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New Patient Journey & Scheduling Process

This article outlines the step-by-step process for managing a new patient journey, from initial consultation registration to program onboarding and invoicing. The process ensures that patients are efficiently guided through consultations, lab tests,

1. Patient Registration

  • The patient registers for a consultation through our website, initiating their journey.

2. Notification to Coach

  • HubSpot automatically notifies the designated coach to schedule the consultation call.

3. Initial Contact (Pre-call)

  • The coach reaches out to the patient via phone for an initial contact (pre-call) to establish rapport and discuss initial questions.

4. Getting Started Template

  • The coach sends the “Getting Started - Renew Life RX” template to the patient to introduce them to the process and prepare them for the next steps.

5. Health History Questionnaire (HHQ)

  • The patient completes the Health History Questionnaire (HHQ) to provide vital health details needed for program assessment.

6. Lab Payment

  • The patient submits payment for the lab order to proceed with the diagnostic process.

7. Labcorp Order

  • Daryl (Admin) sends the Labcorp order to the patient via email, providing them with the necessary information for lab testing (Lab Form Email).

8. Review of Systems Notification

  • Daryl notifies Justin (Nurse Practitioner) by sending a Review of Systems (ROS) email, preparing for the next step of patient care.

9. Review of Systems (ROS) Meeting

  • The patient meets with Justin for a Review of Systems (ROS) before lab results are returned. This allows for an early review of the patient’s health and expectations.

10. Lab Results & Final Review

  • Once all necessary fields are completed (BW results, ROS meeting, HHQ completion), the lab results are returned to the patient and the coach.

11. Lab Results Sent

  • Daryl sends the lab results to both the patient and the coach, signaling that the patient is ready for the next step: a lab results review meeting.

12. Lab Review Scheduling

  • The coach contacts the patient to schedule a lab review session, where they will go over the results and discuss suitable program options.

13. Invoice Request

  • The coach submits an invoice request to the Admin Team (Jordan/Lindsey) via the designated form for processing the patient's program order.

14. Invoice Sent

  • The Admin Team sends the invoice to the patient, CC’ing the coach. The patient’s invoice URL is added to HubSpot notes for future reference.

15. Order Submission

  • After the invoice is paid, the Admin Team submits the patient’s order to the appropriate pharmacy.

16. Tracking Information

  • Daryl sends the tracking information for any medication or supplies to the patient and CCs the coach.

17. Unboxing Call

  • The coach schedules an unboxing call with the patient to verify the receipt of medications and confirm the usage instructions.

Provider Information

  • Dr. Russell – Head Doctor: Oversees care but does not typically meet with patients daily.
  • Justin – Physicians Assistant: Conducts televisits with patients, reviews the HHQ, and ensures patients meet Dr. Russell’s criteria for care.
  • Daryl (Admin): Manages lab orders, tracking information, and assists Justin by adding notes to patient files.
  • Jordan / Lindsey (Admin): Handle creating invoices, submitting orders, and providing tracking information when necessary.

Clarifications

  • Patient Autonomy & Pre-Authorization: Coaches guide the patient through program and lab review options. Major decisions, such as program changes, should be flagged for review by Justin. However, pre-authorization is only needed in special cases, such as for women wanting HRT injections, which require Dr. Russell’s approval.

  • Lab Panels & Pricing:

    • Standard Lab Panel: $399
    • Add-On Panel: $100
    • VIP Lab Panel: $799
    • Semaglutide (GLP-1): $199

  • Invoices & Profit Tracking: Coaches do not need to create physical records of costs and profits. They should track all invoices through the commission report. Each month, coaches are responsible for submitting their completed commission reports.

  • Tracking Information: Daryl is responsible for sending the tracking number to the patient and CCing the coach to ensure all parties are updated.

This detailed process ensures a smooth patient experience while maintaining clear communication and efficient handling of all administrative tasks. The roles of each team member are clearly defined, ensuring accountability and streamlined operations.