1. Gathering Patient Information

During the pre-admissions process, Admissions Staff gather and document critical patient information to determine program fit, complete pre-screenings, and ensure accurate record creation for downstream workflows in the CRM and EMR.

Workflow 1: Completing Patient Demographics 

Admissions Staff should navigate to the Patient Information tab within the patient record to enter or update fields during or after initial intake conversations. 

1. Use the Global Search Bar to find the desired patient record.
2. The patient record contains all information about the patient, including the following fields:
   
   • Employer Information: Required if the patient will need to use an Employee Assistance Program (EAP) or Short Term Disability (STD) to receive treatment.
   • Race and Ethnicity
   • Patient Gender, Identifies As, and Pronouns
   • Marital Status
   • Preferred language
   • Method of Payment

Best Practice: To optimize data integrity and seamless integration, it is best practice to maintain a one-to-one correspondence between field types in the CRM and EMR systems (e.g., Method of Payment).

Super User Tip: Use the 👁️ Visibility Controller to customize, rename, or require specific fields for your workflow.

Workflow 1A: Managing Files and Uploads

Admissions Staff can upload important files such as medical history, vaccination records, or insurance cards directly to the patient record.

Best Practice:Upload all necessary documents during the admissions process, as these will transfer to the EMR when the treatment opportunity is converted.

1. Navigate to the Patient Record and select Manage Files.
   
2. In the Manage Uploads view, click on the indicated area to select the necessary file, or drag and drop it into the box.

3. You can also access the management files window by selecting the ellipsis icon at the top of the menu bar within the patient record. Then choose Manage Uploads.

4. Additionally, you can access files from the Treatment Opportunity Pipeline by clicking on CRM > Admissions Management > Pipeline.
5. Select the Patient Record, and choose the Action Menu.
6. Then select Manage Uploads.

Workflow 1B: SMS Communication (Twilio Integration)

The SMS feature allows Admissions Staff to communicate directly with patients via text message. You must have an active Twillo account to use this feature and the patient's phone must be set to Mobile and the Ok to SMS must be set to Yes. 

The SMS feature only supports small image files like pictures and insurance cards. Larger files and PDFs cannot be sent via SMS.

Workflow 2: Managing Patient Address Types

The CRM supports three address types: Billing, Mailing, and Physical. This flexibility helps document scenarios where the patient’s living, billing, or mailing situations differ (e.g., sober living or a parent’s home).

Address Type	Description
Billing	Used for insurance claims and invoices. Transfers to EMR by default.
Mailing	Where patients (or designated representatives) receive letters, appointment reminders, bills, etc.
Physical	Where the patient is currently living.

🛠️ Super User Tip: Adjust the Default Address Type (typically set to Billing) and the default address sent to the EMR (using the Current Patient Address Type to EMR setting) under CRM → Admin → Configurations.

Workflow 3: Creating Patient Contacts

Admissions Staff should collect at least the First Name and Last Name for each contact. Super Users can make additional fields required using the Visibility Controller. 

• Use the Copy Address from List button if the contact shares the patient’s address.

  

• Toggle First Contact to Yes for the primary emergency contact. Only one contact can hold this status.

Best Practice: Maintain alignment between Contact Relationships and Contact Types in CRM and EMR to ensure a smooth transfer of contact data.

Workflow 4: Capturing Insurance and Payment Method

The Method of Payment field should reflect how the patient intends to pay (e.g., Self-Pay, Insurance, EAP).

Super User Tip: Customize available payment methods via Admin → Customize Lists. It's best practice to maintain a one-to-one correspondence between field types in the CRM and EMR systems. 

If using Insurance:

1. Add an entry in the Insurance List on the patient record.
2. Complete:
   1. Insurance Type (Primary, Secondary, Tertiary, etc.)
      1. If no insurance type is selected, the system will auto-assign: Primary to the first record, Secondary to the second, Tertiary to the third, and Other to any additional entries.
   2. Payor Name
   3. Member ID
   4. Relationship to Subscriber
   5. Effective Date (recommended after VOB)
      1. While not required initially, adding the Effective Date after benefits verification is strongly recommended, as it helps the system identify the most current and active insurance record.

Best Practice: Complete all fields thoroughly and keep field names consistent across CRM and EMR for seamless integration.