6 workflows. A2P 10DLC critical path. PHI lives in Behave, not in GHL.
Track E is GoHighLevel CRM & marketing automation setup, configured HIPAA-compliant, for a new outpatient Suboxone/MAT clinic launching in Lansing, Michigan. GHL is the technical backbone of patient acquisition and pre-intake nurturing — the layer between the marketing website and the EHR (Behave Health). All PHI-adjacent forms, SMS automation, voice routing, lead nurturing, and pipeline tracking lives here.
PHI does NOT flow into GHL. GHL holds name, email, phone, source attribution, conversation history, and pipeline stage only. Clinical data lives ONLY in Behave EHR. This separation is a hard rule that shapes every workflow, every form, every dashboard below.
HIPAA-experienced
HIPAA tier
full sequences below
operational
How to use this packet. Read once, then submit a single quote covering one-time setup + monthly retainer + add-ons + pass-through fees. White-label rule: the practice never sees you — everything routes through Chad. The client’s identity, exact domain, and entity details are disclosed under white-label NDA at engagement confirmation — this is how we protect every client we partner you with. The platform name (GoHighLevel / GHL) and integration vendors (Behave Health, A2P 10DLC, GTM, Microsoft Clarity) are deliberately disclosed because you cannot quote this engagement without them.
Engagement snapshot
The shape of the whole job in eight numbers. GHL is the engine that converts web/GBP/Ads-driven inquiries into Behave-EHR-active-patients. First 6 months are habit-building; volume scales aggressively after.
Realistic inquiry volume forecast
A hyperlocal Suboxone/MAT clinic in a single metro. The bus campaign drives direct inquiries from day one; workflow optimization compounds over months. Build quality matters more than build speed beyond the deadline because every inquiry counts.
What this means for your quote. Response-time scrutiny is highest in Months 1–3 because every inquiry is a habit-building moment for the practice. Workflow 1 (New Patient Inquiry) and Workflow 2 (Missed Call Text-Back) carry disproportionate weight in this window — budget for monitoring and tuning, not just building.
What’s fixed, what’s yours
Two columns. Everything on the left is set — don’t quote it differently. Everything on the right is your professional call.
Locked
SetDon’t quote differently — these are decided.
- Platform — GoHighLevel (HIPAA-compliant tier). No platform substitution.
- Account architecture — Agency = Creative Partner · Sub-account = the practice · HIPAA mode ON.
- BAA chain — GHL ↔ Creative Partner ↔ the practice.
- Phone area code — Local Lansing 517.
- A2P 10DLC required — US SMS marketing compliance. Day-0 submission, no exceptions.
- 6 workflows specified — see full sequences in §04 below.
- Pipeline stages — 6 + Lost. Stage definitions specified.
- Snapshot strategy — Lansing → snapshot when stable → clone to second location.
Flexible
Your callUse your professional judgment.
- Specific SMS message copy per workflow — you propose; we approve with the practice owner. Drafts below are starting points, not final copy.
- Custom field schema — you propose; we approve based on what GA4 + reporting actually need to pull.
- Custom dashboard layout — you decide how the 7 dashboards visually present.
- Workflow branch logic for specific edge cases — out-of-area, after-hours, repeat inquiry.
- Snapshot clone-and-modify approach for the second location.
- Voice-routing tree shape — you propose based on call volume reality in Month 1–3.
Account architecture
The foundation. Creative Partner is the agency. The practice is the sub-account. HIPAA mode is on at the sub-account level. BAA chain is three-party.
Agency & sub-account
- Agency: Creative Partner (Chad Morgan).
- Sub-account: the practice (HIPAA-compliant configuration).
- Plan: GHL HIPAA-compliant tier — verify current HIPAA pricing at setup (GHL pricing has shifted over the past 12 months).
- BAA chain: GHL ↔ Creative Partner ↔ the practice. Three-party signed before any patient data touches the system.
Roles & access
- Owner — the practice founder (full access to their sub-account, no cross-tenant visibility).
- Admin — Creative Partner (configuration + observability).
- Staff — intake coordinator role provisioned for when hired (scoped to contacts + conversations, no admin).
- 2FA required on all user accounts. No exceptions, no shared logins.
HIPAA mode is the foundation
HIPAA mode toggled on at the sub-account level. Some GHL features change behavior or become unavailable in HIPAA mode — confirm specifics at setup and note any feature limitations in your risk flags.
HIPAA mode requirements
- HIPAA mode toggled ON at the sub-account level.
- All HIPAA-compliant features verified active: encrypted data at rest and in transit, audit logging enabled, PHI redaction in non-essential views, restricted feature access (certain GHL features are limited in HIPAA mode — confirm at setup).
- 2FA required for all user accounts. Enforced at the account level — no opt-out per user.
- User roles defined: owner (the practice founder), admin (Creative Partner), staff (intake coordinator role — provisioned when the practice hires).
Feature limitations to verify
- Some workflow-builder branches are restricted in HIPAA mode — confirm at setup whether the proposed Workflow 1, 3, and 4 branch logic is buildable as quoted.
- Certain integrations (Zapier, Make, third-party AI tools) are unavailable or scoped down in HIPAA mode.
- Some dashboard widgets cannot surface PHI-adjacent fields — confirm the 7 reporting dashboards in §dashboards are buildable.
- If anything in this packet is not buildable in HIPAA mode, flag it in your risk flags (§quote step 8).
A2P 10DLC registration — the gating risk
This is the single biggest scheduling risk in the engagement. Submit at Day 0. Without A2P 10DLC approval, all SMS sends are blocked. Without SMS, 4 of the 6 workflows can’t run. Don’t let this slip.
Must begin at Day 0 — 2–4 week approval window
Phone number & the 4 forms
Phone is provisioned through GHL with a Lansing 517 area code. Four forms launch with Phase 1. One of them (Insurance Verification) is treated as PHI — no automation triggers on submission.
Phone number provisioning
Forms at launch
Four forms. The Patient Inquiry form is the primary CTA — every bus-campaign lead converts through it. Insurance Verification is PHI; no automation triggers.
New Patient Inquiry — the most important workflow
Every bus-campaign lead converts through Workflow 1. Response speed is the single biggest conversion lever in Months 1–3. The full 7-touch sequence runs over 10 days; if the patient hasn’t engaged by Day 10, the contact moves to Lost.
Trigger. Patient submits the inquiry form on the website (or the bus-station QR variant). Workflow fires within seconds.
Full 7-touch sequence
Verbatim copy below is a starting point. You propose; the practice owner approves. All copy must pass the 42 CFR Part 2 + HIPAA review by the compliance attorney before SMS launch (~June 15, 2026).
Branch logic to confirm at build: what happens when the patient replies HELP, replies STOP, replies with a question mid-sequence, or completes the Behave intake portal between touches? Branch handling is in your “Flexible” column — you propose, we approve.
Missed Call Text-Back
The simplest of the six workflows and one of the highest-impact. Closes the loop on calls placed outside business hours, during the founder’s pre-opening soft-launch (when she’s not in a clinic yet), and during peak inquiry windows when calls overlap.
Trigger
- Inbound call to the practice line is not answered within the configured ring count.
- Fires regardless of whether the caller leaves a voicemail.
- Caller phone number captured to a GHL contact record (created if not already present).
Action
Automated SMS to the missed caller:
“Sorry we missed you. This is [practice name]. How can we help? Reply here and we’ll get right back to you.”
Inbound reply routes the conversation back to the founder + intake coordinator. Pipeline stage auto-moves to Contacted on first reply.
Appointment Reminders
Post-intake. Three-touch SMS reminder cadence at 48 hours, 24 hours, and 2 hours before the appointment. Integrates with Behave Health if API permits, otherwise manual entry into GHL.
Trigger: Appointment scheduled in Behave Health (preferred) or manually entered into GHL by staff if no integration is feasible. See §behave for the integration assessment.
42 CFR Part 2 SMS-copy gotcha — read carefully
Patient-facing SMS reminders must NOT name the diagnosis or service explicitly. “Your appointment is tomorrow at [practice name]” is OK. “Your Suboxone refill appointment is tomorrow” is RISKY without verified consent context — even though the patient already knows what the appointment is for, the SMS message itself becomes a disclosure event the moment it’s sent to a phone someone else might see. All SMS copy is reviewed against 42 CFR Part 2 framework by the compliance attorney before launch.
Family Member Nurture — different from patient direct
Modified sequence for family-member inquiries (“I’m calling about a loved one” pathway). Different language, different resources, same general timing structure as Workflow 1 but with adjusted copy.
Why this is a separate workflow
- The family member is not the patient — they are an advocate or concerned loved one.
- Language considerations: don’t claim the loved one as a patient. Don’t imply intake or eligibility.
- Build family-as-advocate engagement: surface what they can do, what they can’t do, and how to bring the loved one into a conversation.
- Compliance posture: 42 CFR Part 2 prohibits acknowledging anyone as receiving SUD treatment without explicit signed consent — family member workflows must never imply the loved one is in care.
Sequence shape
- Immediate — SMS + email acknowledging the family member, surfacing family resources (no intake link).
- 24 hours later — soft check-in offering a phone conversation with the founder.
- 5 days later — email nurture with family-as-advocate framing.
- 10 days later — final touch, then contact moves to family-resources nurture list.
- Branch logic: if the family member identifies themselves as the prospective patient, contact moves to Workflow 1 from that point forward.
Newsletter & general marketing
The practice owner agreed to email + SMS marketing for general practice updates. Explicitly not for active-patient PHI communication. Monthly newsletter cadence; opt-in management is part of the build.
Cadence & scope
- Monthly email newsletter as the primary cadence.
- Companion SMS only when content warrants (community event, new provider, urgent practice update).
- Opt-in managed at the contact level — never assumed. Patient-direct workflows do not auto-add to the newsletter list.
- Compliance gate: every newsletter draft reviewed by Creative Partner before send during Months 1–6.
Content themes
- Practice updates — expansions, new hours, new locations.
- Recovery resources and education (general, not patient-specific).
- Community events — the practice’s involvement in the Lansing recovery community.
- New provider announcements — when clinical staff are added.
Coordination. The practice owner drafts newsletter content. The contractor schedules, sends, and reports. The practice owner can authorize a coordination retainer line for the monthly cadence (see §quote step 3).
Google Ads Conversion Tracking — when Track F activates
Offline conversion handoff. When a contact in the GHL pipeline reaches the “won” stage (= patient completed intake), an offline conversion event fires to Google Ads. No PHI is transmitted — only the conversion event and the GCLID token captured at form submission.
Trigger: Opportunity marked “won” in the GHL pipeline (= the patient completed intake). The opportunity record carries the GCLID stored on the contact at form submission.
Action
- Send an offline conversion event to Google Ads via the GCLID stored on the contact record.
- No PHI transmitted. Only the conversion event name + the GCLID token + a non-PHI value (e.g., the conversion value in dollars if pre-configured).
- Conversion event firing fully decoupled from any patient identity, diagnosis, or treatment data.
Dependencies
- Track C must provision the GTM container and store the GCLID on the contact at every form submission (required pre-launch).
- Microsoft Clarity integration via GTM (provisioned by Track C).
- Google Ads account configured for offline conversion import (handled when Track F — paid acquisition — activates).
- Workflow 6 builds and tests in a dormant state until Track F goes live — quote accordingly.
Pipeline configuration — 6 stages + Lost
Every contact moves through these stages from form submission to active treatment. Pipeline visibility powers every dashboard in §dashboards. Stage transitions trigger workflow branches.
Behave Health EHR — integration assessment
Behave Health is the EHR contracted to hold all clinical data. Before quoting the “sync wiring” line item in §quote, evaluate Behave’s actual integration capabilities — documentation review suggests Behave positions itself as an all-in-one platform and may not expose a public API.
CRITICAL — PHI does NOT flow back into GHL
No matter the integration path, PHI does NOT flow back into GHL. GHL holds only: name, email, phone, source attribution, conversation history, and pipeline stage. Clinical data (diagnosis, treatment plan, medication, session notes, lab results, anything that touches HIPAA-protected health information) lives only in Behave. If you propose any sync that surfaces clinical fields to GHL, the proposal is rejected. This is non-negotiable and shapes every integration design decision.
Reporting dashboards — 7 custom views
Seven custom dashboards in GHL. Built once at launch, refreshed monthly. Output reports go to Chad + the practice owner. Layout is in your “Flexible” column.
Snapshot & clone for the second location
The practice plans a second location in the Jackson, MI market. The Lansing sub-account configuration is built once, snapshotted when stable, and cloned to a new sub-account for the second location with Jackson-specific phone number and branding.
Snapshot creation
- Once the Lansing sub-account is fully configured, A2P approved, and Months 1–6 of workflow tuning are done, snapshot the entire sub-account configuration.
- Snapshot includes: all 6 workflows, the pipeline definition, all 7 dashboards, the form library, the voice-routing tree, and the role/permission scaffold.
- Snapshot does not carry contact data — contact data is per-sub-account and the second location starts empty.
Clone-and-modify
- When the second location is ready to launch, clone the snapshot into a new sub-account.
- Modify: phone number (new local area code), city-specific copy in SMS sequences, location-specific links, voice-routing destinations, geographic distribution dashboard filters.
- Saves weeks of setup. Estimated 60–70% reuse of the original Lansing build.
- Quote the snapshot clone as a recommended add-on (see §quote step 4) — activated when the second location signs.
42 CFR Part 2 + HIPAA — one of the most regulated CRM contexts in healthcare
Patient information in a Suboxone/MAT setting is more protected than general HIPAA. Read this section carefully — the rules here shape every workflow, every SMS, every form field above.
42 CFR Part 2 protections (above and beyond HIPAA)
HIPAA mode at GHL sub-account level
- Mandatory. Toggled ON; BAA signed before any patient data touches the system.
- Three-party BAA chain: GHL ↔ Creative Partner ↔ the practice.
- 2FA enforced; audit logging active; PHI redaction in non-essential views.
- User roles scoped to least-privilege (intake coordinator can’t see admin dashboards; admin can’t see clinical fields — though clinical fields don’t live in GHL anyway).
PHI does NOT flow into GHL
- GHL holds: name, email, phone, source attribution, conversation history, pipeline stage.
- Clinical data lives ONLY in Behave EHR. This separation is a hard rule.
- The Insurance Verification form is the one PHI-touching surface in GHL — flagged, no automation triggered, manual handling only.
- Any integration design that surfaces clinical fields to GHL is rejected at review.
No patient testimonials anywhere
- Review-request automation routes through GHL — but the GBP review process is owned by Track D (you don’t own the review-collection language).
- If a Google review reveals patient identity, Track D handles the removal request — GHL is just the trigger source for the review-request SMS.
- Family-member testimonials and staff statements are acceptable substitutes (handled by Track A on the website, not by GHL).
What you deliver, what you receive
Everything routes through Chad. You deliver integration assets to other tracks; you receive inputs from the practice owner and other tracks. You do not own content, copy review, schema for the website, or final legal language — those live in other tracks.
You DELIVER to
You RECEIVE from
Flagged upfront
Already known. None of these block kickoff — they’re flagged so your quote can accommodate them honestly. If you see additional risks during build, surface them in §quote step 8.
A2P 10DLC approval can take 4+ weeks — biggest scheduling risk
Submit immediately at kickoff. Backup: voice-first launch (Workflows 2 + 3) with email-only nurture (Workflows 1 + 5) if SMS not approved by July 1. Healthcare campaigns specifically have hit 5–6 week delays in 2026. Don’t let this slip — it gates 4 of 6 workflows.
Behave Health may not offer API integration
Default: SMS handoff with Behave portal link (the “no integration” path is the safe quote). If Behave API exists, evaluate two-way sync as a conditional add-on. Don’t quote on assumption of integration — quote the default path and add the integration as a separate conditional line.
42 CFR Part 2 SMS copy must avoid diagnosis-confirmation
All SMS copy reviewed against the 42 CFR Part 2 framework before launch. The compliance attorney does a ~30-minute review pass at ~June 15. Don’t draft copy that names Suboxone, MAT, or the SUD service in patient-facing messages. Your “Flexible” SMS copy proposals must respect this constraint.
GHL HIPAA mode limits certain features
Confirm at setup which GHL features are restricted in HIPAA mode. Don’t assume parity with non-HIPAA GHL — some workflow-builder branches, third-party integrations (Zapier, Make, AI tools), and dashboard widgets are limited. If anything in this packet is not buildable in HIPAA mode, call it out in §quote step 8.
Insurance Verification form has PHI implications
Treat as PHI form. NO automation triggered on submission. Manual follow-up only. Form sits in GHL with the PHI flag; only the practice owner + clinical staff (when hired) can view contents. Audit-log access on every read.
Family member nurture is a separate workflow
Different language than patient-direct. Build separate; don’t share workflow. Language considerations: don’t claim the loved one as a patient; build family-as-advocate engagement. If the family member identifies themselves as the prospective patient mid-sequence, branch logic moves them to Workflow 1 from that point forward.
Conversion-event firing depends on Track C (GTM) — coordinate sequencing
Pre-Phase-1-go-live integration checkpoint with Track C. GTM container must be in place + Clarity integrated before GHL conversion events route correctly to GA4. Workflow 6 builds in a dormant state until Track F (paid acquisition) goes live.
Pre-opening soft launch — the founder is not in the clinic yet
Voice routing must route to her cell + intake coordinator (when hired). Missed-call text-back (Workflow 2) covers gaps. First 30 days are the highest-scrutiny period — her response time directly impacts conversion. Budget for proactive monitoring in this window.
What we need from you
Setup + monthly retainer + add-ons + pass-through fees. Nine sub-sections. Be specific in dollar amounts and hours; we read every line.
1 · Scope summary
Briefly restate the scope as you understand it. Flag any mismatches between this packet and what you’re quoting. A 3–5 sentence restatement is enough. If you’re quoting different than what we’ve described, this is where it surfaces.
2 · One-time setup quote
3 · Ongoing monthly retainer
4 · Add-ons / optional
5 · Pass-through fees — to the client, separate from your labor
6 · Timeline
7 · Dependencies
Behave Health EHR contract finalized (gates Workflow 3 appointment-reminders + portal handoff). Legal entity documents from the practice owner (gates A2P 10DLC — Day 0 critical). Insurance Verification form requirements from the practice owner. Clinic phone-forwarding number (founder cell or coordinator). Track A’s website custom-code injection of GHL form embed (pre-launch). Track C’s GTM container ID + Clarity integration (pre-launch). Compliance attorney’s review pass on all SMS copy (~June 15, 2026).
8 · Risk flags — what you see
Be honest. Bulleted, specific, actionable. Examples we expect to see: “A2P 10DLC for healthcare campaigns has been hit with 5–6 week delays in 2026 — recommend a voice-first launch contingency line in the budget.” “GHL HIPAA mode disables [specific feature] — affects Workflow X — recommend alternate approach Y.” “Behave Health closed-system documentation suggests API integration is not feasible — Workflow 3 reverts to manual entry; budget accordingly.”
9 · Anything else
Open field. Tell us what we missed.
Confirm quote & engagement
Return to chad@creativepartnersolutions.com. Subject: GHL Track E Quote — [Firm name]. By submitting this quote, [Firm name] confirms: we have read the scope + this packet in full; we understand the GHL HIPAA tier + BAA chain requirements; we can submit A2P 10DLC on Day 0; we can have all 6 workflows operational before July 1 (or we have flagged in §quote step 8 that A2P is the gating risk); we understand the 42 CFR Part 2 + HIPAA compliance posture; we will sign a white-label agreement before client identity is disclosed.
Sign-off block
Reply to confirm
All communication routes through Chad. By engaging, your firm confirms it has read this packet in full, the scope as quoted matches your understanding, the July 1, 2026 operational milestone is deliverable (or you’ve flagged otherwise), and you will sign a white-label agreement before client identity is disclosed — the practice does not know you exist until you are awarded the engagement.