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Managing and Following Up with Leads in HubSpot

This guide walks you through how to manage and follow up with leads inside HubSpot. You’ll learn how to navigate contact records, log calls directly through the system, use built-in scripts (playbooks) for outreach, and track contact status. It also emphasizes the importance of persistence in reaching patients, collecting insurance information, and moving leads forward in the process.

    Frequently Asked Questions Answered in this Video

    • How do I set up my HubSpot phone for calls?

    Answered at: 0:14 – 0:31
    Go to Settings > General > Calling, add your forwarding phone number, and set your working hours so calls can be routed to you.

    • Where can I see a patient’s details and past activity?

    Answered at: 0:45 – 2:10
    Open the contact record to view location, pain details, form submissions, page visits, and activity history.

    • How do I know if a lead has already been contacted?

    Answered at: 2:21 – 3:58
    Use the Contact Status field. It will show whether the lead has been reached, if attempts were voicemails/texts only, or if they are still uncontacted.

    • Can I call leads directly from HubSpot?

    Answered at: 3:58 – 4:04
    Yes. Click the Call option within a contact record, and HubSpot will route the call through your linked phone number.

    • Are there scripts to help guide my calls with leads?

    Answered at: 4:26 – 5:07
    Yes. HubSpot has two playbooks (scripts): one for outbound calls and one for inbound calls. They provide suggested questions, pain-point prompts, and program talking points.

    • How often should I follow up with leads?

    Answered at: 5:18 – 5:56
    Don’t worry about contacting too often — most people aren’t always available. Keep calling, texting, and leaving voicemails until you connect.

    Resource Asset

    Managing and Following Up with Leads in HubSpot

     

    Video Transcript

    0:00 – Joshua Ballard
    Hey everybody, I wanted to give you a bit of a walk around HubSpot and how you would then use it to be following up with your existing leads that are in here as well as any new leads that are handed to you.

    0:14 – Joshua Ballard
    In the email I also mentioned that we've set up the ability for you to just click dial within HubSpot — with the one caveat that you're going to want to come in and also come to your general preferences, then click into calling. You're going to want to set up the forwarding phone number for yourself and add the hours in which HubSpot's allowed to forward calls to your phone.

    0:45 – Joshua Ballard
    Now, I'm going to walk you through some of the most basic components of the CRM. On the left-hand side, you can always come over to Contacts. This gives you a big list of all the people we've allocated to you. There's more coming — I’ve got a script that will allocate more, but I can’t run it until every nurse has finished signing up for their HubSpot account. So, if we could all move on to that quickly, that would be good.

    1:16 – Joshua Ballard
    So let’s just grab one of these people. Fundamentally, most of the information you need about a prospective patient is all going to be on this main page.

    1:27 – Joshua Ballard
    If you don’t see the insurance boxes or extra fields, it’s probably because their lead type isn’t set as “Patient Prospect.” I’ll handle those cases; you shouldn’t see it often.

    1:55 – Joshua Ballard
    From this view, you begin with the Overview tab, which isn’t the most useful. But if you go into Activities, you can see previous interactions — their page views, submitted forms, and the information they entered.

    2:10 – Joshua Ballard
    For example, you can see that they’re in Sun City, what area of pain they noted, and other details.

    2:21 – Joshua Ballard
    You’ll also see the Contact Status — whether they’ve been contacted, if it’s just voicemails and texts, or if no contact has been made yet.

    3:58 – Joshua Ballard
    To make a call, go into the contact record, click Call, and HubSpot will route the call through your connected number.

    4:04 – Joshua Ballard
    The primary goal is collecting insurance information so we can move patients to the next stage. I’ll be building additional tools to make asking for insurance easier.

    4:26 – Joshua Ballard
    For those asking about scripts, there are two playbooks — one for when you’re calling them, and one for when they call you. You can open the playbook during the call, and it will guide you through questions, explanations of neurofunctional pain management, and ways to describe the outcomes.

    5:18 – Joshua Ballard
    Some of you might worry about contacting people too frequently. But the reality is, people aren’t available all the time. Just dial and give them a call. These people are in pain, and you’ve got the opportunity to help them.

    5:33 – Joshua Ballard
    For example, this person has been trying to reach us for eight days and no one has gotten through yet. Keep dialing, keep pushing forward. Each patient you connect with is not only revenue but also someone who may refer you to others.

    5:56 – Joshua Ballard
    So best foot forward — get dialing. Thanks everybody.