Referrals and orders
Make the next step clear.
Patients want to know where a referral stands and what to do next. We connect order requests, referral status and insurance questions to the teams responsible for moving them forward.
The requests we handle
Their words. A clear path forward.
Requesting Referral Order
“I need a referral to a specialist.”
Verify the patient and clarify the specialty, destination and reason for the request in the patient's words. Gather the details the ordering team needs and route the request to it for review. Explain the next step, distinguishing a requested referral from an order the clinician has placed and a visit that has been scheduled.
Referral Status Inquiry
“What's happening with my cardiology referral?”
Verify the patient or authorized proxy before opening the referral. Identify the referral and explain its recorded status, the team handling it and the next action. Separate order review, insurance work and scheduling rather than treating them as one approval. Share a documented callback plan when one is present and direct unresolved work to the responsible office.
Insurance Approval Confirmation
“Has my insurance approved the visit?”
Identify the patient and the visit or service in question, then check the recorded authorization status. Explain the decision on record and the work still with the authorization team. Direct questions about benefits, billing or payment to the team responsible, so each question reaches the people who can answer it.
The experts around the technology
Understand the work. Then improve it.
Referral work crosses clinical, authorization and scheduling teams. Our operations experts make those responsibilities explicit. Clinical experts define the order-review handoff, and Epic and EHR experts connect the request to the right referral and status, so patients know which step comes next.
An example request
“Can you check my mother's cardiology referral?”
- Ask for her last name, date of birth and ZIP, and match the caller's verified number to her authorized proxy relationship behind the scenes.
- Open the mother's record only after that proxy check passes.
- Read the referral's recorded status and next action. In the Voice demo, it is approved and the cardiology office will call her this week.
Connected to your EHR and your teams
A conversation with somewhere to go.
Connect the referral request, order, authorization status and scheduling handoff without blurring their meanings. Our Epic and EHR experts map which record answers each question and which team owns an outstanding step. The conversation carries that distinction through to the patient.
Questions worth asking
Get clear on the scope.
Does requesting a referral mean the order is approved?
No. We explain the request's actual stage and send clinical review to the ordering team. Patients hear what has happened and what still needs a decision.
Can an authorized family member check the status?
Yes. The caller's proxy authorization is verified before the other person's record opens or any referral information is shared.
Start with the outcome that matters
Put this workflow to work for your team.
Bring your patient access, clinical and technology teams. We'll work through the requests, the decisions and the handoffs together.
Let's start a conversation