ZOHO CRM Development

Zoho Framework Big Picture Goal We’re building a single patient-centered CRM that supports: • Navigator (intake + routing) • RPM (Remote Patient Monitoring) • CCM (Chronic Care Management) • Appointment Scheduling • Insurance Broker / C-SNP enrollment Key principles: • One patient = one record • Multiple pipelines tied to that patient • Clear ownership per team • Strong tracking on conversions per program Step 1 — Sandbox Setup 1. Go to Setup (gear icon) 2. Search Sandbox 3. Click Create Sandbox 4. Name it something like: Patient_CRM_Build 5. Switch into that environment before starting Step 2 — Modules We’ll keep this simple: • Patients (main module) • Deals (rename to: Pipelines) • Tasks (default) • Calls (default) No additional modules for RPM, CCM, etc. Step 3 — Patient Layout (Important) Go to: Setup → Modules → Patients → Layout Top Section (Header feel) • Patient Photo (image field) • Name • DOB • Risk Level On the right side: • RPM Status • CCM Status • C-SNP Status Call Control Section (directly underneath) • Last Contact Date • Last Contact Outcome • Next Contact Date • Assigned Rep • Active Outreach Owner • Contact Lock Until Additional Sections Program Eligibility • RPM Eligible • CCM Eligible • C-SNP Eligible • SDOH Need Basic Info • Phone • Insurance • PCP • County • Language Step 4 — Pipelines (Deals Module) Rename Deals → Pipelines Then create these pipelines: Navigator • New Patient • Contact Attempted • Reached • Needs Identified • Qualified • Routed • Closed RPM • New Lead • Contacted • Interested • Consent Obtained • Device Ordered • Device Delivered • Setup Complete • Active Monitoring CCM • New Lead • Contacted • Interested • Consent Obtained • Care Plan Created • Monthly Engagement • Active CCM Appointment • Appointment Needed • Scheduled • Confirmed • Completed • No Show Broker (C-SNP) • Referred • Appointment Scheduled • Application Started • Submitted • Approved / Enrolled Step 5 — Buttons on Patient Record Inside Patients module: Create buttons for: • Create RPM Deal • Create CCM Deal • Create Broker Deal • Schedule Appointment Each button should: • Create a new record in the correct pipeline • Link it to the patient • Assign the correct team Step 6 — Automation Go to: Setup → Automation → Workflow Rules Set up: • RPM Eligible = Yes → create RPM deal • CCM Eligible = Yes → create CCM deal • C-SNP Eligible = Yes → create Broker deal • Appointment needed → create Scheduling deal Also: • When a call is logged → update Last Contact fields • Set Contact Lock for 24 hours • If “No Answer” → create follow-up task Step 7 — List View (Daily Use) Create a view in Patients: Name: My Calls Today Columns: • Name • Phone • Insurance • Risk Level • RPM Status • CCM Status • C-SNP Status • Last Contact Date • Next Contact Date • Assigned Rep Filters: • Next Contact Date = Today • Contact Lock expired Step 8 — Pipeline View In Pipelines (Deals), set Kanban cards to show: • Patient Name • Risk Level • Stage • Owner • Next Activity Date Step 9 — Dashboard Create widgets for: • RPM conversions • CCM conversions • Broker enrollments • Appointments completed • Overdue follow-ups • Calls completed Final Notes • Everything ties back to the same patient record • No duplicate patient entries • Navigator drives routing into other pipelines • Each team works their own pipeline Next Step Once you have this built in sandbox: 1. Send me access 2. We’ll walk through: o Patient record layout o Pipeline flow o Automation behavior 3. Then we’ll move it into production