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Building a strong professional reputation with potential clients is essential for the success of a private practice. A polished profile, an engaging biography, and referrals from insurance companies lay a solid foundation. However, it’s important to remember that client goodwill can be fragile and easily lost. Key qualities that potential clients value include attentiveness and responsiveness. The most effective way to strengthen your reputation is to ensure that you respond to client inquiries promptly. Timely communication demonstrates your commitment to their needs and fosters trust, setting the stage for a thriving practice.

Best Practices

1. Check your email and Slack messages frequently: Staying on top of communications ensures you won’t miss any referral notifications.
2. Accept or Decline referrals as soon as possible: (This allows us to quickly route referrals to other providers if needed, ensuring clients are matched with the right professional without unnecessary delays.)
3. Respond to referred clients within 12 hours: Prompt responses show potential clients that you value their time and are eager to assist them.

Types of Referrals

1. Preferred Provider Referral – (Clients request to schedule with a preferred provider.)
2. General Referral – Clients are open to scheduling with any provider. (Insurance network participation may limit provider options.)

Referral Communication

1. All referrals are sent to the #referrals channel in Slack
   • When a Preferred Provider is selected the provider is tagged in the message @name will appear in the top of the message and the provider will receive a slack alert.
2. When a client requests a Preferred Provider two additional communications are sent to the Preferred Provider
   • The referral information is sent to the Preferred Providers @hellopcg.com email address.
     • The email includes the referral information and a link to Accept or Decline the referral. (the link is only valid for 12 hours)
     • A Referral Reminder email is sent to the Preferred Provider if a referral is not accepted within 24 hours.
   • The Preferred Provider is sent a an SMS message indicating that a referral was sent.
3. When a referral is accepted a message is posted in the Slack #referral channel indicating that the referral has been accepted

Accepting or Declining Referrals

1. Accepting a referral indicates that the accepting provider agrees to contact the client. Accepting a referral is not accepting to work with the client.
2. Declining a referral occurs in two situations
   • A Preferred Provider is not available to contact a client.
   • A provider contacts a client, the provider or client decide not to move forward with scheduling.
   • In both situations the referral is made available for other providers.
3. Steps to Accept or Decline referrals – User Guide
   • Click Link in Slack message to access Accept Referral page
   • Search for client using First & Last Name
   • Select “Accept” or “Decline” from the referral status dropdown list
   • Select Provider Name from Provider Requested dropdown list
   • Click Accept Referral button

Referral Expiraton

1. If a referral is not accepted or declined within 48 hours the referral is automaticlly declined.

Client Communications

1. All clients receive email communications throughout the referral process.
   • Referral Confirmation – Confirms referral was received.
   • 24 hour Reminder – Acknowledges that the client is pending contact.
     • If client requested a Preferred Provider the providers phone number is included in the email.
   • Decline Notice – Alerts client that a provider or the Preferred Provider is unavailble at this time.
     • Expired Referrals are sent the Decline Notice

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Frequently Asked Questions