This guide provides essential steps for accurately updating lead information within your CRM when a form is submitted by an individual on behalf of a "loved one" who will be receiving treatment.
This crucial process ensures that your records correctly differentiate between the primary patient and their emergency or concerned contact, maintaining data integrity and facilitating appropriate communication. Implementing this best practice is vital for precise lead tracking and effective client management.
Steps.
Before You Begin
Identify the Patient: Ensure you have the correct spelling of the patient’s full name.
Permissions: You must have Edit permissions within the Leads module.
1. Access Your CRM Instance: Navigate to your Dazos CRM login page and enter your credentials to reach the main dashboard.
2. Locate and Select the Relevant Lead: Navigate to the Leads Module from the left-hand menu. Search for and click on the lead record that was created by the "loved one" submission.
3. Initiate Edit Mode: Once the lead's detail page is open, click the pencil icon located in the top-right corner to enable the editing interface.
4. Adjust Primary Contact Information: Highlight the first and last names of the person who submitted the form (the inquirer) and copy them to your clipboard or a temporary note.
Delete those names and type in the First Name and Last Name of the actual patient (the person receiving treatment).
5. Add Related Contacts: Scroll to the "Related Contacts" section of the lead profile and click the Add Contacts button.
6. Enter Inquirer's Name as Related Contact: In the new field that appears, paste the name of the original inquirer (the "loved one").
7. Save All Changes: Review the fields to ensure the patient is now the primary lead and the inquirer is listed as a contact. Click the Save button to apply the modifications.
8. Important Recommendation: Repeat this process for every third-party submission. This keeps your "Patient Name" fields consistent for EMR pushes while keeping emergency contact data easily accessible.
Verification / Expected Result
The lead record should now reflect the patient's name in the primary headers and list views. When you open the record, the original submitter should be visible under the Related Contacts section, ensuring no information is lost.
Troubleshooting / Common Errors
Data Overwrite: If you forget to copy the inquirer's name before typing over it, you may lose the contact information. Check the Activity Stream or Audit Trail for the record to recover the original submission data.
Mapping Issues: If this lead is pushed to an EMR, ensure the "Related Contact" field is mapped correctly to the "Emergency Contact" field in your EMR settings.
Duplicate Records: Check if the patient already exists in the CRM under a different lead to avoid creating duplicate profiles.