An addiction treatment admission moves fast: a call comes in, insurance gets checked, a level of care is picked, and the patient is admitted into the EMR. We set up Salesforce as your treatment center CRM, so each of those steps happens on one record, and so you can see which calls, campaigns and referral partners turn into admits.
900+ integrations completed · Salesforce partner · We sign BAAs
Sound familiar?
The admissions team is working hard. The systems around it are not connected.
A caller reaches admissions and the rep cannot see if they called before, which ad they came from, or who referred them.
The verification request goes out, the answer comes back in an inbox, and nobody on the team knows which patients are still pending.
Admissions picks detox or residential in one place, and someone types it again into the EMR.
BD reps cannot show a partner which referrals admitted, because admit data does not come back to the CRM.
Play the admissions game
Five calls, one person looking for treatment. Every right move brings them a step closer to your bed. One wrong move and they go to another treatment center, and they do not pick up when you call back.
Call 1 of 5 · Missed call
Someone calls at 11:40 pm looking for treatment. Every rep is on another line, so the call rings out.
What do you do?
What we build
Click through each step to see what we build in Salesforce for a treatment center.
Step 1 · Call
Inquiries come in by phone, form, chat and text. If the call is not on the record with its source, admissions starts every conversation from zero.
What we build
Who it helps
The call, the VOB status, the level of care and the Send to EMR button on one record.
Referral partners ranked by admits, overdue tasks and a map of active referral accounts.
Inquiries to admits by channel, and admits or assessments sent back to Google Ads as offline conversions.
Who discharged, who is due for a call, and which alumni came back.
Admits and discharges by facility and level of care, and admissions KPIs by rep.
CRM automation
The steps your admissions team should not have to remember. Each one is from a treatment center build in Salesforce.
Leads created automatically from CallTrackingMetrics calls, with the lead source set by automation.
Missed call email alerts, and flags on the leads that still need a callback.
The VOB request emailed to your verification team, a summary posted to Microsoft Teams, and an email when the status changes.
Required fields checked when a patient moves to scheduled for admission or detox, and an email alert to the team.
A daily email of records that did not match or failed to send to Kipu, so they get fixed.
When the discharge date comes back from Kipu, alumni tasks are created and the outreach team is alerted.
Admits and assessments sent to Google Ads as offline conversions, with an alert email when an upload fails.
Outreach
Marketing, business development and alumni outreach work from the same records as admissions, so every outreach team can see what turned into an admit.
Inquiries to admits by channel and campaign, so spend goes to the sources that fill beds.
Partner accounts with type, referral volume tier and relationship status, ranked by admits, with overdue BD tasks and a map of active referral accounts.
Templates for referral partners and events, sent to lists of contacts from Salesforce.
An alumni dashboard, engagement tracked on the record, and event emails sent from Salesforce.
KPIs
26 admissions KPIs in six sections, from the first call to discharge. Each one is shown per rep, per shift and per day of week, from your CRM fields, your call data and admit and discharge data from Kipu or Sunwave.
Leads that reach an insurance verification, by rep, to separate lead quality from rep performance.
Leads that become Good for Placement: financially approved.
Leads that reach Ready for Placement (financially and clinically approved), by rep, shift and day of week.
Compared with each rep's own historical average, channel by channel, such as community relations or Google Ads.
Split by lead type such as web forms, by lead age, by disposition and by whether the lead ever answered.
Rates for every disposition, such as referred to SAMHSA, Not Relevant, Closed or no insurance card, against peers.
Why reps mark leads Not Relevant, to check that dispositions are used the right way.
Which reps run enough insurance verifications, and which policies come back approved.
Accepted VOBs followed through to admission, the step before Ready for Placement to bed.
VOB to Good for Placement ratio by zip code, to guide where paid search spends.
The share of admits that are self-pay, to find strong self-pay closers and coach the rest of the team.
NCC raised per month by rep, excluding self-pays, for collections by agent.
Ready for Placement (financially and clinically approved) to in bed: the true success rate by rep, day and shift.
Days from lead to admit, to show follow-up discipline on people who take longer to admit.
Checks that dispositions on opportunities are used the right way.
Flights cancelled out of flights booked, by rep, shift and day of week.
Weak-close reasons, such as no show or no contact made, against other reasons, such as insurance not approved.
How each flight was funded, from a field on the opportunity.
Average talk time on admits, set next to AMA and flight cancellation rates.
Patients who left against medical advice, counted against the rep who admitted them.
Medical discharges per rep, with whether clinical fit was reviewed before admission.
Talk time from the phone system, with reps compared with each other.
Dials counted once per phone number, with no double counting.
Calls and leads where the rep captured an email address.
Leads with a second phone number on file, so follow-up has a way through.
Leads with the "Approved to SMS" opt-in field set before any text goes out.
The real thing
Screenshots from a treatment center client, with every name, date of birth and record number replaced.
The real thing
We work with TrussCharts (trusscharts.com), our sister company, to build dashboards on the data we connect. Client names and locations are replaced.
Calls in queue right now, across the top. Missed calls, admits, and arrivals today. Leads to opportunities to admits, and calls by hour. (client dashboard, names replaced)
Admits and cost per admit by week. Cost per admit for qualified opportunities. Outbound referrals from PPC leads, tracked too. (client dashboard, names replaced)
Systems we connect
EMR: send patients and assessments, sync admit and discharge dates back
EMR: send patients from the Salesforce record
Financial platform: send the patient, keep fields in sync, and open the patient file from Salesforce with single sign-on
Billing: insurance payment data reconciled on the patient in Salesforce
Payments on the opportunity, with status and history in Salesforce
Insurance verification results on the lead
Calls, texts and recordings on the lead, with the source attached
Campaign data on the lead, and admits sent back as offline conversions
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How it works
Tell us about your admissions process. We walk one call from first ring to admit, give you honest advice, and there is no obligation.
Priced by project, not by the hour. You approve the scope and the quote before we start.
Built and tested in a Salesforce sandbox, with a field mapping document you keep.
Training for your team, full documentation, ownership of the code, and support after go-live.
On a free call we follow one patient from first call to admit and show you every place a patient or a piece of data falls through.
The behavioral health page covers addiction treatment and mental health centers together. This page is about addiction treatment admissions: calls, VOB, level of care, the EMR handoff and referral partners.
Yes. We sign a BAA, limit each system to the access it needs and store credentials encrypted.
Every inquiry with its source, the VOB status, the facility and level of care, the handoff to the EMR, and the admit and discharge dates that come back. The KPIs on this page, from inquiries to admits to qualified VOB to bed, are built from those fields.
Yes. Each referral partner is an account with its contacts, every referral is tied to the patient, and reports rank partners by admits. Outbound referrals are tracked too, when a patient is referred to another program.
Salesforce keeps admissions, referral partner outreach, marketing and alumni on the same records, which is what outreach reporting needs. We also build treatment center admissions in Zoho CRM, so on a free call we tell you honestly which one fits your team.
Kipu and Sunwave for the EMR, HiLite, CollaborateMD and Stripe for the financial side, VerifyTX for insurance verification and CallTrackingMetrics for calls and texts.
Yes. We can clean up the data, add the missing integrations and rebuild the reports in the org you have.
900+ integrations completed, including the Kipu, Sunwave, HiLite, CollaborateMD and VerifyTX work on this page.
