How leads automatically move through intake stages in the CRM


The CRM is designed to guide every new inquiry all the way through onboarding and into services with minimal manual work. Leads automatically move from one stage to the next as required steps are completed.


This article explains what each stage means and what actions your team may need to take.


Stage 1 - Inquiry


A new lead has just been added to the system and intake has not started yet.


Actions:

  • Double-check info (DOB, contact, insurance, etc.)

  • Ensure all required intake forms are assigned

  • Send a welcome email if it has not already been sent


When the family uploads any intake document, the CRM automatically moves the lead to Docs Pending.


 Stage 2 - Docs Pending


The family is currently working on intake documents.

  • Progress indicators showing how many forms are complete

  • Upload link information and access codes

Action:

  • Monitor progress each day

  • Send automated or manual reminders when needed

  • Offer support if the family is stuck


Once all required documents are completed -> CRM advances the lead to VOB Pending.



Stage 3 - VOB Pending (Verification of Benefits)


Insurance coverage and session eligibility must be confirmed.

  • Creates VOB request in Therapypms

  • Alerts Insurance Team to begin verification

  • Watches and updates VOB status in real time

Automatic workflow
When VOB is marked Completed -> Lead moves to GFE stage.


 Stage 4 - GFE (Good Faith Estimate)


A cost estimate must be reviewed and signed before treatment begins.


Automated system actions

  • Generates the GFE in app.therapypms.com

  • Sends secure account setup link to the family

  • Lead can sign the estimate electronically

Automatic workflow
Once both signatures are completed -> Lead progresses to AUTH.


 Stage 5 - AUTH (Authorization)


Insurance authorization is needed before services can be scheduled.

  • Submits authorization request to insurer

  • Tracks status and updates in CRM automatically

Status types

  • Open: request submitted

  • In Progress: under review

  • Approved: cleared for scheduling

  • Denied: follow-up required

Automatic workflow
When Authorization is Approved -> Lead moves into Scheduled.


Stage 6 - Scheduled


The Client is ready to begin services.


Actions

  • Book first appointment

  • Send appointment confirmation

  • Prepare for upcoming session needs

Stage 7 - Feedback


The first appointment has happened, now it’s time to check in.


Actions:

  • Reach out and ensure everything went well

  • Send feedback survey or follow-up message

  • Capture information that can improve engagement