Processing inbound referrals encompasses several key steps. The highest source of referrals are from self-referral. We also receive referrals from individual providers and healthcare organizations.
Referral Received
- Download referral from HumbleFax
- Save into: /FAXES/Referrals
- File name format: LastName FirstName.pdf
Create Patient in Charm
- Create new patient record (or confirm existing).
- Enter full demographics.
- Under Care Team, add the referring provider.
- Upload the referral PDF into the chart:
- Category: Referral
- Update Patient Category to: REFERRAL IN
Move Document to Processed Folder
After the referral is fully entered into Charm:
- Move the PDF to: /FAXES/Referrals/Processed
- This keeps the inbound queue clean and prevents duplication.
Determine Eligibility & Clinical Fit
Check:
- Insurance accepted?
- Service appropriate for TFAM?
- Higher level of care required?
- Age/provider match?
If yes to all, move to next step below
Contact the Patient or Caregiver
Attempt phone outreach:
Phone Script:
“Hi, this is TFAM calling about a referral we received for [Patient Name] from [Referring Provider].
I’m calling to answer any questions and explain our next step, which is completing the New Patient Intake (NPI) form.
We can send the link to you by text or email, or you can find it on our website at TulsaFamilyPsychiatry.com/new.”
If patient answers:
- Ask whether they’d like the NPI link via SMS, email, or if they prefer navigating to the website themselves.
- Send the NPI link immediately.
If voicemail:
- Leave brief VM with purpose of call.
- Immediately send Dialpad SMS using aText shortcut “refnpi.atext”.
Hi, this is Tulsa Family Psychiatry & Wellness. We received your referral—please complete our new patient interest form at https://tulsafamilypsychiatry.com/new. Thank you! (Reply STOP to opt-out)
Documenting Contact Attempts
- Add a Quick Note summarizing outreach and disposition
- Called LVM, sent SMS with link, deactivating.
- Deactivate the chart
- Chart deactivation removes them from the pending referral list and keeps the pipeline clean.
- If they later call back, the chart is quickly reactivated.
Workflow: Referral Missing Contact Information
Workflow: Referral for a Patient We Cannot Take
Reasons we cannot accept:
- Insurance not accepted
- Referral requires higher level of care (IOP, residential, acute psychiatry, etc.)
- Service not offered (ex: neuropsyche testing, mandated evaluations)
- Capacity/clinical appropriateness concerns
Notify the referring provider
“Referral received for [Patient Name].
Unfortunately TFAM is unable to accept due to [reason].
Referral closed. Please redirect as appropriate.”
- Note in Quick Notes, deactivate chart
Pending Referrals in Charm