2. Creating Treatment Opportunities

During the admissions process, team members play a crucial role in welcoming new prospects and fielding referral calls. A Treatment Opportunity is created when a new lead is identified, allowing the admissions team to determine if the facility is a suitable match and begin tracking the individual’s journey through the pre-admissions process. 

Whether it’s a brand-new inquiry or a returning patient, treatment opportunities serve as the central record for managing all pre-admission activity in the CRM.

What is a Treatment Opportunity?

A Treatment Opportunity is the key to managing a potential patient’s journey before admission. It helps admissions staff:

• Track the status of the opportunity (e.g., Gathering Info, Assessment Scheduled, etc.)
• Document referral sources and marketing attribution
• Assign a Care Coordinator to manage the opportunity
• Capture clinical interest and program fit

Best Practice: Set default values like Opportunity Status to streamline early intake processes. Super Users can configure these under Tenant Configurations.

Workflow 1: Creating a Treatment Opportunity from the Prospect Record

After an existing patient record is found or a new record is created, the admissions staff can create a new treatment opportunity. To learn how to create a treatment opportunity, click here.

1. Use the search bar to locate the desired patient and click on the correct record in the drop-down to open it.
   1. Important: If the user who creates the treatment opportunity has the care coordinator role added to their profile, they will be the default care coordinator. Users can also manually modify/assign treatment opportunities to other care coordinators.
2. Once you're in the record, select Treatment Opportunities in the navigation panel.
3. Select Add Treatment Opportunity.
   1. Note: The admissions staff will ask what the patient is currently seeking treatment for and what treatments they are interested in.
4. The treatment opportunity modal will appear. Best Practice: Accurately documenting referral and treatment interest data helps with reporting, marketing attribution, and tailoring care for the client.
   • Opportunity Status: Tracks where the patient is in the pre-admission journey. Super Users can set a default Opportunity Status to be prefilled under Tenant Configurations for this early stage in the process. (E.g. Gathering Information or New Inquiry)
   • Care Coordinator: The admissions staff member who is credited for the completion of the treatment opportunity, as well as managing and coordinating the pre-admission process in the CRM. 
   • Seeking Treatment For: Used to record the specific mental health or substance use issues the client is experiencing. This information helps providers understand the client's needs and whether their services would be a good fit. It also allows the facility to ensure that their marketing and BD efforts are reaching the intended audience.
   • Interested In: Used to record the specific services or treatments that a client is seeking. Helps providers match the client with the most appropriate care options.
   • Proposed Facility/Location: The potential facility/location where the client will be admitted.

5. Accurately attribute the referred through type to track the origin of the lead.

   • Important: This information is important for reporting and future business development efforts. It will also appear on the Kipu EMR Facesheet, allowing admission staff further visibility.
6. Select Save Changes to create the treatment opportunity.
7. You can now add Insurance records, Assessments, or Communication Logs directly from this opportunity. If an active insurance, communication log, or assessment already exists, the admissions staff can also relate these records to the current treatment opportunity. 

Workflow 2: Creating Treatment Opportunities from the Call Queue

When using a call tracking integration (e.g., Call Tracking Metrics or CallRail), your admissions team can streamline the intake process by creating Treatment Opportunities directly from the Call Queue. This workflow ensures faster data capture and better record organization. 

There must be a record associated with the phone number or contact to create a treatment opportunity from the call queue pipeline. 

1. Select the CRM Dropdown > Admissions Management > Queues > Call Request Queue.
2. When an incoming call is received through the integrated call tracking system, the caller’s basic information—first name, last name, and phone number—will automatically populate in the Call Queue.
3. Select the ID of the primary caller.
   
4. Admissions staff should review the Call Queue entry to determine whether the phone number is already linked to an existing record. This includes patient records, contact records, and referral records. 
   1. Tip: Multiple records may share the same phone number—for example, when callers use a shared line from a facility—so it's important to verify using both the number and the name.
5. Before proceeding, confirm that the call queue entry is linked to an existing record with the Record Type set to Patient and the Associated column marked Yes. The column will also turn yellow to confirm the association.
6. Select the menu icon in the Actions column.
7. Choose Add/Edit Treatment Opportunity.
   
8. Complete the treatment opportunity details and select Save Changes.
   

Best Practice: Regularly dispositioning all Call Queue records—especially those that are unqualified or do not result in a Treatment Opportunity—keeps your queue organized and helps improve accuracy in reporting.

Workflow 3: Creating Treatment Opportunities from the Form Queue

When integrated with third-party tools like Gravity Forms or FormStack, your CRM can automatically capture form submissions and display them in the Form Queue. This workflow allows your admissions team to efficiently manage and follow up with form-based inquiries.

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1. Navigate to CRM > Admission Management > Queues > Form Queue.
   
2. Select your desired Form Queue record.
   
3. The system will attempt to match the form submission to existing prospect records based on the full name and date of birth. If a match is found, it will be displayed for the admissions team to review.
   • Tip: If no matches are shown, use the search field to manually look up potential existing records before creating a new one.

If the patient already exists:

For existing patient records, treatment opportunities cannot be created directly from a form queue record. The form queue record modal will present all possible matching pre-existing records based on full name and/or date of birth.

1. Select Existing Client as the disposition.
2. Associate the form queue entry with the correct patient record by clicking Select and then choosing Save Changes.
3. Then, navigate to the patient record and manually create a new Treatment Opportunity following Workflow #1.

If the patient is new:

1. Click New Patient.
2. The CRM will automatically apply Prospect Added as the disposition.
3. A new patient record and a Treatment Opportunity will be automatically created.
4. Complete as many details as possible and select Save Changes.
5. The Opportunity status will default to New Inquiry from Form Queue.
6. Click on the Treatment Opportunity. For a step-by-step guide on creating the treatment opportunity, click here.
7. The Referred Through field will either display the associated marketing event (if linked) or Contact Form as the default.