7-Day Final Contact Return Process
Referrals who are non-responsive to our "New Patient Outreach" are to have their referrals returned 7-days after our "final outreach" is made.
To identify the list of referrals that need to be returned...
In the Referral Grid in ZCC apply the following filters :
7 Days after final contact made
Appointment Created : No
Status : Draft, Active
New Patient Outreach : Final Contact Made
The following steps should be taken for referrals that meet the above criteria :
Check the patient's Kustomer timeline to verify that there has not been any recent communication.
If there is no communication, please revoke the referral in ZCC.
If there is recent communication, please add a note in the action note section of the referral grid that says, “Patient is responding, waiting to revoke,” and move on to the next patient.
If there is no communication and we are revoking, take the following steps :
On the far right-hand side of the referral grid line item for the referral, you will find a 3-dot menu. Click these dots.
Select "Revoke Referral"
Choose the reason "Zeel-patient unresponsive."
Check the box "Retire all tasks."
Click "Submit for revocation"
Once revoked in ZCC, add a note to the Main Note section in the referral grid.
"REFERRAL NUMBER - Returned referral due to non-response from the patient."
The referral now needs to be revoked in HSRM. To revoke in HSRM, take the following actions :
Locate the referral in HSRM by either referral number or name+dob.
If you find the referral is already in a non-active status (canceled, revoked, etc), no further action is taken.
Click on the magnifying glass on the referral's status line and select "Rejected."
Click on the magnifying glass on the Referral Return Reason line and select "Contractor is unable to schedule within timeliness standards."
Add a note in the comments box
"DD/MM/YY - Returned referral - Patient is unresponsive to our scheduling attempts and outreach."
Click Update in the bottom right corner.