Portal · Handoffs
Why do portal requests keep bouncing between teams?
Repeated routing usually signals unclear request classification or ownership rather than a need for more destinations. Define the request type, one accountable receiving team, the information required before handoff and the exception route when the request falls outside normal ownership.
First checks
Work through the workflow before escalating blindly.
- Identify which request types bounce most often.
- Compare the sender’s expected owner with the receiver’s expected owner.
- Confirm required information before routing.
- Define one exception route.
- Review whether local instructions differ by location or role.
Ownership questions
- Who owns initial classification?
- Who owns each request category?
- Who arbitrates disputed ownership?
- Who maintains the routing SOP?
Avoid making the problem worse
Common failure patterns
- Adding more recipients to increase visibility.
- Using personal routing habits as policy.
- Sending patient-specific content to HelpEpic.
When to escalate
If the approved destination is correct but routing behavior is not, escalate the suspected configuration or defect to the authorized application team.
Related resources
Continue with the closest workflow tool.
Portal Stop/Send Card→Ownership worksheet→Portal workflows→Boundary: Your organization’s approved policy, configuration, security controls and escalation process always control. HelpEpic is independent workflow guidance, not clinical advice or official Epic support. Never send HelpEpic patient names, DOBs, MRNs, screenshots, records, passwords, tokens or confidential internal information.