Turn the First Conversation Into a Clear Next Step

A prospective client reaches out for help.

They may have an insurance problem, a treatment access issue, an upcoming deadline, a complicated healthcare situation, or simply need help figuring out what to do next.

Before you can decide how you may be able to help, you need to understand what is actually happening.

The Patient Advocate Discovery Call & Client Intake Kit gives independent patient advocates a structured way to guide that first conversation, gather important information, evaluate whether the requested support fits their services, and document what needs to happen next.

Instead of relying on scattered notes or trying to remember everything after the call, you'll have an organized, repeatable intake process that you can customize for your own advocacy practice.

Prepare → Discover → Assess → Determine Fit → Recommend → Follow Up

More Than a Patient Advocate Intake Form

This isn't a single intake questionnaire.

The kit supports the broader patient advocate discovery and intake workflow, beginning before the conversation and continuing through follow up.

Use the included tools to:

• Prepare for a prospective client conversation
• Guide the discovery call without relying on a rigid script
• Gather relevant client and case information
• Identify known deadlines and time-sensitive concerns
• Document insurance information when applicable
• Build a timeline of what has already happened
• Identify the people and organizations involved
• Determine what documents may be needed
• Evaluate whether the requested support aligns with your services
• Consider factors that may affect case complexity
• Document your service recommendation and next steps
• Follow up with the prospective client professionally

Guide the Discovery Call Without Sounding Scripted

A good discovery call should feel like a conversation, not an interrogation.

The included Discovery Call Guide provides structured prompts to help you explore areas such as:

• What brought the prospective client to you
• What is happening now
• What has already been tried
• Who has been involved
• What barriers or problems remain
• Whether deadlines or upcoming events may affect next steps
• What type of help the prospective client is seeking
• What needs to happen after the conversation

Use the prompts as a framework and adapt them to your own communication style and services.

Gather the Information You Need to Evaluate the Inquiry

Client Intake Assessment

Capture prospective client information and organize the primary advocacy concern.

Urgency & Deadline Screen

Document known time-sensitive factors such as upcoming appointments or procedures, authorization expiration dates, appeal deadlines, enrollment or plan-change deadlines, and other important dates.

Insurance & Coverage Snapshot

Keep available insurance and coverage information together when it is relevant to the inquiry.

Issue Timeline

Document important events chronologically so you can better understand what has already occurred.

People & Organizations Involved

Identify providers, facilities, insurers, representatives, family members, employers, or other parties involved in the situation.

Documents to Request Checklist

Track information that may be needed to understand or support the case, including applicable denial letters, EOBs, insurance information, correspondence, medical records, authorization information, and other documentation.

Assess Before You Accept

Not every inquiry will be the right fit for every advocacy practice.

The kit includes tools to help you organize the information you use when deciding what happens next.

Scope & Fit Worksheet

Consider whether the requested assistance aligns with the services you provide and document when additional information or another resource may be appropriate.

Case Complexity Snapshot

Capture factors that may affect the level of coordination or advocacy support involved.

Service Recommendation Worksheet

Connect the identified need with the service you plan to recommend, pricing or quote information, and the next step.

These tools are designed for business and workflow organization. They are not clinical risk-assessment or medical decision-making tools.

Follow Up Professionally

The discovery call may be over, but the intake process often isn't.

Six editable communication templates are included for common situations:

Post-Consultation Follow Up
Summarize the conversation and clarify next steps.

Welcome / Moving Forward
Communicate what happens after a prospective client decides to proceed.

More Information Needed
Request additional information or documents needed before determining next steps.

Not Moving Forward
Professionally close an inquiry when services will not move forward.

Outside Scope / Referral
Communicate when the requested assistance falls outside the services you provide.

No Response / Inquiry Closure
Close the loop when follow up attempts have not received a response.

Each template is editable so you can customize the wording for your practice, services, policies, and communication style.

Keep the Intake Process Closed Loop

A task isn't necessarily finished because an email was sent or a request was made.

The included Inquiry Follow-Up Record helps you document:

What needs to happen next?
Who is responsible for it?
When should it be followed up on?

This helps create a more consistent process from first contact through the final intake decision.

What's Included

Your Patient Advocate Discovery Call & Client Intake Kit includes:

• Discovery Call Preparation
• Discovery Call Guide
• Client Intake Assessment
• Urgency & Deadline Screen
• Insurance & Coverage Snapshot
• Issue Timeline
• People & Organizations Involved
• Documents to Request Checklist
• Scope & Fit Worksheet
• Case Complexity Snapshot
• Service Recommendation Worksheet
• Consultation Summary
• New Client Next-Steps Checklist
• Post-Consultation Follow-Up Template
• Welcome / Moving Forward Template
• More Information Needed Template
• Not Moving Forward Template
• Outside Scope / Referral Template
• No Response / Inquiry Closure Template
• Inquiry Follow-Up Record
• Discovery Call Quality Check
• Quick Reference Discovery Call Flow
• Quick Access Guide

Editable in Google Docs

Who Is This For?

Created for professionals such as:

• Independent Patient Advocates
• Private Patient Advocates
• Nurse Advocates
• Independent RN Advocates
• Healthcare Advocates
• Care Navigation Professionals
• Advocacy Consultants
• Professionals building or standardizing an independent advocacy intake workflow

Designed From an Advocacy Perspective

The kit was created by a Registered Nurse with professional experience in patient advocacy, utilization management, prior authorizations, insurance appeals, and healthcare navigation.

The goal is not simply to collect contact information.

It's to help you build a structured process for understanding the inquiry, identifying what information is still needed, determining the appropriate next step, and following through.

Editable in Google Docs

After purchase, you'll receive a Quick Access Guide containing the link to the editable Google Docs kit.

Simply:

1. Access the template
Open the link provided in your Quick Access Guide.

2. Make your copy
Create your own editable copy in Google Drive.

3. Keep a clean master
Keep one blank version available for future use.

4. Customize it
Adapt the templates to your services, practice, policies, and communication style.

5. Start using your intake workflow
Duplicate the document or appropriate pages before entering prospective client information.

A Google account is required to create and save your editable copy.

Pair It With Your Patient Advocate Case Management System

Ready to Manage the Case After Intake?

Once a prospective client becomes an active advocacy case, continue the workflow with the Patient Advocate Client & Case Management Dashboard.

Manage:

Inquiry Conversion → Active Cases → Follow Ups → Advocacy Time → Case Closure → Archive

→ SHOP THE PATIENT ADVOCATE CLIENT & CASE MANAGEMENT DASHBOARD

Explore More Professional Advocacy Resources

Build out your advocacy toolkit with additional Right to Care Solutions resources for insurance communication, prior authorization, appeals, follow up, and case organization.

→ EXPLORE PROFESSIONAL ADVOCACY TOOLS

Digital Product Information

This is a digital product. No physical product will be shipped.

Your purchase includes access to editable Google Docs templates and a PDF Quick Access Guide.

Because the templates are editable, formatting may vary slightly depending on device, browser, Google Docs updates, or customization.

Important Information

This product is an organizational and business workflow resource. It does not provide medical, legal, financial, billing, compliance, or business advice.

The purchaser is responsible for reviewing and adapting the materials to their services, scope, client agreements, privacy practices, professional requirements, and applicable laws and regulations.

Purchase or use of this product does not establish HIPAA compliance or compliance with any particular privacy, security, legal, regulatory, or professional requirement.