Internal Agent Guide: Member Onboarding Forms (Consent, Contact, & Status Check)

This internal guide provides agents with mandatory steps for verifying a member's enrollment forms (Informed Consent, Emergency Contact). Agents must emphasize the in-app To-Do List and look for the "In Progress" status to confirm submission. Understanding the status workflow is critical to prevent unnecessary JIRA tickets and ensure members can proceed immediately to scheduling their first consultation.

1. Informed Consent (Required for All Programs)

Purpose: This agreement is mandatory for all programs and must be accepted before service initiation.

A. If Onboarding Yourself through the Mobile App

During initial app setup, the member sees a checkbox for the "Clinical Services and Practice Policies Agreement".
Member checks the box to agree to the Informed Consent terms.
- Action: Advise the member to tap the URL if they wish to review the full terms before agreeing.

B. If Assisted with Onboarding (Over the Phone)

After downloading and opening the mobile app, the member will see a pop-up requesting acceptance of Terms of Use and Clinical Services and Practice Policies.
Member taps Accept to agree to the terms after review.

C. Informed Consent for Therapy and Care Navigation (Therapy Program Only)

The member sees an additional item on the To-Do List for Informed Consent for Therapy.
Member types their name in the box provided and taps Complete to agree.

2. Form: Member Contact Information (Emergency Contact)

This form is available to the member immediately upon enrollment and must be submitted before their consultation.

A. How to Complete the Form (Member Steps)

Member opens the Home screen and taps “See All” under the “To-Do List”.
Member taps “Form: Member Contact Information”.
Member enters all required details, taps “Complete”, and then “Send” on the pop-up.

B. Agent Verification & Internal Status Guidance (Critical)

Verification ensures the member is ready for the next step, such as scheduling their first appointment.

Status Indicator	Member Sees / Agent Must Confirm	Internal Agent Guidance
Submission Status	Member sees the status change immediately to "In Progress" on the To-Do List.	The "In Progress" status is the official, immediate confirmation that the form was sent. This is sufficient for the member to proceed.
Green Checkmark	The member will eventually see a green check-mark indicating final completion (though this may lag).	DO NOT RELY ON THIS: The app does NOT instantly update with the checkmark. Do not submit JIRA tickets for a missing green checkmark; the 'In Progress' status is sufficient proof.
Agent Action	Direct the member to confirm the "In Progress" status.	Prioritize directing the member to their To-Do List to ensure all mandatory surveys are completed.

🚨 IMPORTANT: Managing Incomplete Contact Form Tickets

There is no need to submit a ticket for an incomplete Member Contact Form if the member has not yet been placed in AMS. This is standard system behavior.

Understanding the Flow:

Member is assigned to AMS.

Their DoseSpot ID populates (assuming no issues with address/phone).

The Contact Form status automatically updates to Completed.

Actionable Guidance:

If Member is NOT in AMS: Do not ticket. The form status will correct automatically upon AMS placement.

If Member IS in AMS and the form remains incomplete: This is an actual issue. Please submit a support ticket to address the delay.

Next Steps: Provide the member with the relevant KB link for any further guidance: [How do I complete my Informed Consent and Form Member Contact Information].

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