Page 36 - R2P Front Desk Manual v1

How to Manage Received Fax Messages

Fax messages are received through RingCentral and appear as email attachments in the
Frederick email Inbox. Faxes will be forwarded to their respective clinic by the Coordinators.

The most common fax messages received are:
● Referral/Script (from a Doctors’ Office or from Tricare)
○ Search WebPT to determine if they are a previous patient. Locate the patient’s
contact number on the referral and reach out to see if they are interested in
scheduling an appointment.
○ If you leave a message for the patient, mark the email Unread with a purple ?
and leave it in the inbox until contact is made (up to 2 weeks).

● Response to an Authorization Request
○ Download the document and upload to the patient’s eDocs .
○ Follow instructions on how to update authorization in chart and notate in
Additional Info of Case.
○ Update the appropriate location’s Authorization Log spreadsheet.
○ Call the patient to inform them of their insurance’s authorization response
(approval or denial) and, if necessary, to schedule.

● Workers Compensation documents (usually sent from One Call)
○ Single Referral Agreement: This is an agreement for a worker’s compensation
case that must be completed and returned via fax before One Call will send the
patient’s authorization and referral.
○ Requesting an update on patient status: Fax notes for dates of service requested
through WebPT to the fax number they provide.

● Physician Signed Clinical Notes
○ Notes are faxed to physicians with the request for their review and signature.
○ Follow instructions for Faxing Clinical Notes & Requesting Physician Signatures.

● Medical Records/Billing Request from a Lawyer
○ Confirm presence of a HIPAA release signed by the patient and the lawyer
releasing their records from R2P to the company/person.
○ Follow instructions from the Faxing of Medical Records Procedures document.

Last Update: 7/9/19