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Purpose

This SOP outlines the procedures for managing lead follow-up tracking and using the "Currently in Contact" tracking status or follow-up tracking status in the system. The purpose of this SOP is to ensure that lead follow-up tracking and tracking status are used accurately and efficiently to avoid errors and ensure prompt follow-up with patients.

Procedure

Accessing the Contact Card

  1. To begin, access the contact card of 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.
  2. Change the status from Trying to Contact to Currently in Contact when actively communicating with the patient via text or phone call. Hit save.

Automatic Notation

  1. The system automatically notates that the lead has been changed to Currently in 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.

Updating the Status

  1. Anytime you make changes to the lead follow-up tracking status, make sure to update the status and hit save.

Responsibilities