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Patient Enrollment

Prefer a template? Install the bundle.

Build a Member enrollment Journey
Capture intake in a Form, then email next steps once staff mark it Ready. Read the transcript

Build an intake Workflow that records a Member's details, then use a Journey to acknowledge the request, send it to the intake Workflow, and route follow-up based on a staff-maintained status. A coordinator receives a notification when the status is not ready after two days.

Before you start​

  • Before using real health data, confirm Gravity Rail has authorized the intended workspace and services for PHI; see Using Gravity Rail with PHI. Use synthetic data until authorization is confirmed.
  • Use a synthetic workspace, an authorized Patient Support Inbox, a Main Line, and a named enrollment coordinator for setup and testing.
  • Confirm the intake fields, contact consent, email/SMS content, and staff follow-up interval with the responsible team.
  • Keep Enrollment status staff-only; the Agent and Member must not set this status themselves.

Build the intake Workflow​

  1. In Forms, create an Enrollment Form with an Enrollment status Enum field whose values are New, Ready, and Complete. Set the default to New and access to Admin Only.
  2. Add Name, Phone, Preferred language, ZIP code, and Contact consent to the Form. These are the fields the Agent will collect; do not expose the admin-only status field to it.
  3. In Workflows, create Enrollment with a Capture Basic Information Task and the prompt Help them enroll as a patient. Add the Form Access ability and allow the Task to create the Enrollment record and read/write only the five intake fields above.
  4. Select the Grok Voice model in Workflow settings and publish the Workflow revision. If you add a Member Role Gate, include the External role so patients can start it.

Build the enrollment Journey​

  1. In Journeys, create a Journey V2 with automatic enrollment when Enrollment status = New.
  2. On the first step, add an acknowledgment email from the authorized Inbox. Add a Send SMS Action that uses the Main Line and this published Enrollment Workflow so replies can open the intake conversation.
  3. Create an Enrollment ready Member Filter for Enrollment status = Ready. After the first step, add a decision that waits for this filter for up to 2 days; create a Ready route and an Otherwise route.
  4. On Ready, add a Ready for onboarding step with a next-step email Action. On Otherwise, add a Coordinator follow-up step with an internal notification to the named enrollment coordinator.
  5. Add an independent End Condition for Enrollment status = Complete. Review the Journey graph so Complete exits during the wait as well as after a route runs.
  6. Check the Workflow's Member Role Gate, Inbox and Main Line settings, message content, contact consent, and the two-day staff response interval. Keep external sends off until these have been reviewed.

Test with synthetic Members​

  1. Start a synthetic Member in a web Chat on the Enrollment Workflow. Confirm the Agent creates an Enrollment record with the five intake fields and that Enrollment status remains New.
  2. Confirm a New Member enters the Journey and the acknowledgment and SMS Actions are configured for the authorized Inbox, Main Line, and Workflow.
  3. Update the same record to Ready before the two-day deadline. The Ready route should make the onboarding email eligible.
  4. In a separate test, leave the status not Ready through the deadline. The Otherwise route should make the coordinator notification eligible.
  5. Set status to Complete during the wait and confirm the independent End Condition ends the Journey.

Check the saved Enrollment record and Journey path in the workspace. A configured email or SMS Action does not prove delivery; confirm delivery through the Inbox and messaging provider before relying on outreach.

Optional: use the free Journey Bundle​

The Bundle is a separate starting point: it includes the Form and Journey, but not the intake Workflow or automatic enrollment. Its emails start inactive, and it marks records for review instead of notifying a coordinator directly. See the Enrollment Bundle details before installing it.