We've had feedback that patients are being told a valid referral is on file when there isn't one. This is creating unnecessary frustration for patients and putting the office in a difficult position when they show up for appointments.
Please make sure you are actually verifying referral status in the system before confirming anything to a patient — don't assume it's valid just because something shows up. If you're unsure or can't confirm it, don't tell the patient it's on file. Instead, advise them to call their insurance company directly or leave a message for the office.
Accuracy here matters — it affects patient trust and the office's ability to see patients without issues at check-in. Please take the extra few seconds to confirm before responding