Referral Process by D3548qku

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									          FLORIDA
          Therapy Services, Inc.



SUBJECT: Referral Process

PURPOSE: The referral process is to be followed for all referrals regardless of program or payor source.
This procedure is critical as referrals are tracked for strategic planning and statistical purposes.
POLICY:

The office manager or assigned program representative will be responsible for tracking the status of all
assigned pending referrals. On a weekly basis the referral coordinator and the office manager or
assigned program representative will confer in order to discuss the status of pending referrals.
   1. When a referral is received at the corporate office in Panama City, the date of receipt is
      annotated on the referral and it is forwarded to the referral coordinator. The referral coordinator
      will log the prospective client information on the Referral Database.
   2. When a referral is received at an outlying office it is to be date stamped and faxed to the
      corporate office. The original referral should be placed into the referral book at the office where
      it originated and noted on the bottom that it is pending eligibility from the referral coordinator.
   3. Insurance eligibility is checked by the referral coordinator. The statement of eligibility will be
      attached to the referral.
If the referral is not eligible:
    1. If the referral is inactive or ineligible with regards to insurance and the client is not self pay, then
        the referral is closed by the referral coordinator and the database will be updated to reflect the
        closure.
    2. The referral coordinator will notify the referral source that the potential client is not eligible for
        services and provide possible alternative services. If the referral originated from an outlying
        office, that office should also be notified that the referral was not eligible for services and to
        shred the referral as it is on file at the corporate office.
If the referral is eligible:
    1. Referrals are triaged out to office manager or assigned program representative at appropriate
        office locations. The office manager or assigned program representative will attempt to schedule
        an intake appointment with the potential client. A minimum of three attempts will be made to
        contact the potential client over the course of a minimum of a one week period.
    2. Attempts to contact a potential client via telephone shall be made within 3 business days of
        receipt of initial referral. A message in the following format may be left on an answering
        machine:
            a. This is “your name” from Florida Therapy Services, calling for “name of client or legal
                guardian.” Please contact our office at “office number.”
            b. The nature of the call IS NOT to be stated in a telephone message.
            c. If someone other than the potential client or legal guardian answers the phone, the same
                format should be followed as outlined in step a. Again, the nature of the call IS NOT to
                be disclosed to someone other than the prospective client or legal guardian.
    3. If you are unable to contact the potential client or legal guardian by phone within one week of
        receipt of the referral, you must send out the attached letter to the client or legal guardian. A

                                                                                                  Revised 1/1/08
                                                                                                     Page 1 of 2
          FLORIDA
          Therapy Services, Inc.

      copy of the letter should be attached to the referral. If there is no contact with in two weeks of
      the date the letter is mailed, then the referral should be sent to the program director for closure.
   4. If your location has a waiting list, you must still contact the potential client within three business
      days of receipt of initial referral to inform the potential client or legal guardian of the status of
      the referral and the approximate length of the waiting period. The office manger or assigned
      program representative will maintain contact with the potential client or legal guardian on a
      periodic basis to update them on the status of the referral.
Steps for client opening:
   1. When initial contact is made with the potential client or legal guardian and he/she elects to
       pursue services, an intake appointment is scheduled. During the course of the intake, the proper
       release form for the referral source should be signed by client or legal guardian in order for FTS
       to exchange information with the referral source if necessary. Should the client decline to sign a
       release pertaining to the referral source, FTS will not contact the referral source.
   2. The referral and the statement of eligibility must be included in the opening paperwork and
       placed in the client file.
   3. When services are initiated the office manger or assigned program representative will notify the
       referral coordinator as to the date of opening and name of the intake counselor.
Steps for referral closure:
If attempts to make contact prove unsuccessful or the potential client is contacted and declines services,
the referral is then given to the appropriate program director for closure.
     1. Once the program director approves the closure, it will then be sent back to the corporate office,
        annotated on the database, and filed in the closed referral file.
     2. The corporate office will also notify the referral source on all closed and/or ineligible referrals.




                                                                                                Revised 1/1/08
                                                                                                   Page 2 of 2

								
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