RELATYV Systems Workshop: Navigating HubSpot, Insurance Verification, and Formstack Integration

Frequently Asked Questions Answered in this Video

• What is the purpose of the new weekly systems workshops?

Answered at: 1:08 – 4:54 (Joshua Ballard)
The workshops are designed to help nurses and staff better understand RELATYV’s systems (HubSpot, Formstack, Google Suite, WordPress, billing platforms). They provide live troubleshooting, highlight new improvements, and ensure everyone can use tools effectively to support patient workflows and revenue cycles.

• Why did RELATYV shift away from ancillary partners to direct billing?

Answered at: 13:24 – 17:33 (Dr. Bozeman)
Ancillary partners helped launch the program because they already had insurance contracts and patient bases. However, relying on their systems created delays and data silos. The new model registers RELATYV directly with Medicare and commercial payers, allowing faster billing, better data access, and direct visibility for local doctors who can then refer more patients.

• Is the new billing model only for Medicare, or also for commercial insurance?

Answered at: 18:04 – 18:15 (Dr. Bozeman)
The new model applies to both Medicare and commercial insurances. While Medicare billing is straightforward, commercial payer contracts take time to establish. Out-of-network cases are not automatically negative—sometimes they work well, depending on deductibles and benefits.

• How does out-of-network insurance coverage affect patients?

Answered at: 20:59 – 25:17 (Joshua Ballard & Dr. Bozeman)
Out-of-network is not always bad. If a patient has already met their deductible or out-of-pocket max, treatments may be covered fully. Some insurers pay a percentage of billed charges, which can result in higher reimbursements than in-network. Each case must be verified individually to determine viability.

• What does ‘out-of-pocket maximum’ really mean?

Answered at: 25:17 – 27:50 (Dr. Bozeman)
It does not mean benefits are exhausted. Instead, it means the patient’s maximum out-of-pocket costs are met, and the insurer will cover treatments in full. Many nurses and patients misunderstand this, leading to delays in care.

• Will HubSpot eventually calculate insurance outcomes automatically?

Answered at: 30:31 – 31:30 (Joshua Ballard)
Yes. By Q3, RELATYV aims to automate insurance math in HubSpot. The system will analyze deductibles, co-insurance, and coverage rules to instantly flag whether out-of-network or in-network is viable, streamlining decision-making.

• What should nurses do if appointments are not generated in HubSpot?

Answered at: 30:31 – 36:34 (Joshua Ballard)
If a deal moves to “Ready to Schedule” but appointments don’t generate, use the View All Properties → Generate Appointments → Yes function. This triggers the workflow (with a 3-minute delay) to create missing appointments.

• What if an appointment record doesn’t have a Formstack URL?

Answered at: 30:31 – 36:34 (Joshua Ballard)
This is usually fixed by ensuring the appointment status is set to “Scheduled.” Marking it scheduled generates the pre-filled Formstack link. RELATYV is also adding automation to regenerate missing links when needed.

• Why should nurses use pre-filled Formstack URLs instead of generic ones?

Answered at: 36:34 – 44:32 (Joshua Ballard)
Pre-filled URLs pull in patient data automatically, reducing manual entry and errors. They also speed up billing because completed notes immediately notify the PSC that treatments are ready for claim submission. Generic links work but require manual uploading, which slows payments.

• Why don’t appointment records show up in the HubSpot mobile app?

Answered at: 44:32 – 47:23 (Joshua Ballard)
HubSpot mobile does not currently display appointment records. To address this, RELATYV is working on syncing scheduled appointments (with pre-filled Formstack links) into Google Calendar, so nurses can access them easily from mobile devices.

• Why do generated appointments already have placeholder dates?

Answered at: 47:23 – 48:35 (Joshua Ballard)
The system requires each appointment to have a date when generated. These are only placeholder recommendations to maintain cadence (e.g., two per week). Nurses should adjust them based on actual scheduling. Treatments done too close together (e.g., consecutive days) are less effective.

• How do I make the pre-filled Formstack URL appear? 

Answered at: 51:23 – 51:49 (Joshua Ballard)
The link only appears once the appointment status is marked as “Scheduled.” Ensure the date is correct first, then update the status — the URL will generate instantly

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Resource Asset

RELATYV Systems Workshop 4

Video Transcript

Joshua Ballard [00:21]:
Hey everybody. Hi, how are we all today?
— Good.
Great to hear. I’ll keep admitting people as they arrive unless anyone wants to volunteer as co-host.

Unidentified Speaker [00:45]:
Do you want me to admit people as they come in?

Matt Richardson [00:53]:
That’s all right.

Joshua Ballard [00:56]:
Okay, I’ll make Will co-host so he can handle admits.

Unidentified Speaker [01:03]:
Okay.

Joshua Ballard [01:08]:
Thanks, Will. We’ll give it a couple more minutes — quite a few people RSVP’d yes. Before we dive in, a quick introduction: you’ve probably seen my name in onboarding emails, but not met me directly. I won’t make everyone do full introductions unless you really want to.

We’re recording today. A copy should automatically send after the call, and if not, I’ll make sure everyone gets it. Going forward, these calls will happen weekly. The purpose is to help everyone wrap their heads around all the systems we’re using, troubleshoot together, and improve workflows in HubSpot, Formstack, and beyond.

My camera is awkwardly placed, so I’ll probably turn it off while sharing. A quick background: I was CMO and systems administrator for Neurogenics Treatment Centers, working with Dr. Will Bozeman. He actually just graduated with his PhD in Neurofunctional Pain Management about 10 days ago — congrats, Dr. Bozeman.

Joshua Ballard [04:54]:
NFPM launched in 2018 with clinics across Arizona, showing tremendous success. That success drew big investment attempts to scale to 700 clinics nationwide. I led the systems and marketing. That venture ended poorly, but the important part: I personally watched thousands of patients move through NFPM with life-changing results — people walking again, throwing away pain medications, and regaining normal lives without surgery.

When Neurogenics ended, I wanted to continue with Will. My agency, Paradox Marketing, builds systems and marketing infrastructure, and I knew this protocol had to continue. The at-home delivery model solves the biggest barrier we saw: patients struggling to get to clinics twice weekly for eight weeks. Now, NFPM can reach people who otherwise couldn’t access it.

So today is the first of these weekly systems calls. Think of it as a chance to talk directly with me and Will, ask questions, and align on systems and processes.

Joshua Ballard [09:00]:
Here are the systems in play:
HubSpot – our main platform for leads, deals, and workflows.
WordPress – powers our website (built by my company).
Google Suite – email and documents.
Formstack – for treatment notes and data capture.
Insurance verification platforms – handled by support staff.
Practice management & billing software.

We also deal with external systems from ancillary partners. These create “data silos” — delays in reporting and payment. That’s why RELATYV is transitioning to its own billing model.

Dr. Will Bozeman [13:24]:
I’ll jump in here. The new model — RELATYV directly registered with Medicare and commercial payers — is already working much better. Ancillary partners were helpful because they had existing contracts and patients, but they slowed us down with data access.

Now, with RELATYV billing directly as a group practice, we control the process. A major benefit is that local doctors ordering treatment see patient outcomes firsthand. That creates trust and referrals. We’re already seeing doctors excited, asking for pain-reduction charts to share with other patients. This shift is making the program stronger nationwide.

Joshua Ballard [17:33]:
Thanks, Will. Let’s pause for questions on systems before moving on.

Lori [18:04]:
Two questions. First, is the new model for Medicare patients only, or also private insurance?

Dr. Will Bozeman [18:15]:
Both. We’re enrolling with Medicare and commercial payers. Commercial contracts take time, but out-of-network isn’t always bad. In some cases, it’s ideal. We’ll do a deeper training on insurance soon.

Lori [20:31]:
Second, sometimes appointments in HubSpot don’t show the Formstack link. What should I do?

Joshua Ballard [20:59]:
Yes, we’ll cover that. Quickly on insurance first: once patient insurance details are collected, HubSpot checks both RELATYV’s contracts and any ancillary partners who may offer better coverage. We’re building automation so HubSpot can eventually calculate outcomes automatically.

On appointments: sometimes a deal doesn’t generate appointments, or appointments don’t generate Formstack links. For missing appointments, go to View All Properties → Generate Appointments → Yes. It triggers creation (with a 3-minute delay). For missing Formstack links, the fix is setting the appointment status to “Scheduled”. That generates the pre-filled URL.

Dr. Will Bozeman [25:17]:
To add on insurance: out-of-network coverage often confuses patients. Key point — out-of-pocket maximum means the opposite of what many think. It doesn’t mean benefits are gone; it means the patient has hit their limit and insurance covers 100%. Out-of-network can even pay better than in-network, depending on deductibles and fee schedules. That’s why every case must be verified carefully.

Joshua Ballard [30:31]:
Exactly. My Q3 goal is to automate these calculations in HubSpot, so nurses and PSC staff don’t have to parse complex insurance manually.

Back to appointments: deals sometimes skip steps, which causes missed appointment generation. That’s why we added the Generate Appointments property. For Formstack URLs, marking the appointment as Scheduled almost instantly generates the pre-filled link.

Joshua Ballard [36:34]:
We want nurses empowered to fix common issues quickly instead of waiting on admin staff. For example:
Missing appointments? Trigger them manually.
Missing Formstack? Mark “Scheduled.”

The pre-filled URL saves time, avoids errors, and speeds billing. Generic Formstack links still work but delay processing.

Matt Richardson [44:08]:
What do you need from us to get everyone using the appointment generator?

Joshua Ballard [44:32]:
Some nurses are still using generic Formstack links. We’ll follow up individually, but the pre-filled URL is faster for us and for billing.

One limitation: HubSpot mobile doesn’t show appointment records. To solve this, we’re working on Google Calendar sync — scheduled appointments will push into your calendar with the Formstack link attached, so you can access it on your phone.

Lori [47:23]:
When appointments generate, they already have dates assigned. They’re often wrong. Can I just change them?

Joshua Ballard [48:12]:
Yes. Those are placeholder recommendations, not real appointments. They suggest cadence (e.g., 2 per week). Always update with the actual date and mark as Scheduled — that generates the Formstack link.

Unidentified Speaker [51:23]:
I don’t see pre-filled URLs in my HubSpot. How do I add them?

Joshua Ballard [51:49]:
They only appear once the appointment is marked as Scheduled. Update the date, then set to Scheduled, and the URL will generate.

Joshua Ballard [52:30]:
Before wrapping up, here’s a quick look at website traffic:
Over 30,000 visitors in the past 28 days from Google search.
Additional traffic from ads, referrals, social, and email.
Thousands of people daily are looking into NFPM.

We’re generating significant interest, and your ability to handle leads and schedule efficiently is crucial.

Dr. Will Bozeman [56:13]:
One last point: some nurses ask why we use HubSpot instead of other medical systems. HubSpot is robust, scalable, and used by major healthcare groups. It supports not just documentation but also lead management and business processes, which EMRs alone don’t. It’s worth learning — even I had to adjust.

Joshua Ballard [57:49]:
Thanks everyone for joining. Recording will be sent automatically. See you next week.

Lori [58:01]:
Thanks, bye!