Patient Journey Overview
Complete visualization with workflow + communications touchpoints
7
Journey Stages
15+
Decision Points
24
Communication Touchpoints
12
Automated Messages
3
Systems (MW2.0, Luma, Nextech)
Communication Types:
SMS
Email
Phone Call
Automated (Luma/MW)
Teams:
Insurance Verification
Front Desk
Patient Success
Clinical
Journey Flow with Communications
New Leads
→
Verification
→
Verified
→
Created Initials
→
Fulfilled Initials
→
US Review
→
Procedure
→
End
Communications Map by Stage & Channel
Channel / Stage
New Leads
Verification
Verified
Created
Fulfilled
US Review
Procedure
📱 SMS
📧 Email
📞 Phone Call
🤖 Luma Auto
🔄 MW2.0 Auto
All Communication Touchpoints
📱 SMS
MW2.0
Coverage Info SMS
⏰ When copay ≤ $100
Sends coverage details via text message
📱 SMS
📞 + Call
MW2.0
Coverage Info + Call
⏰ When copay > $100
SMS with coverage details + follow-up call for high copay patients
🤖 Auto
MW2.0
Luma
Not Booked - Not Covered
⏰ Lead not covered, not booked
Automated workflow via MW2.0 & Luma for uncovered leads
🤖 Auto
MW2.0
Luma
Booked & Covered Confirmation
⏰ Lead covered & booked
Confirmation sequence via MW2.0 + Luma
📱 SMS
3-Day Appointment Reminder
⏰ 3 days before appointment
Text to confirm appointment - requires patient response
📞 Call
No Response Follow-up
⏰ Patient doesn't confirm via text
Phone call to confirm appointment if no SMS response
📧 Email
Patient Success Scheduling
⏰ Insurance talk needed
Email to Patient Success team to schedule insurance talk
🤖 Auto
Luma
Insurance Talks
⏰ Follow up when insurance talk needed
Automated Luma sequence for insurance discussions
🤖 Auto
MW2.0
Insurance Checks
⏰ Insurance Talk Needed
MW2.0 workflow for insurance verification checks
📞 Call
Concierge Introduction
⏰ After PA submission
Call to introduce ourselves as concierges, explain next steps (ASC contacting them, mail details)
🤖 Auto
Luma
Phone Appt F/U
⏰ 24hrs before appointment
Automated Luma reminder 24 hours before phone appointment
🤖 Auto
Luma
Conservative Therapy End
⏰ Patient ends conservative therapy
Luma message when conservative therapy period completes
🤖 Auto
Luma
Post US Review Clinic Visit
⏰ 45 mins after appointment
Automated follow-up via Luma after US review visit
🤖 Auto
MW2.0
Conservative Therapy Series
⏰ Conservative therapy starts
MW2.0 message series during conservative therapy period
New Leads
Initial lead capture and qualification
📥 Lead Entry
1
Lead enters system
New patient inquiry captured via website, phone, or referral
📱 Welcome SMS
2
Initial data collection
Basic patient information and insurance details gathered
3
Route to verification
Lead queued for insurance verification process
Communications at This Stage
📱 SMS
Welcome Message
⏰ When lead enters system
Initial welcome text introducing VIP Medical Group
Sent to Verification
Insurance verification and eligibility check process
🔎 Verification Process
1
Search patient in Clearwave
Look up patient in verification system
2
Fill out insurance verification script + Nextech
Complete verification documentation
3
Send to Post Verification
Route to next stage of process
⚠️ Missing Information
1
Update Medwork Status to Missing Information
Flag patient record for follow-up
2
Confirm correct insurance
Verify insurance details are accurate
3
Patient Access Outbound Call
Contact patient to gather missing info
📞 Outbound Call
Communications at This Stage
📞 Call
Patient Access Outbound Call
⏰ Missing information on file
Call patient to collect missing insurance/demographic information
Verified / Covered Leads
Patient coverage confirmed and appointment coordination
📞 Contact Patient
1
Contact patient confirming verification status
Inform patient of their insurance verification result
◇ Patient Covered?
Yes - Covered
Continue to coverage details
No - Not Covered
Call, text and cancel their appointment → End of Journey
📞 Cancel Call
📱 Cancel SMS
💰 Copay Communication
◇ Copay Amount
≤ $100
Send SMS with coverage info
📱 Coverage SMS
> $100
Send SMS with coverage info & call patient
📱 Coverage SMS
📞 Follow-up Call
High Deductible > $10,000
Special handling required
Communications at This Stage
📱 SMS
Coverage Info (Low Copay)
⏰ Copay ≤ $100
SMS with insurance coverage details
📱 SMS
📞 + Call
Coverage Info + Call (High Copay)
⏰ Copay > $100
SMS + follow-up call for high copay patients
🤖 Auto
MW2.0
Luma
Not Booked - Not Covered
⏰ Lead not covered, not booked
Automated workflow via MW2.0 & Luma
🤖 Auto
MW2.0
Luma
Booked & Covered Confirmation
⏰ Lead covered & booked
Confirmation via MW2.0 + Luma
Created Initials
Initial appointment scheduling and confirmation
📅 Appointment Confirmation
1
Book appointment
Schedule initial consultation
2
Confirm appointment 3 days in advance via text
Send SMS reminder to patient
📱 3-Day Reminder
◇ Patient Confirms?
Yes
Proceed to appointment
No Response
Call them to confirm
📞 Confirmation Call
🏥 Front Desk Check-In
1
Check history tab on Nextech
Review: Insurance card, ID, All intake forms signed, Secondary insurance
2
Front Desk checks patient
Find Nextech Profile, confirm DOB, mark patient as "in"
Communications at This Stage
📱 SMS
3-Day Appointment Reminder
⏰ 3 days before appointment
Text asking patient to confirm appointment
📞 Call
No Response Follow-up Call
⏰ Patient doesn't respond to text
Phone call to confirm appointment
Fulfilled Initials
Insurance talks and LOMN submission process
📞 Phone/Form Scheduling
1
Phone or form 12 weeks after initial
For 12-week conservative therapy patients
2
Phone or form 3 or 6 weeks after initial
For shorter conservative therapy patients
3
Schedule first procedure 6 weeks from LOMN
Book procedure after LOMN approval
📋 Insurance Talk Process
1
Email Patient Success to schedule insurance talk
Coordinate insurance discussion
📧 Internal Email
2
Create ClickUp profile with patient info
Doctor, insurance, benefits details
3
Concierge introduction call
Explain next steps, ASC contact, mail details
📞 Concierge Call
Communications at This Stage
📧 Email
Patient Success Scheduling
⏰ Insurance talk needed
Email to Patient Success to schedule insurance talk
📞 Call
Concierge Introduction
⏰ After PA submission
Introduce as concierge, explain ASC contact & mail details
🤖 Auto
Luma
Insurance Talks
⏰ Follow up when insurance talk needed
Automated Luma sequence
🤖 Auto
MW2.0
Insurance Checks
⏰ Insurance Talk Needed
MW2.0 workflow
🤖 Auto
Luma
Phone Appt F/U
⏰ 24hrs before appointment
Luma reminder
🤖 Auto
Luma
Conservative Therapy End
⏰ Patient ends conservative therapy
Luma message on therapy completion
US Review Fulfilled
Ultrasound review and conservative therapy decision
⚠️ Important Policy Notes
- We do NOT submit procedures for 12-week patients at the US Review
- We submit at the Conservative Mid appointment
- We do NOT schedule the phone or form until the conservative mid appointment
🩺 US Review Clinic Visit
1
Rescan veins if needed
2
Play patient's experience video
3
Sonographer presents history to doctor
4
Doctor reviews results (iPad: "What is Vein Disease")
5
Provide Pre-Procedure Kit
6
EMN Fill out
🧪 Conservative Therapy Decision
◇ Does patient need conservative therapy?
Yes - 12 Weeks
Schedule conservative mid (6 weeks) → Submit LOMN
Yes - 3/6 Weeks
Submit procedures LOMN
No
Submit procedures LOMN immediately
Communications at This Stage
🤖 Auto
Luma
Post US Review Clinic Visit
⏰ 45 mins after appointment
Automated Luma follow-up after US review
🤖 Auto
MW2.0
Conservative Therapy Series
⏰ Conservative therapy starts
MW2.0 message series during therapy period
Procedure Fulfilled
Procedure completion and follow-up
🏁 Procedure Completion
1
Procedure performed
Vein treatment completed
2
Post-procedure instructions
Aftercare guidance provided
📱 Post-Procedure SMS
3
Schedule follow-up
Book post-procedure check
Communications at This Stage
📱 SMS
Post-Procedure Instructions
⏰ After procedure completion
Aftercare instructions and next steps
🤖 Auto
Luma
Post-Procedure Follow-up
⏰ Scheduled after procedure
Automated Luma follow-up sequence