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How to Manage Lead Follow-Up Tracking

Purpose

This document outlines the standard operating procedure (SOP) for managing lead follow-up tracking in the system. The purpose of this SOP is to ensure that lead follow-up tracking is updated accurately and efficiently to avoid errors and unnecessary communication with patients.

Scope

This SOP applies to all employees who are responsible for managing lead follow-up tracking in the system.

Procedure

Accessing the Contact Card

  1. To begin, access the contact card that contains all the necessary information about the patient. Click on the contact card to access it.

Locating the Lead Follow-Up Tracking Section

  1. In the contact card, locate the Lead Follow-Up Tracking section. This section contains the status of the lead.

Updating the Lead Follow-Up Tracking Status

  1. Change the status from New Lead to Trying to Contact as soon as the lead comes into the system. Once you acknowledge that the person exists, hit save.

Automatic Notation

  1. The system automatically notates that the lead has been changed to Trying to Contact. It identifies when they came in and how long it takes for an update.

Lead Follow-Up Tracking Status

  1. If the status of the lead follow-up tracking is New, Trying to Contact, Requested Callback, Rescheduling, Patient or Patient No-Show, the system will continue to add them into the power dialer and follow up with them automatically until you change it to Booked Appointment, Patient Showed Up or Patient Purchased.

Do Not Contact

  1. If the patient does not want to be contacted, select the Do Not Contact option.