Canceled Referrals Coordination Workflow
This will outline the workflow for a canceled referral and the coordination needed.
The individual assigned to has bids/VA bookings requests for check of HSRM, as we do currently. When a shift lead or someone else sees that a referral is canceled, they will post the date of cancellation + the date the referral was issued.
Case 1: If the referral was canceled less than 30 days ago
The individual assigned to "has bids" will post the information to the #VAMC-referral-coordination channel and tag Myra as they currently do, now including the cancel date and issue date as part of the information.
The individual assigned to "has bids" will log the information in the tracking sheet with the status “logged.”
https://docs.google.com/spreadsheets/d/1LIKQ9fsvc1zPc4w6OuQOwL_-UrnOrIHiK44dtuJaBWc/edit?gid=0#gid=0The VAMC outreach team will log any updates in the sheet when we hear back from VAMCs, rather than in Slack.
The individual assigned to "has bids" will send a shortcut to the patient, saying :
#cancelled-referral-notification
“We see that your referral is in a canceled status, and we are reaching out to your VAMC to ask them if they can reactivate it. If they do, we can schedule your appointment.”The fulfillment team will monitor the above sheet and, if we do not hear back from the VAMC within 14 days, will send the patient a shortcut, saying:
#cancelled-referral-follow-up
“We have not heard back from your VA Medical Center about reactivating your referral, so we cannot schedule an appointment at this time. The VA has instructed us in cases like this to ask patients to contact their VAMC to ask for a new referral to be issued.”
Case 2: If the referral was canceled more than 30 days ago
If the referral was canceled more than 30 days ago, we will send a shortcut to the patient saying:
#cancelled-referral-30-days-old
“In checking the VA systems, it appears that the referral we originally received has been canceled so we can not schedule an appointment at this time. In these cases, the VA has asked us to tell patients they should contact them to issue a new referral.”
Case 3: The referral cannot be found
If the referral was canceled more than 30 days ago, we will send a shortcut to the patient saying:
#referral-cannot-be-found
“In checking the VA systems, it appears that the referral we originally received may have been reassigned, so we can not schedule an appointment at this time. If you think this is not the case, please contact your VAMC and ask them to reissue your referral to Zeel, and we can then work on scheduling a referral.”