3. Referral Source Management

Keeping referral source records up to date helps your Admissions and Business Development teams accurately track data and make better decisions for your organization. After adding a referral source and all related contacts, the admissions and business development teams are tasked with capturing specific event details related to their referral sources via communication logs and tasks.

Best Practice: Always keep referral source records accurate to avoid communication issues and ensure data integrity across workflows.

Workflow 1: Update a Referral Source Record

• When you receive updated or new information, it’s important to update the referral source record right away.

  1. Use the Global Search bar to find the referral source.
  2. Open the record.
  3. From here, you can:
     • Edit Referral Source Information
     • Add New Contacts
     • Add Communication Logs
     • Add Tasks
     • Add Notes

  Best Practice: Search all known variations of a referral source’s name to prevent duplicate records.

• You can also manage referral sources directly from the Referral Source grid—no need to open the full record.

  1. Go to CRM > Business Development > Referral Source.
  2. Right-click on the Referral Source Name.
  3. Choose an action:
     • Open Referral Source
     • Add Communication Log
     • Add Referral Source Contact
     • Export Grid
     • Save or Reset Grid State

  Best Practice: Be sure to save any changes before switching views or tabs—the system won’t save automatically.

• If a referral is sent with updated details, use the Focus Panel to quickly review and edit referral source information.

  1. Go to CRM > Business Development > Referral Source.
  2. Select the referral source in the grid.
  3. The Focus Panel will appear on the right.
  4. Click the action menu in the top-left to:
     • Edit referral source info
     • Add notes or logs
     • View activity and contacts
       

  Best Practice: Always verify contact details before logging communication or outreach.

Workflow 2: Merging Duplicate Referral Sources and Contacts

If you find duplicate referral sources or contacts, merge them to keep your data clean. 

Key Terms

• Ghost Record: The record that is going to be deleted.
• Survivor Record: The record that is going to be kept. It will inherit all associated data from the Ghost Record.

1. Go to CRM > Business Development > Referral Source Merge.
2. Use the search bar to find the Ghost Record and the Survivor Record.
3. Select both and click Merge.
4. Confirm by selecting Yes, Merge Records.

Workflow 3: Upload Files to a Referral Source

Referral Sources often include files like contracts, B2B agreements, and insurance lists. 

1. Use the Global Search to find the referral source.
2. Open the record and click Manage Files.
3. Drag and drop your files or click to upload.
4. When finished, select Close.

Best Practice: Attach business cards or relevant documents directly to the contact record when possible.

Key Terms

• Referral Source Info Page

  • Organization Name: Name of the referring organization.
  • Organization Type: Type of organization (e.g., treatment facility, non-profit).
  • Primary Contact: Set to “Yes” on the contact record to mark as primary.
  • Direct Phone: Facility’s direct number or the number of the primary contact.
  • Primary/Secondary Relationship Managers: Staff assigned to the referral relationship.
  • Types of Care: Used to find providers by level of care (PHP, IOP, OP).
  • Genre of Care: Used to find providers by specialty (Mental Health, Adolescent, etc.).
  • Admissions Details: Total referrals sent, accepted, and declined.

• Referral Source Activity Page

  • Document(s): View all related documentation.
  • Date: Date the activity occurred.
  • Method: Communication method used.
  • Category: Topic of the discussion.
  • Contact: Who the communication was with.
  • Follow-up Date: Automatically creates a follow-up task.
  • Created By: User who entered the record.
  • Notes: Any additional details entered.