Overview
This comprehensive guide walks AllCare Operations staff through the complete CRM workflow, from facility creation through patient assignment. The CRM module streamlines facility onboarding, patient enrollment, and provider assignment.This guide is for AllCare Operations staff only. Facility teams should refer to the Facility Playbooks section of the help center.
Accessing the CRM Module
1
Navigate to Platform
2
Open CRM
Click the “CRM” tab in the navigation
Step 1: Create New Facility
The first step is creating a facility profile in the system.1
Click Add Facility
Begin by clicking the “Add Facility” button
2
Enter Facility Information
Provide all required facility information:
- Facility name
- Administrator details
- Contact information
- Send an automatic invitation using the provided information
- Assign them to the facility
-
Grant appropriate access
3
Select Service Features
Check ALL of the following boxes:
- ✅ Ordering (for facilities working with AllRx Pharmacy)
- ✅ eMAR (Electronic Medication Administration Record)
- ✅ Bubble Pack
- ✅ Notes
- ✅ Tasks
4
Set Cycle Start Day (Optional)
If you have agreed on a cycle date with the facility:
- Enter the “Cycle Start Day” in the correct field
-
This helps the pharmacy manage cycle medication delivery
5
Enter Facility Address
Use the address verification field to enter the address correctly.
6
Set Contract Status
Choose the appropriate Contract Status:
- Not Contracted - Initial status
- Pending - Contract in negotiation
- Active - Contract signed and active
- Churned - Contract ended
7
Select Service Categories
Choose the Service Categories the facility has opted into with AllCare.This helps Operations teams:
- Forecast demand
- Ensure sufficient supply
-
Plan resource allocation
8
Upload Legal Documents
Upload all required documents:
- Facility Agreement
- Legal documents on file
-
Any other contract materials
Step 2: Select Facility for Patient Addition
1
Choose Facility
Select the facility you just created from the list, or choose an existing facility to add patients to.
2
Navigate to Patient Addition
Click on the “Patient Addition” step in the workflow.
Step 3: Add Patients
You have two options for adding patients to the facility:
Option A: Add Patients Individually
1
Click Add Patient
Click the “Add Patient” button
2
Enter Patient Information
Fill in all required patient demographics:
- First and last name
- Date of birth
- Room number
- Emergency contact
3
Save Patient
Click “Save” to add the patient to the facility
Option B: Bulk Upload via Roster
1
Select Facility First
Important: Select the facility before uploading
2
Upload Roster
Upload the patient list using one of these methods:
- Upload a file
- Upload a spreadsheet
- Take a picture of the patient list
3
Review and Confirm
Review the uploaded patients and confirm the bulk addition
Step 4: Services Selection
Once all patients are added, assign services to each patient.
1
Navigate to Services Selection
Go to the “Services Selection” step
2
Select Services for Each Patient
Choose all applicable services requested for each patient:
- Medical Services
- Pharmacy Services
- Specialty Services
- Support Services
3
Review Service Selection
Service Bundles:Selecting comprehensive healthcare provision services includes Expert Support and AI Technology features.Individual service selection may affect available features and support options.
Step 5: Patient Tracker
Monitor patient enrollment progress and complete required checklists.1
Navigate to Patient Tracker
Go to the “Patient Tracker” step
2
Configure Checklist (If Needed)
Click the checklist configuration button to customize the tracker checklist.You can:
- Add or remove checklist items
- Set items as required or optional
- Define document uploads or task tracking
Progress Tracking: Only required items are counted in the progress counter shown on the tracker page.
3
Complete Patient Checklists
Click anywhere on a patient’s row to open their checklist and begin working on it.Complete each item by:
- Uploading required documents
- Marking tasks as complete
- Adding any necessary notes
4
Monitor Enrollment Status
The “Enrollment Status” automatically switches to Active once you complete the checklist.
Step 6: Pending Pool - Provider Assignment
The final step is assigning patients to healthcare providers.1
Navigate to Pending Pool
Click on “Next: Pending Pool” or select the Pending Pool step
2
Select a Provider
Click the provider selection button to choose which provider will care for these patients.
3
Select Patients
You have two options:Option A - Assign All Patients:
- Click to select all patients at this facility
- Assign them to the provider chosen in the previous step
- Pick patients individually for custom assignments
- Assign different patients to different providers as needed
4
Save Changes
Click “Save Changes” to complete the assignment process
5
Confirm Changes
Click “Confirm Changes” when prompted
6
Close and Complete
Click “Close” to finish the workflow
✅ You’re all set! Provider Ops can now begin scheduling visits for these patients. 🚀
Workflow Summary
Here’s the complete CRM workflow at a glance:| Step | Action | Result |
|---|---|---|
| 1 | Create Facility | Facility profile created, admin invited |
| 2 | Select Facility | Ready to add patients |
| 3 | Add Patients | Patients added (individually or in bulk) |
| 4 | Services Selection | Services assigned to each patient |
| 5 | Patient Tracker | Checklists completed, status activated |
| 6 | Pending Pool | Patients assigned to providers |
Key Concepts
Contract Statuses
| Status | Meaning | When to Use |
|---|---|---|
| Not Contracted | No contract in place | Initial facility creation |
| Pending | Contract in negotiation | During contract discussions |
| Active | Contract signed and active | After contract execution |
| Churned | Contract ended | When the facility leaves AllCare |
Enrollment Statuses
| Status | Meaning | Automatic Trigger |
|---|---|---|
| Not Started | Patient added, not enrolled | Initial patient creation |
| In Progress | Working through the checklist | Checklist started |
| Active | Enrollment complete | All required checklist items done |
| Completed | Services delivered | Patient discharged or cycle complete |
Service Categories
Service categories help Operations teams:- Forecast Demand - Anticipate service needs
- Ensure Supply - Maintain adequate resources
- Plan Resources - Allocate staff appropriately
Frequently Asked Questions
How is the facility administrator invited when I create a new facility?
How is the facility administrator invited when I create a new facility?
When you provide the administrator’s details during facility creation, the system automatically invites the administrator using the saved information and assigns them to the same facility.Make sure you enter complete administrator information on the facility creation screen.
Which checkboxes must I select on the facility creation screen and why?
Which checkboxes must I select on the facility creation screen and why?
Be sure to check these boxes on the facility screen:
- ✅ Ordering - Only for facilities working with AllRx Pharmacy
- ✅ eMAR - Electronic Medication Administration Record
- ✅ Bubble Pack - Medication packaging service
- ✅ Notes - Clinical notes functionality
- ✅ Tasks - Task management features
How do I upload patients in bulk and what should I do first?
How do I upload patients in bulk and what should I do first?
For a roster bulk upload:
- First, select the correct facility
- Then, upload the file, sheet, or take a picture of the list
What does the Patient Tracker checklist track and how is progress measured?
What does the Patient Tracker checklist track and how is progress measured?
The Patient Tracker checklist can include items that are either:
- Documents to upload (e.g., consent forms, medical records)
- Tasks to track until completion (e.g., initial assessment, insurance verification)
How does service selection affect available features?
How does service selection affect available features?
Comprehensive Service Selection:
- Selecting all healthcare provision services for a patient
- Includes Expert Support and AI Technology features
- Selecting individual services
- May affect available features and support options
Can I manually override the enrollment status before completing the checklist?
Can I manually override the enrollment status before completing the checklist?
Yes! The enrollment status automatically switches to Active once you complete the checklist, but you can manually override it at any time—even if the checklist isn’t finished.This manual override is designed to prevent operational delays when certain steps need to be bypassed.
Can I assign different patients to different providers?
Can I assign different patients to different providers?
Yes! In the Pending Pool step, you have two options:
- Assign All - Select all patients at a facility and assign to one provider
- Individual Assignment - Pick patients individually for custom assignments to different providers
Best Practices
Troubleshooting
Administrator not receiving invitation
Administrator not receiving invitation
Check:
- Email address entered correctly
- Email not in spam folder
- User hasn’t already been invited
Can't save facility creation
Can't save facility creation
Possible causes:
- Required fields missing
- Address not verified
- Duplicate facility name
Bulk patient upload failing
Bulk patient upload failing
Check:
- Facility selected before upload
- File format is correct
- All required patient fields included
Checklist not showing progress
Checklist not showing progress
Remember: Only required items count toward progress percentage.Check:
- Items marked as “required” in the checklist configuration
- Items actually completed
- System has saved changes
Next Steps
After completing the CRM workflow:Provider Scheduling
Provider Ops can now schedule visits for assigned patients
Monitor Progress
Track facility and patient progress through dashboards
Patient Management
Facility staff can now manage their enrolled patients
Reporting
Generate enrollment and activity reports