Working with Contact Records and Collecting Insurance Details in HubSpot

Frequently Asked Questions Answered in this Video

• How do I see all the information stored on a patient contact card?

Answered at: 1:03 – 1:38
Click Actions → View All Properties on the contact record. To simplify the view, click Hide Blank Properties so only fields with data are shown.

• What do the different lead status options mean?

Answered at: 2:23 – 3:13
Never → Patient said not to contact them again.
Not Now → Patient is delaying (e.g., trying another treatment first). Add a follow-up task before marking this.
Waiting List / Location → Lead is outside your current service area.
Updating status may remove them from your view until the follow-up task activates.

• Can I set reminders for leads I mark as Not Now?

Answered at: 3:28 – 3:48
Yes, but you must create the reminder before changing status to Not Now, otherwise the contact will disappear from your view until reactivated.

• Where do I find a patient’s activity and intake details?

Answered at: 3:52 – 6:13
Under Contact Activity, you can see how the patient entered (e.g., Facebook lead ad, website), when they were last contacted, and web analytics showing what pages they visited.

• What is my main objective when contacting a new patient lead?

Answered at: 6:50 – 7:20
Introduce yourself as their local provider, answer basic questions about the program, and collect their insurance details. This triggers the insurance verification team to take over.

• How do I collect insurance details in HubSpot?

Answered at: 7:29 – 8:17
Use the Insurance and PCP Details section on the contact record. Once marked as “Completely Collected,” the lead passes to RELATYV’s insurance team for verification.

• Is there a link I can send patients to fill in their own insurance details?

Answered at: 8:22 – 13:13
Yes. A web form link is available in the training resources (Lucidchart / Closing Leads tab). Patients can submit details or upload photos of their insurance cards. Copy and paste the link to send directly, or email from within HubSpot.

• What happens after insurance details are collected?

Answered at: 15:03 – 16:12
RELATYV verifies coverage, estimates out-of-pocket costs, schedules a telemedicine visit with a partner provider, and secures prior authorizations if required. Once cleared, the patient is handed back to you for treatment scheduling.

• Do I need to handle prior authorizations or referrals?

Answered at: 16:22 – 17:14
No. RELATYV’s insurance team manages all prior authorizations and, when needed, referrals from the patient’s PCP. Nurses only need to collect and submit insurance details.

• How can I track where a patient is in the process?

Answered at: 19:15 – 19:46
Use the Deals section in the contact record. It shows the current stage (e.g., Insurance Verification, Pre-Authorization, Telehealth Visit).

• Do I need to save updates manually in HubSpot?

Answered at: 19:53 – 20:53
HubSpot auto-saves changes, but if multiple fields are edited, a Save button will appear at the bottom to confirm all updates at once.

---

Resource Asset

Working with Contact Records and Collecting Insurance Details in HubSpot

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.

0:26 – Participant
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 ask people to share their screen during training, even if it means updating Zoom settings. Doing it yourself gives you the muscle memory. Watching me do it 30 times won’t stick the same way.

0:53 – Trainer
This is the standard patient view. On the left-hand column, you’ll find all the information we have on the person.

1:11 – Trainer
See the top card with “Actions”? Click Actions → View All Properties. This shows every data field we have.

1:36 – Trainer
On the right side, click Hide Blank Properties to filter out unused fields. Now you’ll only see fields with data.

1:54 – Trainer
The properties are grouped like an accordion. For example, under Sales Properties, it shows how many fields are filled in. You’ll see who the contact is assigned to, their lead status, and other details.

2:23 – Trainer
Lead status is important:
Never if they say “stop calling.”
Not Now if they’re trying another treatment and you’ll follow up later.
Waiting List / Location if they’re outside your service area.

If you mark someone as Not Now, they’ll disappear from your view until your reminder task activates.

3:28 – Participant
Is there a way to set a reminder?

3:33 – Trainer
Yes — but set the reminder before marking them Not Now. Otherwise, you’ll lose visibility.

3:52 – Trainer
Next is Contact Activity. This shows how they came in (e.g., Facebook ad), dates of activity, and when the last contact attempt was.

4:42 – Trainer
Basic details include their create date, email, name, and lead type. If you realize someone isn’t actually a patient prospect, you can change lead type to “Not a Lead,” and it will drop out of your view.

5:47 – Trainer
Web analytics can also show you what pages they visited on our site and how long they spent there.

6:42 – Trainer
Clicking back takes you to the main patient card view. The number one objective when a new contact comes in: make contact, introduce yourself as their local nurse, answer questions, and get their insurance details.

7:29 – Trainer
On the left side is Insurance and PCP Details. Once you mark insurance details as “Completely Collected,” the patient is handed to the insurance verification team. They’ll process coverage and move them forward.

8:22 – Trainer
If you don’t collect details over the phone, you can send patients a link to fill in insurance online. This is included in the Lucidchart resources (Closing Leads tab). There’s a full insurance form, or a shorter card upload option.

13:33 – Participant
How do I send the link to them?

13:36 – Trainer
Just copy and paste it. You can also email them directly through HubSpot if you connect your inbox. We’re also building automation so one click will send the email for you.

14:39 – Trainer
Yes, you can email directly from the contact record under Activities → Email.

14:47 – Participant
So my main objective is contacting people, building rapport, and getting their insurance info?

14:53 – Trainer
Exactly. Once you’ve collected insurance, RELATYV handles the rest: verification, telemedicine scheduling, and prior authorizations if required.

16:22 – Participant
Do I need to direct patients to their PCP for referrals?

16:43 – Trainer
No, RELATYV handles that for you. Your role is just collecting insurance details.

17:46 – Trainer
We have a U.S.-based insurance team experienced in verifications and authorizations. They handle all approvals.

19:15 – Trainer
You can track progress in the Deals section of the contact card. It shows stages like “Insurance Verification,” “Pre-Authorization,” or “Telehealth Visit.”

19:53 – Participant
Do I need to save every change I make?

20:00 – Trainer
HubSpot autosaves, but if you make multiple changes, a Save button appears at the bottom so you can save them all at once.

21:04 – Trainer
If you need extra help, you can reach out to me or Aaron (based in Florida) for support depending on your time zone.

22:04 – Participant
Thanks — this was perfect timing.

22:07 – Trainer
No worries. We want to see you succeed, get out of night shifts, and build businesses you’re proud of.

23:09 – Trainer
One last thing — I need to adjust some of your HubSpot settings. Once I do, a few new features will appear for you.