You signed in with another tab or window. Reload to refresh your session.You signed out in another tab or window. Reload to refresh your session.You switched accounts on another tab or window. Reload to refresh your session.Dismiss alert
For: Front desk and new patient coordination staff
Last updated: February 2026
Welcome to the CareClinic HubSpot guide. Work through these docs in order during onboarding, then keep the Cheat Sheet and Rules at your desk for daily reference.
1. Quick Reference Cheat Sheet
Your daily desk reference. How to search contacts, add notes, which fields you can edit, pipeline stages at a glance, and who to contact for help.
For: CareClinic Operations Staff
Print this and keep at your desk
Finding a Contact
Quick Search (Fastest):
Press / or click search bar (top right)
Type name, email, or phone number
Click the matching result
Tips:
Partial names work ("Smith" finds "John Smith")
Phone works with or without formatting
Email search is exact - spelling matters
Adding a Note
Open the contact record
Click Notes tab in center timeline
Click Create note
Type your note (start with date + initials)
Click Save note
Example note:
1/8/26 - JS: Patient called about TMS. Sent info packet. Follow up in 1 week.
Fields You Can Edit
CAN Edit
CANNOT Edit (auto-managed)
Notes
First Name, Last Name
Preferred Location
Email
Referral Source
All Phone Numbers
Address, City, State, Zip
Date of Birth
Charm Record ID
Engagement Status (active/lapsed)
If patient info needs to change → Update in Charm (it syncs automatically)
Finding Dashboards
Click Reporting (top nav)
Click Dashboards
Select from list:
Executive Summary
Marketing Acquisition
Funnel Conversion
Retention / Leakage
Unit Economics
To filter by date: Use date picker (top right of dashboard)
To export: Hover over report → Click ⋮ menu → Export
Pipeline Stages Quick Reference
New Patient Intake (primary - this is where coordinators work daily):
New Intakes → 1st Attempt → 2nd Attempt → 3rd Attempt → In Process → Scheduled → Seen
SMS goes out automatically when you drag a card to 1st/2nd/3rd Attempt. Replies show up in HubSpot Inbox.
Mental Health (treatment tracking):
Intake → Payment → Scheduled → Visit Completed → In Treatment → Closed
Infusions (treatment tracking):
Intake → Payment → Scheduled → Treatment Started → In Series → Closed
Why: Your changes will be overwritten on next sync.
These fields are READ-ONLY:
First Name, Last Name
Email
Phone, Mobile, Home Phone, Work Phone
Address, City, State, Zip
Date of Birth
Charm Patient Status
Charm Record ID, Charm Facility
Emergency Contact
Instead: Update in Charm → auto-syncs to HubSpot
2. DO NOT Delete Contacts
Why: Breaks sync connection, loses history, may cause duplicates.
Instead:
Duplicate? → Report to supervisor
Spam? → Tag as spam, notify supervisor
Patient requests deletion? → Follow official process
3. DO NOT Create Contacts Manually
Why: Causes duplicates, breaks integrations.
Instead:
New inquiry → Direct to Cognito form
Phone inquiry → Enter in Charm if scheduling
Walk-in → Enter in Charm
4. DO NOT Send Emails from HubSpot
Why: Bypasses team collaboration in Missive.
Instead: Send all patient emails from Missive
5. DO NOT Edit Engagement Status
Why: This field is managed by automated daily workflows that calculate whether a patient is "active" or "lapsed" based on their last appointment date from Charm.
Instead:
Let the daily workflows handle it automatically
If you think a patient's status is wrong, check their last appointment date in Charm
Ask supervisor if something looks off
6. DO NOT Merge Duplicates Yourself
Why: Can lose data if done incorrectly.
Instead: Report both records to supervisor for proper merge
Red Flag Thoughts
If You're Thinking...
STOP and...
"I'll just update this address"
Check if it's a Charm-synced field
"I'll delete this duplicate"
Report to supervisor instead
"I'll create a contact for this caller"
Direct them to Cognito form
"I'll change this patient's engagement status"
It updates automatically every day
"I'll send a quick email from here"
Use Missive instead
"I'll merge these two contacts"
Report to supervisor
When In Doubt
Ask your supervisor before:
Making any change you're unsure about
Deleting anything
Changing lifecycle stages
Handling unusual situations
Help Contacts
Issue
Contact
Login problems
IT Support
Duplicates
Operations Supervisor
Dashboard questions
Operations Manager
Integration issues
IT Support
If you remember nothing else: When in doubt, don't delete - ask instead.
A: HubSpot is our Customer Relationship Management (CRM) system. It tracks patient inquiries, manages marketing campaigns, and provides reporting dashboards. It's NOT used for clinical documentation (that's Charm) or sending emails (that's Missive).
Q: Where does the patient data in HubSpot come from?
A: Data flows INTO HubSpot from two main sources:
Cognito Forms - When patients submit intake forms
Charm EMR - When patients are added or updated in Charm
Keragon (our middleware) handles these automatic syncs.
Q: Which system is the "source of truth" for patient info?
A:Charm is the source of truth for patient information (name, address, phone, status). HubSpot is the source of truth for marketing data (which ad they clicked, email engagement, pipeline stage).
Finding & Viewing Contacts
Q: How do I search for a contact?
A: Press / or click the search bar in the top right. Type the patient's name, email, or phone number. Click the matching result.
Q: Can I search by phone number?
A: Yes! You can search with or without formatting. Both 7036657953 and (703) 665-7953 will work.
Q: What do the different sections of a contact record show?
A:
Left sidebar: Contact properties (name, email, status, etc.)
Center: Activity timeline (calls, notes, form submissions)
Right sidebar: Associated deals, companies, tickets
Q: How do I see a patient's call history?
A: Open the contact record, look at the center timeline, and filter to "Calls" to see all logged calls from CallRail.
Editing & Updates
Q: Can I update a patient's address in HubSpot?
A:No. Address (and other patient info) syncs from Charm. Update it in Charm and it will automatically sync to HubSpot within minutes.
Q: What CAN I edit in HubSpot?
A: You can add notes, update "Preferred Location" (if different from Charm facility), and update "Referral Source" if you learn it during conversation.
Q: How do I add a note to a contact?
A: Open the contact → Click "Notes" tab → Click "Create note" → Type your note → Click "Save note". Best practice: Start with date and your initials.
Q: A patient wants their information deleted. What do I do?
A: Do NOT delete the contact yourself. Report to your supervisor. Proper deletion requires action in both Charm and HubSpot, following official data deletion procedures.
Duplicates & Issues
Q: I found what looks like a duplicate contact. What should I do?
A: Do NOT delete or merge it yourself. Note both contact records (names and emails) and email your supervisor. They will properly merge the records.
Q: A patient says they submitted a form but I can't find them. What's wrong?
A:
Try different search terms (alternate spelling, phone number)
Wait a few minutes - syncing isn't instant
If still not found after 10 minutes, ask your supervisor to investigate
Q: Why can't I create a contact manually?
A: Manual creation causes duplicates and breaks integrations. Instead:
Direct patients to submit a Cognito form, OR
Enter them in Charm (it syncs to HubSpot automatically)
Pipelines & Stages
Q: What's the difference between Lifecycle Stage and Pipeline Stage?
Pipeline Stage = Where they are in a specific service journey (Intake → Scheduled → Treatment)
Q: When should I manually update a pipeline stage?
A: When:
Payment is confirmed → Move to "Payment Received"
Appointment is scheduled → Move to "Scheduled"
Visit is completed → Move to "Visit Completed"
Patient decides not to proceed → Move to "Closed Lost"
Q: How do I change a pipeline stage?
A: Open the contact → Find the Deal in right sidebar → Click the Deal → Find "Deal Stage" → Click and select new stage.
Dashboards & Reports
Q: Where are the dashboards?
A: Click Reporting in top navigation → Click Dashboards → Select from the list.
Q: How do I change the date range on a dashboard?
A: Look for the date picker in the top right of the dashboard. Click it to choose preset ranges or custom dates.
Q: How do I export data from a dashboard?
A: Hover over the report → Click the three-dot menu (⋮) → Select "Export" → Choose Excel or CSV.
SMS & Patient Outreach
Q: How does SMS outreach work?
A: When a deal card is dragged to the 1st Attempt, 2nd Attempt, or 3rd Attempt stage in the New Patient Intake pipeline, HubSpot automatically sends a text message to the patient. You don't need to send anything manually.
Q: Where do I see SMS replies from patients?
A: Go to the HubSpot Inbox (click the chat/message icon in the top navigation). Patient replies show up there. You can reply directly from the Inbox - it goes out from the same number they received the text from.
Q: Do SMS replies show up on the deal record?
A: No. The deal activity feed only shows stage changes. To see the actual text conversation, go to the Inbox or check the contact's activity timeline.
Q: What is "Engagement Status" on a contact?
A: This field automatically tracks whether a patient is "active" (seen within the last 90 days) or "lapsed" (not seen in 90+ days). It updates daily based on appointment data from Charm. Do not edit this field manually.
Integrations
Q: My Dialpad calls aren't showing up in HubSpot. Why?
A: Your Dialpad login email MUST exactly match your HubSpot login email. If they don't match, contact IT to update one of the accounts. Once matched, calls will appear on the contact's activity timeline.
Q: How do ClickUp tasks get created?
A: When a patient submits an intake form, HubSpot automatically creates a ClickUp task routed to the appropriate list based on their service interest.
Q: Where do I work patient tasks - HubSpot or ClickUp?
A: Work tasks in ClickUp. If you need more patient info, search HubSpot using their name.
Getting Help
Q: Who do I contact for HubSpot issues?
A:
Login/access problems → IT Support
Duplicate contacts → Operations Supervisor
Dashboard questions → Operations Manager
Integration not working → IT Support
Q: Where can I find more detailed documentation?
A: Ask your supervisor for access to the Knowledge Transfer document and Technical Reference guide.
Instructions: Select the best answer for each question.
Passing Score: 8/10 correct
Questions
1. A patient calls and says their address has changed. What should you do?
a) Update their address directly in HubSpot
b) Tell them to submit a new intake form
c) Update their address in Charm (it will sync to HubSpot)
d) Delete the contact and create a new one
2. What is the fastest way to search for a contact in HubSpot?
a) Go to Contacts > Contacts > Search
b) Press / and type the name, email, or phone
c) Go to Reporting > Find Contact
d) Use the ClickUp integration
3. Which system is the "source of truth" for a patient's phone number?
a) HubSpot
b) Cognito Forms
c) Charm
d) CallRail
4. You notice two contacts that appear to be the same person. What should you do?
a) Delete one of them
b) Merge them yourself using the merge tool
c) Note both records and report to your supervisor
d) Edit one to mark it as "duplicate"
5. A new patient calls asking about TMS therapy. They haven't submitted a form yet. What's the best action?
a) Create a contact for them manually in HubSpot
b) Direct them to submit a Cognito intake form
c) Add them to Charm and wait for sync
d) Send them an email from HubSpot
6. Where do you find the Funnel Conversion dashboard?
a) Contacts > Dashboards > Funnel
b) Reporting > Dashboards > Funnel Conversion
c) Settings > Reports > Conversion
d) Marketing > Analytics > Funnel
7. For Dialpad calls to appear in HubSpot, what must be true?
a) The patient must have an email on file
b) The call must be longer than 2 minutes
c) Your Dialpad login email must match your HubSpot login email
d) CallRail must be disabled
8. Where do patient SMS replies show up?
a) On the deal record activity feed
b) In the HubSpot Inbox
c) In ClickUp
d) In Missive
9. You need to add a note about a phone conversation with a patient. Where do you do this?
a) Edit the "Notes" property in the left sidebar
b) Send an email to yourself from HubSpot
c) Click "Notes" tab in the center timeline and "Create note"
d) Add a comment in ClickUp
10. Which of these fields CAN you safely edit in HubSpot?
a) First Name
b) Email Address
c) Referral Source
d) Charm Patient Status
Answer Key
Question
Correct Answer
Explanation
1
C
Address is a Charm-synced field. Update in Charm and it syncs automatically.
2
B
Press / for quick search - fastest method.
3
C
Charm is the source of truth for patient information.
4
C
Never delete or merge yourself. Report to supervisor for proper handling.
5
B
Direct patients to submit Cognito forms. Never create contacts manually.
6
B
Reporting > Dashboards > select from list.
7
C
Dialpad requires matching login emails between systems.
8
B
SMS replies from patients appear in the HubSpot Inbox, not on the deal record.
9
C
Use the Notes tab in the activity timeline to create notes.
10
C
Referral Source is a HubSpot-only field. The others sync from Charm.
Scoring
10/10: Excellent! You're ready to use HubSpot independently.
8-9/10: Good understanding. Review the questions you missed.
6-7/10: Review the training materials and retake the quiz.
Below 6: Schedule additional training with your supervisor.
Bonus Scenarios
Scenario A
A patient emails saying they want to cancel their upcoming appointment. What do you do?
Answer: Do NOT cancel in HubSpot. HubSpot doesn't manage appointments. The appointment should be cancelled in the scheduling system (Charm or relevant booking tool). Update the Deal stage to "Closed Lost" if they're not proceeding with treatment.
Scenario B
You're looking at a contact and notice their phone number looks wrong. It shows +17036657953 but you think it should be 703-665-7954. What do you do?
Answer: Do NOT edit it in HubSpot. Verify the correct number in Charm first. If Charm has the wrong number, update it there. If Charm is correct, the HubSpot data will sync automatically. The +1 format is correct (E.164 international format).
Scenario C
A supervisor asks you to send a quick email to a patient from HubSpot. What do you do?
Answer: Politely explain that CareClinic uses Missive for patient emails. Send the email from Missive instead to maintain team collaboration and follow email protocols.
