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Documentation Index

Fetch the complete documentation index at: https://docs.patient-experience.commure.com/llms.txt

Use this file to discover all available pages before exploring further.

After reviewing a referral, you make a final decision: Accept or Decline. This triggers automatic writeback to HCHB (chart), insurance systems, and the patient portal.

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Making a decision

1

Open the referral

Navigate to the referral detail view from the queue. Confirm all patient data, diagnoses, and insurance information are correct before proceeding.
2

Select Accept or Decline

Use the Accept or Decline button in the detail view header.
  • Accept — The referral is approved for service.
  • Decline — You will be prompted to select a non-admit reason before the decision is finalized.
3

Confirm the action

A confirmation dialog appears. Review the summary and confirm.
4

Monitor writeback

After confirmation, writeback begins. The referral status changes to In Progress and a progress indicator appears. The status updates in real time as each system completes.

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Non-admit reason (decline only)

When declining a referral, you must select a non-admit reason from the dropdown. This is required before the decline can be submitted.
Declining a referral is a significant action. Confirm the non-admit reason is accurate — it is written back to HCHB and may affect reporting.

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Writeback progress

After a decision, writeback runs against three systems independently:
SystemDescription
Chart (HCHB)Patient and clinical data written to the EHR.
InsuranceInsurance and eligibility data submitted.
Patient portalPatient record created or updated in the portal.
Each system has its own sub-status (Pending → Processing → Complete or Error). You can view these in the detail view after the decision is made.

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What to do if writeback fails

If one or more systems shows an Error sub-status:
  1. Note which system failed (chart, insurance, or portal).
  2. Contact your administrator — they can rerun writeback for the failed system from the admin tools.
  3. If partial writeback is stuck, an admin can manually complete the sub-status after verifying the data was written externally.
The referral does not return to a pending state after a writeback error. The decision stands; only the writeback needs to be resolved.

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Approve vs. accept

The workflow has two steps for positive outcomes:
  • Approve — An initial approval before the full accept workflow. Used when a second review or sign-off is required.
  • Accept — The final acceptance that triggers writeback.
Not all referrals require an explicit approve step before accept. Your workflow depends on your organization’s configuration.