ROBERTS, COURTNEY - REFERRAL TEAM

Members (in order of shift day/time):

NAME

CELL-PHONE #

EMAIL

B.K.
Linda Venturato, leader
C.L.
L.D.
C.A.

SHIFT (day &

time)

A.S.
PRIORITY
REPORT DOCUMENTS:
NAME
"New 04/14/16 5/3/16
B.K.
"Old" 10/01/15 4/14/16
Linda
C.L.
L.D.
C.A.
A.S.

#2
OLD
Begin
working
down list OR
work on pts
with more
recent
referral
order

#1
NEW
B1-B5
B6-E1
F1-11
J1-N2
N3-T1
V1-W4

MAIN POINTS NO MATTER HOW LONG YOU'VE BEEN HERE, READ THIS PAGE
BEFORE BEGINNING YOUR SHIFT. Many VIPs are still not documenting
correctly.
-EACH PATIENT
1. Each patient you work on, (1) start a new folder for the day, (2) create a new "Order
Management", & write a note via "Telephone Call" detailing EVERYTHING you did.
Make sure EVERYTHING you write down on our printed reports is also in
NextGen (in telephone calls and order management) I shred the reports as I
make new ones!
- EACH SCHEDULED APPOINTMENT Details in THREE places!
1. Order Management
Mark the appt as scheduled in order management and select the proper day,
time, location, and add an action with any important info (Dr.'s name, if pt has
been informed of appt details, if referral was faxed, etc.)
2. Telephone Call
Write a telephone call note with ALL of the following items in other words, if you
don't know or can't find this information, you MUST call and ask:
Type of referral (i.e. Gastroenterology)
Appt. date and time
Time pt. should arrive (if different from appt time)
D r. ' s nam e
Location of appt. (with FULL address!)
Phone number and fax number of location
What the pt. needs to bring (always ID & insurance, at a minimum)
If the pt. needs transportation, much of the above info will be needed! Make
sure to state ANY transportation information you have (number called to organize
transportation, time they should be picking up pt, if it is round trip or one-way, etc.)
3. Referral Calendar
Record details of appt in the electronic calendar, as denoted by column titles (provide
full address of location!)
*Note: Remember to inform the pt of appt details in a timely manner.

ADDITIONAL, MORE DETAILED INFORMATION:

Documentation:
-

Each patient worked on:

o Create a new folder for the day!
Order Management if working on referrals
If ordered needs to be scheduled; if scheduled, need to call office to get
results/notes faxed;
if results/notes received but not reviewed (blue check mark or telephone
call by provider saying they were reviewed) mark "results received"; if
results/notes reviewed mark as "completed" NOW you're finally done!

Telephone Call no matter what anything you do for a pt should be recorded in

a telephone call (conversation with pt., info from voicemail pertaining to pt,
referral appt info, etc.)
If there is a pt you were working on that you'll likely need to continue working
on the following week, please write that pt's identifiers on the following blank
page so you can find him/her in the system. Please also use this blank page to
leave requests for team members that come in after you. EVERYONE: please check
this page first to see if there's anything any of your team members need your
help doing this should also be communicated in our GroupMe, but this way
you have it on paper when you come in.

Identification & Communication: Each pt. is labeled with a letter and number, i.e. B6. The letter
stands for the initial of their last name and the number is designated based on where they fall on the
list of patients with the same initial of their last name. If you need to communicate with another team
member about your patient (via post-it note, GroupMe, or phone), use this identifier to enable your
fellow team member to find the pt. you are referring to. In this manner, we can protect our patients'
privacy as well as be able to effectively and efficiently communicate about the status of our patients'
referrals and diagnostics.
*Note: If a patient is Spanish-speaking, "(S)" should be written underneath the aforementioned identifier.
Priorities:
In-Person Referral Scheduling After patients have completed their visit, meet with them in
their room or the Planning Room to schedule referral appointments or to, at a minimum, obtain
their availability (what days and times they are free to attend an appointment) and if they need
transportation.
2. Other team member's referrals If another team member was unable to finish something
urgent or quick that is necessary for his/her pt. to make it to their referral appointment, please
work on completing those items. Please communicate via GroupMe, phone, or post-it (on this
paper) accordingly.
3.Newest/Most Recent Referrals (first priorities) Work on scheduling appointments for
patients who have recently been ordered referrals. This involves working on scheduling
appointments for patients who have been recently informed about needing to be referred
elsewhere and who we have the most recent/accurate information about (i.e. phone number,
insurance, address). It is crucial to get these appointments scheduled ASAP before the patient's
status changes or the patient loses motivation/forgets why it was important for them to schedule
the appointment, among other things.
4. Oldest Referrals (last priority) Work on scheduling appointments for patients who have
recently been ordered referrals in the past several months. This involves working on referrals that
have never been worked on, referral appointments that may have been scheduled and then
1.

cancelled/missed and never rescheduled, referrals that a patient scheduled independently without
us knowing and following up, etc.
5. Inbox Tasks Make sure that you check to see if there are inbox messages about your assigned
pts. and act accordingly (take note of info, update the inbox task, mark the task as completed,
etc.). Work on inbox tasks (i.e. chart updates, faxing referral documents, scheduling referral
appointments, etc. after you have done work on the above priorities, as we have some VIPs
working solely on the inbox tasks.
*This is only a tentative way of organizing and working on referrals! I will continue creating/editing
this document. Please let me know if you have any suggestions, questions, or concerns. - Linda