Implementation Call Workflow

Step 0: Precall prep

• Schedule an email reminder to the office an hour before the meeting reminding them of the meeting and providing them the link to the meet. 
  • To schedule an email be sent out when you want it, you would compose the email and provide the office with the meeting link inside that email. It should look something like the below template. 

• • Once you have the email created and ready to send, click the little down around to the right of the "send" button and schedule the time you want the message sent that way. 
• Try and get a copy of their form before the meeting if possible (sometimes the AE has it or Lara) so we can digitize prior to onboarding call, if we can’t thats okay but its preferred. 
• Get the following precall info ready for the call 
  • POC: 
  • POC Email:
  • Office Name: 
  • Office Number: 
  • Office Website Link: 
  • Notes: 

Step 1: Make sure their user is setup

• Introduce yourself as a practice advisor, explain that you are their main point of contact to touch base with, and what we are going to be doing on the call 
  • We will walk through onboarding and ensure your PMS and Stratus are integrated. 
  • We will go over the dashboard and different kinds of verifications and even our priority verification mode. 
  • Then we will have the office submit some verifications to get the ball rolling if the form has been completed already, if it is not completed, then check before submitting anything to see if they are okay with the default breakdown form before submission. 
• Start going over the log in and setup process 
  • They should have gotten an email from Thomas to use to log in and create their password 
  • Have them walk through those setup steps because it will get them into Stratus and access to verify moving forward 

Step 2: Verify log into Stratus and info

• Once the office has been able to log in, let them know we are going to walk through some steps real quick to get their account up to speed for verification purposes. 
• Once you have the office in question pulled up in the Stratus Admin portal, share your screen so the office can see their account information (such as users, NPI, Tax ID) and make sure that is all correct.  
• NOTE: One thing to note about NPIs is one office can have more then one, even if they still only have one doctor to make sure to double check the NPIs
• Once you have the information correct and verified, you would want to ensure that is saved. Once saved, its time to move onto the integration process. 

Step 3: Setup/Ensure Integration is working or walk through adding patients

• First, verify and ask them about their integration and what PMS they use, that lets us know if we integrate or not, and how long their sync cycle takes to refresh. 
• If we do need integration, we need to verify they have access to the server to set that up, ask if they have access to their server or if they prefer you call an IT person they might work with. 
  • If they have access to the server and want to move forward, refer to the below steps. 
• Make sure if they are integrated that the integration is working and syncing 
  • Follow these steps to setup integration: 
    • Go to Stratus —> Click Settings wheel on left side —> You should see “Integration” —> choose the PMS we are setting up with and click generate —> copy and paste that link into the server browser and hit enter —> Click “Connect” —> Next —> Download —> waiting on installer —> click download folder and run/click on file.  
  • Check to see if the total patient number pulled sounds correct or not 
• If they are manual entry, walk them through entering in their patients manually.

Step 4:Walk them through submitting a verification

• How is your verification workflow? Figure out how they regularly submit verifications and things 
• Explain the different in basic vs in depth breakdown 

  • Basic reports 

    • If the patient has a smaller insurance or more complex insurance or if there is any missing info, the basic verification can sometimes come back unavailable and if it does, that is when we suggest a full breakdown is suggested if you get an unavailable status. 
      • Reasons for it coming back unavailable: 
        • Missing information 
        • incorrect information 
        • smaller insurance company/not covered INS 

• • • NOTE: If the basic form comes back unavailable, we are working on getting a reason field for why it came back with that status 

  • Full Breakdown 

    • This will do a full breakdown of the form we went over and that will provide a more in depth breakdown of coverages. 
  • Show how to submit full break downs 
  • Show them the calendar and batch submit  
    • When batch submitting make sure you deselect the verified patients already 
    • also, MAKE SURE THEY ARE AWARE BATCH SUBMITS ARE ONLY IN DEPTH VERIFICATIONS. 
  • Have the office submit a couple of breakdowns for their patients and have them drive for a second to ensure they are comfortable with the process. 
• Show them what the form builder looks like and what the form will look like for example. 
• Show them the verification dashboard and go over the status’s 
  • Verified:  This means we have verified the patients insurance information. 
  • Action Required: usually when information is missing or incorrect and we are able to provide a partial verification due to the lack of information. 
  • In Progress: In progress, being worked on, pending. 
  • Inactive: This means the patient is inactive and we are not wanting to verify nothing. 
  • Not Covered: This status means that the patient isn't covered under the ins they are verifying for.  
  • Failed: We see this when we are not able to verify anything at all, whether the insurance provided was wrong or patient info is wrong. 
• Go over their usage and allotment and how to view that
  • Explain that the usage view is only if they are wondering how many their are over/under by, it shows both basic and full verifications. 

Step 5: Advise them on Support and reaching out to 

• Show them where to click the chat bubble and how to reach out 
• “Someone is always keeping an eye on our inbound requests so you should get a response in a timely manner” 
• "If you have any questions please reach out because we are happy to help and only one click or call away" 

Step 6: Post Call

• Send a follow up email with a copy of the form that’s built out and make sure it looks correct according to the office and what they want to be verifying. 
• Make sure Hubspot has the correct information saved as the account info, upload a copy of their old verification form to their Hubspot account to ensure we have that for reference.