Procedure / Policy Overview

Where to accurately take notes and how to conduct a Troubleshooting call whether it is for an in-program client who is not clearing properly or for a maintenance client who is breaking out again. Troubleshooting will be necessary for anyone who is not clearing properly or for maintenance clients who start breaking out again and how to determine next steps for the client. 

When doing a troubleshooting call for a client who is currently in the program.  The $45 fee is waived for this half-hour troubleshooting call. (Refer to SOP-V-2060)

This is a $45, half hour, troubleshooting Zoom call for a maintenance client who has graduated from the program already.   See SOP - Scheduling Appointments on how to schedule.

Check the client's product and purchase history.  A client who has the Clear for a Year Plan or Clear for Life Plan get one free troubleshooting call per year, as a benefit of the membership.

All notes are taken in Clear Connection 

1. Navigate to Clear Connection and search the client name

2. Once you are on the client's page, navigate to "Notes" tab

3. Click "Add Note"
4. Label the Title TS CALL with the appropriate date

5. Take detailed notes when conducting the call

6. Click the blue "Add Note" button at the bottom of the text box to save note

1. For clients currently in the program, not clearing: 

   • Always pull up Health Questionnaire to review

   • Utilize ‘Reasons While Not Clearing’ document

   • Use the Troubleshooting Call Script

     • Found in Google Drive > Shared Virtual Shared Folder > Scripts

2. For maintenance clients breaking out again: 

   • Use the Troubleshooting Call Script

     • Found in Google Drive > Shared Virtual Shared Folder > Scripts

   • Determine next steps for client and questions to consider:

     • Does client need to fill out a new HQ

     • Does the client need to start over or re-join the program  

       • What weeks would the client need to start at

• Accurately take notes for troubleshooting call