Rejecting client referrals

Assuming that organization units are enabled for your organization, you can reject referrals of active or inactive clients who are manually referred to your organization unit or are received from an external system via an API or via a cohort.

About this task

Review the client referrals who are not yet assigned to a care manager in your organization unit. Manage such client referrals by rejecting the referrals (either singly or as a bulk rejection) and provide a reason for doing so. You might reject a client referral if, for example, the client declined to avail of further care management, is deceased, or was added to a cohort in error.

Procedure

  1. Sign in to your account.
    Your home page opens.
  2. From the Unassigned Referrals card, click the arrow icon.
    The Open Unassigned Referrals list opens.
  3. Review each unassigned client referral by their name, date of referral, priority, and if available, the name of the cohort that referred the client, and the reason that they were referred. Expand the client view to see risks associated with the client. When a referral is received from an external system, you can see the source of the referral (mandatory) and the name of the original source system where the referral originated (optional). This information might also be available if a care team member manually recorded the Source and Original Source System when they created a referral.
    By clicking the filter icon and selecting from the Quick Filters on the page, you can narrow your list view based on specific criteria. For example, you can choose to view only referral priority (High, Medium, Low, Not Set), unassigned referral day ranges, or client status (Active, Inactive). You can further refine your list view as follows.
    1. Optionally click Add Filter to add another filter to the Quick Filters that you already selected. You can further refine your list view by Name, Referred On date, Priority, Cohort, Referral Reason, Client Status, Risk Name, Source, Original Source System, Suggested Program, or Risk Category. Enter the details for your filter selection. You can add only one new filter to each column.
    2. Click Add to apply the additional filter. You can remove a filter by clicking Clear. The predefined Quick Filters are retained.
    3. Click Apply to apply the filters that you selected. You can remove page filters by clicking Reset.
    The Unassigned Referrals list page refreshes to show only the client referrals who correspond to the filters that you applied. You can further change your filter selection on the list page by checking or clearing the check boxes to suit your needs.
  4. Reject a single client referral, or reject up to 25 referrals at a time in a bulk assignment. Do one of the following:
    • To reject a single referral, click the Actions menu of the referral, and click Reject.
    • To process up to 25 referral rejections in one step, select more than one individual client referral or to reject all listed referrals, select the checkbox adjacent to the Name column. Click Reject.
    The Reject Referral page opens.
  5. In the Rejection Details section, give a reason for rejecting the client referral(s) in the application.
    Select a reason from the list or enter another reason, and provide additional comments if needed.
  6. Click Reject to reject the referral(s).
    When an unassigned client referral is rejected, the referral is removed from care management work lists.