Get every new member ready before their first visit

The situation

The window between a patient deciding to join and their first visit is small, and it sets the tone. A smooth start says this practice has it together. Forms handed over in the waiting room and confusion about how to message you say the opposite, right when it matters most.

Each step is usually handled well by whoever owns it. Billing setup happens in one place, portal or messaging access in another, intake forms and scheduling somewhere else. What is missing is one view of the whole sequence for each new member, so one piece, say the portal invitation, quietly never goes out while everything else moves on.

Steps

1. Define the sequence once as a task template Create an onboarding template in Task Settings, under Templates, with a clinic Tag such as Intake and a Description that is a checklist: welcome message, billing setup, portal or messaging access, intake forms and history, and first visit scheduled. Every new member then gets the same sequence, whoever handles their sign-up.
2. Start it the day they sign up Create a Task from the template, confirm Patient, and choose one teammate in Assigned to who owns the whole sequence. Set Due on for the date it should all be done, ahead of the first visit. Aim for that visit within one to two weeks of sign-up, while the decision to join is fresh.
3. Give each step its owner and timing Type @ and a teammate's name inside each checklist item they own, and write the timing into the item: the welcome the same day or next business day, portal or messaging access within a few days, and intake forms sent early enough to be finished before the visit.
4. Check items off as they happen Tick each item when it is done, and add a comment when something is stuck, such as forms not returned. Anyone who opens the Task sees what is done and what is outstanding, without checking billing, the portal and the calendar separately.
5. Review open onboarding before each first visit Save a filter for the onboarding Tag with Status set to To do, and check it before each first visit. Chase any open item so the provider reviews forms and history ahead of the visit, and mark the Task Done only when every item is checked.

The outcome

Every new member gets the same start, whoever handled their sign-up. Each step has an owner and a time, progress shows in one place, and forms are in before the visit, so the first weeks feel like the start of a well-run relationship instead of a scramble to catch up.

In a course

• Membership Operations