2. Creating Referral Source Contacts

Accurate referral contact data is essential for effective relationship management and ensures your Business Development (BD) team receives the correct referral credit. Referral Source Contacts are individuals from organizations who refer patients to your facility. This guide outlines when and how to create these contacts using different workflows in the CRM. 

When to Add a Referral Source Contact

Add a Referral Source Contact when:

• A referral is received from someone not already listed in the CRM.
• A new individual from an existing referral source refers a patient.
• You're documenting a referral during a call or opportunity, and the contact doesn’t exist.

Tips to Avoid Duplicate Contacts

Avoid duplicating contact records by following these tips:

• Use Global Search or the Focus Panel before adding a contact.
• Check the list of existing contacts in the referral source record.
• Use the Records Associated with Phone Number feature during calls to confirm if the contact already exists.

Workflow 1: Manually Create a Referral Source Contact

Use this method when the referring individual isn’t listed under the organization.

1. Use Global Search to find and open the referral source record.
2. Click Add New Contact.
3. Enter the following required fields:
   • First Name
   • Last Name
   • Effective Date
   • Organization Name
   • Organization Type
   • Address Country
   • Phone
   • Email
   • Contact Tags
   • Contact Phone Type
4. Fill in any additional fields you have available.
5. Click Save.

Best Practice: Complete all fields when possible to ensure visibility and accurate referral crediting in My BD Pipeline.

Workflow 2: Add Contacts from the Referral Source Grid

You can add contacts directly from the Referral Source grid using two options: right-clicking the source or using the Focus Panel. 

Best Practice: Always review existing contacts in the Focus Panel to avoid creating duplicates.

1. Navigate to CRM > Business Development > Referral Source.
2. Locate the referral source:
   • Option A – Right-Click: Right-click the referral source row and select Add Referral Source Contact.
   • Option B – Focus Panel: Click the referral source row to open the Focus Panel and open the action menu.
   • Select Add Contact.
3. Complete the contact form with as much detail as possible.
4. Click Save. 
5. Once you've saved the contact information, the information will be added to the dropdown list associated with the specific referral source, enabling admissions staff to easily select and assign contacts from a patient's Treatment Opportunity. 

Workflow 3: Add from the Call Queue

Use this method when a new referral is received via a call from an unknown contact.

1. Go to CRM > Admissions Management > Queue > Call Request Queue.
2. Select the call record.

3. Note: The system searches for records by phone number. Shared numbers (e.g., facilities) may bring up multiple records.

4. If the contact isn’t in the system, choose New Referral Source Contact.
5. The system will autofill fields like first name, last name, and phone.
6. Complete the required fields:
   • Organization Name
   • Organization Type
   • Address Country
   • Phone
   • Email
   • Contact Tags
   • Contact Phone Type
7. Click Save Changes.

Best Practice: Always connect calls to existing records when possible to avoid duplicates.

Workflow 4: Add from a Patient's Treatment Opportunity

Use this workflow while documenting referrals in the Treatment Opportunity window.

1. Use Global Search to find the patient.
2. Go to the Treatment Opportunities tab.
3. Select or create the opportunity.
4. In the Referred Through field, click Add Referred Through.
5. Click on the Type field and choose Organization / Person.
6. Add the referral organization by clicking on Organization, typing in the desired option, then selecting it from the drop-down.
7. Click Add Contact.
8. Enter the referral source contact information.
9. Click Save Changes.