What is pulled automatically from a referral document? Eligibility runs against your payer list, the referral is parsed to populate the intake screen, and high-risk medication indicators and clinical context are surfaced. The parsed output is only as good as the source document — a sparse referral means a sparse screen until your team fills in the rest.

The intake screen is mostly empty for a new referral. Is it broken? No — expected. The screen populates from what is in the documents. Surfacing what is missing is the point: address gaps before admission, not after.

Can a non-admitted or declined referral be restarted? Yes. Open the closed referral and use the restart banner; choose which files to parse for the restart. Prior work stays on the original referral, and the new one links to the same patient.

What is the Kanban board versus the list view? Same referrals, two lenses. The board groups by stage so you see the funnel and drag cards forward. The list is a sortable, filterable table — better for scanning a large set.

What are referral notes for? Can I tag someone? Notes carry follow-up context for the clinician who will admit the patient (confirm a medication, check caregiver availability) and appear in the chart's Notes tab during pre-visit prep. They are not an @-mention tool — use the referral's Comments for team conversation with mentions.

Where do I update SOC or add-on evaluation dates if the start is delayed? On the referral packet. Both the SOC date and add-on evaluation dates per discipline are editable there; updating them flows to the patient calendar and scheduling. Do not recreate anything downstream.

Do I run eligibility myself, or is it automatic? Automatic when the referral's payer matches your payer list. If the name does not match exactly, link it manually once — an alias is remembered and future referrals auto-link. You can always run a check yourself from the Financial tab. See Check coverage and authorizations.

A referral's payer keeps matching wrong or not at all. Add the exact spelling from the incoming documents to the payer's Aliases tab (an administrator does this in Settings → Payers).

Does the system flag missing pages or unreadable documents? Specific missing pages are not identified — what surfaces instead is missing information: the patient panel shows the gaps the documents did not fill. Handwritten and poorly scanned documents run through OCR, which extracts minimally legible pages as best it can; verify anything borderline against the preview.

Which information is extracted directly versus inferred? Chart data — demographics, providers, coverage — is extracted directly from the referral to keep it accurate. Patient summaries and health-risk indicators can be inferred from the overall narrative of the packet, which is why they carry a review step.

How are incoming documents categorized? Three types: Referral, Physician Order, and Other, auto-classified on receipt. Statuses run Received → Processing → Needs review / Sent to intake / Attached / Archived. See Process incoming documents.

What if the classification is wrong? Open the document's menu and use Change Type. The right routing actions appear once the type is correct.

What happens when a signed order comes back? It is auto-associated to the existing order and the signed PDF attaches to it. If only the patient is detected, a suggested order pops up for one-click linking. Auto-associations can always be overridden.

What about an inbound order that did not originate here? Associate the document to the patient; it files to the chart's Documents tab and the clinical manager is notified to create the corresponding order and attach the PDF. The clinical manager does not watch the inbox — the notification pulls them in.

Who should monitor the document inbox? Typically a non-clinical office person: they sort, reclassify, and link. Clinical staff are notified only when something needs their action.

A fax page got cut off and cannot be matched. Link it manually to the patient or referral, and contact the sender for a resend. Pages that left the system carry a QR code by the signature line with patient identifiers, so returned pages match even when separated.