Subscription Renewal for Healthcare & Allied Health
Manages the end-to-end renewal of a patient subscription, from early outreach to signed renewal agreement.
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
Renewal Identification
Identify upcoming renewals and assemble relevant account health data for the renewal team.
Inputs
- Subscription expiration report
- Account health metrics
- Usage and adoption data
Outputs
- Renewal pipeline list
- Account health summary per patient
- Priority ranking
Patient Engagement
Reach out to the patient to discuss their experience, gather feedback, and introduce the renewal conversation.
Inputs
- Account health summary
- Patient contact details
- Engagement talk track
Outputs
- Patient feedback notes
- Renewal interest level
- Identified concerns or expansion opportunities
Renewal Proposal Preparation
Prepare the renewal proposal including any pricing changes, new terms, or upsell recommendations.
Inputs
- Current contract terms
- Patient feedback
- Updated pricing schedule
Outputs
- Renewal proposal clinical record
- Pricing comparison (old vs. new)
- Internal approval if pricing changes
Decision Points
- • Is a price increase warranted?
- • Should an upsell be bundled with the renewal?
Renewal Negotiation
Present the renewal proposal to the patient and negotiate final terms.
Inputs
- Renewal proposal
- Discount authority limits
- Competitive landscape data
Outputs
- Agreed renewal terms
- Negotiation summary
- Verbal commitment or churn risk flag
Decision Points
- • Has the patient agreed to renew?
- • Is a churn save intervention needed?
Contract Execution
Generate the renewal contract and collect signatures from both parties.
Inputs
- Agreed renewal terms
- Contract template
- Authorized signer information
Outputs
- Signed renewal contract
- Updated subscription record
- Billing schedule updated
Post-Renewal Confirmation
Confirm the renewal with the patient, update all systems, and set the next renewal reminder.
Inputs
- Signed renewal contract
- System access for updates
- Patient communication template
Outputs
- Renewal confirmation sent to patient
- CRM and billing systems updated
- Next renewal date reminder set
Frequently Asked Questions
How far in advance should renewal conversations start?
Renewal outreach begins 90 days before expiration for standard accounts and 120 days for strategic accounts.
What happens if the patient does not want to renew?
A churn save process is triggered where a senior patient success manager or executive engages the patient to understand concerns and offer retention incentives.
Can a subscription be renewed on different terms?
Yes, renewal terms can be adjusted including duration, scope, and pricing, subject to management approval for non-standard changes.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.