Turning a request into a scheduled patient.
Every person who reaches out to MHMG took a hard first step. Our job is to make the next one effortless — reach them fast, stay warm, and never let a lead slip through the cracks.
Speed is the whole game
Attempt 1 is not "morning of Day 1" — it's within 5 minutes of the lead landing in Kommo. Every minute of delay lowers the odds of ever reaching them. Call first, then message.
If a patient signals crisis — stop the cadence
We are a behavioral health practice. If anyone expresses thoughts of self-harm, harm to others, or an emergency, this is NOT a sales situation. Direct them to call or text 988 (Suicide & Crisis Lifeline) or 911, escalate to a provider immediately, and follow the crisis protocol. Never leave clinical details (diagnosis, condition, reason for care) in a voicemail, SMS or WhatsApp — HIPAA. Keep every message generic: "your request", "getting started", "our team".
10 attempts, 3 channels, one goal: reach them.
Front-load hard in the first two days, then space out — a lead may be unwell, hospitalized, or traveling. Rotate the channel and the call time every attempt (morning · midday · late afternoon) to catch them in a moment when they can talk. Always leave a voicemail. If the lead has no WhatsApp, swap it for SMS.
What they say — and how we answer.
Warm, never pushy. In behavioral health, pressure backfires. Acknowledge, reassure, and give the next small step.
The snooze is your friend
"Call me next week" is a win, not a rejection. Set a Kommo task for the exact date they gave, pause the cadence, and pick it up right on time. A lead who set the time is far warmer than a cold retry.
No lead — or patient — is truly lost.
Lead recovery. When a lead reaches Attempt 10 with no answer, don't delete — move them to a Nurture stage in Kommo. Re-touch once a month with a short, warm check-in. Circumstances change; the person who couldn't start in March often can in May.
Patient follow-up — 3 months+ with no visit. Pull the list of patients with no completed appointment in 90+ days from the MHMG BI. These are people who started care and drifted. A single caring outreach — "We've been thinking of you; would you like to get back on the schedule?" — recovers a meaningful share. Keep it generic, no clinical detail.
Reactivation script (3M+ patients)
"Hi [Name], this is Dany with Mental Health Mastery Group. It's been a little while and we wanted to check in — we're here whenever you'd like to get back on the schedule with our team. Just reply and I'll take care of the rest."
The rest of the Sales track.
These modules are outlined and coming into the playbook. Each will carry step-by-step tutorials, screenshots, and scripts — same bilingual format.
RingCentral
Making calls, sending SMS, voicemail drops, call logging into Kommo.
Kommo (CRM)
Pipeline stages, tasks, tags, and how the cadence lives inside Kommo.
PCP Prospecting & Nurturing
Finding, approaching and nurturing primary-care clinics as referral partners.
PCP Visit Scripts — Dr. Leo
Building visit routes and talk tracks to support Dr. Leo in the field.
MHMG BI Insights
Pulling insights from the BI for Dr. Leo and Flávio — pipeline, sources, recovery.
Approach & Rapport
Tone, empathy, and warm-transfer tips specific to behavioral health.