RELATYV Systems Workshop: HubSpot Nursing Dashboard Walkthrough - Leads, Deals, and Appointments

Frequently Asked Questions Answered in this Video

• How should nurses mark leads that are not serviceable?

Answered at: 8:28 – 8:50
Leads too far away or otherwise unsuitable should be marked in HubSpot using the lead status dropdown and placed into the “waiting list for location.” This removes them from the active lead dashboard and keeps the view noise-free.

• What does the ‘Likelihood to Close’ score mean?

Answered at: 8:50 – 9:30 & 20:54 – 21:30
This AI-driven HubSpot score ranks leads by their statistical likelihood of becoming patients, based on behaviors like email opens and website visits. While shown as a percentage, it should be treated as a ranking tool—the higher the number, the higher the priority for follow-up.

• How should nurses handle charting if it’s done the next day?

Answered at: 23:50 – 24:26
Always chart using the date the treatment actually occurred, not the date of charting. This ensures accuracy in medical records, even if documentation is completed the following day.

• Why is timely chart submission important?

Answered at: 24:26 – 26:30
Submitting Formstacks quickly is crucial because RELATYV can now submit claims daily under its own billing model. Delayed charting slows down revenue cycles, whereas timely submissions allow Medicare claims to process faster than ancillary billing.

• Why can’t nurses be paid biweekly for commercial payers like Medicare?

Answered at: 27:17 – 30:20 (Dr. Bozeman)
Commercial insurance payments are unpredictable due to systemic delays and frequent requests for additional documentation. Unlike Medicare, which is quick and predictable, commercial payers intentionally slow down payments, sometimes denying claims to discourage pursuit. This makes fixed, biweekly payments impossible.

• How does Medicare Advantage differ from traditional Medicare?

 Answered at: 32:22 – 39:30 (Dr. Bozeman)
Medicare Advantage is not Medicare, but a commercial insurance plan marketed under Medicare branding. While Advantage PPOs often reimburse like Medicare, HMOs are restrictive, requiring in-network contracts and frequently denying coverage. Patients often mistakenly believe they have Medicare when they actually hold Medicare Advantage, creating verification challenges.

• What’s the difference between HMOs and PPOs in this context?

Answered at: 41:06 – 41:41 (Dr. Bozeman)
HMOs operate like a bus route—they only cover care at preset stops and times, restricting options. PPOs are like owning a car, offering flexibility to choose providers. HMOs are the top source of frustration for patients and providers due to denials and lack of coverage.

• Why are most RELATYV patients Medicare-age?

Answered at: 44:01 – 44:13 (Joshua Ballard)
RELATYV specifically targets Medicare-age leads in advertising to ensure higher coverage rates and reduce complications with commercial insurance. This also aligns with the higher prevalence of chronic pain in older populations.

• Why should nurses prioritize having local doctors sign orders?

 Answered at: 44:41 – 48:13 (Dr. Bozeman)
When a patient’s local doctor signs treatment orders, it builds referral networks and increases trust. Doctors seeing positive patient outcomes often refer additional patients. Ancillary providers do not create this local referral value, so the priority is transitioning patients to local physician sign-off as soon as possible.

• Can a patient’s own doctor order a second round of treatment?

 Answered at: 49:48 – 50:10 (Dr. Bozeman)
Yes. Whenever possible, convert patients away from ancillary providers and have their own doctor order subsequent rounds. This strengthens referral relationships and expands the nurse’s patient base.

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Resource Asset

RELATYV Systems Workshop 3

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Video Transcript

Unidentified Speaker [00:16]:
Hey, Matt.

Matt Richardson [00:43]:
Hello.

Joshua Ballard [00:43]:
For the early, well, on-time group, we’ll wait at least another 5–10 minutes to see who joins today. Might be a small crowd. So far it’s just Matt and Nathaniel. How are we doing today?

Matt Richardson [03:06]:
Joshua, today it’s just the three of us.

Joshua Ballard [03:12]:
I thought last week’s meeting was great — big turnout. I won’t take it personally, maybe everyone’s busy this week.

Matt Richardson [03:28]:
I think in general, it’s hard to get people to show up to anything.

Joshua Ballard [03:37]:
Yeah, I’ve got a friend who runs paid masterminds. People pay $100 per session and he still doesn’t get full attendance. Even with people paying, that’s just the nature of the world sometimes.

Matt Richardson [03:58]:
Yeah, I think it’s many issues. I see it everywhere — a complete lack of productivity.

Joshua Ballard [04:11]:
It’s the attention deficit of society. If anyone wants to dive deeper, there’s a book called Stolen Focus: Why You Can’t Pay Attention by Johann Hari.

Matt Richardson [04:29]:
I don’t need a book — it’s the screens, man. It’s getting worse.

Unidentified Speaker [04:36]:
Well, I can jump through it.

Joshua Ballard [04:39]:
I don’t need a giant audience to present. We’re recording this so everyone can watch later.

We’ve had feedback from nurses that HubSpot can be confusing — not always clear what steps to take to move patients forward. So today I built a new dashboard to simplify things. I’ll share my screen. It’s not demo data but an unnamed account, no PHI, so we’re fine.

I’ll put the link in chat, and I’ll also send it in a group email afterward. The dashboard is designed as a top-to-bottom workflow:

Pending Leads at the top
Sales Activities (calls, messages)
Lead History and Status
Opportunities and Deals (insurance collected but not yet treated)
Appointments Pending Scheduling
All Appointments (Completed vs Pending)

If a lead is too far away, you can mark them as such to remove them. Sales activity counts help highlight neglected leads — if you see lots of zeros, that’s a problem.
This example nurse shows four January leads — two are already patients, two are opportunities. In HubSpot, “opportunity” means insurance details collected but treatment not started. February shows 14 leads with no insurance yet.
Matt or Paola, do you both know how to label a lead as “not a lead”?

Paola Sajous [08:28]:
I think so. There’s a dropdown where you put “lead” or “not a lead.” But we don’t move them to opportunity — the PSC or system does that, right?

Joshua Ballard [08:50]:
Correct. Some of your screens may look simpler than mine, but you’ll see lead status. If a patient is too far away, mark them as such and they’ll drop into “waiting list for location.” That removes them from your view.
Anyone marked as “not a lead,” “never,” or “not now” also drops out. Once they become an opportunity or deal, they’re out of this pending list too.
We’ve also included Likelihood to Close. It looks funny when it all says 2.42%, but it’s HubSpot’s AI system. Based on historical behavior (emails opened, web visits, etc.), it ranks which patients are most likely to move forward.
So if you’ve only got an hour to make calls, start at the top of the list. The higher the number, the better chance of conversion.

Joshua Ballard [11:00]:
This dashboard is meant to be your home base in HubSpot:
Leads at the top
Deals and opportunities in the middle
Appointments at the bottom

For deals, you’ll see status like Waiting on Insurance or Waiting on Patient.
Waiting on Insurance = external factors (new provider relationships, pending verifications)
Waiting on Patient = personal delays (surgery, long vacation, etc.)

PSC will track these and create follow-up tasks as needed.

You can sort deals by time in stage, likelihood to close, or other metrics by clicking column headers.

Joshua Ballard [18:00]:
Once deals are verified and cleared to schedule, patients appear in the Ready to Schedule section. These are highest priority — they’ve been approved and now need appointments booked.

When appointments generate, they first show as “To Be Scheduled.” You’ll see counters for how many sessions are pending. Nurses handle scheduling differently (some two months ahead, others week by week). No strict rule — but this section keeps visibility clear.
If you’d rather only see urgent appointments, we can filter to, say, only those within two weeks that remain unscheduled.

Joshua Ballard [19:30]:
The bottom of the dashboard shows All Appointments, with status (Scheduled, Completed, To Be Scheduled, No Value). Clicking a chart drills into details. If you see “No Value,” that usually means something is off and should be reviewed.
I’ll generate a sample deal to show how appointments appear. There’s a three-minute delay, so we’ll circle back.
My goal here is to make HubSpot less overwhelming — fewer clicks, clearer priorities.

Matt Richardson [20:03]:
I’m on HubSpot now. In Dashboards under Reports, I don’t see it right away. Do you have to search for it?

Joshua Ballard [20:26]:
I’ll drop the link again. It should automatically adjust to the user viewing it. That way, we only had to build the dashboard once, not separately for each nurse.

Matt Richardson [20:54]:
I see “Likelihood to Close.” It’s percentage-based?

Joshua Ballard [21:00]:
Yes, technically percentages — 100% would mean guaranteed. But right now it’s best to treat it as a ranking tool. We don’t have enough data yet for it to be precise. Higher number = higher priority.

Matt Richardson [22:09]:
Got it, thanks.

Joshua Ballard [22:11]:
Glad it’s useful. This dashboard was built because multiple nurses told Dr. Bozeman they felt lost in HubSpot — too many lists and buttons. This way: Leads → Deals → Appointments. Straightforward.

Paola Sajous [23:50]:
Question about charting. If I see a patient today but chart tomorrow, do I enter today’s date or tomorrow’s? And what date do I use for the “electronically signed by” doctor?

Joshua Ballard [24:26]:
Always use the date the treatment occurred, not the charting date.

We’ve noticed May had far fewer charts submitted than expected appointments. Please prioritize chart submission — timely Formstack entries speed billing. Under RELATYV’s billing, we can now submit daily to Medicare instead of monthly via ancillaries.

So the faster you submit, the faster we can process payments.

Paola Sajous [27:17]:
For commercial payers under RELATYV Mobile, why can’t we be paid biweekly like Medicare?

Dr. Will Bozeman [27:50]:
Because commercial insurers are unpredictable. They delay payments intentionally, often requesting extra notes. Medicare is fast and predictable; commercial insurers drag it out. Some even deny claims hoping providers won’t chase them.

That’s why fixed biweekly payments aren’t possible — we can’t predict commercial cycles.

Matt Richardson [32:22]:
Can you speak about Medicare Advantage? It seems beneficial, but is it?

Dr. Will Bozeman [32:47]:
Medicare Advantage is actually commercial insurance, not Medicare. It follows Medicare rules but requires network contracts. PPO plans often work fine (sometimes pay even more than Medicare). HMOs, however, are restrictive, denying coverage if out of network.

Patients often say “I have Medicare,” but in reality they have Medicare Advantage. Only about 1 in 3 actually has traditional Medicare.

Traditional Medicare and Medicare with a supplement are reliable. Advantage PPOs can be good. Advantage HMOs are usually a non-starter.

Joshua Ballard [41:06]:
When a deal shows insurance product as HMO, we must obtain pre-authorization before proceeding.

Dr. Will Bozeman [41:41]:
Think of HMOs like taking the bus — limited routes, preset stops, no flexibility. PPOs are like owning a car — more freedom. HMOs frustrate both patients and doctors. Medicare, by contrast, is dependable and well-liked.

Joshua Ballard [44:01]:
When we run ad campaigns, we target Medicare-age audiences. That’s why most of your patients are older — it improves coverage likelihood and aligns with higher pain prevalence.

Dr. Will Bozeman [44:41]:
Having a patient’s local doctor sign orders is the golden ticket. That builds referral networks, gets better-quality patients, and helps fill your schedule. Ancillary providers don’t add referral value. Doctors who see good results often refer more patients.

Joshua Ballard [48:13]:
That’s the key: get local doctors engaged. Any other system or insurance questions while you have both Will and me here?

Joshua Ballard [48:42]:
Each weekly call usually has two halves:
First half = updates/new HubSpot features
Second half = open Q&A.

If you send questions ahead, I can prepare more detailed answers.

Paola Sajous [49:42]:
If a patient with commercial insurance already went through one round under an ancillary doctor, can their own doctor order the second round instead?

Dr. Will Bozeman [50:10]:
Yes — and that’s the priority. Transition patients away from ancillaries ASAP. Local doctors can then refer others, which ancillaries can’t.

Joshua Ballard [51:34]:
Like last week, the system should send the recording automatically. If not, email me and I’ll add you manually. Thanks, everyone!