Managing Leads in the Practice Management System

Objective

To provide a clear and concise set of steps for team members to effectively manage leads in the practice management system, ensuring accurate data entry and follow-up, which will improve productivity and minimize errors.

Key Steps

1. Access the Lead Tab
   • Navigate to the Lead tab in the practice management system to view marketing information related to the lead.
2. Review Lead Information
   • Check the source of the lead (e.g., campaign name, method of contact).
   • Verify the current status of the lead (e.g., contacted).
3. Add Insurance Information (if applicable)
   • If insurance details are requested during an online form submission or phone call, enter the insurance carrier information in the designated field.
4. Add a Secondary Referal Source
   • Many practices set up a secondary referral source list to track the patient’s answer when asked “How did you hear about us?”.
   • Secondary Referral Source
5. Assign Lead Ownership
   • Select a team member to manage the lead by assigning ownership in the system.
6. Document Communication
   • Record any relevant messages or notes from online forms or phone conversations in the message box.
   • Include custom notes based on the interaction with the lead.
7. Add Custom Questions
   • If needed, input any custom questions that are relevant to the lead profile that are not part of the standard questions.
8. Change Lead Status
   • If the status of the lead needs to be updated, click on “Change Status” and select the appropriate new status from the options available.
9. Review Multiple Leads
   • If there are multiple leads for the same individual, collapse or expand the lead profiles to view all associated leads.
10. Edit Lead Information as Necessary
    • If additional information is gathered from follow-up communications (e.g., preferred procedure, provider, or location), return to the lead profile to update this information. It’s important to collect this information so that this person funnels into the appropriate automated marketing funnels if they do not schedule.

Cautionary Notes

• Ensure that all data entered is accurate and up-to-date to avoid confusion and miscommunication.
• Be cautious when changing the status of a lead; double-check that the new status accurately reflects the current situation of the lead.
• Avoid sharing sensitive information about leads without proper authorization.

Tips for Efficiency

• Familiarize yourself with the layout of the Lead tab to quickly locate necessary fields.
• Use templates for common notes or messages to save time when documenting communication.
• Regularly review and follow up on leads to maintain an organized workflow and ensure no lead is overlooked.
• Utilize keyboard shortcuts within the system to speed up navigation and data entry processes.

Link to Loom

https://loom.com/share/157b9969c1f84b51827a03fcb4fb3fe7?src=composer