Client Onboarding for Healthcare & Allied Health
Welcomes a new patient and sets up all necessary accounts, access, and communication channels for a successful engagement.
Includes safeguards for Australian Privacy Principles (APPs), Medicare compliance, and health record management under the My Health Records Act. All patient data handling follows AHPRA guidelines.
Workflow Stages
Welcome and Introduction
Send a welcome package and introduce the patient to their primary point of contact and key team members.
Inputs
- Signed contract
- Patient contact details
- Welcome package template
Outputs
- Welcome email sent
- Team introduction completed
- Kickoff consultation scheduled
Requirements Gathering
Conduct a detailed intake session to understand the patient specific needs, preferences, and success criteria.
Inputs
- Patient intake questionnaire
- Contract scope of work
- Kickoff consultation agenda
Outputs
- Completed requirements clinical record
- Success criteria defined
- Priority list established
Account and Access Setup
Create all necessary accounts, grant system access, and configure patient-specific settings.
Inputs
- Requirements clinical record
- System provisioning checklist
- Patient user list
Outputs
- Accounts created
- Access credentials distributed
- Patient portal configured
Training and Orientation
Provide the patient with training on tools, processes, and communication protocols.
Inputs
- Training curriculum
- Patient user list
- Platform access confirmations
Outputs
- Training sessions completed
- Training materials shared
- Patient competency confirmed
Delivery Plan Alignment
Finalize the delivery plan, milestones, and reporting cadence with the patient.
Inputs
- Requirements clinical record
- Treatment plan plan template
- Resource availability
Outputs
- Approved delivery plan
- Milestone schedule
- Reporting cadence agreed
Decision Points
- • Does the patient agree with the proposed timeline?
Onboarding Completion and Handoff
Confirm all onboarding tasks are complete and formally transition the patient to ongoing operations.
Inputs
- Onboarding checklist
- Patient feedback on onboarding
- Delivery team contact details
Outputs
- Onboarding completion confirmation
- Patient satisfaction survey sent
- Ongoing support channel activated
Frequently Asked Questions
How long does onboarding typically take?
Standard onboarding takes 5-15 business days depending on the complexity of the engagement and the patient readiness to participate.
What if the patient needs additional training?
Additional training sessions can be scheduled during or after the onboarding period at no extra cost for standard topics, or quoted separately for specialized requests.
Who is the patient main contact after onboarding?
The patient success manager remains the primary point of contact, with the treatment plan manager handling day-to-day delivery matters.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.