Legendary Behavioral Health Phone Intake Training

Signature Worldwide
Training overview
Corporate / Group Training
1 day

Start dates
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Legendary Behavioral Health Phone Intake Training

Course description

Legendary Behavioral Health Phone Intake Training

The first step for many of your patients is the phone call. They need help and often that help begins with a phone call to your facility. However, what happens during that phone call? Is your intake team focused on the needs of the caller, asking the right questions and inviting them in for an appointment? Are they empathetic, focused and professional?
Or are they simply answering the callers’ questions and hoping the caller will follow up with an appointment. We find that many intake advisors are focused on the operational component of the interaction rather than the experiential. Your employees must quickly establish a relationship of trust and confidence and bring assurance that your facility is the one that can help them. They must skillfully convert that inquiry to a confirmed appointment. There needs to be compassion and concern so the caller feels comfortable moving forward with the next step.
Legendary Behavioral Health Phone Intake Training is a customized program for the mental health and healthcare industry that teaches the skills required to create that exceptional experience. Signature Worldwide has been helping our clients since 1986 build value and advance relationships through creative and interactive training and reinforcement programs.
 Legendary Behavioral Health Phone Intake Training is a fun, unique and empowering training solution that gives participants the skills, motivation, and support they need to make every customer service encounter a positive one. Through a variety of techniques including breakout sessions and role-plays your team will learn how to:

  • Quickly assess the caller’s needs and provide value once it is determined your organization can help them.
  • Build a trusting relationship through empathy and professionalism.
  • Convert the call into an appointment.


In this program, Signature teaches intake advisors and others a proven process for servicing inquiries, quickly building relationships and securing the appointment. It is designed to develop buy-in to the importance of each employee’s role in creating a positive experience for your customer.
The customized program teaches specific skills that provides you a competitive advantage and helps your employees manage the interaction. Almost 70% of the training is activity based so participant will have plenty of opportunity to practice the skills. The training is available in an onsite and distant learning format.

Learning Objectives

Through a variety of techniques, including role-plays, discussions and
breakouts, employees will learn when, how and why to:

  • Establish rapport with callers
  • Identify prospective customers’ needs
  • Build value in your facility
  • Ask for the appointment
  • Deliver exceptional service with concern, proficiency and

Inquire about on-site or live virtual training for your team!

Want to find out more?

Who should attend?

  • Intake Specialists
  • Assessment Specialists
  • Receptionists
  • Office Managers
  • Anyone who responds to customer inquiries (over the phone, in person, and electronically) and their supervisors/managers.

Training content

Course Agenda


Welcoming activity and an overview of the session

Legendary Service

Characteristics of exceptional service are reviewed and ways to create a legendary impression are discussed

Calling the Competition

Make phone calls to competitors and critique the service and sales skills used

Reality Trip

Listen to recorded phone calls and identify the customer service skills that were effectively used and areas where improvement is needed

Connecting with the Customer

Insuring that the interaction starts in a positive and professional manner; emphasis on empathizing

Discovering and Gathering Information

Tips and process for ensuring understanding of prospective client’s needs, leading the way to gain the caller’s trust and business

Skill Practice

Practical role plays and other activities to apply the skills


Ensuring the caller understands the full range of treatments available to help set you apart from your competitors

Skill Practice

Practical role plays and other activities to apply the skills

Additional Strategies to Close  

Identifying additional opportunities to further educate and help the client. Build techniques for securing the business

Skill Practice 

Practical role plays and other activities to apply the skills

Next Steps 

Discuss the components of Signature’s ongoing reinforcement program

Course delivery details

  •  This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
  • Both training options are delivered by a highly experienced Signature Worldwide trainer. 


Please request more information from Signature Worldwide about dates and pricing.

Why choose Signature Worldwide?

Our 30+ years of experience includes training over 36,000 businesses in 50 countries

98% of our customers would highly recommend Signature Worldwide to others

Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers

About Signature Worldwide

Signature Worldwide

Global Customer Service and Sales Training  You seek customer service and sales training to help your teams effectively cultivate, engage and nurture relationships with customers. But does your training partner have depth of expertise in your industry? Signature Worldwide does....

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Contact info

Signature Worldwide

5555 Parkcenter Circle, Suite 100
43017 Dublin Ohio

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Average rating 5

Based on 17 reviews.

Intake Specialist, Springstone Inc. Inpatient Centers
The tone and vibe of the course was welcoming and interactive.
Intake Specialist, Springstone Inc. Inpatient Centers
The instructor was clear with her goals and made the group interactive and fun.
Intake Specialist, Springstone Inc. Inpatient Centers
The instructor was clear with her goals and made the group interactive and fun.
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