15-Minute New Patient Phone Screen Script (Free Template for Psych NPs & Therapists)

The phone screen is your first real interaction with a potential client. Get it right, and you'll book qualified clients who are a good fit for your practice. Get it wrong, and you'll waste time on poor matches or lose great clients to faster responders.

This guide provides a complete, proven phone screening script that takes 15 minutes and helps you assess fit, set expectations, and convert inquiries into appointments—all while maintaining professional boundaries.

Why Phone Screens Matter for Mental Health Practices

The Reality:

• 60-70% of inquiries never convert to appointments
• Most therapists lose clients because they don't respond fast enough
• Poor screening leads to no-shows and early terminations
• Good screening improves client retention by 40%

What a Good Phone Screen Accomplishes:

1. Assesses clinical fit and appropriateness
2. Screens for safety concerns and crisis situations
3. Sets clear expectations about your approach
4. Answers practical questions (fees, insurance, scheduling)
5. Builds rapport and trust
6. Converts inquiry into booked appointment

Time Investment: 15 minutes Conversion Rate: 60-80% (with good script) Impact: Fills your caseload with ideal clients

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The Complete 15-Minute Phone Screen Script

Opening (1 minute)

Your Introduction:

"Hi [Name], this is [Your Name], [your credentials]. Thanks so much for reaching 
out. I have about 15 minutes to talk—is this still a good time for you?"

[Wait for confirmation]

"Great! I'd love to learn more about what brings you to therapy/psychiatry and 
see if we might be a good fit. I'll ask you some questions about what you're 
looking for, and then you can ask me anything you'd like. Does that sound good?"

Why This Works:

• Confirms they have time (respects boundaries)
• Sets clear agenda and timeframe
• Establishes collaborative tone
• Gets explicit consent to proceed

Chief Concern (3 minutes)

Opening Question:

"So, what's bringing you to seek [therapy/psychiatric care] right now?"

Follow-Up Questions (choose 2-3 based on their answer):

• "How long has this been going on?"
• "What made you decide to reach out now?"
• "Have you tried therapy/medication before? What was that like?"
• "What are you hoping to get out of working together?"
• "On a scale of 1-10, how much is this affecting your daily life?"

What You're Listening For:

• ✅ Clear, specific concerns
• ✅ Motivation for change
• ✅ Realistic expectations
• ✅ Insight into their situation
• ⚠️ Vague or constantly changing complaints
• ⚠️ Unrealistic expectations ("fix me in 2 sessions")
• ⚠️ Blaming everyone else with no self-reflection

Safety Assessment (2 minutes)

Direct Questions (always ask):

"I need to ask a few important questions for safety. Are you currently having 
thoughts of hurting yourself or ending your life?"

[If yes: "Tell me more about that. Do you have a plan? Have you taken any steps?"]

"Are you having thoughts of hurting anyone else?"

[If yes: "Tell me more about that. Who? Do you have a plan?"]

Additional Safety Questions:

• "Are you currently safe where you are?"
• "Is anyone hurting you or making you feel unsafe?"
• "Are you using alcohol or drugs to cope? How much and how often?"

Red Flags Requiring Immediate Action:

• 🚨 Active suicidal ideation with plan and intent
• 🚨 Homicidal ideation with specific target
• 🚨 Active psychosis with command hallucinations
• 🚨 Severe intoxication during call
• 🚨 Domestic violence in immediate danger

Crisis Response:

"I'm concerned about your safety. I think you need a higher level of care than 
outpatient therapy can provide right now. I'd like to help you get connected 
to [crisis line/emergency services/crisis center]. Can we do that together now?"

Clinical Fit Assessment (3 minutes)

Scope of Practice Questions:

For Therapists:

"Based on what you've shared, I think I can help. I specialize in [your specialties] 
using [your approaches]. Does that sound like what you're looking for?"

For Psychiatrists/PMHNPs:

"Are you looking for medication management, therapy, or both? I provide [what you offer]. 
Are you currently taking any psychiatric medications?"

Questions to Assess Fit:

• "What's your experience with therapy/medication been like before?"
• "What kind of therapist/psychiatrist are you looking for?"
• "How do you feel about [your approach—homework, structured sessions, etc.]?"

When to Refer Out:

Therapists Should Refer When:

• Client needs medication evaluation
• Substance use disorder needs higher level of care
• Eating disorder needs specialized treatment
• Active psychosis or severe mental illness
• Outside your scope (e.g., couples therapy when you don't do it)

Psychiatrists/PMHNPs Should Refer When:

• Client needs intensive therapy (and you only do med management)
• Substance use disorder needs detox or residential
• Personality disorder needs DBT or specialized treatment
• Outside your specialty (e.g., child psych when you treat adults)

Referral Script:

"Based on what you've shared, I think you'd be better served by [type of provider/
level of care]. I want to make sure you get the right help. I can give you some 
names of [specialists/programs] who would be a great fit. Would that be helpful?"

Practical Information (4 minutes)

Fees and Insurance:

"Let me tell you about the practical details. My fee is $[amount] per session. 
[Do you take insurance/Are you out-of-network?]"

If Out-of-Network:

"I'm out-of-network with insurance, but I can provide you with a superbill that 
you can submit for reimbursement. Many of my clients get 50-80% back from their 
insurance. I can help you check your out-of-network benefits if you'd like."

If In-Network:

"I'm in-network with [insurance names]. Your copay would be $[amount]. I'll verify 
your benefits before our first session to confirm coverage."

Scheduling:

"I typically see clients [weekly/biweekly]. Sessions are [45/50/60] minutes. 
I have availability on [days/times]. Does that work with your schedule?"

Cancellation Policy:

"I require 24-hour notice for cancellations. If you cancel with less notice, 
there's a [fee/full session charge]. Does that work for you?"

What to Expect:

"In our first session, we'll go over your history in more detail, talk about 
your goals, and create a treatment plan together. After that, we'll [describe 
your typical approach]. Do you have any questions about how I work?"

Their Questions (2 minutes)

Invite Questions:

"What questions do you have for me?"

Common Questions and Answers:

"What's your approach/style?"

"I use [CBT/psychodynamic/integrative/etc.] which means [brief explanation]. 
I'm [directive/collaborative/insight-oriented] and focus on [specific outcomes]. 
Does that resonate with you?"

"How long will therapy take?"

"That really depends on your goals and what we're working on. Some people see 
improvement in 8-12 sessions, others work with me for a year or more. We'll 
check in regularly about progress and adjust as needed."

"Do you prescribe medication?" (for therapists)

"I'm a therapist, so I don't prescribe medication. But I work closely with 
psychiatrists and can help coordinate your care if you need medication evaluation."

"Can you diagnose me?" (on phone screen)

"I can't give you a diagnosis over the phone, but we'll discuss that in our 
first session after I learn more about your history."

Closing and Booking (1 minute)

If Good Fit:

"I think we'd work well together. I'd love to get you scheduled. I have [specific 
times] available. Which works better for you?"

[Book appointment]

"Perfect! I'll send you an email with [intake forms/confirmation/payment info]. 
Please complete those before our first session. I'm looking forward to working 
with you!"

If Not a Good Fit:

"I appreciate you sharing all of this with me. Based on what you've told me, 
I think you'd be better served by [type of provider]. I can give you some names 
if that would be helpful. I want to make sure you get the right support."

If They Need to Think About It:

"That's completely understandable. Take the time you need. My availability fills 
up quickly, so if you'd like to hold a spot while you decide, I can do that for 
[24-48 hours]. Otherwise, feel free to reach out when you're ready."

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Red Flags to Watch For During Phone Screens

Clinical Red Flags

Immediate Safety Concerns:

• Active suicidal ideation with plan
• Homicidal ideation
• Active psychosis with poor insight
• Severe substance intoxication
• Domestic violence in immediate danger

Scope of Practice Concerns:

• Needs higher level of care (residential, PHP, IOP)
• Requires specialty you don't have (eating disorders, OCD, etc.)
• Needs services you don't provide (couples therapy, testing, etc.)
• Medical issues requiring physician (not PMHNP)

Treatment Readiness Concerns:

• No insight into problems ("everyone else is the problem")
• Unrealistic expectations ("cure me in 2 sessions")
• Not willing to do any work ("just tell me what to do")
• Shopping for diagnosis or medication
• Wants you to write letter/fill out forms without treatment

Practical Red Flags

Scheduling Red Flags:

• Can only meet at times you don't offer
• Wants to reschedule before first appointment
• Asks for exceptions to policies before starting
• Unclear about commitment to regular sessions

Financial Red Flags:

• Argues about fees before starting
• Asks for discounts/sliding scale when you don't offer
• Unclear about ability to pay
• Expects insurance to cover when you're out-of-network

Boundary Red Flags:

• Asks for your personal phone number
• Wants to text instead of using proper channels
• Asks personal questions about you
• Pushes back on professional boundaries
• Wants to be "friends" not client-therapist

How to Handle Red Flags

Safety Concerns:

"I'm concerned about your safety. I think you need [crisis services/higher level 
of care] right now. Let me help you get connected to [resource]."

Scope of Practice:

"Based on what you've shared, I think you'd benefit most from [specialist/different 
service]. I want to make sure you get the right help. I can provide some referrals."

Boundary Issues:

"I appreciate your interest in working together. To maintain professional boundaries, 
I [don't give out personal number/use secure messaging/etc.]. This helps me provide 
the best care. Does that work for you?"

If Multiple Red Flags:

"I don't think I'm the right fit for what you're looking for. I'd recommend 
[alternative resource]. I wish you the best in finding the right support."

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Documentation Tips for Phone Screens

What to Document

Basic Information:

• Date and time of call
• How they found you
• Contact information confirmed

Clinical Information:

• Chief complaint (brief)
• Safety assessment results
• Current medications (if applicable)
• Previous treatment history (brief)
• Clinical impression of fit

Practical Information:

• Insurance/payment discussed
• Availability discussed
• Appointment booked (date/time)
• Intake forms sent

Red Flags or Concerns:

• Any safety concerns
• Referrals made
• Reasons for not accepting as client

Sample Documentation Template

Phone Screen - [Date/Time]
Name: [Name]
Contact: [Phone/Email]
Referral Source: [Psychology Today/Google/Referral]

Chief Complaint: [Brief description]
Duration: [How long]
Previous Treatment: [Yes/No - brief details]

Safety: Denies SI/HI/AVH. Safe in current environment.
Substances: [None/Details]

Clinical Fit: Good fit for [your specialty]. Client seeking [what they want].
Discussed [your approach]. Client receptive.

Practical: Fee $[amount] discussed. [Insurance status]. Client agreeable.
Availability: [Days/times] work for client.

Appointment: Scheduled [Date/Time]
Intake forms sent via [email/portal]

Impression: Appropriate for outpatient [therapy/psychiatry]. Good fit for practice.

Where to Document

Options:

1. EHR System — Best practice (ClinikEHR has phone screen templates)
2. Secure Note System — If not using EHR yet
3. Encrypted Document — Minimum acceptable

Never:

• ❌ Unsecured email
• ❌ Text messages
• ❌ Paper notes left unsecured
• ❌ Personal phone notes

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Common Phone Screen Mistakes to Avoid

Mistake 1: Taking Too Long

Problem: 45-minute phone screens exhaust you and the client Solution: Stick to 15 minutes. You'll get full history in first session

Mistake 2: Not Assessing Safety

Problem: Miss critical safety concerns Solution: Always ask about SI/HI, even if uncomfortable

Mistake 3: Being Too Accommodating

Problem: Accept clients outside your scope to fill caseload Solution: Refer out when not a good fit—saves everyone time and frustration

Mistake 4: Not Discussing Money

Problem: Client shows up and is shocked by fee Solution: Always discuss fees clearly upfront

Mistake 5: Not Booking Appointment

Problem: "Call me back when you're ready" leads to lost clients Solution: Book appointment during call or lose 70% of inquiries

Mistake 6: Providing Therapy on Phone Screen

Problem: Give too much clinical advice before they're a client Solution: Save clinical work for paid sessions

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Automating Your Phone Screen Process

Use Technology to Streamline

ClinikEHR Features for Phone Screens:

• Automated email responses to inquiries
• Phone screen templates in EHR
• Online booking during call
• Automated intake form sending
• Secure messaging for follow-up

Workflow Automation:

1. Inquiry comes in → Auto-response sent immediately
2. You call within 2 hours → Use script template
3. Book appointment → System sends confirmation + forms
4. Document in EHR → Phone screen template auto-populates
5. Reminders sent automatically → Reduces no-shows

Time Saved: 10-15 minutes per inquiry

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Phone Screen Scripts for Specific Situations

Script for Crisis Situations

"I'm really concerned about what you're telling me. Your safety is the most 
important thing right now. I think you need immediate support—more than I can 
provide over the phone.

I'd like to help you get connected to [crisis line/emergency services/crisis center] 
right now. Can we do that together?

[If they refuse]

I understand this is hard. But I'm not comfortable scheduling an appointment when 
I'm worried about your safety. Please call [crisis line number] or go to [nearest 
ER]. They can help you right away.

I care about your wellbeing, and I want you to get the help you need right now."

Script for Out-of-Scope Clients

"Thank you for sharing all of this with me. Based on what you've described, I think 
you'd benefit most from [specialist/different service]. [Specific reason—e.g., 
'Eating disorders require specialized treatment that I don't provide.']

I want to make sure you get the right help. I can give you names of [specialists] 
who would be a great fit. Would that be helpful?

[Provide 2-3 referrals]

I really appreciate you reaching out, and I wish you the best in your treatment."

Script for Medication Seekers

"I hear that you're looking for [specific medication]. I want to be upfront that 
I don't prescribe based on patient requests. I do a full evaluation and then we 
discuss treatment options together, which may or may not include medication.

If you're looking for a provider who will prescribe [specific medication] without 
evaluation, I'm not the right fit. But if you're open to a collaborative approach 
where we figure out the best treatment together, I'd be happy to work with you.

What are your thoughts on that?"

Script for Clients Who Can't Afford Your Fee

"I understand cost is a concern. Unfortunately, I'm not able to reduce my fee 
right now. However, I can provide you with some options:

1. [Community mental health center] offers sliding scale fees
2. [Training clinic] provides low-cost therapy with supervised trainees
3. [Online therapy platform] may be more affordable
4. Some employers offer EAP benefits—have you checked with yours?

I can send you this information via email if that would be helpful. I want to 
make sure you get support, even if it's not with me."

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Related Resources

ClinikEHR Features

• Phone Screen Templates
• Automated Intake Forms
• Online Booking System
• Secure Messaging
• EHR for Mental Health

Related Guides

• How to Market Your Telepsychiatry or Therapy Practice
• Top 5 EHR for Mental Health 2026
• How to Start a PMHNP Private Practice
• EHR for Therapist
• EHR for Psychiatrist

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Frequently Asked Questions

How long should a phone screen take? 15 minutes is ideal. Long enough to assess fit and answer questions, short enough to respect everyone's time. Save detailed history for the first session.

Should I charge for phone screens? Most mental health professionals offer free 15-minute phone screens as part of the intake process. Some charge for longer consultations (30+ minutes), but this may reduce conversion rates.

What if someone needs crisis services during the phone screen? Stay calm, assess immediate safety, and help connect them to appropriate crisis resources (988 Suicide & Crisis Lifeline, local crisis center, or 911 if immediate danger). Don't schedule an outpatient appointment when crisis care is needed.

How do I handle someone who talks too much during the phone screen? Politely redirect: "I want to make sure I understand everything, and I have a few more important questions. Can I ask you about [next topic]?" Set boundaries early—it's good practice for therapy.

Should I do phone screens for every inquiry? Yes, for most practices. Phone screens help assess fit, build rapport, and increase show rates. Exception: If you have a waitlist and limited time, you might use a screening questionnaire first.

What if I'm not sure if someone is a good fit? When in doubt, schedule a first session and reassess. You can always refer out after one session if it's not a good fit. Trust your clinical judgment.

How quickly should I respond to inquiries? Within 2 hours during business hours if possible. 80% of clients book with the first provider who responds. Use ClinikEHR's auto-response feature to acknowledge inquiries immediately.

Can I do phone screens via video instead? Yes, video can work well, especially for telehealth practices. Same script applies. Some clients prefer phone for initial contact, so offer both options.

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Conclusion: Master the Phone Screen, Fill Your Caseload

The phone screen is your opportunity to make a great first impression, assess clinical fit, and convert inquiries into booked appointments. With this proven 15-minute script, you'll:

• ✅ Assess safety and clinical fit efficiently
• ✅ Set clear expectations from the start
• ✅ Convert 60-80% of inquiries to appointments
• ✅ Fill your caseload with ideal clients
• ✅ Reduce no-shows and early terminations
• ✅ Maintain professional boundaries

Key Takeaways:

• Keep it to 15 minutes—save detailed history for first session
• Always assess safety, even if uncomfortable
• Discuss fees clearly upfront
• Book the appointment during the call
• Document in your EHR immediately
• Refer out when not a good fit

The phone screen sets the tone for the entire therapeutic relationship. Do it well, and you'll build a thriving practice filled with clients you love working with.

Start Your Free 30-Day Trial — Use ClinikEHR's phone screen templates and automated workflows.

Questions about phone screens? Contact our team — We help mental health professionals optimize their intake process every day.

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Disclaimer: This script is a general template and should be adapted to your specific practice, credentials, and clinical judgment. Always follow your professional licensing board's guidelines and scope of practice. This article provides general information for educational purposes.