Map Referral Roles Before the Queue Breaks
Create a role-responsibility map for referral queue work that identifies owner, contributors, and escalation points.
Referral work is bouncing across scheduling, authorizations, MAs, and clinicians. Patients call for status because nobody can see who owns completion. Role clarity: accountable owner, contributors, escalation trigger The common trap is assigning a whole queue to a department without defining the subtasks that cross roles. List subtasks Break referral work into indication, order entry, records packet, payer authorization, receiving-office scheduling, patient contact, and completion tracking. Role clarity starts with the work, not with job titles. Name accountable owner Assign one person or role accountable for referral status until appointment is confirmed or escalated. Many contributors can help, but one…
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