Managing Referrals

Referral Status Tabs Overview:

The referral status tabs let you know where a referral is in its journey. Referral recipients can change a referral's status on the referral dashboard or within each individual referral details page. The four referral statuses include:

• Not Scheduled
• Scheduled
• Visit Completed
• Inactive

Not Scheduled: Needs Action vs. Pending

When looking at "Received Referrals", you'll see that there are two sections on the "Not Scheduled" tab, "Needs Action" and "Pending". Referrals with no logged outreach will remain in the "Needs Action" section until outreach has been logged, an appointment date is scheduled, the visit is marked as complete, or the referral is made inactive.

Most clinics tend to outreach to the patient multiple times before moving on. We'll remind you when it's time to reach out to the patient again by moving the referral from "Pending" back to "Needs Action". This way no referral is left behind!

Scheduled

All referrals with an appointment date can be found if you filter for "Scheduled". If you completely remove an appointment date, the referral will return to saying it is "Not Scheduled.

Visit Completed

All referrals that have been confirmed as "Visit Completed" can be found in the referral dashboard. If the visit was not confirmed but has an appointment date that is more than 90 days in the past, you can also find it listed as Visit Completed.

Inactive

If you are unable to reach the patient OR the patient declines to come in for a visit, mark the referral inactive.

Filters and Sorting

You can limit your view to "Received Referrals" and "Sent Referrals."

Sort by the following options:

• Acuity
• Date Sent
• Last Updated
• Appointment Date

Filter by practice names, specialties, and urgent/emergent.

Referral Search

You can search by patient, provider, or practice to find a specific referral.

Referral Details Page

Patient Information: (read-only for referral recipients)

• Patient Name
• Patient Date of Birth
• Patient Contact Info (will include phone number and sometimes email)

Referral Info (read-only for referral initiators)

• Reason for Referral
• Date Sent
• Referral Path (you can reassign the referral recipient)
• Appointment Date

Insurance Info

Click this button to notify the referral initiator that you would like the patient's insurance information. Please note that some primary care practices do not have staff to help them create and send referrals. These practices may be unable to provide insurance info even after it has been requested.

If you’re at the practice that initiated the referral, you’ll be able to manually add:

• Carrier Name and Member ID
• Option to upload photos or PDFs of the patient’s insurance details

Updates

This feed shows status updates for the patient’s referral.

Click "Add an Update" to change the status of a referral. When you click this button, you'll see options to "Log Outreach", "Add Appointment Date", "Confirm Visit Completed", “Add Note for Care Team”, and "Mark Referral Inactive".

Log Outreach

We'll keep track of which team member logged outreach, how many times, and when. If you have any additional information to add, simply leave a note. For example, "I called the patient, but the phone number was disconnected." All outreaches will be recorded and visible to you, your colleagues, and members of the initiating clinic.

We'll also remind you when it's time to reach out again by moving the referral from "Pending" to "Needs Action". We will only remind the person who created the last outreach log- not your entire clinic. You can choose to remove these reminders by toggling "Include Reminder" to the off position.

Appointment Date

You can now add, edit, or delete an appointment date! Keep in mind that completely deleting an appointment will result in the referral moving from "Scheduled" to "Not Scheduled".

Visit Completed

Adding whether or not the patient came in for the visit helps close the loop with the initiating provider. It only takes seconds to do but makes a huge impact for primary care providers!

Add Note for Care Team

You can make requests or add notes, lab results, or pictures.

If you would like to communicate with the initiating provider select "Entire Care Team". If you only need to communicate with staff, select "Admins Only".

Mark Referral Inactive

We provide a number of reasons for marking the referral inactive, including the following:

• Patient seeing another provider
• Patient unreachable
• Patient declined
• Patient insurance not accepted
• Patient condition changed

If you do not see an applicable reason or would like to add information, you can leave a note!

Download Referral PDF

To download the referral as a PDF, click "Download PDF" in the upper right corner of the referral details page.