The designated PR team member for the New Patient Referral Tracking will be responsible for the following tasks each week:
Transferring new patient referral information from the NP Referral Spreadsheets into their demographic in Eyecare.
Cross checking the NP Referral Spreadsheet against the Appointment Statistics report for each office.
Adding any missed NP into Eyecare and documenting.
Add $15 NP REF to referring patient’s account
Send Referring patient the “NP REFERRAL” email or send postcard if no email available
SOPs for EACH TASK:
Each week, you must enter the new patient referrals from the NP Referral Spreadsheet into EyeCare. To do this:
Open the NP Referral Spreadsheet, find the first patient listed and pull them up in Eyecare.
Go to the “Referral Sources” section of the patient’s demographic, and click “Add”(the green plus) in the top left hand corner of the box that appears.
In the new box that appears: Click on the drop down arrow next to “Type” and choose “P New Patient Referral.”
If the referral source listed on the NP Spreadsheet is:
A patient name: type in the last name, first name of the patient and hit the enter key. This will pop up a box that will allow you to choose which patient you are specifying. Once you have selected the referring patient, double click on their name. Their name and address should populate in the box. Click on the checkmark to save.
If it lists something like “family goes here,” look at the patients listed under “Family” in their demographic and put that family member’s name in. If there are only children listed, choose one of the children’s names to add.
Anything OTHER than a person’s name: click on the drop down arrow next to “Source” and choose the option that BEST FITS THE REFERRAL SOURCE.
For example, if “Dr Schmo” is listed, choose “Misc Medical Referral.”
If “Co-worker” is listed, choose “Unnamed Family member/friend.”
If “Insurance” is listed, look at what insurance they used and choose that insurance name from the drop down (“Anthem Eligibility” or “VSP Eligibility”, etc).
If “Teacher” is listed, choose “School/IEP.”
Any questions can be sent via a to-do or IM to RAM for clarification.
Click on the save checkmark when finished, and continue to the next patient.
Each week, you must also pull the Appointment Statistics Report in Eyecare to cross check the NP Referral Spreadsheet and make sure all NP are accounted for. FD staff is required to add all NP to the NP Referral Spreadsheet, however, occasionally they get missed. By printing this report, you can make sure that all NP will have an entry in Eyecare.
Go to “Report” from the blue screen in Eyecare and click on “Appointments,” then “Analysis,” then choose “Statistics.”
A box will appear, and you will need to:
Change the “LOC” to 01.
Change the dates to the week that you are working in.
Change the “Patient Detail” to “Y.”
Change the “Appt Status” to “K.”
Click “Begin” at the top of the box.
A report will generate, please print the report and set aside.
Repeat the previous steps with location 02, 04 and 06.
With this report, highlight all of the patients that are listed as coming in for a NP Exam, InfantSee, NP VT Eval, NP V&L, NP V&Aut, NP Amb Eva, NP TBI Eva, NPSPort Ev, NPStrab Ev, NPREF V&L, NPREF VTE, NPREF AMST, NPREF TBI or NP Emer.
Then, pull up the NP Referral Tracking Spreadsheet and cross off the highlighted names as you find them on the spreadsheet. Repeat this for each office.
For the highlighted patients that are not crossed off (not listed on the NP Referral Tracking Spreadsheet):
Pull the patient up in Eyecare, and check to see if they are a reactivated patient. If they are (have been at one of our offices before for an appt):
Double click on the “Referral Sources” box.
Click “Add” and change the “Type” to “P New Patient Referral.”
In the “Sources” field, click on the arrow drop down and select “Reactivated.”
If they are not a reactivated patient, follow the same instructions as listed above, however, do not enter any information in the “Sources” field, simply leave it blank and save.
Go back to the NP Referral Tracking Spreadsheet and add all patients that were not originally on the spreadsheet that have been added to eyecare
Once all non-highlighted patients are entered into Eyecare, you can shred the report.
Highlight all of the names that have been added into Eyecare to know where you left off on the spreadsheet
Finally, each week, you are responsible to send out a “Referral Thank You” to patients who have referred new patients to us.
o To complete the Referral Thank You, you must first print off the list for the patients we are thanking. To do this:
Go to the blue screen in Eyecare and click on “Function.”
Next, click on “Referral Thank You’s”
A box will appear. In the box, change the Output to “List” and click on the box to “Update.”
Click “Begin.”
The list will take about 15 minutes to generate.
When it generates, a separate screen will pop up. Print that screen.
When you are done, simply “X” out of the box.
o Once the list has printed, we need to make a note on each patient’s ledger and add the $15 credit. To do this:
In Eyecare, pull up the first patient listed on the list.
Go to their alerts at the top of their demographic.
Click Add then checkmark Patient and Ledger
Type "$15 NP Ref Credit Exp. (_____)" and fill the blank with an expiration date of 2 years past the date you are making the alert. For example, if the date you are working on is 1/1/2011, the alert would read “NP Referral, Expires 1/1/2013.”
Then, click the green check mark in the right corner to save!
Repeat the above steps for each patient on the list.
NOTE: if a patient has a balance on their account, please apply the credit to the open charges.
o Next, we need to email patients a thank you for their referral!
o Open the Patient Care Email and then minimize it.
o To access the NP Referral Thank You Email go to the desktop and click in the “NP Referral Thank You Email”. Minimize this once it has been pulled up.
o Once the thank you email has been pulled up:
Go to Eyecare and pull up the first patient listed on the list.
Copy their email
Go to the Patient Care email and compose a new message
Paste the patients email in the BCC (so you can add multiple emails for the new patient referrals)
Bring up New Patient Referral Thank You Email and copy the image.
Paste the image in the body of the email
In the subject type “Thank you for your referral!”
Do this for every new patient referral that has an active email, adding each email address to the BCC line in the same email
o If a patient does not have an email on file we need to send them a Referral Thank You Card.
o On the “Referral Thank You Cards,” manually write “Thank You!” and sign your name.
o Insert the card in the envelope, write the patients address on the front, stamp our return address and you are good to go!
o Don’t forget to run the envelopes/cards through the postage machine before you take upstairs to go out in the mail.
o Save the spreadsheet, and you are done!