Maximizing Success in Lead Management: Appointment Forms, Call Handling, and Patient Follow-Up

Frequently Asked Questions Answered in this Video

• How do I know which patients or leads to focus on first?

Answered at: 5:03 – 6:19
The standardized nursing dashboard in HubSpot organizes your workflow: pending leads (waiting for insurance details), then deals (once insurance is provided), then ready-to-schedule patients, and finally pending appointments. Start at the top of the list and work your way down.

• How are appointments created in HubSpot?

Answered at: 6:34 – 7:17
Once a deal is marked “ready to schedule,” HubSpot automatically generates 16 appointments across an 8-week cadence. If the patient isn’t ready immediately, you may need to adjust the appointment dates manually.

• Why should I use the prefill Formstack URL instead of the raw link?

Answered at: 8:10 – 9:38
The prefill URL automatically fills in patient details (like DOB, treatment cycle, practice info) and ensures billing flows smoothly. Using raw links requires manual uploads by staff, which can delay billing and payment.

• What happens after I submit treatment notes through the prefill URL?

Answered at: 10:11 – 11:22
After submission, HubSpot updates the appointment status to “Complete,” billing status to “Pending,” notifies the billing team, and stores the notes automatically—leading to faster processing and payment.

• Can I access appointment records on my phone?

Answered at: 10:29 – 10:49
The HubSpot mobile app doesn’t display appointment records properly. Instead, save the prefill URL to your Google Calendar so you can access it anytime, even without your computer.

• Why is answering inbound calls so important?

Answered at: 24:46 – 25:19
Inbound calls are 5–6 times more valuable than outbound calls. When patients call, they’re ready to talk—making it the most critical time to connect and reassure them.

• What if I’m nervous about what to say on calls?

Answered at: 20:19 – 22:40
HubSpot playbooks provide structured scripts with guiding questions, helping you build rapport and confidence in conversations. You don’t need to read them word-for-word but can use them as conversation scaffolding.

• What should I do if most of my calls are spam?

Answered at: 25:48 – 27:19
Spam calls are part of running a business, but if you’re consistently not getting qualified leads, flag it to the leadership team (e.g., Josh or Will) so they can review your lead flow and correct it.

• When should I consider hiring additional staff?

Answered at: 23:05 – 24:27
If you’ve expanded to multiple nurses, you may want to hire an admin or sales-focused team member to manage leads and calls. This prevents your time from being consumed by lead-chasing instead of patient care.

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Resource Asset

Formstack, Calls & Lead Handling

Video Transcript

0:01 – Trainer
Not bad. How are you? Hi there.

0:07 – Participants
Howdy. Hey, Elsa.

0:22 – Trainer
We normally give quite a bit of leeway for people to get in. A lot of the nurses end up watching the video afterwards rather than attending live.

0:42 – Trainer
I’ve been having issues with ReadAI making downloads harder, so I’m now recording with Google and will send out an easier link.

1:03 – Trainer
For anyone here early, if you have a HubSpot, RELATYV, or systems-related question, feel free to ask.

1:31 – Participant (Matt)
Hey Josh, when we submit treatment notes, is there any way to confirm they’re tied into HubSpot?

1:56 – Trainer
Are you using the form fill generated inside the appointment record in HubSpot?

2:01 – Participant (Matt)
No, I just use the website.

2:07 – Trainer
That’s exactly why we have these calls. Let me show you the easier way to do this—it may even change your life.

3:16 – Trainer
Are you familiar with navigating to the deals stage area in HubSpot?

3:24 – Participant (Matt)
To be honest, not really.

3:31 – Trainer
That’s okay. I’ll log in as a demo nurse so I don’t expose HIPAA data while showing you.

5:03 – Trainer
I’ve set up a standardized nursing dashboard for everyone. It shows pending leads (people interested but not yet providing insurance), deals (once insurance details are provided), ready-to-schedule patients, and pending appointments. Start at the top and work your way down.

6:34 – Trainer
When we generate appointments, HubSpot estimates two per week across an 8-week period. If a patient isn’t actually ready yet, you may need to edit the dates manually.

7:17 – Trainer
The deal view is your main interface—it shows PSC notes, insurance outcomes, and lets you track everything in one place. Once cleared to schedule, the system generates 16 appointments.

8:10 – Trainer
When you open an appointment and mark it as “Scheduled,” HubSpot will generate a prefill URL for Formstack. Use this link—it autofills non-clinical details like DOB, practice, and treatment cycle.

9:42 – Trainer
Using the prefill URL means you save time and billing is triggered automatically. Using raw URLs requires PSC staff to manually export, upload, and send notes, which delays payment.

10:29 – Trainer
Note: HubSpot’s mobile app doesn’t display appointment records properly. Workaround: copy the prefill URL into your Google Calendar so you can access it anytime from your phone.

11:03 – Trainer
When you submit a Formstack note, HubSpot updates the appointment status to “Complete,” billing status to “Pending,” and notifies billers automatically. That’s the fastest way to get paid.

12:28 – Trainer
If you use raw links, PSC staff have to pick it up manually. The more we use prefill URLs, the more time they have for calling insurers instead of admin work.

13:05 – Trainer
Some nurses have asked for more sales and marketing discussions. Let me share one of my favorite quotes: “Entrepreneurs are those who live the way no one wants to for a short time, so they can live the way everyone wants to for the rest of their lives.”

14:28 – Trainer
Our team handles pre-qualified leads, insurance, billing, and infrastructure. Your main responsibility, aside from treating patients, is closing the lead—reassuring patients that you’re real, local, and trustworthy.

16:04 – Trainer
Follow-ups are powerful. Nurses making the most outreach attempts—calls, texts, emails—are earning the most. Leads may not answer right away, but persistence pays off.

18:25 – Trainer
Commit to 5–10 contact attempts a day. Use the dashboard’s lead scoring to prioritize who to call.

19:14 – Trainer
Once patients move into the deal stage, the PSC handles insurance and qualifications. Nurses focus on connecting with leads before that.

19:31 – Trainer
Many nurses aren’t answering calls, but inbound calls are the most valuable—patients are ready to talk. Answering the phone is a higher priority than outbound dialing.

20:19 – Trainer
If you’re nervous, HubSpot playbooks give you scripts to guide conversations. They’re not word-for-word sales pitches—just frameworks to build confidence and keep things natural.

23:05 – Trainer
Some nurses are expanding by hiring additional providers. As you scale, consider hiring a sales-focused team member too, so you don’t spend all your time chasing leads.

24:46 – Trainer
Answering inbound calls is 5–6x more valuable than outbound. Our email and SMS campaigns are designed to get patients to call you, so be ready to pick up.

25:48 – Participant (Tracy)
I’ve been getting mostly spam calls and very few real patient calls. It’s frustrating.

26:12 – Trainer
Spam calls are unfortunately part of business. But if you’re consistently not receiving patient leads, email me and I’ll review your lead flow.

27:51 – Trainer
All right, let’s keep this short and sweet. Thanks everyone for your time.

28:12 – Participants
Thank you! Have a good one.