Chapter 1 built the eight-section intake form. Chapter 2 is the harder problem: getting a stressed plan member scheduled for surgery to actually complete it before you need to book.
Most desks sit at a coin-flip completion rate dressed up as a process: the form exists, but the phone does the real work. These patterns change that.
Asking who is traveling with the member, early and plainly, determines room configuration and tells the front desk who can check in. A covered-travel benefit almost always has budget for a companion, so the only thing standing between a member and a safe trip is whether you asked.
The intake form exists to book travel, not to document care. Every clinical detail you collect is something you then have to protect and justify, and none of it helps you book a room, so a read-only procedure block the member confirms is far better than a field they re-enter.
The instant a member has to create a login and remember a password, you lose a large share of them. A single-use magic link opens the form already tied to their trip, with nothing to remember, and expires on submit.
Save-as-you-go. If the form remembers their progress and the same link reopens it where they left off, members who close the tab come back and finish.
Anything clinical: a diagnosis, the procedure in clinical terms, or any detail you would not need to choose a hotel and a flight. Keeping it off the form keeps a travel desk out of compliance trouble.