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 process of enrollment, or if the referral expired.
|Note: you cannot update a Community Queue referral’s status until it’s reassigned to a program. A Community Queue referral’s status can, however, automatically change to "Expired" if it meets the Inactive Referral Expiration Threshold.|
Updating a Referral’s Status
Note: you can only edit the Status field from the Pending, Sent, and Denied tabs of the Global Referrals tab. 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.
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: 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 displays in the Denied tab.|
Updating from the Sent Tab
You may wish to update a sent referral’s status if the client declines services or the referral was not appropriate. You can update a referral’s Status from the Sent tab with any status as long as the sent referral is not currently on a Community Queue or did not auto-generate a new referral to a queue.
Updating from the Denied Tab
If a referral was denied or expired in error, the referral status can be updated, which causes it to show up under the appropriate tab. You can edit a denied or expired referral status from the Denied tab with any status.
Updating a Completed Referral’s Status
You can only update a referral with a "Completed” status from the Sent tab.
If the referral resulted in program enrollment, causing it to display in the Completed tab, and a user deletes the enrollment connection, 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 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 displays in the Denied tab.
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.