Operations Review Call Log SOP V2 2025

Log into Hubspot and locate the Company you are working on. 

On the far right of your screen, scroll down to the Playbooks section. 

Select Operations Review Call Log

In the "Type Here" section of the Meeting Attendees section, provide the name of the person who cancelled, rescheduled or was a No-show to the call and the date of notification.

In the section Mark Yes When Complete, click on the No button.  The box will turn light blue when selected.

Select the applicable call Outcome as either Cancelled, Rescheduled or No-show Client.  Make sure the Call Type shows as "Operations Review Call".  Then, click the Log Call button.

Log into HubSpot and locate the Company you are working on. 

On the far right of your screen, scroll down to the Playbooks section.  Select Operations Review Call Log.

Fill out the sections as follows:

*** IMPORTANT ***

ONLY the section of the playbook "Type here" will be in your recap.   Any internal notes you do not want to send to the client in your email recap should be typed in the “Notes" section.  In the steps noted as REQUIRED, you must enter something in the box that says "Type here".  If you truly have nothing to document in those sections of the playbook, enter N/A.

*Required* Temperature Check (Select ONE)-**PLEASE REMOVE THIS COLOR CODE FROM ANY OUTGOING CLIENT COMMUNICATIONS PRIOR TO SENDING** this is intended to gauge the disposition of the client and how they are feeling about the work we do for them at the time of this call. (the 'Notes section will contain any internal notes. These are hidden and should not be shared with the client.)

•  🟢 = Happy
•  🟡 = Uneasy
•  🟥 = Upset

1. Start with listing the names of all meeting attendees 

2. Next complete the "Topics Discussed". (REQUIRED for Call Log to be captured)

Remember: In the first box you will enter all customer facing information to be included in your recap email at the end. *Any notes you would like kept internal, please enter these in the second box for "Notes".*

3. Next complete "Outstanding Items & Status Updates" with any billing issues you are still working on and provide status updates as needed. Again, any notes you do not want in your customer recap email, place them in the "Notes" section. (REQUIRED for the Call Log to be captured)

4. Then complete the section for "New Items" for any new issues brought to your attention or to the practices attention or any action items.  These should be items that you are planning to work or investigate.  (REQUIRED for the Call Log to be captured)

5. Next you will complete the "Closed/ Resolved Items" and document anything discussed that has been resolved and removed from your action plan or to do list for this particular practice. (REQUIRED for the Call Log to be captured)

6. Lastly you will complete the section with any last notes from your meeting (Internal notes). 

7. Mark YES when completed. Select YES (REQUIRED)

8. Survey link will be added to the email recap: Select “Confirmed” (REQUIRED)

9. In the bottom right of the playbook, be sure to select the Meeting/ Call type as "Operations Review Call"

10. To log the notes as a call, click on "select outcome' and select "CONNECTED". Then Click Log Call 

10a.  Select Calls from the Activity area and ensure that the following fields are exactly updated as shown below for the call you just logged. These fields are crucial for the automation to function correctly.

1. Contacted – You can select multiple contacts from the list. Ensure that all selected contacts are added as recipients when sending the recap email.
2. Outcome – If you have selected the outcome as “Connected” on the playbook it will pre-populate, still please verify it is accurate.
3. Type - If you have selected the type as “Operation Review Call” on the playbook it will pre-populate, still please verify it is accurate.
4. Direction – Please select “Outbound”

PLEASE ENSURE THAT ALL CALLS ARE LOGGED PROMPTLY. ADDITIONALLY, AN EMAIL RECAP SHOULD BE SENT TO THE CLIENT IMMEDIATELY AFTER EACH CALL. THIS EMAIL WILL INCLUDE A SURVEY LINK FOR CLIENTS TO PROVIDE THEIR FEEDBACK ABOUT THE OPERTIONS REVIEW CALL. (The survey will not go out unless you send this email to the client)

If the person to receive the survey is not already set up as a Contact in Hubspot, they must be added as an associated Company Contact.  The following are the steps to do that. 

1. On the practice's Company page, go to the Contact section on the right-hand side of the page and click on the +Add.
2. Click to search the contact in "Add Existing" first to ensure a duplicate contact is not created. If not found in existing contacts, create the contact by clicking on the "Create new" tab and enter the Contact's Email, First Name, Last Name, and Phone number. (Existing contacts can have multiple emails, please do not add a contact simply because of a different email address. You can add the additional email as secondary on the same contact record)
3. Click on the Create button. (Or NEXT if selecting an existing contact)

10. Meeting recap notes must be sent for all meetings using the HubSpot Email template titled "Operations Review Call- Follow up".

1. From the company record, click Create Email
2. Contact: Ensure the correct contact(s) is/are listed
3. Click at the top on Template to select the template
4. Use template called: Operations Review Call- Follow up

When you select the template, it will auto populate with all notes from your log and a survey link. Remember to remove the "Client Temperature" section before sending. 

Warning: Attachments with PHI should not be sent in HubSpot. It is recommended that anything with PHI is loaded in the software and referenced in your email or sent via Outlook using an encrypted email. 

TASKS

Automatic tasks/ reminders are set to notify you when it has been 7-10 days since your last call/ meeting so you can prepare an agenda.