Here’s a simple way to use a physician referrals software so you can capture the correct patient referral data, right from your website itself. You no longer have to deal with paper forms, faxes or playing phone tag with your referring provider office.
Here’s an example on one of our customers’ website. We all market our practices through physician referrals. If you are leveraging physician referrals to market your practice, read this guide – you are missing out on a goldmine.
Typically, the inbound team in our centralized call center gets referrals in one of the following ways:
- Physician referrals from an inbound call from the referring provider office.
- Patients call in with a referral from one of our referring partners.
- Provider offices faxing us a patient referral written on a referral pad.
- Provider offices faxing us a patient referral that’s a print out of the referral + patient record from their EMR
- Provider offices sending us referrals via 3rd party referral management software like werq.com, referwell.com, par80.com and jointhenetwork.com
Managing the referrals sent via the physician referrals software programs is fairly easy. However, this requires the referring partner to be part of the network (e.g. Werq Network), sign up for referral software like werq.com etc.
Our call center wanted another option wherein ANY referring partner could send our customers a referral without having to sign up with the referral management websites.
Our IT team came up with a simple physician referrals software solution that any provider can use on their website. See example here referrals.nyoph.com.
Step 1 – get patient details
This part is quite interesting. When a referring provider enters a patient phone number, the website software tries to look up the patient details via everyoneapi. When it does find the patient first, middle, last name – it adds it to the web form so that the referring provider office staff does not have to type in all the details.
Step 2 – referring provider data
The next step is pretty simple. Pretty much everyone in a medical practice knows the providers’ NPI number. On this page, they are asked to enter the provider’s NPI information to fill in the details without having to type the information in.
Step 3 – referring practice data
The next step is pretty simple as well. In most medical practices, the staff does not know the practice NPI by heart, but they (of course), know the practice name. On this screen, the referring provider staff just has to enter the practice name and the website looks up the rest of the information. This way, the referring provider staff do not have to type in any further information.
Once the referring provider sends this referral, our call center team gets an email with the notification and they can login and view the referral details in the patient contact center software.
The referring partner staff can also upload additional patient details, plus leave their information behind so they get patient appointment updates and finally, do get the visit note as well.
Step 4 – verifying the referral
The front desk / inbound patient contact center staff validates the referral from this website page.
This is before the patient updates their information further
Now, the call center agent / front desk has all the information they need to be able to call the patient and the referring provider office to coordinate the patient’s appointment.
Step 5 – patient SMS
In the meantime, the patient is also sent an SMS informing them that they have been referred to our practice. The patient is sent a link to update their referral details and to verify their demographics data.
The patient can then click on the link sent to them and fill out the rest of the information on this screen. Since this is PHI data, they do have to verify themselves first.
The patient confirms their demographic information
The patient adds their insurance information
They can add as many insurances as they need to (primary, secondary, tertiary) to pay for the service / encounter. The patient is also guided to / has the option to upload their insurance card images.
When the patient uses this website from the SMS itself, they are obviously on the mobile phone. They can very easily take a picture of their insurance card (front and back) to update their information as well
After this, the patient is given an option to call the practice or send SMS to the practice.
That’s how simple it is. This is part of what digital patient intake software usually is.