PsychBright Health
GHL New Patient Intake Pipeline — Final
Auto action
VA action required
New
Won
Lost

Pipeline Flow

Website Form
Psychology Today
STAGE 01
Inquiry
Auto-created — no owner yet
Auto: opportunity + contact created in GHL. Demographic intake form sent immediately.
Website: preferred contact method  |  Psychology Today: email only. Date stamped.
24h reminder — if no submission, reminder sent by source. Website = preferred contact method / Psychology Today = email only New
Auto: 48h no response → moves to Stage 02 (Follow Up Required) + internal VA alert
Submits form
STAGE 03
Intake Form Submitted
Direct — no VA involvement initially
VA claims record within 2–4 business hours. Takes ownership via Owner field.
VA reviews form. If insurance submitted → marks Insurance Received = Yes and advances. If missing → collects before advancing.
⚠
Insurance Received = Yes required before moving to Stage 04. Field visible on opportunity card.
24h internal task — if Insurance Received = No after 24h → task fires to VA Owner New
No reply 48h
STAGE 02
Follow Up Required
VA claims ownership + calls
VA claims record. Takes ownership via Owner field. Call attempt count tracked.
VA collects demographic form by phone if reached → advances to Stage 03 upon collection.
insurance confirmed
STAGE 04 New
Hold Placed — Pending Patient Completion
VA owns — hold placed, all 3 items sent simultaneously
VA places calendar hold on clinician's calendar and simultaneously sends all 3 items to patient. VA populates Appointment Date and Scheduled Provider at this moment.
Patient portal registration link
Consent forms
Credit card entry
VA sends insurance info to B&E team via WhatsApp. B&E logs full benefits breakdown into Valant (up to 24h). VA monitors and marks B&E Confirmed = Yes once confirmed.
VA assists patient manually with CC entry or portal registration if needed.
⚠
Both patient completion (all 3 items) AND B&E Confirmed = Yes required before moving to Won.
all 3 complete + B&E confirmed
STAGE 05
Won — Appointment Confirmed
All gates cleared
Hold converted to official patient encounter in Valant.
VA close checklist:
Populate Patient ID
Confirm Appointment Date
Confirm Scheduled Provider
Remove self as Owner
STAGE 06
Lost
Loss reason required
Unreachable: Bad contact info / Never responded
Declined: Insurance not accepted / No availability / Found another provider / Not ready
Not a Fit: Under 18 / Outside of scope / Telehealth not an option
Misdirected: Existing patient / Wrong number or spam
↺
NEW: Lost reason = "Unreachable — Never responded" only → 30-day re-engagement SMS + email from original inquiry date. All other loss reasons excluded.

Automations

Immediate — Stage 1
Opportunity + contact created. Intake form sent immediately.
Website: preferred contact method
Psychology Today: email only
24 Hours — Stage 1 New
If no form submission, reminder sent by source:
Website: preferred contact method
Psychology Today: email only
"Hi [First Name], thanks for reaching out to PsychBright Health! We received your submission and want to make sure we get you scheduled. Complete your intake form here: [link]. Any questions, give us a call or text us back at [#]."
48 Hours — Stage 1 → 2
No submission after 48h → auto-move to Follow Up Required + internal alert to VA Owner.
24 Hours — Stage 3 (Insurance) New
If Insurance Received = No after 24h → internal task fires to VA Owner: "Follow up with patient to collect insurance before placing hold."
30 Days — Lost New
Triggers only when lost reason = "Unreachable — Never responded." Fires from original inquiry date. SMS + email re-engagement. No response = permanently closed.

Custom Fields

Date Form Sent
Auto — Form trigger
Date Form Received
Auto — On submission
Call Attempt Count
Manual — VA increments
Insurance Received New
Manual — Yes/No
B&E Confirmed New
Manual — Yes/No
Patient ID
Manual — Won close
Loss Reason
Required — Lost close
Appointment Date
Manual — Stage 4 hold
Owner
Remove at Won close
Scheduled Provider Updated
Manual — Stage 4 hold

VA Daily Filtered Views

Follow Up Required — Unassigned
VA claims ownership and begins phone outreach
Intake Form Submitted — Unassigned
VA claims within 2–4 business hours
Insurance Received = No New
VA follows up to collect insurance before placing any hold
B&E Confirmed = No New
VA monitors WhatsApp and marks confirmed once B&E logs into Valant
PsychBright Health  |  GHL Intake Pipeline  |  Final — March 2026  |  Confidential