Owner
One person is accountable for moving the referral or escalating the blocker.
Refer a patientThe Livesworth referral-to-start process
A clear operating path from referral received to start scheduled.
This process tells intake staff what to do, when a referral can move forward, and what families and referral sources should hear at every stage. A referral is never treated as accepted until the decision is documented.
BEGIN HERE
When the referral arrives, make ownership visible immediately.
The alert confirms that a referral entered the system. The intake worklist is the source of truth for its owner, status, next action, and decision.
Status
Use the stage that describes the work happening now, rather than the hoped-for outcome.
Next action
Record the specific action, responsible person, and next checkpoint.
Communication
Every update states what is complete, what is open, and what happens next.
INTAKE PLAYBOOK
Eight stages. Four questions at each handoff.
If a move-forward condition is not met, the referral stays at the current stage and the blocker receives an owner.
01
Owner: System + intake coordinator
Referral received
Create the referral reference, send the intake alert, place the case in the New queue, and identify the referral source and preferred contact.
- Move forward when
- An intake owner is assigned and the referral can be found in the worklist.
- Communicate
- Referral received. Intake review is beginning; this is not an acceptance decision.
02
Owner: Assigned intake coordinator
Acknowledge and make first contact
Acknowledge receipt, confirm the best callback contact, explain the review path, and document each contact attempt.
- Move forward when
- The referral source or family contact has been reached, or the next contact attempt is clearly scheduled.
- Communicate
- We received the referral and will identify missing information and the next review step.
03
Owner: Intake coordinator
Screen for completeness
Confirm the requested service, location, target timing, requested schedule, high-level care needs, and the contacts needed to obtain orders and records.
- Move forward when
- Required information is available for clinical review, or every missing item has a named owner.
- Communicate
- Information needed, with a specific list of missing items and who is obtaining them.
04
Owner: Qualified clinical reviewer
Clinical and scope review
Review the child’s needs, ordered services, required competencies, risks, and whether the request appears to be within Livesworth’s pediatric scope.
- Move forward when
- Clinical fit is documented and any clinical questions, orders, or records still needed are identified.
- Communicate
- Clinical review complete, pending items identified, or unable to proceed with the stated reason.
05
Owner: Intake + authorization support
Coverage and document readiness
Verify the payer path, authorization requirements, orders, plan-of-care documents, and other records needed before a start can be scheduled.
- Move forward when
- Coverage and document requirements are confirmed, with unresolved items assigned and tracked.
- Communicate
- Coverage or documentation status, the blocker, the owner, and the next checkpoint.
06
Owner: Staffing coordinator + clinical lead
Staffing feasibility
Compare location, schedule, required skills, availability, orientation needs, and realistic timing. Do not promise a start based on eligibility alone.
- Move forward when
- A realistic staffing path is documented, or the case is placed on hold or waitlist with a clear reason.
- Communicate
- Staffing assessment in progress, feasible, waitlisted, or unable to staff at this time.
07
Owner: Intake lead
Decision and communication
Record one clear outcome: accepted, waitlisted, more information needed, or unable to accept. Communicate the reason and next action without vague promises.
- Move forward when
- The decision, rationale, owner, and next checkpoint are documented and communicated.
- Communicate
- A plain-language decision with what happens next and who owns it.
08
Owner: Clinical, staffing, and intake handoff
Start-of-care coordination
Confirm the start date, assigned team, authorization, orders, equipment and supply readiness, caregiver preparation, and final handoff responsibilities.
- Move forward when
- All required start conditions are confirmed and the start is scheduled, or the case returns to the appropriate open stage.
- Communicate
- Start scheduled with the confirmed date and next contact, or the specific item still preventing scheduling.
DECISION LANGUAGE
Use statuses that say exactly what has happened and what remains to be done.
Referral received
The case is in the worklist. No clinical, coverage, staffing, or acceptance decision has been made.
Under review
A named owner is completing the current clinical, coverage, document, or staffing step.
Accepted
Livesworth has agreed to proceed, but remaining start conditions must still be confirmed.
Start scheduled
The required conditions are confirmed and a specific start has been coordinated.
CLOSE THE LOOP
No referral should remain open without a next checkpoint.
Before leaving a referral
✓ Confirm the current stage
✓ Name the owner
✓ Record the next action
✓ Set the next checkpoint
✓ Send the promised update
READY TO TAKE THE NEXT STEP?
Apply the process to a new referral.
Begin the guided intake with the information currently available.