Configure the Provider Referral Guided Flow
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how the referral guided flow speeds up constituent referrals.
- Describe the steps for configuring the referral guided flow.
Explore the Provider Referral Guided Flow
After you assign a benefit and identify the right providers to deliver a service to the constituent, the next step is to create a referral to request the service. With outdated systems, this is a cumbersome process that requires sifting through extensive paperwork and digging up documents. In Provider Management, you can use a guided flow to quickly transmit all of the necessary information to the provider, without all the headaches.
Here’s how you can use the Provider Referral guided flow to expedite the referral process.
- Swiftly populate the referral with information from objects, such as provider or constituent data.
- Include details about the constituent and the service you’re requesting.
- Attach important documents directly from records, such as cases, inbound referrals, or benefit assignments.
- Automatically populate PDF templates that are specific to a particular service.
After the caseworker adds all the details using the guided flow, the flow creates a referral record with attached documents and PDFs. The referral is then available for provider review on the Home page of the Service Provider Portal.
Let’s check back in with Connor, who just clicked Create Referral to refer Steve to the Cosville Grief Counseling Center.
On the first screen of the guided flow, Connor enters basic information about Steve.
Choose a source object to automatically pull information from the constituent’s account or other source records and speed up your work.
For example, Connor selects Steve’s benefit assignment record so that the provider can see the approved amount of the grief counseling benefit. Any documents present in the source object are attached to the referral.
On the next screen, Connor enters additional information about Steve’s situation and details about the counseling that Steve requires.
On the Select Templates screen, Connor selects a PDF template so that the provider receives the referral details in PDF, which they can download and store for record-keeping purposes.
The guided flow updates this PDF template with information from Salesforce records so the provider has a full view of the constituent’s goals, benefit assignments, and more.
With all the necessary details now included, Connor reviews the information he’s entered and submits the referral. The referral record with all the details about Steve and the service request appears on the provider portal for the Cosville Grief Counseling Center to review. Learn more about the provider portal and related workflow steps in the next unit.
Set Up the Provider Referral Guided Flow
How does the Provider Referral guided flow make all this possible? It’s with Omniscripts, Integration Procedures, and Omnistudio Data Mappers that are specially designed to collect, map, and transmit referral information. Luckily, these components are available out of the box. All you need to do is configure the PDF templates that hold constituent data, and create an action to launch the guided flow.
Configure PDF Templates
As you just learned, the guided flow populates PDF templates with constituent data for transmission to providers. Provider Management includes three PDF templates that each map object data that’s relevant to specific referral types, such as child welfare, job counseling, and workshop referrals.
For example, here’s the ShareJobCounselingInformation PDF template, which collects client details, employment history, benefit assignments, and goal assignments.
Customize the PDF templates provided, or create your own new templates.
To customize a PDF template, download it from the Documents tab in Salesforce Classic and use PDF editing software to modify the document. For example, include a new custom field from an object that’s relevant to the types of referrals your agency manages. After you make the changes, replace the PDF template document in the PSSOutboundReferralTemplates folder in Salesforce Classic. Finally, update the integration procedure that fetches the data from records, and customize a Data Mapper to map the data to the new fields in the PDF template.
To create your own PDF template for referrals, use PDF editing software to configure a fillable PDF with tables for each object. For best results, refer to the provided templates as a guide for formatting the new PDF. Then, upload the new document to the PSSOutboundReferralTemplates folder in the Documents tab of Salesforce Classic. Update the integration procedure to fetch data, and customize the Data Mapper to map data from Salesforce to the new PDF template.
Create Buttons and Actions
After setting up PDF templates for your agency, help caseworkers to quickly create outbound referrals by adding a Create Referral button to the case or inbound referral record pages. You can also add a Create Referral action to the search criteria configuration so that caseworkers can create a referral directly from the search results page.
To learn more about these setup steps, including how to create and customize PDF templates and add the Create Referral button to record pages and search results, view the Set Up the Provider Referral Guided Flow article in Salesforce Help.
In this unit, you learned how the Provider Referral guided flow streamlines the process of creating and submitting referrals, making it easier for caseworkers like Connor to connect constituents with the services they need.
But what happens after the referral is submitted?
In the next unit, discover how to set up a provider portal for optimal collaboration with your providers. Plus, learn how providers can access referrals, update service statuses, and communicate effectively with your agency—all through a centralized platform. This way, your agency can ensure that constituents receive timely and coordinated care.