Referral workflows
When a referral is “stuck,” find the exact handoff.
Separate order entry, authorization, routing, scheduling and follow-up so the team can see where ownership stopped.
Start with the referral chain.
A referral delay is easier to troubleshoot when each operational step is visible.
- Was the order entered and signed as expected?
- Does authorization or financial clearance own the next step?
- Which workqueue should receive the referral?
- Who monitors that queue and how often?
- What triggers scheduling or patient contact?
- What closes the loop when the referral cannot proceed?
Common failure points
Ownership mismatchThe referral reached a queue, but the receiving team does not believe it owns the item.
Authorization gapThe scheduling team is waiting for a prerequisite nobody clearly owns.
Routing mismatchThe referral was routed somewhere other than the team’s expected workqueue.
Exception without escalationAn incomplete or unusual referral falls outside the normal process and ages silently.
Questions to ask the team
- What status is considered “ready for scheduling” locally?
- Which role owns incomplete referrals?
- What is the expected turnaround time at each handoff?
- How are duplicate referrals handled?
- Who reviews aging or unworked referral queues?
When to escalate internally
Escalate to your authorized Epic/IT team for production routing defects, security or access issues, configuration changes, interface failures, outages or protected system changes.
Need help framing your referral problem?
Describe the workflow and where the team thinks the handoff is failing. Do not include patient information.
Ask HelpEpic