Check #ams-playbook-improvement and #ams-process-channel.
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A. Communications
Review new communications and history. Handle what belongs to CS; escalate what doesn't.
B. Pending / In Review Safety Sweep
C. Video Visit Sweep
Check Awaiting Video and Needs Scheduling. Contact patients who need action.
D. HealthAide Technical / Account / Payment Problem
Read full history → check tags/member status → determine where they are in the AMS Journey → give a clear next step.
Special branches
Required script: "We've switched all medical conversations to the portal because it's more secure and HIPAA-compliant." Reason (don't say this part to the patient): texting is not HIPAA-compliant, so a medical conversation left in GHL is a compliance risk.
Fulfillment routing
• HealthAide = standard fulfillment.
• Brand / Retail = iPrescribe / Rcopia.
• VIOS + Tirzepatide 17mg = Refill.co, handled through Moe/Nicole.
Core resources
Compound med, not in the store → Refill.co
Anything else → retail pathway, then branch by state:
• Any other state → Nicole's patient
• Georgia → can't do retail there — refer out to Maribel at a different practice (this loses the client)
Any other state + Bridge tag → task for Linda, who routes it to Nicole.
Refill & order-status resources (verified current by Linda)
Rx / Pharmacy problem
First determine where the Rx was filled — HealthAide or Refill.co:
HSA / FSA / documentation
Prior Authorization / Medicare Bridge Program
AMS can assist with Prior Authorizations. PA fee: $75. Move to HealthAide → PA Pipeline → assign Anne Marie as owner → create GHL task.
Medicare Bridge still needs its own documented process/final decision — not built yet.
Pricing / financial questions
Member vs. non-member access
Non-members → medical care only. No GoCollab, no Q&A SMS, no AMSpace.
Members → full access (GoCollab calls, AMSpace, everything).
"Community" tag → a small legacy group grandfathered in from an old promo — one-time-care clients, not members, but they keep community access.
Work required Client Success stages. Keep active patients in In Discussion until the interaction is complete. People where we need people. Automation where we can.
Check/fix tags while working the patient — not a separate end-of-shift project.
If YES — create the task with a clear action, context, due date, correct patient, and ONE owner. Unclear ownership → Linda (never for urgent/safety situations).
Work incoming conversations. Complete follow-ups. Complete assigned tasks. Follow the linked process whenever a client need branches.
