Referrals are entered into Marketscape CRM in one of two ways:
- Automatically entered through an integration with an Electronic Health Records provider (or an EHR). Referrals entered by an integration will also be updated by the integration, changing the Referral Status (Pending, Admit, Non-Admit), Start of Care or Discharge Dates, as well other fields as defined by the integration. These types of Marketscape CRM accounts are called Enterprise accounts.
- Manually entered within the Marketscape CRM web application. Referrals that are entered manually will also need to be updated manually to change the Referral Status, Start of Care or Discharge Date, etc. These types of Marketscape CRM accounts are called Pro accounts.
This article walks through the steps of entering referrals manually. Enterprise users won't use this process except for very rare circumstances (such as recreating a referral that may have been deleted). It's also important to note that entering referrals is only available within the web application, and is not available in the Marketscape CRM mobile app.
The ability to create and edit referrals is a permission by system administrators. If the following ways to create a referral are not available, users should check in with their administrator for their organizations referral entry methods.
Creating a New Referral
There are three different ways to create a new referral in the Marketscape CRM web application:
On most pages within the Marketscape CRM app, the New selector can be found at the top-right of the browser window (shown above). Clicking on the New link will expand the box to show different kinds of records that can be quickly created. Clicking the Referral link will open a new referral form.
On the Referrals page, a New Referral button (see arrow) is available at the top of the referrals page. Clicking this button will open the new referral form.
On either the Account Details or Contact Details screens (when viewing an account or contact), a Referrals section appears on the lower part of the page. A New Referrals button is displayed in this section, and clicking the link here will create a new referral form. The benefit to using this button is the referral will be associated to the account or contact that is being viewed.
Entering Referral Details
When entering referral information, it is important to enter as much data as possible. The more thorough the data entry is, the better users can generate views and reports to see referral activity. Users may want to check with their Manager or Administrator to see if there is a minimum standard for the amount of data entered into a referral.
By default, the Marketscape CRM referral form contains the following sections:
This section contains the basic details of of the referral, such as related physicians and facilities, the patient's name, the associated branch or sales territory, referral status, insurance type and business line. Note that both the Primary Physician and Business Line have red names for their fields, indicating that the two fields are required. The first three fields in the left column are all populated by searching for a contact or account that already exists in Marketscape CRM. If a referral is being created for a new contact or account, the new contact or account records should be created prior to creating the referral so that they are able to be located when searching.
This section shows who is going to receive credit for the referral. By default, the user entering the referral will be populated in this field. To change referral owners, click the X next to the currently assigned owner, then click the Add Referral Owner link to bring up a user list to select the correct referral owner.
This section of the referral form is used to alert users that a signature is required on a referral. This will alert a marketer that is out in the field that the signature is needed via the Marketscape CRM mobile app, and they can update the field to show that they have obtained the signature on the mobile application.
The Notes section contains a single field for general notes about the referral.
This section shows the Admit and Discharge details for the referral. If a referral is becoming an Admit and a Start of Care (SOC) date is being entered, the Referral Status field in the Referral section also needs to be updated to Admit. The Length of Stay (LOS) field will populate with the number of days between the SOC Date and the Discharge Date.
Similar to the Admit section, the Non-Admit section has a field to enter the non-admit date, but the Referral Status will still need to be changed to Non-Admit in the Referral section. This section also contains fields for non-admit notes, as well as a dropdown list of non-admit reasons.
The last section of the referral is the Record Details. The ID is the record ID for the referral and is unique for each referral. In the screenshot above, the field states NEW since the referral record has not been saved. This number will populate once the referral is saved, and it will be a static number. The Last Modified On field shows the last date that the referral was modified, and the Last Modified By shows who last modified the referral.
Once all details have been entered, the record can be saved by clicking the blue Save button at the top or bottom of the Referral Details page.
If support is needed regarding a referral, supplying Trella Health Support with the ID number of the referral will help our team easily locate the referral in question without needing to supply any patient data.
For Enterprise clients, additional fields may be found in the Record Details section. These fields are supplied by the EHR, and contain information entered during intake. These fields are often used in the integration process, helping to assign referral ownership, associate contacts and accounts, and provide other referral details.
Editing a Referral
Similar to creating referrals, editing a referral is a permission granted to each role by the system administrator. If editing is not available, the organization's administrator may be able to turn the ability on, or explain the process in place to edit a referral.
On the Referrals page, an Edit option should be found to the left of each referral record in the table of referrals presently being viewed. Clicking this link will open the Referral Details screen, allowing users to edit the referral.
Additionally, when viewing the Detail View of a referral, an Edit button should be available at the top of the record, which will also open the Referrals Detail screen when clicked.
Once all changes are made, clicking the Save button at the top or bottom of the record will update the referral.