How-to · intake coordinators
From a referral landing in the mail to a therapist assigned
Overview
The Referrals page is your intake queue. Referrals arrive by mail, CaseLoop recognises them and files them here, and everything you need to decide — the packet, the participants, the addresses, who has capacity — is on one screen.
It creates a referral, a case and an assignment in your live practice system, and those systems have no delete. There is no undo in CaseLoop and there is no undo there. Read the packet and check the therapist before you press it.
The queue
Two sources feed the queue, and each keeps its own list:
Three emails about the same case number are one card with an N emails expander, not three rows. Grouping is on the case number — a re-send, a corrected packet and a chaser all land together.
Search, and the All / Rejected split. That is deliberately all there is: on a queue of twenty items, rows of filter chips are clutter rather than narrowing.
Each card carries a parse status, so you can see at a glance which referrals have had their packet read and which are still just an email with an attachment.
Working one
The middle pane shows the message the referral came in on, with its attachments. Opening an attachment hands it to whatever your computer normally uses for that file type.
Click Parse packet and CaseLoop reads the referral PDF — case number, participants, service type, addresses, schedule, referrer contacts — and lays the fields out beside the document.
Parsing happens on demand and is cached after the first run, so it is instant the next time you open the same referral. If a corrected packet arrives, Re-parse reads it again.
Every extracted field shows where it came from, so you can check it against the document rather than trusting it.
The parser handles the standard SERVICE REFERRAL form. A packet on a different form, or a scan of a printout, will come back partial or empty. That is a signal to read the PDF yourself, not a bug — nothing downstream depends on a field the parser invented.
A referral often names several real addresses — a parent’s home, a community room, a DSHS office. Which one a driver actually drives to is a choice, not something the packet states, so CaseLoop asks you to pick rather than guessing.
Set it under Service address. Everything downstream — distance, driver fit, the driver’s email — uses what you chose.
The right-hand pane ranks your therapists for this referral. Read the section below on what that ranking is before you rely on it.
Assigning and choosing are one action here: Push to Hovi on a therapist’s card assigns the referral to that therapist.
Once pushed, the card says so and the button will not fire twice — CaseLoop reads the pushed state back from the referral itself rather than remembering it, so a refresh or a second machine sees the same answer.
If the button is disabled, hover it: it names which of the four preconditions is missing rather than just refusing.
The ranking
It is an ordering with the evidence shown, not a recommendation. Anyone can be assigned; the list exists so the obvious candidates are not buried.
| Signal | What it measures |
|---|---|
| Capacity | Current caseload against a reference load, so an overloaded therapist sinks |
| QA | Their compliance percentage across active cases |
| Outcome | How often they successfully close cases of this type |
A missing signal drops out and the rest carry the weight. Nothing is invented to fill a gap, and a therapist whose card shows partial coverage is telling you exactly that.
A therapist with fewer than five closed cases of this type has no outcome rate worth comparing. They are shown in their own section, never mixed into the ranked list. That separation is the point: a therapist nobody has measured cannot outrank one who has been.
When the page says this, it means it is ordering on thin evidence. Treat it as a starting point for your own judgement, not an answer.
The driver list uses four independent signals, kept separate and never blended into a single number: their 90-day score, fit (travel out, the visit, travel back), strain (committed hours against that driver’s own demonstrated ceiling), and distance.
Distance does not order the list. It is shown where two real coordinates exist, because the nearest driver is often the wrong one.
Turning one down
Two different actions, and the distinction matters because they mean different things later.
| Action | Means |
|---|---|
| Reject referral | You read a real referral and declined the work. Pick a reason: out of service area, no capacity, wrong case type, not accepting from this source, or other. |
| Mark “not a referral” | This message was never a referral — an inquiry, a contract, a meeting request, an auto-reply. It leaves the queue because it does not belong in it. |
Both are reversible. Rejected referrals are hidden from All and reappear under the Rejected chip, where Restore puts one back. Nothing is deleted.
Drivers
Once a driver is assigned, Send email composes their assignment mail — the family, the visit, the address you confirmed, and the schedule — from the referral rather than from your memory of it.
Configure driver email… sets what that message says and who it comes from. Worth doing once, properly, rather than editing every send.
Troubleshooting
| What you see | What to do |
|---|---|
| Parse packet returns almost nothing. | The packet is probably on a non-standard form, or is a scan rather than a generated PDF. Read it yourself — nothing later in the flow depends on parsed fields, they are a convenience. |
| A referral you expected is not in the queue. | The queue is built from tagged mail, so the message has to have arrived and been recognised. Search for it in Email: if it is there and untagged, the tag rule did not match it, which is fixable — see Tagging rules. |
| The same case appears twice. | Cards group on case number, so two cards means two different numbers. Usually a typo in one packet. Work the correct one and mark the other “not a referral”. |
| Push to Hovi is greyed out. | Hover it. The button names its own missing precondition rather than refusing silently — usually no therapist selected, an unresolved identifier, or a push that already happened. |
| You pushed the wrong therapist. | It cannot be undone from CaseLoop, and your practice system has no delete. Fix it there directly — reassign the case in that system — and tell whoever manages it, because the original assignment record stays. |
| Every therapist shows partial coverage. | Expected on a case type you have not closed many of. The ranking is running on fewer signals and says so. Lean on your own knowledge for this one. |
| The driver list is ordered in a way that looks wrong. | Check whether you are reading distance as the sort. It is not — feasibility comes first, then score. The nearest driver is frequently not the available one. |
| A rejected referral has vanished entirely. | It is under the Rejected chip, not gone. Restore brings it back into All. |
The other half of intake is the mail it arrives on — finding it, filing it, and making sure the right things get tagged: Email, day to day.