Welcome to the My Aged Care video that explains how
to manage service referrals through the provider portal.
This function is performed by the person assigned the
team leader role for your organisation or outlet
in the provider portal.
Referrals are issued and managed at the outlet level,
and can then be actioned at either the outlet
or organisation level within the provider portal.
By the end of this video you should understand how
to view and action a service referral,
retrieve a referral for a client using a referral code,
and view your outlet's referral history.
Service referrals issued through My Aged Care
are managed at the outlet level.
To view service referrals sent to your outlet,
click on the Service Referrals tile from the Home Page.
Or from the Menu.
Or toolbar within the portal.
A list of all incoming referrals will display.
This will comprise referrals issued by an
assessor or the My Aged Care Contact Centre.
You can refine the list by searching for a specific
client by name or Aged Care ID.
Sorting the list of incoming referrals by their
priority status or due date may help you to
manage your workload.
You can alternate between card and list view,
and apply filters to quickly and easily find the
information you need, for example to find referrals
received over the last week with a priority status of medium.
The referral shows the type of services the client
has been referred for and their priority for service.
If you would like more information about the client,
you can expand the referral to view the
referral summary and client record.
You can action the referral by accepting, rejecting or
accepting to waitlist if you choose to manage one
in the provider portal.
If you can provide services to the client,
you can accept the referral.
The referral will then display in the
Accepted Services Pending tab.
Service delivery information must then be
updated on the client record within 14 days
for all care types, except home care packages where
the timeframe is 28 days.
When the service delivery information is updated,
the referral will move to the Services in Place tab.
There may be circumstances after you have accepted
a referral that affect your ability to provide services
to a client.
You can only revoke accepted referrals where
service delivery information has not been
entered and services have not commenced.
This functionality is closely monitored by the Department.
To revoke a referral after acceptance, locate the
referral from the Accepted Services Pending tab
and select Revoke Referral.
You will need to select the reason for revoking.
If you reject the client's referral, you will need to
select a rejection reason from the dropdown list.
If you do not have capacity to provide the service,
make sure the service availability information is
updated to 'No', as this will stop referrals being
needlessly issued and rejected.
Other should only be used if none of the reasons apply.
You must provide a rejection reason,
which then helps assessors and the My Aged Care
Contact Centre to support clients in accessing services.
If you reject a referral, the user who issued it will
receive a notification to follow this up.
If you do not have current availability for
a particular service, you can choose to accept the
referral to your waitlist if one is maintained
through My Aged Care.
Waitlisted referrals will appear in the Waitlist tab.
Note that for home care package clients you must
accept the referral in My Aged Care and submit entry
information to DHS prior to the package take up deadline,
otherwise their package will be withdrawn.
The package take up deadline is found under
the Approvals tab in the client record.
You can watch the Manage a Waitlist video for more
information about this function.
A client may approach you directly with a referral code.
To use a referral code to generate a referral for service,
click on Retrieve a Referral Code.
The referral information will be displayed in your
outlet's Incoming Referrals tab.
From here you can review the referral information
and action the referral as previously shown.
The Referral History tab allows you to view your
outlet's service referral history for all clients,
or for a specific client.
That concludes the video on managing service referrals.
For links to additional information and support,
click on the description box below.