Referral Management
  • 20 Feb 2024
  • 4 Minutes to read
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Referral Management

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Article Summary

In the broadest sense, a referral source is anyone who refers a client to you. This could be an organization, a case manager, social media, a physician, a current Client, an advertisement, or a current Caregiver. Assigning a referral source to all clients helps you determine where your most profitable referrals come from. It also helps you know how your marketing efforts are working.

  • Referral Source Activities work with the Call Center automatically; learn more below.
  • Referrals can also be assigned to a Location.
  • Our API can work with Referral Sources.
  • There is a separate master list for referrals for caregivers that can help reduce turnover.

As a best practice, do not send any electronic messages (including emails, text messages, and reports) that contain identifiable Client information like full name, address, phone, date of birth, etc. This information is easily hidden from Caregivers when they use the App or Web Portal; see Company Settings > Web Portal.

Video

Watch a video about Referral Sources.

Buttons and Toolbars

  • Column Chooser: Used to change the display of items in the list.
  • Outlook: Click to export this person into your Microsoft Outlook contacts. Only works with the desktop version of Outlook.
  • Email: Click to email.
  • Export: Click to download this list into Excel. 
  • Font +/-: Click to increase or decrease the size of the font. 
  • Search Bar and Button: Used to search through the list. Type a search term (name, address, city, etc.) and click the Search button. 
  • Status: Select one - active or inactive.
  • Alphabet: Click the letter of the alphabet to see all Referrals with a first name beginning with the selected letter. 
  • 1 to 34 of 34 Records: Click the arrows to move through the list.
  • +New: Click to add a new item.
  • Yellow Pencil: Click to edit an existing item.
  • Red X: Click to delete an item.
  • Magnifying Glass: Click to audit and see who first created and who most recently updated this item.
  • Unassigned: Indicates that the Referral is not assigned to a Company. Click to assign or to add a new company. You can also assign a new company by clicking the yellow pencil to edit.

Add A Referral

Click the green +New button and this screen opens. Fill in information and click Save.

Buttons and Tabs

  • Main: The primary page with contact information for this referral source.
  • Activities: A dedicated place for activities (also known as Notes.) See more below.
  • Assigned Clients:  The clients who have this person as their referral source. This area is populated automatically.

  • Report: Runs a report of all Call Center activities for this referral source.
  • Email: Click to email this person.
  • Outlook: Click to export this person into your Microsoft Outlook contacts. Only works with the desktop version of Outlook. 
  • Note Types: Opens the Other Note Types Master List. Add, edit, and delete from that list or here.

The Other Note Types Master List

Fields

  • Name: The name of the referral.
  • Company: The company of the referral.
  • Salutation: The preferred salutation for Letter Writer.
  • Title: The title of the referral.
  • Department: The department of the referral.
  • Phone, Mobile, and Fax:  Phone,  mobile, and fax numbers of the referral.
  • Status: Select one - active or inactive.
  • Address, City, State, Zip: The mailing address of the referral.
  • Website: The website for the referral's company.
  • Email: The referral's email address.
  • Status Detail: Identifies which salesperson is responsible for specific accounts. Click the up arrow to the right of the menu to work with status detail. In the past, this was used for active/inactive.

The status detail for referral sources.

  • Type: The category of referral; for example: social worker, retirement center, rehab center, hospital, church, radio ad, and so on. On the Gross Profit Report this information helps you understand the type of referral that gives the best return. 

The referral sources type list.

  • Location ID: Used to associate the referral with a specific office on the Location Master List.
  • Notes: Add additional information about the referral here.
  • Save: Click to save.
  • Cancel: Click to cancel.

Company

When a referral source is not assigned to a company, you see a green + unassigned button. Click that button to see a full list of available companies. 

Add Company

Click +Add New. Complete the different fields and click update to save. 

Activities and the Call Center

Each Referral Source has a dedicated place for activities (also known as Notes.) 

  • You can add, edit, audit activities. You can also create an appointment in Outlook from the activity.
  • Activities added for a Referral Source in the Call Center, it is automatically copied to the correct Referral Source and vice versa. 
  • Look in the Operational Section of the Dashboard to see how many referral activities there have been.

Activities Buttons

  • +New: Click to add a new item.
  • Yellow Pencil: Click to edit an existing item.
  • Red X: Click to delete an item.
  • Magnifying Glass: Click to audit and see who first created and who most recently updated this item.
  • Envelope: Used to schedule to-do's and appointments in Microsoft Outlook. 

Add An Activity

  • Click +New.
  • Select a Note Type.
  • Add Notes.
  • Click Save.
  • The note is displayed in the referral source's file and in the Call Center.

In The Referral Source's File

In the Call Center

Client Personal Data

On the client's personal data page, there is a menu for referral sources. 

  • Sort by referrer name or company name by clicking on the header.
  • As a best practice, assign a Referral Source to every Client so you can determine where your most profitable referrals come from. 

Screenshot of Client Personal Data page that highlights the referred by menu.

Referral Mapping and Routing

Create maps and routes from the Home Screen and filter to only Referrals. Refer to Mapping and Routing Overview for details.

Reports and Letters

There are several reports you can run to help you with Referral Management.

  • Clients > Referral Source Directory
  • Clients > Referrals By Date
  • Clients > Sales Rep by Client
  • Billing > Gross Profit Report showing Referral Source or Referral Type
  • Dashboard > My Company At A Glance and Marketing sections
  • Mailing Labels/Badges > Referral Mailing Labels
  • Create letters, labels, and emails using the Letter Writer for Referral Sources.
  • Use Report Writer to create and save custom reports.

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