Standard Operating Procedure

Patient Enquiry and Contact Creation

Receptionist:

  • Receive Enquiry:

    • For phone calls or walk-ins, navigate to the Contacts tab in the CRM.

  • Create New Contact:

    • Click the New Contact button.

    • Enter all necessary patient details in the corresponding fields.

  • Assign Tags:

    • Select the newly created contact using the checkbox.

    • Assign a tag to indicate the contact source (e.g., "Call").

    • Add an action description for the tag based on clinic preferences.

Opportunity Management

Receptionist:

  • Move to the Opportunities Tab:

    • Switch to the Opportunity tab in the CRM.

  • View New Leads:

    • Newly created contacts will appear as a NEW LEAD under the DIRECT ENQUIRY pipeline

  • Update/Book Appointment:

    • Click on the opportunity (patient name) to update or book an appointment using the top-left button.

      Status Update:

      • Move the opportunity from the NEW LEAD stage to HOT or DISQUALIFIED as needed.

Day of Appointment

Receptionist:

  • Check Attendance:

    • On the appointment day, if the patient does not show up, move the opportunity to the NO SHOW stage.

    • If the patient shows up, move it to the SHOWED stage.

  • Automatic Pipeline Transition:

    • The opportunity will automatically move to the OPERATIONS pipeline.

Consultation Process

Doctor:

  • Access Patient Information:

    • Use the CONTACTS tab to search for and open the specific patient contact.If the patient shows up, move it to the SHOWED stage.

  • Update Client Details:

    • In the NOTES section, the doctor can:

      • Add tasks for other staff members.

      • Upload images or scanned documents of the patient. 

      • Update the next appointment date.

  • Document Recommendations:

    • Note whether the patient should be provided with supplements 

    • Ensure the next appointment date is mentioned, if not already updated. 

Notifications Management

Receptionist:

  • Check Notifications:

    • Monitor new appointment bookings, enquiry submissions, and message notifications under the NOTIFICATIONS button (bell icon on the top-right of the page).

  • Mobile App Access:

    • Receptionists can view all updates, messages, bookings, and enquiries through the mobile app as well.

  • Online Appointments:

    • Handle online appointment bookings under the appointment booking pipeline.