Marketscape CRM has the ability to be integrated with an agency's EHR (Electronic Health Records provider) to bring referrals directly into the application through an automated process. As part of the integration process, rules are put in place to make sure that as referrals are updated from the EHR into Marketscape CRM, they are assigned to the correct marketer. Some EHRs provide a marketer ID number that Marketscape CRM can use to directly connect a referral to the right user. This ID number is called a Sync ID in Marketscape CRM and is a key element in ensuring data is processed correctly. This article reviews how to find a Sync ID, and discusses a couple common circumstances that can cause referrals to not be assigned correctly.
While the term "Marketer ID" is used in this article, each EHR or organization may have a different name for this unique identifier, but the processes described in this article will still apply.
Does my organization use Sync IDs?
Before trying to use the following processes in this article to attempt to resolve a referral assignment issue, it's important to check and see if your agency has Sync IDs in place. The fastest way to check this is to go to the User table, found by going to Settings -> Users. In the table of users, a Sync ID column should be displayed, and a number (the Sync ID) should be listed next to each user.
If the Sync ID column is not displayed, your agency does not use Sync IDs for referral assignment. Instead, a method called "Reverse Lookup" is used. This process uses account or contact ownership for referral assignment. For details about your agency's specific Reverse Lookup rules, please contact your Customer Success Manager.
What are the most common issues?
While the Sync ID referral assignment process is pretty straightforward, sometimes referrals come into Marketscape CRM and are not assigned. This is usually caused by one of two reasons:
- The referral itself contains information about the marketer (such as a name and ID number), but the referral remained unassigned.
- The referral does not contain any data about the marketer and was not assigned.
How do I check referrals to see if marketer details are present?
Since a need for checking referral assignment may come up from time to time, it is suggested that account administrators create a view to validate Sync IDs. Before creating a view, it is important to find the names of the fields that the EHR provides that contain marketer identifiers.
To find the identifiers, go to the Referrals tab and click View next to a referral that presently has a shared owner. In the Record Details section (the last section of the referral details), the fields sent over from the EHR will be displayed. Normally there are two fields provided on each record that point to the marketer. One field is the ID number, and the other is the marketer's name.
Additional fields from the EHR will be located in this area as well. These fields often include the Primary Physician, Referring Facility, and Referring Person. These are other fields that you can check against what is populated on the Referral Details page, most commonly in the Referral section.
Validating Referral Ownership with a View
Using a view will prevent the need to look at each referral individually to see if marketer data is present. If you are unfamiliar with duplicating views, please check out the articles on views in this section of our Help Center.
Once the fields containing the marketer details have been located, return to the Referrals tab and follow the steps below.
Load the All Referrals view.
Click the Edit View link
Click the "Duplicate View" button
In the "View Name" field, name the view "All Referrals - Sync ID Validation" or something similar, making it easy to locate in the future. Since this view is primarily to validate referral ownership, the number of columns can be reduced in Step 2 to make the data easier to view.
These are the suggested fields that should be displayed:
Grouping the MARKETER_NAME, MARKETER_ID, and Referral Owners fields will make comparison fairly easy. We also suggest sorting the view by Date Entered (descending), to ensure newer referrals are at the top. Once the view is saved, you'll see a table of referral data that should resemble this:
If there are any Sync ID issues, you may come across referrals that don't have an owner, or that don't have any data in the first three columns:
The first referral shown above has a marketer name and marketer ID, but it isn't assigned to the user. The second referral doesn't contain any data and is also unassigned.
How do I fix these referral assignment issues?
The second referral shown in the above image doesn't have any information in the MARKETER_NAME or MARKETER_ID field. Missing data on a referral is an issue that is caused at intake, as the information was not entered. Had it been entered, the data would have been sent over from the EHR just as it is on other referrals. Partnering with the intake staff to ensure all fields of data are entered is the best way to correct this issue. Once the record is updated in the EHR, the marketer assignment data should populate in Marketscape CRM in the next data push.
The first referral above appears to have included a marketer's name and ID, but it is unassigned. This is most frequently caused by one of two things:
- The user does not have a Sync ID added on their Profile.
- The user has a different Sync ID on their Profile.
To find out which is the cause of this issue, navigate back to the Users table (Settings -> Users). In the table, click Edit next to the user's profile. In this example, we can see that the user did not have a Sync ID added.
To correct this, click the Add Sync Id link, enter the MARKETER_ID number, then click Save Profile. If the user had an incorrect Sync ID entered, click the X icon next to the current Sync ID, enter the correct one, then click Save Profile.
Some integrations may have more than one Sync ID associated to a marketer. Or a Sync ID can be updated, and both the old and new Sync IDs should remain associated to the user. In these cases, the two Sync IDs will be separated by a comma, such as 19811, 20045. If multiple Sync IDs exist, contact your Customer Success Manager before deleting any currently listed Sync IDs.
Adding the Sync ID will correct incoming referrals moving forward. However, historical referrals will need to be corrected manually.
Correcting historical referral record assignment
Using the "All Referrals - Sync ID Validation" view, click on the Search On dropdown menu. Since the Shared Owner isn't assigned, another option needs to be selected to find referrals that need to be assigned. Either the MARKETER_NAME or MARKETER_ID are available to use.
In this example, the Marketer ID was used:
A list of 10 referrals appears, all of which should be assigned to the same marketer.
Before taking action to assign the referrals, confirm that all of the displayed referrals list the same marketer name and marketer ID and are unowned. It may be possible for the wrong name or ID to come over from the EHR as a data entry mistake. Additionally, if referrals are owned, it may be possible that another user has the Marketer ID assigned to them on their user profile.
To associate the referrals to the user, check the box to the left of the word Actions in the header row at the top of the referral table. This will select all of the visible referrals. It may be prudent to change the Display dropdown to a higher number, to show all available referrals. Once all referrals are selected, choose Assign Referral Owner.
Search for the user, then click Select. After selecting the user, click Save. All historical referrals should now be assigned to the selected user. This may need to be repeated for multiple pages of records, depending on how many referrals need to have their ownership corrected.
For additional questions or guidance regarding your integration, please contact your Customer Success Manager.