RELATYV Systems Workshop: Optimizing Patient Onboarding, Insurance Workflows, and Local Visibility
The RELATYV Weekly Systems Workshop introduces Elsa as the new head of the Inpatient Service Center and discusses improving operational workflows across the mobile treatment program. The team reviews insurance verification follow-up protocols, emphasizing that the PSC (Patient Service Center) is responsible for notifying patients, while nurses are encouraged to step in when patients are unresponsive. A major portion of the discussion focuses on how to handle patients’ out-of-pocket costs, offering payment plans, doing initial treatments at a loss, and using patient satisfaction to drive word-of-mouth and doctor referrals. The workshop also touches on marketing tools like Google My Business (GMB) and Facebook pages to boost visibility, and clarifies how nurses can control what types of insurance patients they accept. Finally, updates are shared on Google Meet replacing Zoom and the nuanced realities of insurance networks, prior authorizations, and Medicare.
Frequently Asked Questions Answered in this Video
Who is Elsa, and what is her role at RELATYV?
Answered at: 3:29 – 6:03
Elsa is introduced as the new leader of the Inpatient Service Center (PSC), with an extensive background in pain management and clinic administration.
Should nurses follow up with patients after insurance has been verified?
Answered at: 10:01 – 12:34The PSC is responsible for initial follow-up, but if patients are unresponsive, nurses should step in since they have stronger relationships with patients.
Are PSC staff calling patients after verifying insurance coverage?
Answered at: 10:01 – 12:34
Yes. The PSC is expected to call patients the same day insurance is verified, though delays can happen if interpretation is needed.
Can nurses adjust or waive patient out-of-pocket costs?
Answered at: 12:34 – 19:02
Yes. Nurses (as business owners) have discretion to offer free initial visits, payment plans, or adjust pricing to get patients started with care.
Why is it worth sometimes accepting a lower payment for a patient?
Answered at: 12:34 – 19:02
Lower payments can lead to word-of-mouth referrals, follow-up treatments, and expanded networks. It’s a long-term growth tactic.
Can a nurse decide not to treat a patient due to high copays or financials?
Answered at: 19:12 – 30:25
Yes. Participation is voluntary, and no nurse is required to take a patient if the financial arrangement doesn’t work for them.
Who gets paid when a patient doesn’t cover their copay?
Answered at: 19:12 – 30:25
No one. If the patient doesn’t pay their required share, neither the nurse nor RELATYV gets paid.
What is the role of Google My Business (GMB) in patient acquisition?
Answered at: 31:09 – 33:36
GMB is a high-impact local marketing tool. Nurses are encouraged to complete setup (Saras is helping coordinate), as GMB visibility drives leads faster than traditional SEO.
Is it difficult to verify Google My Business listings?
Answered at: 31:57 – 33:36
Yes. Verification may involve postcards, video calls, and signage. Nurses must complete it themselves due to Google’s fraud prevention policies.
What is a Non-Participating Prior Authorization (NPPA)?
Answered at: 33:36 – 36:12
It's a way for some commercial insurers to allow treatment even when out-of-network. Approval is case-by-case and can enable patients to proceed.
Can RELATYV target specific insurance types (like Medicare) in marketing?
Answered at: 36:12 – end
No. Digital targeting by insurance type isn’t possible, but doctors can be instructed to only refer patients with acceptable plans (like PPOs or Medicare).
Does being in-network guarantee treatment coverage?
Answered at: 36:12 – end
No. In-network status doesn’t mean approval is guaranteed—coverage depends on many case-specific factors.
How can nurses get the best patients with covered treatment?
Answered at: 36:12 – end
By building relationships with referring doctors and clearly stating which insurance plans they accept.
Resource Asset
RELATYV Systems Workshop 1
Video Transcript
Joshua Ballard [00:08]:
We were going to have Elsa joining us today, right? Hey everybody — you’re all remarkably on time. Since we’re just one minute in, let’s give it a few more minutes for any stragglers. If anyone uses video, I go reciprocal — if you’re on, I’m on. In the meantime, does anyone have any specific questions or areas they’d like to drill into, whether it’s HubSpot or any of the tools we’re using?
Dr. Will Bozeman [02:18]:
If you have questions, feel free to drop them in the chat so they don’t get lost.
Joshua Ballard [02:27]:
Quick tip — when you use chat, your first message defaults to Read AI. Just switch it to “Everyone.”
Joshua Ballard [02:39]:
Last week, Jill Dark had a lot of good questions that helped keep us moving.
Today, I’d like to introduce Elsa properly so everyone can meet her beyond the email introduction. Elsa is going to become the heart and soul of the Inpatient Service Center.
Elsa [03:29]:
Thank you, Joshua. I’m definitely not the heart and soul — the PSC team has been phenomenal. I’m just trying to fill some big shoes here. Can you all hear me?
Group [03:50]:
Yes.
Dr. Will Bozeman [03:52]:
We're very grateful to have Elsa on board. I’ve known Elsa for nearly 10 years. She was the administrator at one of the Phoenix offices I worked with. We lost contact for a while but reconnected recently, and the timing worked out.
Elsa has experience in pain management and was the administrator for one of the first offices using our neurofunctional program. She remembers the success and patient outcomes from back then, and we’re excited she’s back with us.
Elsa [06:03]:
Thanks again. This really feels serendipitous. I’ve worked in pain management for nearly 20 years. While I’ve been in several specialties — family practice, rheumatology, cardiology, pediatric therapies — pain is where I’ve always thrived.
It’s great to see how far the neurofunctional program has come. I hope to be a great resource for all of you, just as I know you’ll be for me. I’m excited to be part of this.
Joshua Ballard [07:52]:
We’ll keep this meeting as a regular session, originally focused on systems. Most of the questions so far have been about HubSpot, but there’s also interest in support with sales — getting patients from contact to scheduled treatment.
Would people prefer to go deeper into HubSpot today, or shift toward sales topics like leveraging doctor networks and finding community referrals?
Meghan Miller [10:01]:
I have a question about insurance. Once it’s verified, is the PSC expected to notify the patient? Or is that something I need to ask them to do?
Joshua Ballard [10:30]:
Good question. The default is that the PSC calls the patient the same day coverage is finalized. Sometimes it’s delayed if interpretation is needed.
We’re working on improving the outbound caller ID, so it appears more relevant than just "healthcare" — hopefully leading to better pickup rates.
Dr. Will Bozeman [10:38]:
Yes — PSC does reach out, but if the patient doesn’t respond, that’s when the nurse should step in. Patients are more likely to respond to someone they know.
Some patients receive 4–5 calls and emails without responding. You’ll be more effective in those cases.
We don’t expect nurses to deliver insurance info, but we need the PSC to simplify communication. Some situations require nurse judgment — like when out-of-pocket costs are high.
For example, if a patient has a $40 per visit copay, that’s $600 total. You, as the nurse/business owner, can choose to offer flexible payment plans, reduce initial visit costs, or even waive early sessions if it makes sense long-term.
Our past model included payment plans. Patients often continue into second treatment rounds, which are fully covered once deductibles are met.
Joshua Ballard [19:02]:
We’ve started sending surveys post-treatment to encourage second-round enrollment. Every satisfied patient expands your referral network. Even if you take a small hit financially, helping a patient can pay off with community reach.
Dr. Will Bozeman [19:12]:
Absolutely. Once a local doctor sees results, they’ll refer more patients.
You can tell those doctors what insurance types you accept — for example, “I take Medicare Advantage PPO but not HMOs.”
That helps the office send only patients you can actually treat.
And yes, if the patient doesn’t pay their share, no one gets paid — not you, not the company.
But again, it's your choice. If the financials don’t work, you don’t have to take the patient.
Joshua Ballard [30:25]:
Quick note: we're shifting from Zoom to Google Meet. This call will end in about 9 minutes. I’ll update the link for next week.
Dr. Will Bozeman [31:09]:
On the marketing side:
We’re restarting Facebook pages for everyone — we’ve brought in a new expert for this.
You also have Google My Business pages. If you’ve joined recently, you’ll be contacted by Saras for setup. You’ll need to verify your address, sometimes with postcards or video calls. It’s frustrating, but powerful. GMB visibility is faster than traditional website SEO.
Joshua Ballard [31:57]:
Saras will be working directly with you. If you haven’t heard from her, let me know.
Yes, the process is annoying — but worth it. Map listings are a huge advantage for mobile care visibility.
Dr. Will Bozeman [33:36]:
There’s also something called Non-Participating Prior Authorization — some commercial plans will approve treatment even when we’re out-of-network. Kristen says about 50% get approved.
We submit documents outlining the treatment plan, and they may allow the patient to move forward.
Being in-network doesn’t guarantee coverage. In fact, some HMO in-network plans are worse.
We always recommend targeting Medicare patients — they’re reliable, have multiple conditions, and coverage is consistent.
We can’t target by insurance type in ads — but if you work with referring doctors, you can tell them which insurances you’ll accept. That’s the best way to build a solid patient pipeline.