Notifications for Lead Management and Client Onboarding

Notifications for Lead Management and Client Onboarding

Lead to Onboarding Workflow

Organisations regularly receive new client leads and it is important that the proper team is notified at the appropriate stage of the lead nurture and client onboarding process so they can follow up on and complete the appropriate steps. Timely response and processing of your lead enquiries, and an efficient quoting process helps to win clients and shows your organisations efficiency and attentiveness to the clients needs. 

The management portal allows users can create profiles for the pre-qualified leads, or they may be created by your sales and marketing system via API. The steps are similar to creating a new client, users just need to make sure the the appropriate Client Status is selected before saved. Once a lead has been created, notifications will be sent out; dependent on the notification settings that best suit the Organisation. The typical workflow is summarised in the diagram below:



 
When an organisation gets a new client lead, they create a profile for that lead and get all the necessary information to be able to contact this lead. A Customer Service Officer will reach out to them and answer their questions, help qualify their need and a Coordinator will follow up to discuss options with the person and produce a quote. The following list is part of the client onboarding:
    1. a client lead's detailed profile
    2. list of contacts and connections
    3. list of allergies and special dietary requirements (if any)
    4. emergency plans
    5. goals, conditions and treatment plans
    6. notes and forms such as the home safety assessment 
The next step will be to prepare a quote and complete the client profile details, send the quote to the lead and discuss any details or questions or prepare an assessment for that lead. Note that these assessments might vary depending on HCP, NDIS, CHSP clients

If the client indicates they are happy with the quote, the Coordinator produces the Contract which they get the client to sign up. Once the client has signed and accepted the contract, it is needed to complete additional intake requirements including assessments, reviews, checklists and service detail setup
 

Notification Triggers and Common Configurations

Notifications can be set up on the New Management Portal: https://newportal.carevision.com/. It shows that when certain conditions are met or when certain actions are taken, a notification will be triggered to be sent out to a certain group of people in a certain way. If a notification needs to be sent to multiple groups or in multiple ways (Email, App, and Newsfeed), users can create multiple records of Notification Triggers.

Key Terms

  1. Notification Trigger Name:
    1. Name / Summary of the notification, usually including the key subject and the key event / action taken. For example, a notification could be "Juliet Capulet has accepted the quote".
  2. Notification Trigger:
    1. Shows as on the Notification Settings window. It shows that when certain conditions are met or when certain actions are taken, a notification will be triggered to be sent out.
  3. Channel: Where the notifications are sent out to the selected recipients, including Email, App Notification, and News Feed
    1. Email - this sends an email message to the recipient’s email address
    2. App Notification - this sends a push notification to the recipient’s mobile device
    3. Newsfeed - this creates an entry on the user’s CareVision account in both mobile and web portal
  4. Notification Recipients: - This is the person or group of users that will receive the notification. We have 3 types of recipients:
    1. Recipient Groups - these are recipients that can be assigned by the organizations in the settings page. Users can only choose a Recipient Group after selecting the Channel. Some of the available recipient groups are: Named Users, Target List, Client Case Manager, etc. More details will be explained in the below sub-section.
    2. Default recipients - these are custom recipients that will be hardcoded within the code that can be enabled/disabled in the settings page by the organizations. This can follow multiple criteria and complicated logics. However, organizations won't have the ability to change the criteria. They can only enable or disable it.
    3. Required Recipients - these are the list of recipients that are hardcoded within the code and can also follow complicated logics. However, this can't be disabled by the organization and the notification will always be sent to the recipient no matter what the settings is.
  5. Recipient:
    1. Person or people who are selected to receive the notifications. Users can only choose Recipients after selecting the Recipient Group.
  6. Title:
    1. The title of the notification appear on recipients' end.
  7. Content:
    1. The field shows up when App or News Feed is selected as the channel, and it allows users to edit the content of the notifications.
  8. Other Recipient:
    1. The field shows up when Email is selected as the channel, and it allows users to add extra recipients (email addresses)  to receive the notification emails. The email addresses entered here are to be separated by a comma.
  9. Merge Tags:
    1. This is a list of variables or placeholders that can be placed into the subject, title or body of the message to personalize the notification or to include some related information into the message. Each notification trigger has its own custom set of merge variables (eg. firstname, lastname, etc). Merge variables should be enclosed in double curly braces (eg. {{firstname}}) and it will be automatically replaced by the actual value once the notification is sent. More details will be explained in the below sub-section.

Recipient Group Types

There is a corresponding recipient types for each notification channel that you select, here's a list of what is currently available in the system and an explanation of how they work:
  • Named User
    • With this option you can select any specific person from your registered users for the notification to be sent to. Useful when there is just a few specific people responsible for responding to the notification. 
  • Target List
    • Use the Target Lists module to build a dynamic segmented list of system users that meet certain criteria at the time the notification is triggered. 
  • Client Case Manager 
    • If a trigger is related to a client in some way, you can choose to send the notification to that clients active case manager as per their care / support plan. 
  • Security Roles 
    • Use security roles if you want to send out a bulk update to a large group of staff based on their core security role. 
  • Departments 
    • Use this security role to send out a bulk update to all staff in a certain department at the time of the trigger.
  • Job Titles 
    • Use this security role to send out a bulk update to all staff in a certain job titles at the time of the trigger.
  • Affected Users 
    • This is a default for all triggers, the users affected by or related to the record that initiated the trigger for the notification, i.e. created by, modified by, about user, attendees, allocated etc. 
 If you think of another type of recipient you would like to be able to configure notifications for please get in contact with us.

Merge Tags

This is a list of variables or placeholders that can be placed into the subject, title or body of the message to personalize the notification or to include some related information into the message. Each notification trigger has its own custom set of merge variables (eg. firstname, lastname, etc). Merge variables should be enclosed in double curly braces (eg. {{firstname}}) and it will be automatically replaced by the actual value once the notification is sent.

For example, if I would like to notify both clients, Juliet Capulet and Romeo Montague, you can write the title of the notification as {{ClientName}} has accepted the quote and select the 2 clients as Notification Recipients. By doing this, Juliet will receive the notification: Juliet Capulet has accepted the quote, while Romeo will receive Romeo Montague has accepted the quote.

  1. {{firstname}} - First name of user
  2. {{AllocatedUserId}} - Allocated user ID
  3. {{subject}} - New booking or Cancelled Booking
  4. {{BookingID}} - Unique Booking ID for every booking
  5. {{CareOrgName}} - The organisation name
  6. {{BookingName}} - Name of the event
  7. {{ClientName}} - Client full name
  8. {{ClientPhone}} - Client phone number
  9. {{ClientMobile}} - Client mobile number
  10. {{AddressDescription}} - The description of client address
  11. {{Allergies}} - Client allergies
  12. {{Likes}} - Client likes
  13. {{Dislikes}} - Client dislikes
  14. {{Important Notes}} - Important notes on client profile
  15. ...

Example of Notification Triggers and Description of Use


Trigger Name
Description of use 

IF Quote Meets Quote Clinical Review Requirement

CareVision Quote Status Accepted
This will trigger the activation of the CareVision Client, it will also populate their profile with the detail of the quote i.e. funding sources, fees, recurring service plan, one off services.

If this is a subsequent quote for the client the client profile will be updated with the details of the quote including ending existing funding, fees or services and adding new ones
First Quote Accepted for a Client 
This will update the client status to Onboarding or Active. Email client to welcome client, Notify Scheduling, Notify Finance
Subsequent Acceptance of Quote for a Client

Notification Trigger for a Quote that Sales Consultant Create Clinical Review Service for Allocation to a RN

CareVsion Quote Status Rejected or Archived 
If this is the first quote for the client the status of the client become Did not become a client.

If this is a subsequent quote for a client the client status will not change automatically. 

Using the available triggers detailed in the table above, organisations can tailor the workflows and notifications based on their preferences. Below are some examples of common notification configurations to facilitate lead management and client onboarding: 

CareVision Quote Status: Accepted or Rejected
Example / Purpose
Trigger Used
Channel
Audience Selected
Title
Title with Merge Tags
Client signs and accepts Quote
Quote Acceptance
Email
Security Role:
[circle] PatientAdmin
[circle] Super Admin
[organisation] CareOrgAdmin[organisation] Coordinator (Admin)
[organisation] Super Admin

Client [First Name] [Last Name] accepted the quote.


A Quote status is updated om CareVision via Verbal Agreement for client
Quote Status Updated - Verbal Agreement
News Feed
Same as above


Client rejects Quote
Quote Rejected
App
Same as above




Set Up Steps

1. login on the new Management Portal: https://newportal.carevision.com/.
2. Navigate to Settings and click on Notifications Settings.

3. Edit Notification Name.


4. Enable the notification.


5. Select a suitable channel to send notifications on.


6. Select the Recipient Type.


7. Select the Recipients.


8. Edit the title with merge tags.


9. Add Other Recipient as the item is sent via Email. If via App or Newsfeed, both inside CareVision, no other external users can be added, and the Other Recipient field becomes a Content field.


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