Internal Transfers
Internal Transfers
Embedded Files
Please be mindful that transfers should only be happening per client's request or if there is an issue related to scope / scheduling and you were unable to accommodate, despite efforts made.
Regardless if the client is being seen for an intake or a follow up, they are your client until transferred or discharged and need to be appropriately notified of why a transfer or discharge is happening.
Transfers have 4 possible states:
~Open (no new provider selected)
~Pending (new provider selected, but not confirmed)
~Complete (new provider selected and confirmed)
~Closed (transfer was no longer needed)
There are 2 ways for transfers to get started:
1. Client Initiated
Client Initiated (2).mp4Please review the video above for a more detailed walkthrough of the client initiated transfer process.
Below is a breakdown of the process in step-by-step, written and picture form.
If a client goes to the provider search in the portal, but they already have an active case of the same type that they are looking for (e.g. individual therapy), they will be prompted to select a new provider or to join the waitlist if no matching providers are available.
A client can only have one open or pending transfer for each case type at a time. Completing this process adds a new transfer record to our transfer system.
Client prompted to select a new provider:
Client prompted to join the waitlist:
If the client cannot find a new provider, they have the option to join the waitlist. The waitlist is just a transfer, but it will have a status of open and will not have a new provider attached to their request in the "Transferred To" section.
New clients can join the waitlist as well and will have no provider attached to their request in the "Original Provider" or the "Transferred To" sections.
Waitlist example for an existing client:
Waitlist example for a new client:
If the client selects a new provider, they will have to pick the date/time to be seen and the transfer will be set to pending.
A ticket will automatically be created for communication with the client. Both the old and new provider will get notifications that there is a new transfer request.
Client has chosen provider, date, and time:
Transfer set to pending on transfer list:
Pending appointment on receiving provider's calendar:
Ticket created for client and provider:
When a request is pending, it is the original provider's responsibility to complete the transfer. Transfers do not complete automatically. This will require the two providers to coordinate throughout the process.
Original provider completes the transfer:
Completing a client initiated OR provider initiated transfer will do the following automatically:
Create a case for the new provider
Set the original provider's case to 'transferred'
Delete future appointments from the original provider's calendar
Add appointments to the new provider's calendar, IF a schedule was set in the transfer
Update and close the ticket
2. Provider Initiated
Provider Initiated.mp4Please review the video above for a more detailed walkthrough of the provider initiated transfer process.
Below is a breakdown of the process in step-by-step written and picture form.
A provider can select any of their active cases and put that client up for a transfer. Once the transfer is claimed by someone else, it can be confirmed.
Transfer tool located under "Case Management"
Please include the following transfer questions in the note section of your provider initiated transfer request:
Main issues wanting to be addressed:
Any safety risks (SI, DV, mandated reports)?
Client not seen yet, intake only, or established client?
All times client is available:
Creating a transfer request:
Creating a transfer will have it be open by default. An open transfer can be claimed by another provider, which will set it to pending. Notifications go out to the appropriate parties whenever a transfer is claimed, updated, or confirmed.
Example of an open transfer request initiated by original provider:
The original provider can also edit the transfer and set the new provider if they know who it should be.
Original provider has access to the edit tool:
Original provider can set the status to pending and select the receiving provider:
Original provider can set the status to complete and select the receiving provider, the appointment date, and the appointment time:
Any provider can access the transfer waitlist and claim a transfer. Once it has been claimed, the status will change to pending and the original provider will be notified to approve and complete the process.
Claiming a transfer from the waitlist:
When a transfer is confirmed, the original case is automatically set to "transferred" and a new case is duplicated for the receiving provider. Any future appointments with the original provider are deleted. If scheduling information was added to the transfer, those appointments will be created automatically. If not, the new provider needs to schedule the client manually.
Original case automatically set to transferred:
If you are transferring a Kaiser client, in addition to the above, please follow the steps outlined in our
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