ZOHO CRM Development

Zoho Framework

Big Picture Goal We’re building a single patient-centered CRM that supports:

• Navigator (intake + routing)
• RPM (Remote Patient Monitoring)
• CCM (Chronic Care Management)
• Appointment Scheduling
• Insurance Broker / C-SNP enrollment

Key principles:

• One patient = one record
• Multiple pipelines tied to that patient
• Clear ownership per team
• Strong tracking on conversions per program

Step 1 — Sandbox Setup 1. Go to Setup (gear icon) 2. Search Sandbox 3. Click Create Sandbox 4. Name it something like: Patient_CRM_Build 5. Switch into that environment before starting

Step 2 — Modules We’ll keep this simple:

• Patients (main module)
• Deals (rename to: Pipelines)
• Tasks (default)
• Calls (default)

No additional modules for RPM, CCM, etc.

Step 3 — Patient Layout (Important) Go to: Setup → Modules → Patients → Layout Top Section (Header feel)

• Patient Photo (image field)
• Name
• DOB
• Risk Level

On the right side:

• RPM Status
• CCM Status
• C-SNP Status

Call Control Section (directly underneath)

• Last Contact Date
• Last Contact Outcome
• Next Contact Date
• Assigned Rep
• Active Outreach Owner
• Contact Lock Until

Additional Sections Program Eligibility

• RPM Eligible
• CCM Eligible
• C-SNP Eligible
• SDOH Need

Basic Info

• Phone
• Insurance
• PCP
• County
• Language

Step 4 — Pipelines (Deals Module) Rename Deals → Pipelines Then create these pipelines: Navigator

• New Patient
• Contact Attempted
• Reached
• Needs Identified
• Qualified
• Routed
• Closed

RPM

• New Lead
• Contacted
• Interested
• Consent Obtained
• Device Ordered
• Device Delivered
• Setup Complete
• Active Monitoring

CCM

• New Lead
• Contacted
• Interested
• Consent Obtained
• Care Plan Created
• Monthly Engagement
• Active CCM

Appointment

• Appointment Needed
• Scheduled
• Confirmed
• Completed
• No Show

Broker (C-SNP)

• Referred
• Appointment Scheduled
• Application Started
• Submitted
• Approved / Enrolled

Step 5 — Buttons on Patient Record Inside Patients module: Create buttons for:

• Create RPM Deal
• Create CCM Deal
• Create Broker Deal
• Schedule Appointment

Each button should:

• Create a new record in the correct pipeline
• Link it to the patient
• Assign the correct team

Step 6 — Automation Go to: Setup → Automation → Workflow Rules Set up:

• RPM Eligible = Yes → create RPM deal
• CCM Eligible = Yes → create CCM deal
• C-SNP Eligible = Yes → create Broker deal
• Appointment needed → create Scheduling deal

Also:

• When a call is logged → update Last Contact fields
• Set Contact Lock for 24 hours
• If “No Answer” → create follow-up task

Step 7 — List View (Daily Use) Create a view in Patients: Name: My Calls Today Columns:

• Name
• Phone
• Insurance
• Risk Level
• RPM Status
• CCM Status
• C-SNP Status
• Last Contact Date
• Next Contact Date
• Assigned Rep

Filters:

• Next Contact Date = Today
• Contact Lock expired

Step 8 — Pipeline View In Pipelines (Deals), set Kanban cards to show:

• Patient Name
• Risk Level
• Stage
• Owner
• Next Activity Date

Step 9 — Dashboard Create widgets for:

• RPM conversions
• CCM conversions
• Broker enrollments
• Appointments completed
• Overdue follow-ups
• Calls completed

Final Notes

• Everything ties back to the same patient record
• No duplicate patient entries
• Navigator drives routing into other pipelines
• Each team works their own pipeline

Next Step Once you have this built in sandbox: 1. Send me access 2. We’ll walk through: o Patient record layout o Pipeline flow o Automation behavior 3. Then we’ll move it into production