Overview
A referral’s Status impacts where it displays in the Global REFERRALS tab. The Status communicates if a program accepted a referral, if the client is in the enrollment process, or if the referral expired.
Note: You cannot update a Community Queue referral’s Status until it is reassigned to a program. A Community Queue referral’s Status can, however, automatically change to “Expired” if it meets the Inactive Referral Expiration Threshold.
Five referral statuses correspond with the Global Referrals tabs: Pending, Pending - In Process, Denied, Expired, and Completed.
Updating a Referral’s Status
Note: You can only edit the Status field from the Global REFERRALS tab’s Pending, Sent, and Denied tabs. You cannot edit the Status field from the client record.
To update a referral’s Status, click REFERRALS.
Locate the referral you would like to update and click the edit icon.
The REFERRAL: EDIT page appears.
Note: The Referred Unit line shown above only appears when there is a Unit referral.
Scroll down to the Status field.
Updating from the Pending Tab
A pending referral’s Status can be updated to “Pending - In Process,” “Denied,” or “Expired.”
If you select “Denied” or “Expired,” the system displays additional fields.
- Denied by Type: This allows you to indicate if a program denied the referral (“Provider”) or if the client declined services (“Client”). If the referral status is “Expired,” this field defaults to “Provider;” however, you can choose another selection if applicable.
- Denied Reason: the reason the program denied the referral. This field is required. If the referral status is “Expired,” this field defaults to “Referral time expired;” however, you can choose another selection if applicable.
- Denial Information: a text box to record a note about the reason the program denied the referral. This field is required.
Note: When you save a denied referral with Send to Community Queue answered “Yes,” the system generates a new referral. The old referral appears in the Denied tab.
Updating from the Sent Tab
Suppose the client declines services or the referral was not appropriate. As long as the sent referral is not currently on a Community Queue or did not auto-generate a new referral to a queue, you can update the Status of the referral to move it from the Sent tab to the appropriate tab.
Updating from the Denied Tab
If a referral was denied or expired in error, you can update the Status to move the referral from the Denied tab to the appropriate tab.
Updating a Completed Referral’s Status
You can only update a referral with a “Completed” status from the Sent tab.
If a user deletes the enrollment connection from a referral in the Completed tab, the system automatically sets the referral status to “Pending.”
Sending a Referral to a Community Queue when Updating the Status to “Denied” or “Expired”
When updating a referral’s Status to “Denied” or “Expired,” you may have the option to create a new referral to a Community Queue, depending on the system Display Option to “Send to Queue” at Denial or Expiration setting.
If the referral was initially made to a Community Queue, indicating “Yes” to Send to Queue creates a new referral to the Community Queue that the original referral came from. If the referral was a direct referral, you’ll select which Community Queue to send the new referral to (if the system has Multiple Community Queues, there is more than one option from which to choose). Selecting “No” does not create a new referral to a Community Queue. Regardless of your selection, the original referral appears in the Denied tab.
Note:
- The new referral the system sends to a Community Queue has the same information as the original referral but a different referral ID.
- It’s possible to update an expired referral previously saved with Send to Community Queue answered “No” to generate a new referral to a Community Queue as long as Display Option to “Send to Queue” at Denial or Expiration is enabled. The Send to Community Queue field can be updated from the Denied or Sent tab.
- Referrals that were manually expired or denied cannot be sent back to a Community Queue that has been switched to “Inactive” Status.
Automatic Status Updates
Two settings cause the system to automatically update a referral’s Status: Inactive Referral Expiration Threshold and Community Referral Threshold.
Inactive Referral Expiration Threshold
When a system administrator enables Inactive Referral Expiration Threshold in Referral Settings, the system automatically changes the Status of a Community Queue referral to “Expired” and the Denied by Type field to “Provider” once the defined time period passes.
Community Referral Threshold
When a system administrator enables Community Referral Threshold in Referral Settings, the system automatically changes the Status of a pending referral to “Expired” once the defined time period passes.