Weekly Office Hours Q&A - HubSpot Workflows, Lead Follow-Up, Insurance Verification, and Local Marketing (GMB/Facebook)

Frequently Asked Questions Answered in this Video

• How do I use the Formstack prefill for appointments?

Answered at: 8:51 – 11:22
Using the prefill URL inside HubSpot automatically fills in patient details and links the submission directly to billing. This ensures faster payout and avoids extra admin work.

• Who is responsible for calling patients after insurance is verified?

Answered at: 12:34 – 13:04
The PSC team is expected to make the first call the same day coverage is finalized. Nurses step in when patients aren’t responding, since they have stronger relationships.

• What happens if a patient’s deductible or copay makes treatment too expensive?

Answered at: 14:32 – 15:14
Nurses can choose whether to move forward. Options include offering a payment plan or covering a few initial sessions so the deductible is met, knowing later treatments may be fully covered.

• Do I have to accept every patient?

Answered at: 25:36 – 25:50
No. Nurses decide whether to take a patient if the financial scenario doesn’t work for them.

• If a patient doesn’t pay their out-of-pocket share, does anyone else get paid?

Answered at: 29:45 – 30:10
No one gets paid. If patients don’t cover their portion, neither nurses nor RELATYV receive payment.

• What’s the best type of insurance for coverage?

Answered at: 37:05 – 37:18
Medicare is the most reliable payer. Commercial insurance can work, but coverage is inconsistent and must be verified patient by patient.

• Can we find out which insurances are accepted ahead of time?

Answered at: 38:32 – 39:04
No. Coverage must be verified case by case. Commercial carriers often decide individually per patient.

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Resource Asset

Systems, Insurance & Growth

Video Transcript

0:01 – Host
We're going to have running today, right?

1:05 – Host
Hey everybody, you're all remarkably on time. Borderline early even. So we'll give a little bit more time for any of the stragglers to come through.

1:30 – Host
Anybody use video? I go video reciprocal video person.

1:47 – Host
I think it's only one minute in. Let's wait till… let's give five minutes for anyone that's coming in, but we can get started with does anyone have any specific questions or any areas that they'd like to drill into when it comes to systems or any like using HubSpot or any of the other tools that we're using.

2:20 – Host
Anyone who has questions, you can type it in the chat so it doesn't get forgotten if there's too many in a row.

2:29 – Host
Just be warned when you use the chat, the first message that you send is going to try and message Readai. You just have to choose to message it to everybody. It's an annoying feature.

2:46 – Host
Who was it last week that had a lot of… is it Jill Dark? I think Jill had a lot of good questions last week. Keep us moving through things.

3:07 – Host
Well, so I think today the plan is I'd like to get Elsa… I'm going to put you on the spot, Elsa, sorry… to introduce herself a little bit so everyone can see and meet Elsa a little more rather than having just the email introduction. So Elsa is going to become the heart and soul of the occupation service center.

3:27 – Host
Thank you Joshua. I appreciate that. I'm definitely not the heart and soul. I know the PSC team has been phenomenal and I know under the direction of you guys as well as Kristen. So, you know, I'm just trying to fill some big shoes here.

3:48 – Elsa
Can you hear me?

3:51 – Host
Yeah. Yeah. Yeah.

4:00 – Host
Yes, very grateful to have you on board. For all of you who don't know, I've known Elsa for quite a while… back I think really it's getting close to almost 10 years ago… she was administrator for one of the offices I was working with here in Phoenix. I stayed working with that office for several years. So I got to know Elsa pretty well. She managed the office really well. Lost contact, and she's, you know, moved on in other things since that time and then just reconnected recently, and the timing seemed to work out.

4:46 – Host
She also has a background specifically in administrating in the pain management field. She does know the world pretty well. And luckily for everyone here, her office was one of the first ones where I put the neurunctional treatment program in. She remembers the success, the patients that opted for this treatment over other stuff. And again I hope that that weighed into her willingness to come back and work with us now.

5:49 – Host
But yes, Elsa, if you wanted to take a few minutes and kind of go over some of your background, explain what you know, what your thoughts are, I'm sure everybody would love to hear it.

6:01 – Elsa
Yeah, absolutely. And again, thank you guys. It truly is serendipitous because I have worked with the program previously in its infancy stage and there has been a lot of progression since then. My background has been mostly in pain management. I've been in operations and administration for about almost 20 years now.

6:34 – Elsa
I kind of fell into it right after school and have been learning in different specialties. But my heart and soul has always been in pain. It's one of those fields where you either love it or you hate it, and I absolutely thrived in it. I've also worked in family practice, cardiology, and pediatric therapies. So it's well-rounded, but my heart and soul is in pain.

7:08 – Elsa
I've seen how this treatment program has been successful for patients. I moved on to different specialties and then looped back. It's really nice to be part of this program again and see it grow. I do have an administrative background, mostly in people operations and protocols. Hopefully I will be an asset to all of you, as well as you being a great resource for me. I'm really excited.

7:52 – Host
Very excited to have you also. Very excited.

7:57 – Host
So I think we're planning on keeping this meeting as a standing. Originally it was designed as just about systems, but most of what I had to teach was HubSpot fundamentals. A lot of questions have been more around HubSpot, but others have mentioned they'd like more sales and marketing training—moving contacts from HubSpot into scheduled treatment.

8:47 – Host
Is that an area people would like more assistance on?

9:58 – Participant
I was going to ask… my only question is on HubSpot when it comes to the insurance. Once the insurance has been verified, are they expected to call patients to notify them?

10:29 – Joshua
Yeah, that's a perfect question. I've got a flowchart we can visualize. The default expectation is the PSC makes the first phone call to the patient to discuss coverage the same day it’s finalized.

13:00 – Joshua
Sometimes it takes longer because the answers can be complex, but Elsa has experience in this and Kristen does as well. Nurses aren’t expected to do the first call—it’s handled by PSC.

14:32 – Joshua
But where it gets tricky is when patients have deductibles or copays. For example, if it’s $40 per visit, across 16 visits that’s around $600. In some cases, nurses may decide to offer initial visits free to get patients through their deductible, knowing future treatments are covered.

25:36 – Joshua
We’re not asking you to take every patient. It’s your choice. If the financial scenario doesn’t work for you, you don’t have to move forward.

29:45 – Joshua
And just to be clear, if patients don’t pay their out-of-pocket share, no one gets paid—not RELATYV, not nurses.

37:05 – Joshua
If I could give advice on insurance, keep aiming for Medicare. Medicare covers well, pays reliably, and patients often have multiple pain conditions. Commercial insurance is hit or miss and must be verified case by case.

38:32 – Participant
How can we find out what insurances are accepted and what aren’t?

38:38 – Joshua
That’s every single patient with an insurance verification. There’s no way to pre-estimate. It has to be verified patient by patient. Medicare is the exception—they always cover pain conditions.