Outbound Call or Text | Prospective Patient Reactivation
This playbook provides a structured guide for verifying patient insurance coverage with providers. It outlines how to navigate automated phone systems, what to say when requesting coverage and benefits, and which CPT codes to provide for RELATYV’s mobile treatments. The playbook also specifies the key insurance details that must be captured in HubSpot — such as effective dates, network status, deductibles, out-of-pocket maximums, copayments, and authorization requirements — ensuring accurate records and smoother billing processes
Frequently Asked Questions Answered in this Document
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What is the purpose of the Prospect Reactivation Script?
Answered at: Playbook Overview
It provides the standard cadence for outbound calls and texts to re-engage former prospective patients, update contact information, and move them toward scheduling treatment.
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What key information should be confirmed during reactivation calls?
Answered at: Section 1 – Prospect Identification
Confirm the patient’s name, location, ailments, pain scores, phone number, email address, and primary care doctor details for records and partnership building.
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How should RELATYV’s treatment be introduced to prospects?
Answered at: Section 4 – Building Emotional Connection & Section 5 – About NFPM
Highlight RELATYV’s Neuragenex Neurofunctional Pain Management as a drug-free, surgery-free, non-invasive therapy that is covered by insurance and delivered conveniently at-home.
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What should be done if the prospect expresses interest in moving forward?
Answered at: Section 5 – Moving Forward
Skip ahead to collect insurance information (plan type, subscriber ID, group number, provider contact phone number, etc.) and schedule the Telehealth appointment.
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What if the prospect is hesitant or declines interest?
Answered at: Section 2 – Setting Expectations & Section 6B
Use empathetic responses and discuss success rates, safety, insurance coverage, and convenience of treatment to overcome objections.
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What insurance information needs to be collected?
Answered at: Section 5 – Insurance Details
Primary and secondary insurance details, plan type (PPO/HMO), subscriber ID, group/plan numbers, and provider phone number for insurance verification.