Lead Management Best Practices

Understanding RSI Native Best Practice Workflow

Below is a description of the way a lead is processed. This is the default workflow. More contact attempts can be set up in your account by request to your onboarding rep or via your request dashboard.

1. Contact Attempt #1: A new lead is created and the first action is taken to contact them. If the lead doesn’t schedule then the user can:
   1. Create a Follow-up with a set date and time. If a date and time are not set, then the system will set it to 4 hours later.
   2. Use the Response icon to mark Left Message or No Voicemail to get the lead back in 4 hours.
2. Contact Attempt #2: Occurs with leads in the Follow-up section. If leads still don’t schedule the user can
   1. Create a Follow-up with a set date and time. If a date and time are not set, then the system will set it to 4 hours later.
   2. Use the Response Icon to mark Left Message or No Voicemail to get the lead back in 24 hours.
3. Contact Attempt #3: Occurs with leads in the Follow-up section. If leads still don’t schedule the user can
   1. Create a Follow-up with a set date and time.
   2. Use the Response Icon to mark Left Message or No Voicemail.
      1. If a Follow-up is not set with an exact date and time then the system automatically sets the Status to Dead and the Reason for Loss is Best Practices (you can manually set a Reason for Loss from the lead profile)

What’s a Contact Attempt?

• A phone call is noted using the phone button OR a phone call is answered via your VoIP connection.
• An email is sent using the email response button (If an email is sent from purple chat, then it’s not counted as a contact.)
• A text is not counted towards a contact attempt.

Prioritizing Lead Processing 

Some of the best lead-to-schedule conversion rates occur when users prioritize their lead activities in the following order.

1. Inbound Calls: These will take priority over Voicemails and Internet leads and will interrupt your voicemail or outbound call activity if you are not already dialing the number prior to the inbound call coming in.
2. Voicemails: Voicemails left outside of business hours should be called back first thing in the morning. Voicemails left during business hours should be called back before any internet lead is called.
3. New Leads: These are internet leads from the online forms tracked in your Campaign Manager. They are new contact attempts to the office and could be new or existing patients.
4. Follow-up Leads: These are a combination of internet and phone leads and will be a follow-up set by yourself, another user, or the system. 

Lead Activity Dispositions

How to set dispositions when you log an activity on a lead.

• No Answer – When no voicemail is available or the lead is not available
• Left Message – When you leave a voicemail.
• Set Follow-Up – When a lead requests a follow-up call at a better time or you have to set a follow-up call to obtain information to finalize the appointment.

Lead Status Dispositions

• Contacted – Used to note you’ve spoken to the patient
• Scheduled – Used when you schedule an appointment. The data sync will pick up the appointment data within 15 minutes and automatically change the status but if you have more than one user working leads it is recommended to change this manually so it updates in everyone’s dashboard immediately. 
• Dead – Used when you choose a dead lead status while working on a lead. 
  • Reason for Loss: select the option that suites the lead’s reason the best. This is a native list of options from RSI.
• Invalid – Used to mark illegitimate leads like spam, inquiries for employment, duplicate or test leads, etc. Invalid leads will not be counted in lead reports.
• Office Transfer – A call center employee transfers a call to the front desk team when they are unable to handle the patient’s reason for calling.
• Mark As Important – Will highlight your lead green in the follow-up folder. Use this to identify leads that had requested a specific callback time or that are otherwise important.