In ClinicMonk™, inquiries (leads) move through a visual pipeline to ensure every prospective client is tracked and followed up with. While many inquiries land in the system automatically, administrative staff must manually log specific interactions to maintain accurate reporting and high conversion rates.
How leads are added automatically
Leads can be added through these three routes:
Contact Form Submissions: When a prospective client fills out a contact form on your website, they automatically populate under the New Lead stage in your pipeline.
Online Calendar Bookings: Any consultation appointment booked directly through the ClinicMonk™ online booking calendar automatically lands under Consult Call Booked.
Missed Phone Calls: With the current phone-tree setup, callers press 1 for new clients or 2 for existing clients. When a call on the new-client route is not answered, the workflow waits 10 seconds, sends the missed-call text and notifies the team. It checks for an existing lead in the Client Journey pipeline and adds one under New Lead, with Missed Call as its source, only if none is found. The existing-client route sends the text and notifies the team without creating a lead. A caller who makes no menu selection follows that same no-new-lead route if the call is not answered. Answered calls do not receive this missed-call text.
New callers (Press 1) get a missed-call text with your consult booking link. Current clients (Press 2, or no selection) get a text without the booking link. Your team still needs to follow up with the caller.
Why Every Lead Must Be Logged
Every single prospective client must be logged into ClinicMonk™ to ensure:
Automated follow-up sequences trigger reliably.
Dashboard metrics and business reporting numbers remain accurate.
No inquiries fall through the cracks between inbox, phone, and EHR systems.
How to Manually Add Leads (3 Key Scenarios)
First, check whether the person already has a lead in ClinicMonk™. If the inquiry is not already recorded, use the Lead Capture Form. This helps avoid duplicate entries.
1. Direct Phone Inquiries
When an admin answers a live call from a prospect who has questions before booking a consultation, open the Lead Capture Form to log the inquiry if it is not already recorded in ClinicMonk™.
Collect the prospect’s full name, email address, and phone number.
Ask how they heard about the clinic (e.g., word of mouth) and note any specific questions (e.g., insurance coverage).
Select Phone Call as the lead source in the Lead Capture Form.
Click Submit Lead to add them to the pipeline.
2. Email Inquiries
When an inquiry arrives via email (such as directory listings like Psychology Today, insurance portals, or direct site emails):
Open the Lead Capture Form in ClinicMonk™.
Select Email Inquiry as the source.
Copy and paste all available contact details and notes from the email into the form.
Click Submit Lead to move the inquiry from your email inbox into the conversion pipeline.
3. Faxed Referrals
When receiving medical or government referrals via electronic fax (routed to your email):
Open the Lead Capture Form and select Fax Received.
Drag and drop the received fax document directly into the lead entry form.
Enter the Referral Source Name and Referral Source Email (e.g., the referring physician). Storing this information allows ClinicMonk™ to track referral channels for future automated thank-you campaigns.
Add any extra administrative notes from the referral.
Click Submit Lead to place the client into the New Lead column.