Using HubSpot to Manage Leads, Update Statuses, and Leverage Playbooks

Frequently Asked Questions Answered in this Video

• What is the purpose of updating lead status in HubSpot?

Answered at: 2:23 – 3:20
Lead status helps categorize contacts: “Never” (stop calling), “Not Now” (follow up later), or “Waiting List for Location” (out of service area). Updating status ensures contacts are managed appropriately and reduces noise in your list.

• Do nurses need to set reminders before marking a lead as ‘Not Now’?

Answered at: 3:28 – 3:48
Yes. If you mark a contact as “Not Now” without setting a reminder, the contact disappears from view until the reminder task becomes active again.

• What happens after collecting a patient’s insurance information?

Answered at: 7:15 – 8:03
Once marked as “Completely Collected,” the contact is handed over to RELATYV’s insurance verification team, who manage pre-authorizations, referrals, and eligibility checks.

• Do nurses need to handle insurance authorizations or referrals?

Answered at: 16:33 – 17:01
No. The RELATYV insurance team handles prior authorizations and PCP referrals once insurance information is collected. Nurses only need to collect and submit the patient’s insurance details.

• How are patient activities and interactions tracked?

Answered at: 3:52 – 4:22, 13:26 – 14:19
HubSpot records activities such as form submissions, website visits, marketing email engagement, and staff outreach attempts, giving visibility into patient interest and timing.

• How can nurses provide patients with educational resources during calls?

Answered at: 13:30 – 16:18
Nurses can search RELATYV’s public website for condition-specific content (e.g., plantar fasciitis) to share credible resources, helping explain neurofunctional pain management and electroanalgesia in patient-friendly terms.

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Resource Asset

Using HubSpot to Manage Leads, Update Statuses, and Leverage Playbooks

Video Transcript

0:00 – Trainer
All right, so if you click into one of them, we’ll have a look at the individual contact card. If you watched the previous trainings, you may already know this, but let’s walk through it again.

0:17 – Participant
I was planning on watching it again. I might get it from this session here, but I’m the kind of person who has to do the action to learn it — I don’t learn just by watching.

0:37 – Trainer
That’s exactly why we go through the process of screen-sharing. I can do it 30 times in front of you and it won’t stick. Doing it yourself builds the muscle memory.

0:53 – Trainer
This is your standard patient view. The column on the left shows all the information we have about the person.

1:11 – Trainer
Click on Actions → View all properties. This shows every piece of information we’ve collected.

1:36 – Trainer
On the right, click Hide blank properties to filter out empty fields and see only what’s been filled in.

1:54 – Trainer
Expand Sales properties. For example, “Contact unworked = true” means no one has worked the lead yet. Lead status is an important field:
Never if they say “stop calling.”
Not now if they’re trying something else temporarily — set a reminder task to follow up.
Waiting list for location if they’re out of your service area.

2:53 – Trainer
If you set a contact to Not now without adding a task, they’ll disappear from your view until the reminder triggers.

3:18 – Trainer
Next, the Contact activity section shows how they came in — e.g., via a Facebook lead ad — and logs the date of the last interaction.

3:55 – Trainer
The Basic info section includes create date, email, name, and lead type. If it’s not a real patient prospect (e.g., a sales pitch), change Lead type to Not a lead and it will drop out of your list.

4:46 – Trainer
The top priority for new contacts:
Make contact and introduce yourself as their local provider,
Answer questions about the program,
Collect their insurance details.

5:02 – Trainer
In the Insurance & PCP details box, once you mark insurance as Completely collected, our insurance verification team takes over. You can either enter the details yourself or send them a link.

5:22 – Trainer
In the Lucidchart resources, under Closing Leads, you’ll find two forms:
Full Insurance Request Form (preferred, most complete)
Quick Insurance Card Upload (lets them snap photos on their phone)

6:13 – Trainer
We’re already sending these links automatically, but you can copy and paste them to patients directly. Soon, HubSpot will allow you to send them with a single click.

6:52 – Trainer
You can also email patients directly from HubSpot after connecting your inbox. That way, you don’t have to switch screens.

7:40 – Participant
So my main objective is contacting people, building rapport, and getting their insurance information, correct?

7:53 – Trainer
Exactly. Once you collect insurance details, RELATYV’s team verifies coverage, estimates costs, and coordinates telemedicine visits. We also handle prior authorizations — especially for HMOs. You don’t need to direct the patient; we manage it.

9:19 – Trainer
You’ll be able to track progress in the Deals section — e.g., “Insurance verification,” “Pre-authorization,” “Waiting on telehealth.” That way, you’ll always know where the patient is in the process.

10:59 – Trainer
When you edit fields, you don’t need to save each change individually. HubSpot saves them all together when you click Save now at the bottom.

21:04 – Trainer
If you have further questions, reach out to me or Aaron. He’s based in Florida and can support you when I’m offline.

22:04 – Participant
Great, thanks for making the time.

22:07 – Trainer
No problem. We want you to succeed, move away from hospital shifts, and build a business you’re happy with.

23:09 – Trainer
One last note: some settings still need to be updated on your account. I’ll follow up once those are enabled.