RELATYV Systems Workshop: Patient Intake, Insurance Verification & Appointment Scheduling

Frequently Asked Questions Answered in this Video

• What is the new workflow for nurses in HubSpot? 

Answered at: 3:10 – 4:17
Nurses are shown how to manage leads, create deals, collect insurance details, and move patients through the HubSpot pipeline toward scheduling and treatment.

• How should nurses collect patient insurance information?

Answered at: 10:22 – 14:10
Insurance details should be entered fully (especially plan number, subscriber ID, and consent). Nurses can use secure links—either the full insurance form or a simplified “insurance card only” form—to expedite verification.

• What happens if insurance details are incomplete?

Answered at: 14:10 – 16:05
Submitting incomplete insurance details slows down the process, since the PSC will need to re-contact patients for missing information.

• How do deals and pipelines work in HubSpot for patient intake?

Answered at: 22:48 – 24:54
Each patient equals one contact, and each round of treatment equals one deal. Deals progress through pipeline stages such as “Insurance Collected,” “Insurance Verified,” and “Clear to Schedule,” with PSC staff controlling stage advancement.

• Can nurses move deals between stages themselves?

Answered at: 23:34 – 24:54
No. Only the PSC should move deals between pipeline stages to avoid premature advancement.

• How are appointments generated in HubSpot?

Answered at: 36:40 – 41:26
When a deal is cleared to schedule, appointments are auto-generated with a recommended cadence. If appointments don’t appear, nurses can manually trigger them with the “Generate Appointments” button.

• What if appointment dates need to be adjusted?

Answered at: 47:18 – 49:19
Appointments can be manually rescheduled, but cadence does not automatically update. A feature request is in progress to adjust future appointments when the first date changes.

• What should nurses do if appointments don’t generate or get deleted?

Answered at: 1:08:05 – 1:13:25
Nurses can create appointments manually using the “Add” button, which still produces a Formstack URL. If multiple appointments are missing, PSC staff should be contacted to restore them.

• How is the Formstack pre-fill URL generated?

Answered at: 47:42 – 47:56
The Formstack URL is created when appointment status changes from “To Be Scheduled” to “Scheduled.”

• How do nurses correct errors in Formstack submissions (e.g., wrong time or DOB)?

Answered at: 36:43 – 38:53 and 55:05 – 56:16
For DOB or insurance errors, update the patient’s contact record so future forms pull correct data. For treatment timing errors, add a note in the appointment record so billing staff can correct it if needed.

• Should nurses send weekly treatment update emails?

Answered at: 1:00:35 – 1:01:44
No. Completed treatments are tracked automatically through Formstack submissions in HubSpot; extra weekly emails are unnecessary.

• Which doctor should nurses select in Formstack when using the RELATYV model?

Answered at: 1:01:49 – 1:04:40
The PSC will assign the correct provider based on state regulations. Nurses should choose one if required, but errors will be corrected by the billing team.

• Are appointments displayed in chronological order?

Answered at: 56:44 – 58:20
Previously, appointment records appeared out of order. This has been fixed so appointments now display sorted by earliest date.

---

Resource Asset

RELATYV Systems Workshop 2

---

 

Video Transcript

Joshua Ballard [00:01]:
About eight years ago, I decided that most of my career would be working more in America.

Lori [00:14]:
Where in Asia are you?

Joshua Ballard [00:17]:
At the moment, I’m in Southern Thailand.

Bengy [00:22]:
One of my good friends is from Thailand. Lovely place. The food is amazing.

Joshua Ballard [00:31]:
Yeah, I love the food. I also spend a lot of time in West Java, Indonesia. Hey Kim, how are you?

Kim Fredriksen [00:48]:
Not bad. How are you?

Joshua Ballard [00:53]:
Hot! It’s very hot here.

Bengy [01:00]:
Oh my God, we were like 105 yesterday.

Kim Fredriksen [01:04]:
It’s gross out. Cold where I am though.

Joshua Ballard [01:17]:
We were at 100 last week. I was in Phoenix on Sunday and it was 112. It felt like my old state in Australia—dry heat, just like Arizona. Right now it’s 82 for me, at midnight, with 81% humidity.

Joshua Ballard [03:10]:
I’ll give people a few more minutes to join, then we’ll jump in. Today, I’ve created a demo user set up as a nurse. We’ll walk through the full process: assigning a patient lead, entering insurance details, moving them through the pipeline, scheduling appointments in HubSpot, and generating automated Formstack URLs.

Joshua Ballard [04:17]:
Has anyone used the automated Formstack URLs yet?

Bengy [04:17]:
I will next week when I start two new patients.

Kim Fredriksen [04:21]:
I used it once but made a mistake—clicked instead of copied and deleted it. Then I couldn’t chart until July. I wasn’t sure if my submission showed up in HubSpot.

Joshua Ballard [05:10]:
I’ll show you what it looks like when it works. If you use the manual Formstack URL, that gets cleared by staff exporting PDFs. Eventually, we’ll require everyone to use the appointment-linked URL for faster billing cycles, but we’ll hold off until calendar syncing is in place.

Joshua Ballard [06:12]:
We’re working on syncing appointment records to Google Calendar so you’ll have the Formstack link inside your calendar event. Once that’s live, we’ll require all submissions through the HubSpot-generated link.

Joshua Ballard [07:55]:
The reason for this change is billing. Daily submissions let our team process faster, but currently we’re slowed down by manual steps in creating super bills. We’re building automation to generate super bills directly from treatment notes.

Joshua Ballard [09:30]:
With Kristen’s departure, the team is down to four people. We’re finalizing a replacement and expect a smooth transition without major nurse impact.

Joshua Ballard [10:20]:
If anyone didn’t click “Attending” on the calendar invite, the system won’t auto-send the recording. Saras, please track those people so we can send the recording manually. We’ll also distribute this recording to the full nursing group.

Joshua Ballard [10:22]:
To avoid HIPAA issues during this demo, I’ve set up a nurse profile in HubSpot. That way I won’t accidentally open a real patient record.

Joshua Ballard [11:00]:
Two weeks ago, we created a standard nursing dashboard view in HubSpot. This should be your default home screen unless you’ve already set a custom one. If you don’t see it, search for “dashboard” under preferences or message me for help.

Joshua Ballard [11:45]:
The dashboard includes pending leads. A “lead” is any contact who might be a patient, unless they’re clearly spam or unrelated. The box shows all pending leads, whether insurance details are entered yet or not.

Joshua Ballard [12:30]:
The “Likelihood to Close” score is AI-generated, based on website visits, email opens, etc. It’s not a true percentage, but a higher score means higher chance of conversion. If you have limited time, prioritize higher scores.

Joshua Ballard [13:15]:
From the patient’s primary contact record, you’ll fill in insurance and PCP details. It’s vital these are correct. Emails and texts are sent automatically asking for insurance info, but the best outcomes happen when you enter details directly.

Joshua Ballard [14:00]:
Critical fields include plan number, subscriber ID, and permission to contact the insurer. Without these, verification is delayed. Secondary insurance is also important—many patients have more than one plan.

Joshua Ballard [15:25]:
There are two insurance submission forms available:
Full form (all details)
Small form (insurance card front/back only)

Both can be sent securely to patients by link. The small form is the fastest way to get correct data since photos prevent typos.

Joshua Ballard [17:20]:
If you push a deal forward with incomplete insurance details, PSC will need to follow up, causing delays. Aim to collect as much information as possible the first time.

Joshua Ballard [18:05]:
Once insurance details are entered, the system creates a deal in HubSpot. Deals represent a single round of treatment for a patient. The first stage is always “Insurance Details Collected.”

Joshua Ballard [22:48]:
The first stage of a deal is always “Insurance Details Collected.” Nurses don’t need to enter an amount.

Joshua Ballard [23:34]:
Each patient equals one contact, and each round of treatment equals one deal. You can view deals in board view under the NFPM Patient Pipeline.

Joshua Ballard [24:02]:
Most deal notes come from the PSC. They’ll log calls, insurer updates, or requests for additional information. Nurses can also leave comments and questions in the notes.

Joshua Ballard [24:54]:
Previously, nurses could move deals between stages, but this caused premature advancement. Now, only PSC staff advance deals through stages.

Joshua Ballard [27:15]:
Formstack URLs are best generated from the appointment record. You can copy/paste the link into your phone or calendar if needed. In the future, once synced with Google Calendar, we’ll require HubSpot-generated links only.

Joshua Ballard [30:20]:
Appointments should generate automatically once a deal is cleared to schedule. If not, use the “Generate Appointments” button. There’s a three-minute delay in the workflow.

Joshua Ballard [36:43]:
Changing appointment status from “To Be Scheduled” to “Scheduled” triggers the Formstack pre-fill URL.

Kim Fredriksen [47:18]:
I realized I had scheduled before picking a date, which caused issues. Doing it in the right order fixed it.

Joshua Ballard [47:42]:
Correct—the Formstack link is generated only after the appointment is marked “Scheduled.”

Lori [48:51]:
If we change the first appointment date, does it shift the cadence for the rest?

Joshua Ballard [49:07]:
No, cadence does not automatically adjust. It’s a feature request we’re working on.

Lori [55:05]:
What if I enter the wrong appointment time? One of mine showed as a 13-hour treatment.

Joshua Ballard [55:32]:
The billing team will usually catch errors like that. But if you notice, leave a comment in the appointment record so PSC can correct it.

Jill’s iPhone [56:44]:
Appointment records on the right aren’t in order. I can’t find treatments easily.

Joshua Ballard [57:23]:
Click “View Associated Appointments” for a clean list. I’ve also fixed the default sort so appointments now display in chronological order.

Jill’s iPhone [58:28]:
On the Formstack, I see duplicate therapy options and multiple health coaching fields. Which should we use?

Joshua Ballard [59:47]:
We’re adjusting Formstack codes due to provider variations. If you notice duplicates, report them to PSC (John or Christian).

Jill’s iPhone [1:00:35]:
Kristen asked us to send weekly emails of completed treatments. Should we still do that?

Joshua Ballard [1:00:57]:
No, weekly emails aren’t needed. Formstack submissions update HubSpot automatically.

Lori [1:01:49]:
How do we know which doctor to select for RELATYV model patients?

Joshua Ballard [1:02:40]:
PSC will set the correct provider based on state regulations. In the short term, choose one if required—billing staff will correct if needed.

Bengy [1:04:57]:
If a patient can’t make Monday and moves to Tuesday, do all appointments shift automatically?

Joshua Ballard [1:05:19]:
No, appointments must be manually adjusted. Future appointments don’t update automatically yet.

Joshua Ballard [1:07:03]:
I’ve corrected appointment ordering so they now display in ascending order.

Lori [1:08:05]:
One of my patients didn’t have appointments generated. Can I just add them manually?

Joshua Ballard [1:08:23]:
Yes. Use “Generate Appointments.” If missing, you can also add appointments manually, which still creates Formstack links.

Kim Fredriksen [1:10:05]:
I used to send treatments directly to Kristen before HubSpot. I only see one note in my patient’s file now.

Joshua Ballard [1:11:09]:
Completed Formstack notes are attached to appointment records, not contact records. That’s why you only see them there.

Jill’s iPhone [1:12:01]:
One of my patients only has 11 generated appointments. How do I add the rest?

Joshua Ballard [1:12:26]:
Contact PSC (John) to recreate them. In the meantime, you can add them manually and it will still generate Formstack links.

Joshua Ballard [1:14:51]:
We’ve gone a bit over time. Thanks for the great participation. This recording will be shared with the full nursing team.