Alis Family Psych | Pipeline Friction Analysis

Internal data audit on lead decay, HVA response times, and intake bottlenecks.

Internal Data Findings

I looked at our actual response rate data and the time it takes to get a patient from initial intake into Tebra EHR. The numbers are abysmal. Here is exactly where we are bleeding patients before they even reach clinical review.

Issue 1: HVA Accountability
30+ Hours
Average response time. (Observed variance: 24h to 5 Days).
Why this happens: The manual process is completely broken and dependent on who sees the ticket. We just found a patient (Patient A) who waited 5 days for a response, another who waited 3 days, and one where the response is entirely missing across both Hushmail and Tebra SMS. Meanwhile, Joan and Precious resolve tickets same-day.

The Fix: This severe inconsistency is exactly why I built the API to connect Jotform submissions directly to Chanty notifications. We had to force immediate visibility, but we need Keragon to eliminate the manual routing entirely.
Issue 2: The Jotform Bottleneck
16%
completion rate
Average time to complete: 46 minutes.
The Reality: That 16% is just the form completion rate. The actual conversion rate from this form into a booked patient is absolutely lower.

Holly added that massive "Information for Patients" section, turning this into a 14-page book. By any logic, no cold or organic B2B traffic is going to sit down and fill this whole thing up.
URGENT DECAY ZONE

Conversion Lift by Response Time

Visualizing the 3-minute psychological window of intent.

*Data Disclaimer: Conversion lift metrics sourced from the Harvard Business Review (HBR) & Velocify Lead Response Management Study.

The 1-Minute Imperative

Patients actively seeking psychiatric care are in a state of high psychological intent. Responding in exactly 1 minute captures an active dopamine spike, yielding a 391% conversion lift.

Automated System Response < 1 sec

The Human Bottleneck

At just 3 minutes, human reaction time mathematically cuts the conversion probability by nearly 75% (down to 98% lift). The patient's urgency has already dissipated.

Current Manual Delay 30+ hours

Patient Behavioral State & Conversion Drop

Translated into actual patient behavior and business impact.

Response Time Conversion Lift Patient's Mindset (Behavior) Business Impact
1 Minute 391% Lift Actively seeking help: Still staring at their screen/phone. Absolute maximum probability of booking.
2 Minutes 160% Lift Distracted: Opening other tabs, looking at social media. Massive drop. Losing over half our chances.
3 Minutes 98% Lift Moving on: Starting to Google other clinics. Bare minimum threshold for decent ROI.
30 Minutes 62% Lift Busy with life: Left the screen, driving, or eating. Lead freezes. Wasted marketing spend.
1 Hour 36% Lift Frustrated: Forgot they even reached out to us. Very hard to get them on the phone.
24 Hours 17% Lift Cold Lead: Reaching out to competitors. Basically cold calling at this point.
30+ Hours (Our Avg) ~11% Lift Gone: Already booked an appointment elsewhere. Actively bleeding patients to other clinics.
48 Hours 5% Lift Dead Lead: Completely unresponsive to calls/texts. Complete loss of potential revenue.

Proposed Solution: Zero-Latency Routing

Patient Submits Form
→
Keragon Intercepts
→
Instant Chanty Alert
→
HVA Verifies Tebra
→
1-Minute Response

Deployment Status: The core API architecture is already built. I will be syncing with Emily this week to run live operational tests. We need her expertise to ensure the workflow runs perfectly smoothly for the HVAs and to anticipate any potential friction points before full rollout. Ultimately, removing the manual routing delay via this automation is mathematically the only way we will ever achieve sub-10 minute response times and stop bleeding leads.