Contacts Profile

Contact profiles provide information on your activity with the contact, history, perception (NPS), costs/investments, referrals, and Return on Investment (ROI), as well as allowing you to edit, and add different types of information.

Contact Details

The Contact Details section shows the general contact demographics. This information provided is based on the information entered when the contact was created manually or from the WebPT EMR.

Use the Edit Contact at the top right of the Contact page to add or edit the displayed information.

Activities

The Activities menu lists your contact’s upcoming and completed activities, as well as, some high-level information about the activity.

Upcoming Activities

The Upcoming Activities menu displays the next six months of planned activities. The columns are ordered in a way that describes the activity from beginning to end - to help you plan your day.

• Where I want to go: The location you’ll be visiting for the activity. Clicking the link takes you to the account page.
• Date I want to do it: The date you established for the visit.
• What I want to do: The notes about your intended activity at the location.
• Who I want to see: Who you’ll be speaking with at the clinic. Clicking the link will take you to the contact’s profile.
• Kind of activity: Your intended type of activity. Chosen when creating the activity.

Note: The checkboxes currently do not function.

Edit Activity

If you want to edit any of the activities or see all the information, click the corresponding (...) menu to open the edit function.

Completed Activities

The Completed Activities list provides an entire history of the visits you’ve made to your contact and a summary of what you did during the visit. You’ll see the same information as with the Activities list but in the past tense. Use the (...) menu to make edits to the completed activity.

Referrals

Each contact shows a list of their referrals to your business, along with the referrals case information, identifying information, and whether or not they were converted (received an Initial Evaluation).

Reverse Referrals

This section documents the times you send the doctor one of your therapy patients as a referral. Review this article to see the steps for creating Reverse Referrals. Note: Reverse referrals are only viewable on the Contact page.

NPS

The Net Promoter Score (NPS) for the patients listed flows over from WebPT Reach. You can use the score to learn what kind of experience the patients had, before going to talk to the referring physician. To better understand the experience, the patient’s comments are also available. Displayed at the top are the number of NPS scores that have come in over the last 30 days, last 90 days, and the all-time total.

KPI

This section displays some high-level Key Performance Indicators (KPI) for the contact.

• Total Cost: You can associate a cost with any activity you enter. This section provides a total for all the activities with entered costs (lunch, gifts, etc.).
• Referrals: View the contact's referral totals for the last 30 days, 90 days, and All Time (entire history). 
• Conversions: This number shows you how many of the referrals are converting to Initial Evaluations. These numbers can help you determine the quality of referrals being provided.
• Last Referral Date/Days since last referral: Provides a quick view of whether a contact is still providing referrals.

All these variables can help you determine whether this contact is a good return on investment (ROI).

Hierarchy

Each contact receives a Tier grade based on the volume of referrals to the different clinics in your business. There are two different tiers represented in the Hierarchy table, Company and Clinic. Company always appears as the first row. 

1. In the example above, the Jedi Wellness Center at the top is the Company level. The tiering for the company-level is: 
   1. Tier A: Top 1% of referring physicians based on referral volume
   2. Tier B: Top 15% of referring physicians (excluding Tier A)
   3. Tier C: All remaining referring physicians
2. The tiering for the clinic-level is: 
   1. Tier A: Top 5% of referring physicians who refer to that clinic based on referral volume
   2. Tier B: Top 15% of referring physicians who refer to that clinic (excluding Tier A)
   3. Tier C: All remaining referring physicians who refer to that clinic
3. Use this information to help you determine the importance of the contact to your business and individual clinics.