Managing Leads

As an Intake Coordinator, leads are the starting point of your day. Leads are prospective clients or referrals who have not yet been formally onboarded.

Adding a lead

When a referral comes in (by phone, email, or form), open the Leads page and click New lead. Enter the person's name, contact information, referral source, and any notes about their situation.

The Lead Profile

The lead profile is the central hub for every person in your intake process. Instead of searching through emails or spreadsheets, you can find everything about a lead in one place.

The Activity Timeline

Every lead has a timeline that automatically logs what has happened. This ensures that anyone on your team can jump in and know exactly where things stand.

• Notes: Add quick updates after a phone call or meeting.
• Status Changes: See exactly when a lead moved from "New" to "Qualified."
• Assigned Coordinators: See who is currently responsible for the lead.
• Follow-ups: View a history of scheduled and completed reminders.

Keeping Accurate Records

To keep the timeline useful, make it a habit to log every interaction immediately. When you add a note or change a status, it is timestamped and saved, creating a permanent history of the lead's journey.

Using the Profile for Handoffs

When a lead is handed off to another team member, the new coordinator can simply scroll through the timeline to catch up on all previous conversations and requirements without needing a lengthy briefing.

Tracking Progress

Keep your pipeline accurate by updating each lead's status. Every lead moves through these five clear stages:

• New: lead has been added but not yet contacted.
• Contacted: you have reached out and are waiting for a response.
• Qualified: you have confirmed key details (such as care needs, payment, and hours) and the lead is a good fit.
• Intake: the lead is currently completing the required onboarding checklist.
• Active Patient: the lead has successfully converted and is now receiving care.

Assigning and Following Up

Assign a lead to yourself or another coordinator so everyone knows who is responsible.

Depending on how your agency is set up, you may work from a pool of unassigned leads that you pick as they come in, or you may only work the leads that have been specifically assigned to you.

Use reminders to schedule follow-up calls and avoid leads falling through the cracks.

Leaving the Funnel

Not every lead becomes a client. When a lead is removed from the pipeline, you will be asked to provide a reason (e.g., "Incorrect care needs" or "Pricing too high"). This data helps administrators improve the intake process.

Converting a Lead

Once a lead is moved to the Active Patient stage, their journey in the TildyCare software is complete. They are now a formal client of your agency, and you can move them into your primary care management system.