A quiet consultation room with two armchairs, a side table, and natural light.

Give the admissions director the calls behind every missed assessment.

A parent, spouse, or prospective patient may have spent days working up the nerve to call. CallSniper reviews the recordings your program provides against its approved screening and next step criteria, giving the admissions director specific calls to use in shift coaching.

“You did the right thing calling.
Are you calling for yourself,
or for someone you love?”

The caller’s relationship identified before screening, checked across submitted admissions calls.

Recorded admissions calls,
organized for review.

An admissions director cannot manually sample enough calls across three shifts and an overnight vendor. CallSniper scores the recordings provided for review and places each finding beside its transcript, so the director can choose the calls that need clinical or admissions follow up.

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Follow an admissions call from the greeting to the next step.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Greeting

Was the call answered promptly, and did the counselor set a calm tone before asking anything?

Compare the opening against the language your crisis training uses.

Relationship

Did the counselor establish who is calling and who needs care?

Use the transcript to check that the caller’s relationship shaped the rest of the conversation.

Screening

Were the substance, the pattern of use, and the severity screened with the questions your clinical team approved?

Pull every call where a screening question was skipped and review it with the admissions lead.

Next step

Was the verification of benefits started, and was an assessment scheduled or a warm transfer completed?

Track how often a call ends with a scheduled assessment, by counselor and by shift.

An admissions call scorecard, 100 points.

Points are illustrative, so fit them to your levels of care and the clinical guidance your admissions team follows.

Criterion	Observable behavior	Points
Prompt answer	Answers within the program’s target and opens with a calm greeting	10
Tone	Listens before questioning and matches the caller’s state	15
Relationship identified	Establishes who is calling and who needs care	10
Screening completed	Asks the approved questions on substance, pattern, and severity	20
Level of care discussed	Describes the levels of care the program offers in plain terms	10
VOB initiated	Collects the insurance details and starts the verification of benefits	15
Next step secured	Schedules an assessment or completes a warm transfer	15
Follow up logged	States the callback time and records it	5
Total		100

Illustrative review flags

A person’s treatment or presence in the program confirmed to a caller without an authorization on file
A recovery outcome or an admission guaranteed before the clinical team has assessed the person
A payment, gift, or travel incentive offered in exchange for admission where state patient brokering law prohibits it
A caller describing an immediate medical danger left without the emergency guidance the program requires

Bring these to a pilot.

A month of recorded admissions calls from one facility
Your admissions script and the screening questions your clinical team approved
The privacy requirements your compliance officer applies to recordings
The admissions report your director reviews each week

The pilot scores your own admissions calls, then puts the result beside the admissions numbers you already track.

See what call review costs today

Make it fit
your operation.

Confirm the workflow with the people who will use it.

The recordings may contain protected health information. How is that handled?

Patient audio should be uploaded only under agreed access, retention, security, and contractual privacy terms. Ask for the current security documentation and agreement before sharing recordings.

Can it score family calls and patient calls differently?

Yes. Processing rules can assign one scorecard to a call from a family member and another to a call from the person seeking care. Each is judged against the questions that fit that conversation.

Does it cover an after hours answering service?

Yes. Vendor and internal recordings can be organized separately and scored against the same approved criteria. Reports can then compare the submitted call groups without assuming a live connection to the answering service.

Where do the recordings come from?

Bulk upload from your phone system is the day one path. A direct connection to your phone platform or admissions CRM gets scoped during the pilot.

Start with one facility’s admissions line.

Bring a month of calls and the script your counselors train on. See which calls ended with a scheduled assessment and what the others sounded like.