. This information, coupled with whether it's a PPO or HMO, significantly enhances lead quality.

Establishing Trust in Drug Treatment Center Calls:

Building rapport involves sharing a personal recovery story similar to the caller's situation. Most callers seek reassurance that the treatment process works, especially for loved ones. Crafting a relevant personal story fosters trust and connection.

Persistence in Client Engagement:

Securing a client's treatment admission isn't a one-call task. It takes consistent engagement—10-25 calls and 5-50 texts, especially for out-of-state clients. In a saturated market, maintaining ongoing communication is critical against competition from numerous treatment centers.

Round-the-Clock Availability:

Immediate availability is pivotal; 50% of potential clients may be lost if our CCCs aren't accessible 16 hours a day, seven days a week. Being present for calls and texts round-the-clock is crucial to handle various unforeseen situations effectively.

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Image by Magdiel Lagos

Hours and Dedication:


Inquiries often flow in from Monday to Friday between 9 AM and 5 PM, but the majority of treatment-related questions tend to arise on weekends and weekdays from 5 PM to 11 PM. Availability for calls, texts, and chats is a crucial commitment—being on hand 16 hours a day, seven days a week.


Always Available, Like a Surgeon:


Being a CCC is akin to the commitment of a brain surgeon—it's sometimes a matter of life and death. You might go hours or even days without a call or text, but suddenly, in the midst of family dinners, weekend outings, driving, or leisure activities, a call or text demanding immediate attention may arrive. This occurrence is not rare; it's routine. Similar to a surgeon responding to a hospital emergency, a treatment administrator must be ready to halt everything and answer the call.

As I'm on an airplane en route to a wedding with my family, I've been multitasking using the airline's internet to manage texts and emails. In the past two hours, I've engaged in around 30 texts with two clients and several treatment centers. Both clients were approved for treatment, and their assessment calls were arranged.


Utilizing Your Treatment Center Database:

It's essential to establish a separate phone number and system specifically for the number displayed on the website and all marketing materials.


At times, multiple phones with different area codes might be necessary to connect with those seeking help.

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