The 5 Milestones of a Referral

Through meeting with leads and team supervisors, we discovered certain workflows were not being completed during the referral management process. Referrals were being processed without first obtaining an insurance authorization/referral. Also, some referral types were delayed due to confusion with determining who is responsible for managing them.

Needs Analysis Result

A simple solution to this gap in performance was pushing out a series of micro-learning videos with emphasis on process milestones that are easy to remember. Also, the referral management process was redesigned to define process milestones each containing a checklist with tasks to complete before a referral can move forward. The following infographic was created.

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