Situation

Handling patient referrals should be simple, but it’s anything but. Primary care providers (PCPs) send referrals in every imaginable format—emails, phone calls, even faxes. Each referral comes incomplete, leaving your admin team scrambling to gather the missing details, confirm eligibility, and manually input data into your EHR. It’s a frustrating, time-consuming process for everyone involved.

Complication

This disorganization frustrates everyone involved. Admin teams are bogged down chasing missing information, manually entering data into the EHR, and determining eligibility on their own. Patients are left waiting, confused by delays or disappointed to find out they aren’t eligible after all. Even when patients are eligible, the manual process of onboarding them into the system adds more unnecessary workload.

Resolution

Our customers use Awell to turn referral management into a seamless, efficient process. A simple, smart referral form integrated into the website collects all necessary information upfront, removing the need for follow-ups. Primary care providers are equipped with QR-coded folders, making it quick and easy to submit referrals directly from their mobile devices.

Once referrals are received, the system triages the data automatically, determining eligibility based on predefined criteria. If a patient doesn’t meet the criteria, the system provides clear feedback and suggests alternative care options, reducing frustration and ensuring transparency. For eligible patients, care teams use Awell to automate onboarding—creating records in the EHR, enrolling patients in a pre-signup engagement flow, and guiding them step-by-step toward booking their first appointment.

This streamlined approach drastically reduces the burden on admin teams, improves patient satisfaction, and ensures referrals move from confusion to clarity in a fraction of the time.