HEALTHCARE IT
End-to-end IT solutions for healthcare organizations.
HEALTHCARE INDUSTRY
How we unified patient intake with HubSpot
Services provided
- HubSpot Enterprise implementation across all Hubs
- Multi-business unit and brand configuration
- Patient intake and event workflow design
- Secure HubSpot intake and event pages
- Data Hub automation and custom code actions
- CallRail calling implementation
- Referral attribution and leadership dashboards
- eClinicalWorks consolidation and integration planning
THE CHALLENGE
Separate intake processes needed one shared operating model.
A growing, multi-location healthcare organization was expanding through acquisitions. Patient intake, referrals, marketing activity, and engagement information were distributed across paper-based workflows, Smartsheet forms, and disconnected systems.
Two main locations followed different versions of the same intake process. As the organization brought those operations together, staff needed a consistent way to capture information and route each inquiry to the appropriate team.
New patient inquiries arrived through the website, social media, inbound phone calls, and events. Each channel needed to feed a shared process while preserving the information teams needed to respond.
Leadership also needed better visibility into patient engagement across locations and a repeatable foundation for future acquisitions. Standardizing the workflow, including data capture and team routing, was central to that work.
SOLUTION
Standardize intake, automate follow-up, and centralize patient engagement.
Provisions Group implemented HubSpot Enterprise across all Hubs, with multi-brand configuration and Data Hub supporting complex workflows and custom code actions. The engagement combined a shared intake process, calling capabilities, and leadership reporting with planning for the organization's eClinicalWorks environment.
- Foundation
- Intake
- EHR planning
- Calling
- Reporting
HubSpot Enterprise foundation
Provisions Group implemented HubSpot Enterprise across all Hubs as a centralized patient engagement platform. Multi-business unit and brand configuration supported the organization's multiple healthcare entities, with governance and automated intake capabilities built around a shared operating model.
The implementation established:
- A centralized platform for patient engagement.
- Multi-brand configuration supporting separate healthcare entities.
- Automated intake capabilities designed to support additional locations.
One intake process across locations
The team brought two location-specific intake processes into one workflow. Website inquiries, social media leads, inbound calls, and event registrations were considered together so the process could capture key information and route each inquiry to the appropriate team.
The work included:
- Secure HubSpot intake pages and event registration pages.
- A shared approach to data capture and team routing.
- Lifecycle automation using Data Hub and custom code actions for complex workflow requirements.
eClinicalWorks consolidation and integration planning
The project included an integration approach with eClinicalWorks, the organization's clinical system of record. Clinical milestones were synchronized with HubSpot lifecycle stages, and the architecture was designed to support additional eCW instances. The approach included addressing how to stand up a new combined eCW because each location previously had their own.
The work supported:
- eClinicalWorks integration strategy
- Clinical milestone synchronization
- HubSpot lifecycle stage alignment
- Framework for additional eCW integrations
Calling and communication tracking
Manual forms were replaced with secure HubSpot intake and event pages. The project also enabled HIPAA-compliant calling via CallRail, and communication tracking capabilities.
The work supported:
- Secure HubSpot intake pages
- Event registration pages
- HIPAA-compliant calling capabilities via CallRail
Referral attribution and leadership visibility
The implementation centralized referral and lead attribution across channels. Leadership dashboards brought engagement activity, conversions, ROI, and productivity reporting into a shared reporting environment.
The work supported:
- More consistent tracking of referrals and lead sources.
- Leadership access to patient engagement and productivity reporting.
- A common foundation for managing engagement across locations and future acquisitions.
THE RESULTS
A shared foundation for intake and patient engagement.
- Reduced reliance on manual forms and paper-based intake workflows.
- More consistent patient intake and team routing across locations.
- Improved visibility into patient engagement activities.
- More consistent referral and lead tracking across channels.
- Calling capabilities implemented through CallRail.
- A repeatable engagement framework to support acquisition-driven growth.
Two intake processes. One shared workflow. HubSpot gave the organization a common foundation for patient intake, routing, and engagement reporting.
Build a consistent patient intake process.
If your locations use different forms, routing rules, and reporting processes, start by mapping how patient inquiries reach your teams. Provisions Group helps you configure HubSpot around those workflows and plan the connections your clinical systems require.