You will need to set up Ava's Follow Up Settings and Appointment Status Normalization for Follow Up to work.

Now let me show you how I'm going to help you with all of your New Patient Follow Up!

First, navigate to Automations >> Ava's Followup (basically your home page)

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There are two key points to understand at first glance on this page:

The buckets across the top are 4 new patient follow up categories. I'll put patients here based on your settings.

These are patients I am suggesting you follow up with because they've all met the criteria for that follow up category (meaning I'm pretty confident they belong there 😉)

At that point, YOU need to make a decision on what to do with them:

They will stay there until you put them in follow up or they stop meeting the requirements for that bucket.

Once you have set up a follow-up action, I'll move the patient down from Team Decision to Ava's Patients (bottom row of buckets).

I'll claim them as my patients I'll take care of them until they reply, schedule or the follow up sequence ends.

Once a patient is in Ava's Patients, they will stay on that list until you remove them, even if they meet requirements for another follow up type in the meantime.

*NOTE: You may also want to learn how to

As stated above, the only way to move a patient from Team Decision to Ava's Patients is to set up a Follow Up action.

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When you click a patient's name you'll see a list of options. Let's go over them:

Auto: In most cases, you'll probably want to use Auto. This will turn the patient over to me, so you don't have to think about it again unless they reply to my messages!

Set: Write a custom message and set a date for me to automatically send it out for you - set and forget!

Remind: You may not need to contact a patient right away - write a reminder to yourself (I'll add this to their chart) and tell me when to remind you to take action!

You will DEFINITELY want to remember these follow-up actions for the next step too, we'll be using them a lot!

Once you've scheduled any of these three follow-up actions, I'll take over the patient's follow up as if they were my patient!

Details: This will open the patient's chart - view appointments, contact info, assigned Team Member, office location, and more.

Messaging: This opens the patient's message modal where you can view their message history and send them a direct, custom message.

Remove: If you don't want to put the patient in follow up, you can remove them from this list!

Once you've taken action with a patient, I'll move them directly down below into the "Ava's Patients" bucket.

There are a few things to watch for once they're in this section:

If the patient's name is BLUE, it means I'm taking care of them and you don't need to take action.

When a patient is moved to Ava's Patients, you'll see a letter to the right of their name that lets you know what type of follow up they're in:

they either replied to a message, scheduled an appointment or the sequence has ended and you need to take action!

These icons indicate why follow up has stopped:

When you see this next to their name, that means that the patient has scheduled an appointment so our job is done and the goal has been met!

I recommend removing them from the bucket at this point so they can qualify for follow-up in the future.

When you see this next to a red/grey name it means they've replied to a text or email:

You can remove the icon by either replying or setting another follow-up action.

There are going to be patients who never engage, and at some point, you will want to remove them.

A checkmark lets you know that all automated messages have been sent and that patient never replied.

It's up to you how many times to put them in follow up before clearing them out of the bucket - don't give up on someone immediately!

Definitely check out their message history before just removing them when you see a check!

Messaging: This option is on the list every time you click a patient's name.

This opens the patient's message modal where you can view their message history and send them a direct, custom message.

Notification Center: Every time you log in, the center will open - you can see all the patient replies and respond from there.

You can open it by clicking the Bell notification next to the patient search bar:

Click a patient's name and choose Remove.

Take this action when they have scheduled an appointment, no longer follow up or don't want to be contacted, etc.

​Removing them from a bucket will free them up to qualify for follow-up in the future.

When a patient schedules an appointment after being put in Follow Up, they'll be counted as a win!

See the total # of wins we've had together in the past 30 days, in the counter on top of each bucket: