Handling Outside Referrals

purpose ensure outside referrals are received, documented, entered correctly, and routed in a timely manner so the patient can be scheduled appropriately and clinical care is not delayed when complete this process as soon as an outside referral is received by fax, phone, portal, or hand delivery, and before the patient is scheduled or seen, unless office policy allows scheduling pending referral review responsible role referral coordinator / front desk step by step instructions 1\ receive the referral obtain the referral from the outside provider by fax phone electronic portal paper copy from patient confirm the referral includes, when available patient name date of birth phone number address insurance information referring provider name referring provider fax number reason for referral / diagnosis preferred physician, if listed supporting records, if included 2\ review for completeness check the referral for missing information identify whether any of the following are missing patient demographics insurance diagnosis / reason for referral referring provider information authorization, if required if information is incomplete, contact the referring office to request missing items document that follow up was made 3\ create or locate the patient in chirotouch open chirotouch search for the patient by last name first name date of birth if the patient already exists, open the chart if the patient does not exist, create a new patient record 4\ enter demographics go to profile > demographics transfer all available information from the referral into chirotouch patient name dob address phone number insurance enter preferred provider according to office protocol preferred location according to office protocol referral category save the demographics add emergency contact if provided 5\ document referral information enter the referring provider name enter the referring provider fax number enter the reason for referral exactly as listed on the referral enter the preferred physician if listed note any special instructions from the referring office save all entries 6\ attach referral documents scan or upload the referral paperwork into the patient chart attach all supporting records received, including referral order office notes imaging reports insurance or authorization documents confirm the documents are attached to the correct patient chart 7\ verify insurance / authorization requirements review the insurance listed on the referral confirm whether authorization or additional documentation is required before scheduling if authorization is needed and not included contact the referring office request authorization details or supporting documents document the status of authorization 8\ notify clinical team if needed route the referral to the appropriate provider or clinical staff for review if required by office workflow flag urgent referrals for priority handling include reason for referral referring office any missing items scheduling notes 9\ contact the patient call the patient using the phone number on the referral confirm full name dob insurance reason for visit schedule the appointment if appropriate if unable to reach the patient leave a message if permitted document the call attempt follow office protocol for additional attempts 10\ final review confirm the chart includes complete demographics insurance referral information attached documents authorization status scheduling status save all updates