CCRA HSRM End User Guide Va

User Manual:

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HealthShare Referral Manager (HSRM)
VA Employee User Guide
_____________
Department of Veterans Affairs
Office of Information and
Technology
Version 7.0
Build 3.0
August 2018
HealthShare Referral Manager
User Guide Version 7.0 ii August 2018
Revision History
Version Date Author Description
1.0 08/11/2017 CCRA Training
Team First version of HealthShare Referral Manager
Participant Manual for User Functionality
Testing
1.1 09/15/2017 CCRA Training
Team
Morgan Byrd
Updates include:
• Updated all screenshots based on new
system release
• Updated Figure 1 Referral Lifecycle Model
• Updated Table 1 to correspond to new
Figure 1 graphic
• Updated Workflow 1 to correspond to new
Figure 1 graphic
• Updated Workflows 4,5, and 6 to
correspond to new Figure 1 graphic
• Added exporting function to section 5.0 C
View Analytics
• Added section 5.0 D Run Reports
• Added section 6.1 Sort the Referral List
• Added section 6.3 Tasks
• Added section 6.4 Record Patient Contact
2.0 09/16/2017 Susan Burke Quality Manager Review
HealthShare Referral Manager
User Guide Version 7.0 iii August 2018
Version Date Author Description
2.1 01/24/2018 Lauren Shaman,
Justin Gaines Update
• TOC: Updated table of contents, table of
figures, and table of tables
• Throughout document: Changed Helpful
Tips to Notes
• Added language to reflect and highlight the
benefits of HSRM in section 1.0
• Added additional user roles to the HSRM
user roles table/spelled out acronyms in
section 2.0
• Updated the HSRM referral lifecycle model
to align to user roles/responsibilities in
HSRM in section 3.0
• Added section 4.0 HSRM Essentials
• Added section 5.0 Locate a Referral
• Added section 6.0 Sort a List
• Added section 7.0 Manage Tasks
• Added section 8.0 Referral Details
• Added section 9.0 Add Documents
• Added section 10.0 Record Patient Contact
• Added section 11.0 Allocate Referral to a
Community Care Provider/Facility
• Added section 12.0 Accept/Reject Referral
• Added section 13.0 Manage Appointments
• Added section 14.0 Indicate Care Given
• Added section 15.0 Access an Audit Trail
• Added section 16.0 Reporting and
Analytics
2.2 01/18/2018 Adine Hoffman Peer Review
2.3 01/20/2018 Rachael Novalis Manager Review
2.4 01/30/2018 Sam Weaver QC Review
• Updated version number on title page
• Throughout document:
o Made minor changes to language and
grammar
o Applied appropriate text styles
o Changed CC to community care where
appropriate
o Changed HSRM to HealthShare
Referral Manager
o Clarified alt text
• Updated content to match mandatory intro
text in section 1.2
• Added a table of acronyms and
abbreviations in Appendix A
HealthShare Referral Manager
User Guide Version 7.0 iv August 2018
Version Date Author Description
2.5 02/05/2018 Susan Burke Deputy Project Manager Review
2.6 03/05/2018 Justin Gaines • Updated table of contents, table of figures,
and table of tables
• Change language throughout document to
reflect new procedures and processes
• Updated the HealthShare Referral
Manager lifecycle diagram
• Updated Table 1.0 with new lifecycle
process and statuses
• Added section 4.0 HealthShare Referral
Manager Account Request
• Added section 5.0 HealthShare Referral
Manager Access
• Added language for lock icon in section 6.1
• Added language for logout button in
section 6.1
• Added section 7.0 Eligibility Form
• Added section 9.0 Offline Referral Form
• Added section 10.0 Assign a Referral to a
User
• Added section 11.7 Automated Task
• Added section 18.1 Reject a Referral
• Added section 19.0 Close Referral
• Added section 22.0 Provision Users
2.7 03/08/2018 Zainab Ashraf Peer Review
2.8 03/12/2018 Rachael Novalis Training Lead Review
2.9 03/14/2018 Sheila Petaccio Project Manager Review
2.10 03/15/2018 Morgan Byrd 508 Review
2.11 03/19/2018 Sam Weaver QC Review
• Throughout doc:
o Made minor changes to language and
grammar
o Changed HealthShare Referral Manager
to HSRM where appropriate
o Made “Community Care” and
“Community Provider” lowercase where
appropriate
• Appendix A: Updated table of acronyms
3.0 03/20/2018 Susan Burke DPM Review
HealthShare Referral Manager
User Guide Version 7.0 v August 2018
Version Date Author Description
3.1 03/28/2018 Justin Gaines Updated based on MR12 Release
• Added Section 14.1.1 View Additional
SEOC Information
• Added Section 19.1.1 Add a Provider to
an Appointment
• Updated Section 2.1 The Lifecycle
Referral Diagram
Updated the figure numbers
3.2 03/28/2018 Rachael Novalis Training Lead Review
3.3 03/29/2018 Aamir Syed Project Manager Review
3.4 03/30/2018 Morgan Byrd 508 Review
• Checked for alt text
• Added header rows for each table
• Checked heading structure
3.5 04/02/2018 Sam Weaver QC Review
• Title page and footer: Updated month
• Throughout doc:
o Made minor changes to language and
grammar
o Added and corrected alt text for images
o Corrected errors in image captions
• Section 1.1: Updated intro text
• Section 11: Added spell out for SEOC
• Appendix A: Updated table of acronyms
4.0 04/03/2018 Susan Burke DPM Review
5.0 06/25/2018 Justin Gaines • Updated Section 2.1 The Lifecycle Referral
Diagram
• Added Section 14.1.2 View Additional
SEOC Information from the Referral
Details Screen
• Added Section 19.2 Record an
Appointment from the Component Menu
icon
• Changed language to section 13.7
Automated Task to read (25 days of the
status being changed to Initial Care Given
or 25 days after the earliest appointment)
• Updated screen shots to reflect interface
updates
• Updated figure numbers, table of contents
HealthShare Referral Manager
User Guide Version 7.0 vi August 2018
Version Date Author Description
5.1 06/29/2018 Sam Weaver QC Review
• Throughout doc:
o Made minor changes to language and
grammar
o Corrected figure numbers
• Section 1.1: Updated intro text
• Section 9.2: Deleted duplicate step (no. 7)
• Appendix A: Updated table of acronyms
6.0 07/03/2018 Susan Burke DPM Review
6.1 07/13/2018 Justin Gaines • Throughout doc:
o Updated hyperlinks
o Added language to explain Priority,
Status, and Appointment Hyperlinks
o
Made minor changes to language
6.2 07/13/2018 Rachael Novalis Training Lead Review
6.3 07/16/2018 Sam Weaver QC Review
• Title page and footer: Updated version
number
• Throughout doc:
o Made minor changes to language and
grammar
o
Verified accuracy of hyperlinks
6.3 07/13/2018 Morgan Byrd 508 Review
• Checked for alt text
• Added header rows for each table
• Checked heading structure
6.4 07/20/2018 John Bingham • Added section 12.1 “Generate Multiple
Offline Referral Forms” and related
screenshots
• Added screenshot to section 20.1
• Added new automated tasks to section 14.6
6.5 07/22/2018 Rachael Novalis Training Lead Review
6.6 07/23/2018 John Bingham • Added section 8 “View Other Health
Insurance”
• Updated figures, table of content
• Added alt text
• Added Appendix B “Document Type
Definitions”
HealthShare Referral Manager
User Guide Version 7.0 vii August 2018
Version Date Author Description
6.7 08/07/2018 Sam Weaver QC Review
• Title page and footer: Updated month and
version number
• Throughout doc:
o Made minor changes to language and
grammar
o Verified links and updated them where
necessary
o Reviewed alt text
• Tables 3 and 4: Updated formatting for
consistency
• Appendix A: Updated table of acronyms
• Appendix B: Inserted a page break so it
starts on a new page
7.0 8/10/2018 Susan Burke DPM Review
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User Guide Version 7.0 viii August 2018
Table of Contents
1. Introduction ....................................................................................... 14
1.1. Project and Solution Overview ......................................................................... 14
1.2. HSRM Benefits ................................................................................................ 14
1.3. User Guide Purpose ........................................................................................ 14
2. User Guide Overview ........................................................................ 15
2.1. HSRM Lifecycle Process ................................................................................. 15
3. HSRM Users ....................................................................................... 16
4. HSRM Account Request ................................................................... 17
5. HSRM Access .................................................................................... 17
6. HSRM Essentials ............................................................................... 18
6.1. HSRM Frame ................................................................................................... 18
6.2. Patient Banner ................................................................................................. 19
6.3. Breadcrumb Trail/Back Feature ....................................................................... 19
6.4. Mandatory Fields ............................................................................................. 20
6.5. HSRM Icons ..................................................................................................... 20
6.6. Canned Text .................................................................................................... 21
6.7. Calendar Dates ................................................................................................ 22
6.8. Search Rules ................................................................................................... 22
6.9. Save Data ........................................................................................................ 22
6.10. HSRM Keyboard Shortcuts .............................................................................. 23
7. Receive a Referral ............................................................................. 25
8. View Other Health Insurance (OHI) .................................................. 25
9. View Eligibility Form ......................................................................... 26
10. Locate a Referral ............................................................................... 28
10.1. Find Referral by Patient ................................................................................... 28
10.2. Find Referrals .................................................................................................. 30
10.3. Referral List ..................................................................................................... 32
11. Locate a Provider .............................................................................. 33
12. Assign a Referral to a Facility Community Care Staff Member .... 34
13. Generate an Offline Referral Form .................................................. 35
13.1. Generate Multiple Offline Referral Forms ........................................................ 37
13.2. Print an Offline Referral Form .......................................................................... 39
13.2.1. Print an Offline Referral Form in Chrome ................................................. 39
13.2.2. Print an Offline Referral Form in Internet Explorer ................................... 40
13.3. Download an Offline Referral Form.................................................................. 41
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User Guide Version 7.0 ix August 2018
13.3.1. Download an Offline Referral Form in Chrome ........................................ 42
13.3.2. Download an Offline Referral Form in Explorer ....................................... 42
14. Sort a List ........................................................................................... 43
15. Manage Tasks .................................................................................... 45
15.1. View a Task List ............................................................................................... 45
15.2. Add a Task ....................................................................................................... 45
15.2.1. Add a Task from the Referral Details Screen ........................................... 45
15.2.2. Add a Task from the Referral List Screen ................................................ 46
15.3. Complete the Add Task Screen ....................................................................... 47
15.4. Assign a User to a Task ................................................................................... 48
15.5. Complete a Task .............................................................................................. 50
15.6. Automated Tasks ............................................................................................. 50
16. View Referral Details ......................................................................... 51
16.1. View Additional Referral Information ................................................................ 51
17. View SEOC Information .................................................................... 53
17.1. View Additional SEOC Information from the Patient Details Screen ................ 53
17.2. View Additional SEOC Information from the Referral Details Screen .............. 54
18. Add Documents ................................................................................. 55
19. Record Patient Contact .................................................................... 58
20. Assign a Referral to a Community Provider/Facility ...................... 60
21. Accept a Referral ............................................................................... 61
21.1. Reject a Referral .............................................................................................. 62
22. Manage Appointments ...................................................................... 64
22.1. Record an Appointment ................................................................................... 64
22.1.1. Add a Community Provider to an Appointment ........................................ 65
22.2. Record an Appointment from the Component Menu Icon ................................ 66
22.3. Cancel an Appointment .................................................................................... 68
23. Indicate Initial Care Given ................................................................ 69
24. Close a Referral ................................................................................. 71
25. Access an Audit Trail ........................................................................ 72
26. Reports ............................................................................................... 73
26.1. Run a Report ................................................................................................... 73
26.2. Print a Report ................................................................................................... 75
26.2.1. Print a Report in Chrome ......................................................................... 75
26.2.2. Print a Report in Explorer ......................................................................... 76
26.3. Download a Report .......................................................................................... 78
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User Guide Version 7.0 x August 2018
26.3.1. Download a Report in Chrome ................................................................. 78
26.3.2. Download a Report in Explorer ................................................................ 79
27. User Provisioning ............................................................................. 80
27.1. Access User Setup Tools ................................................................................. 80
27.2. Search for Users .............................................................................................. 81
27.3. Add Users ........................................................................................................ 83
27.4. Manage User Access and Security Profiles ..................................................... 84
27.5. Add Logon Locations ....................................................................................... 85
28. Help Desk Support ............................................................................ 86
Appendix A: Acronyms and Abbreviations ........................................... 87
Appendix B: Document Type Definitions .............................................. 88
Table of Figures
Figure 1: Referral Lifecycle Model ................................................................................. 15
Figure 2: HSRM Frame – Open Profile, Menu, and Home Icons .................................. 18
Figure 3: Referral Details Screen – Patient Banner ...................................................... 19
Figure 4: Referral Details Screen – Breadcrumb Trail ................................................... 20
Figure 5: Accept Task/Update Button Grayed Out ........................................................ 20
Figure 6: Referral Processing Information Section – Canned Text ............................... 22
Figure 7: Consult Toolbox – Send to HSRM for Referral ............................................... 25
Figure 8: Action Menu Icon ........................................................................................... 26
Figure 9: Referral Details Screen – Action Menu List .................................................... 26
Figure 10: Other Health Insurance Screen .................................................................... 26
Figure 11: Referral List – Action Menu Icon .................................................................. 27
Figure 12: Referral List – Menu List .............................................................................. 27
Figure 13: Eligibility Form .............................................................................................. 28
Figure 14: Menu Options – Find Referral by Patient ..................................................... 29
Figure 15: Patient Search Screen – Find Button ........................................................... 30
Figure 16: Referral List Screen – Find Referrals ........................................................... 31
Figure 17: Inquiry Selection Screen .............................................................................. 32
Figure 18: Find Provider – Menu List ............................................................................ 33
Figure 19: Provider Search Screen ............................................................................... 34
Figure 20: Main Details Screen ..................................................................................... 34
Figure 21: Referral Details Screen – Assigned User ..................................................... 35
Figure 22: Referral Details Screen – Component Menu Icon ........................................ 36
Figure 23: Referral Details Screen – Offline Referral Form ........................................... 36
Figure 24: Offline Referral Form .................................................................................... 37
Figure 25: Referral List Screen – Multiple Offline Referral Form Checkbox .................. 37
Figure 26: Referral List Screen – Component Menu ..................................................... 38
Figure 27: Referral List Screen – Component Menu ..................................................... 38
Figure 28: Multiple Offline Referral Forms Document ................................................... 39
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Figure 29: Offline Referral Form in Chrome – Print Icon ............................................... 40
Figure 30: Print Screen in Chrome – Print Button ......................................................... 40
Figure 31: Offline Referral Form in Explorer – Print Icon ............................................... 41
Figure 32: Print Screen in Explorer – Print Button ......................................................... 41
Figure 33: Offline Referral Form in Chrome – Download Icon ....................................... 42
Figure 34: Save As Window in Chrome – Save Button ................................................. 42
Figure 35: Offline Referral Form in Explorer .................................................................. 43
Figure 36: Save As Window in Explorer – Save Button ................................................. 43
Figure 37: Referral List Screen – Status ....................................................................... 44
Figure 38: Referral List Screen – Sorting Options ......................................................... 44
Figure 39: Referral List Screen – Task List ................................................................... 45
Figure 40: Patient Banner – Action Menu ...................................................................... 46
Figure 41: Referral Details Screen – Add Task ............................................................. 46
Figure 42: Task Edit Screen – Task Item, Priority, and Status ...................................... 46
Figure 43: Referral List Screen – Action Menu .............................................................. 47
Figure 44: Task Edit Screen – Assign Task .................................................................. 47
Figure 45: Task Edit Screen – Assign Task to User Field and Update Button .............. 48
Figure 46: Referral List Screen – Task List ................................................................... 48
Figure 47: Task List Screen – Task: Add Documentation ............................................. 49
Figure 48: Task Edit Screen – Assign Task and Update Button .................................... 49
Figure 49: Task List Screen – Completed Checkbox .................................................... 50
Figure 50: Referral Details Screen – Processing and Treatment Details ...................... 51
Figure 51: Referral List – Action Menu Icon .................................................................. 52
Figure 52: Referral List – Action Menu List ................................................................... 52
Figure 53: Additional Referral Information Screen ........................................................ 52
Figure 54: Patient Banner – Action Menu ...................................................................... 53
Figure 55: Menu List – Patient Details ........................................................................... 53
Figure 56: Patient Details – SEOC ................................................................................ 54
Figure 57: SEOC List – Preauthorization Details .......................................................... 54
Figure 58: List of SEOC Services .................................................................................. 54
Figure 59: Referral Details Screen – SEOC Details Link ............................................... 55
Figure 60: SEOC Services Screen ................................................................................ 55
Figure 61: Referral Details Screen – Add Documents ................................................... 56
Figure 62: Documents Screen – New Button ................................................................ 57
Figure 63: New Scan Screen – Attach File .................................................................... 58
Figure 64: Documents List Screen – Back to Referral Details ....................................... 58
Figure 65: Patient Referral List – Referral ..................................................................... 59
Figure 66: Referral Details Screen – Action Menu ........................................................ 59
Figure 67: Action Menu – Record Patient Contact ........................................................ 59
Figure 68: Inquiry Contact Screen – Update ................................................................. 60
Figure 69: Referral Details Screen – Network Drop-Down List ..................................... 60
Figure 70: Referral Details Screen – Network Field ...................................................... 61
Figure 71: Referral Details Screen – Community Provider/Facility Field ....................... 61
Figure 72: Referral Details Screen – Accepted Status .................................................. 62
Figure 73: Referral Details Screen – Referral Return Reason ...................................... 63
Figure 74: Referral Details Screen – Rejected Status ................................................... 63
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Figure 75: Referral List – Appointment Edits ................................................................. 64
Figure 76: Record Appointment Screen – Update ......................................................... 65
Figure 77: Record Appointment Screen – Provider Search ........................................... 65
Figure 78: Provider Search Screen – Specialty and Last Name ................................... 66
Figure 79: Record Appointment Screen ........................................................................ 66
Figure 80: Referral Details Screen – Component Icon .................................................. 67
Figure 81: Referral Details Screen – Record Appointment ............................................ 67
Figure 82: Record Appointment Screen – Update ......................................................... 67
Figure 83: Record Appointment Screen – Date ............................................................. 68
Figure 84: Record Appointment Screen – Change Status ............................................. 68
Figure 85: Record Appointment Screen – Update ......................................................... 69
Figure 86: Referral List Screen – Referral Information .................................................. 69
Figure 87: Referral Details Screen – Change Status .................................................... 70
Figure 88: Referral Details Screen – Change Status to Initial Care Given .................... 70
Figure 89: Referral Details Screen – Treatment Information ......................................... 71
Figure 90: Referral Processing Information – Closed Status ......................................... 71
Figure 91: Referral Processing Information Section – Audit Trail .................................. 72
Figure 92: Data Audit Trail Screen – Referral Update ................................................... 73
Figure 93: Data Audit Trail Fields Screen ...................................................................... 73
Figure 94: Referral List – Reports: Referral Wait Times ................................................ 74
Figure 95: Report Parameters Screen – Referral, Specialty, Consultant, and Print
Preview ......................................................................................................................... 74
Figure 96: Wait List Times Report ................................................................................. 75
Figure 97: Report in Chrome – Print Icon ...................................................................... 76
Figure 98: Print Screen in Chrome – Print Button ......................................................... 76
Figure 99: Report in Explorer – Print Icon ..................................................................... 77
Figure 100: Print Screen in Explorer – Print Button ....................................................... 77
Figure 101: Report in Chrome – Download Icon ........................................................... 78
Figure 102: Save As Window in Chrome – Save Button ............................................... 79
Figure 103: Report in Explorer – Save As Icon ............................................................. 79
Figure 104: Save As Window in Explorer – Save Button ............................................... 80
Figure 105: Menu List – User Setup .............................................................................. 81
Figure 106: User Setup Screen ..................................................................................... 81
Figure 107: User Setup Screen – Code and Description ............................................... 82
Figure 108: User Setup Screen – Results List .............................................................. 82
Figure 109: User Setup Screen – Logon Details ........................................................... 83
Figure 110: User Setup Screen – New Button .............................................................. 83
Figure 111: Logon Details Screen – Apply Button ......................................................... 84
Figure 112: Logon Details Screen – User Access and Security Profile ......................... 84
Figure 113: Logon Details – Security Group Field, Access Profile Field, and Apply
Button ............................................................................................................................ 85
Figure 114: Logon Details Screen – Allow Change of Location at Logon ...................... 85
Figure 115: Logon Details – Logon Locations ............................................................... 86
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Table of Tables
Table 1: Referral Lifecycle Steps .................................................................................. 15
Table 2: User Roles....................................................................................................... 17
Table 3: Windows Operating System (OS) Shortcut Keys ............................................ 23
Table 4: Mac OS Shortcut Keys .................................................................................... 24
Table 5: Acronyms and Abbreviations ........................................................................... 87
Table 6: Document Type Definitions ............................................................................. 88
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User Guide Version 7.0 14 August 2018
1. Introduction
1.1. Project and Solution Overview
HealthShare Referral Manager (HSRM) is an enterprise-wide system in support of
community care used by facility community care staff to generate referrals and
authorizations for Veterans receiving care in the community. Clinical and Department of
Veterans Affairs (VA) community care staff located at VA medical centers, outpatient
clinics, community-based outpatient clinics, and Veterans Integrated Service Network
offices use this solution to enhance Veteran access to care. HSRM is an integral
component of the community care information technology architecture that allows
Veterans to receive care from community providers.
HSRM allows VA to transition from what is currently a largely manual process to a more
streamlined process that generates standardized referrals and authorizations according
to clinical and business rules. HSRM supports clinical and administrative processes
expected to:
• Seamlessly provide eligible Veterans with prompt referrals to a community
provider of their choice
• Provide community providers with referrals and authorizations consistent with
industry standards
• Decrease the administrative burden on VA clinical and facility community care
staff members by establishing clinical and business pathways that reflect best
practices, consistent outcomes, and reduced turnaround times, along with a
solution that automates those pathways
• Facilitate communication between facility community care staff and community
providers via a unified platform that enables the secure exchange of medical
information
1.2. HSRM Benefits
HSRM supports clinical and administrative community care referral and authorization
processes, yielding the following benefits:
• Facilitation of the complex business of VA referral management for facility
community care staff by leveraging automated business rules and workflows
• Increased Veteran access to care by reducing turnaround times for appointments
• Consolidation and streamlining of systems to apply the same user-friendly
interface across VA
1.3. User Guide Purpose
This User Guide is a detailed, step-by-step reference for HSRM end users to:
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• Understand the overall HSRM scope, benefits, and purpose
• Become oriented to HSRM processes and roles
• Gain role-based instruction on HSRM functionality
This user guide is updated incrementally as HSRM builds are released.
2. User Guide Overview
2.1. HSRM Lifecycle Process
A community care referral’s lifecycle in HSRM begins from the time it is received in
HSRM and continues until the episode of care is complete and the referral is closed.
Figure 1 illustrates this process.
Figure 1: Referral Lifecycle Model
Table 1 provides a description of each step of the referral lifecycle process in HSRM.
(For detailed descriptions, click the blue hyperlinks found throughout the user guide.)
Table 1: Referral Lifecycle Steps
#
Title Responsible
Party Description Status
1
Receive a
Referral System HSRM receives the referral from
the Computerized Patient Record
System (CPRS).
Approved
(System
Status)
2
Assign Referral
to a Community
Provider/
Facility
Facility
Community
Care Staff
Member
The referral is reviewed and
assigned to a community
provider/facility by a facility
community care staff member.
Sent
(Automatic
Change)
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#
Title Responsible
Party Description Status
3
Accept a
Referral
Reject a
Referral
Community
Provider/
Facility
Community
Care Staff
Member
A community provider staff
member at the community
provider/facility or the facility
community care staff member
accepts or rejects the referral.
Note: If the referral is
rejected, it is sent back to VA
to be reassigned.
Accepted or
Rejected
(Manual
Change)
4
Record an
Appointment Community
Provider/
Facility
Community
Care Staff
Member
The community provider/facility
schedules the Veteran's
appointment in an external
system, and the community
provider/facility or the facility
community care staff member
records the appointment in
HSRM.
First
Appointment
Made
(Automatic
Change)
5
Follow Up on
Appointment Community
Provider/
Facility
Community
Care Staff
Member
Once the first appointment is
completed, the community
provider/facility or the facility
community care staff member
enters information regarding the
appointment, including treatment
notes and uploads medical
documentation in HSRM.
Initial Care
Given
(Manual
Change)
6
Medical
Documentation
Received
Facility
Community
Care Staff
Member
After the Veteran has received all
documented care and all medical
documentation has been
received, the facility community
care staff reviews all medical
documentation to ensure that the
episode of care is completed,
and all documentation was
received.
Closed
(Manual
Change)
3. HSRM Users
VA staff and community providers use HSRM to manage the community care referral
process. Table 2 outlines the key functions each type of user performs in the HSRM
lifecycle.
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Table 2: User Roles
HSRM User Role Tasks
Facility Community Care Staff Manage referrals for their VA facility
Facility Clinical and Administrative
Staff Members and Managers Manage referrals for their VA facility
Customer Service Staff Members (Help
Desk) Provide technical support to HSRM users
Appeals Staff Members Manage appeals
Claims Examiners Examine and review claims
Audit Staff Members Audit reports and collect data on various
metrics
Financial Staff Members Provide financial data on various metrics
Community Care Network Contractors Manage referrals for their assigned network
Facility Revenue Technicians Manage referral workflow and referrals
requiring precertification
Facility Revenue Managers Run reports on various metrics
Revenue Utilization Review (RUR)
Nurses Provide financial reports on utilization
RUR Managers Manage RUR staff
Local VA Leadership Run reports on various metrics
Pharmacy Staff Members View referrals
4. HSRM Account Request
The HSRM Help Desk grants users access to HSRM. Users are assigned to a security
group based on their role in the system. Each security group has different rights and
privileges. A designee at each site sets up additional accounts and allocates additional
access based on user roles and privileges. Community providers request access
through ID.me. This information will be provided to community providers during
implementation.
5. HSRM Access
Users can access HSRM through a single sign-on process.
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6. HSRM Essentials
This section describes the general HSRM functionality that is essential to navigating
and utilizing HSRM.
6.1. HSRM Frame
The HSRM frame, shown in Figure 2, contains options available to users on any screen
in HSRM.
Figure 2: HSRM Frame – Open Profile, Menu, and Home Icons
• Open Profile Panel icon
The Open Profile Panel icon allows users to view user profile information such as User
Name, Security Group, and Location. The Lock icon and Logout button are within the
Role Menu.
• Lock icon
The Lock icon allows users to save their location in HSRM for their next login.
• Logout button
The Logout button allows users to log out of HSRM. HSRM automatically logs users
out of the system after 120 minutes of inactivity.
• Menu icon
The Menu icon allows users to find referrals, to find referrals by patient, to view a
referral or task list, and more. Clicking the Menu icon populates a drop-down list with a
list of the available options. Menu options are based on user security rights.
• Home icon
The Home icon allows users to quickly navigate back to the home page from any
screen in HSRM. Click the Home icon to go back to the home page. The home page for
all users is the Referral List page.
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6.2. Patient Banner
The Patient Banner helps users remain aware of Veteran demographics while working
in HSRM. Located at the top of various screens in HSRM, the Patient Banner displays
patient details such as name, date of birth, age, gender, address, and phone number. It
also has an Action Menu that allows users to add a task, view additional patient details
and referral information, and perform other functions.
Figure 3: Referral Details Screen – Patient Banner
6.3. Breadcrumb Trail/Back Feature
The Breadcrumb Trail illustrates a user’s path through HSRM and is used to navigate
back to a previously accessed screen. The highlighted text on the Breadcrumb Trail
drop-down list indicates the current screen displayed. Click an option within the drop-
down list to return to the selected screen.
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Figure 4: Referral Details Screen – Breadcrumb Trail
6.4. Mandatory Fields
Mandatory fields must be completed before any information on the screen can be
saved. Mandatory fields are denoted by a red asterisk (*) and bold text. Some buttons
and links remain inactive (grayed out) until all mandatory fields are complete.
Figure 5: Accept Task/Update Button Grayed Out
6.5. HSRM Icons
This section describes all HSRM icons.
• Action Menu
The Action Menu icon on the Patient Banner and on the referral row allows users to
view the Action Menu options. Click the Action Menu icon to view more screens with
information related to the referral or Veteran.
• Ascending
The Ascending icon allows users to sort columns in ascending order. Click the
Ascending icon in the Sort menu to sort data in any list.
• Calendar
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The Calendar icon allows users to select a date in fields requiring a date. Click the
Calendar icon to select a date.
• Canned Text
The Canned Text icon allows users to insert prewritten text. To populate a field with
canned text, click the Canned Text icon in any free text field.
• Component Menu
The Component Menu icon on the Referral Details screen allows users to view
additional Component Menu options. Click the Component Menu icon to print an
Offline Referral Form.
• Descending
The Descending icon allows users to sort columns in descending order. Click the
Descending icon in the Sort menu to sort data in any list.
• Download
The Download icon allows users to download a report in Portable Document Format
(PDF) to the computer. Click the Download icon to download the report as a PDF.
• Record Appointment
The Record Appointment icon allows users to open the Record Appointment screen.
Click the Record Appointment icon to view the Record Appointment screen.
• Magnifying Glass
The Magnifying Glass icon allows users to view a list of available options for a specific
field. Click the Magnifying Glass icon to view the list for a specific field.
• or Print Preview
The Print Preview icons allow users to open a PDF file of a report based on the
specified criteria. Click a Print Preview icon to open the PDF file of the report.
• Save As
The Save As icon allows users to save a report to the computer as a PDF file. Click the
Save As icon to save the report.
6.6. Canned Text
Canned Text automatically populates text fields with predefined text string items.
Canned Text functionally is available for most multi-lined text fields. Clicking the
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Canned Text icon will display existing items in the canned text library. The following
Canned Text shortcuts are available:
• Press the F8 key on a Windows or Mac keyboard to perform a lookup.
• Type a backslash character (\) and the full or partial code of the canned text to
insert the canned text.
Figure 6: Referral Processing Information Section – Canned Text
6.7. Calendar Dates
Date fields can be entered using the Calendar icon or by manually entering dates.
HSRM provides the following shortcuts for manual date entry:
• T for today
• N for now
• 091516 for 15th of September 2016
• 18 for 18th of this month
• T+n for tomorrow, T-n for yesterday
• T+2 for day after tomorrow (T+7 is next week, T+14 is in 2 weeks’ time)
• T-1 for 2 days ago, T-7 is last week, T-14 is 2 weeks ago
• 3m for three months from now, 3y for three years from now
6.8. Search Rules
The following rules are used in HSRM when searching for data:
• When values are entered for more than one search field, HSRM looks for records
that match all fields. There is no “or” search available.
• The search is case-insensitive (e.g., there is no difference between Smith, smith,
and SMITH).
• The search looks for names matching, or starting with, the value entered (e.g.,
entering Smith will return Smithson, but not Nesmith).
6.9. Save Data
Use the following save methods to save data in HSRM:
• Apply button: Saves data within fields and remains on the current screen
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• Update button: Saves data within fields and returns to the previous screen
6.10. HSRM Keyboard Shortcuts
HSRM has a number of keyboard shortcuts for Windows and Mac. The most common
shortcuts are listed in Table 3 and Table 4.
Table 3: Windows Operating System (OS) Shortcut Keys
Shortcut Keys Elements
Alt + 1 Main Menu
Alt + 2 Home
Alt + 3 Tools
Alt + 6 User Details
Alt + M => (component menu #) Component Menu
Alt + Page Up/ Down Navigation of List Pages
Alt + B Back on Breadcrumbs
Alt + R Sort Menu
Alt + L Lists
Alt + L => 1 When Visible: List Column Header
Alt + L => 1 => (1-9, A-Z) When Visible: Select All, Sort Columns, Column
Header Links/Icons
Alt + L => (1-9, A-Z) List Rows
Alt + L => (1-9, A-Z) => (1-9, A-Z) Links, Nested Toggles, Icons, and Action Menu
Alt + Down Arrow Section Headers/Chart Item Headers
Alt + S Select Mode Toggle
Alt + S => L => (1-9, A-Z) Row Select Checkbox
Alt + U Update (when Update button is available
onscreen)
Alt + F Find (when Find button is available onscreen)
Alt + N New (when New button is available onscreen)
Alt + A Apply (when Apply button is available onscreen)
Up/Down Arrows when in List
Row Navigation of List
Page Up/Down when in List Row Navigation of List Pages
Up/Down Arrows when in Lookup Navigation of Lookup
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Shortcut Keys Elements
Page Up/Down when in Lookup Navigation of Lookup Pages
Tab Navigate Forward for Fields
Shift + Tab Navigate Backward for Fields
Spacebar or Enter Use to Tick or Untick a Checkbox when in that
Field
Table 4: Mac OS Shortcut Keys
Shortcut Keys Elements
Alt + 1 Main Menu
Alt + 2 Home
Alt + 3 Tools
Alt + 6 User Details
Alt + M => (component menu #) Component Menu
Alt + (Fn + Arrow Up/Down) Navigation of List Pages
Alt + B Back on Breadcrumbs
Alt + R Sort Menu
Alt + L Lists
Alt + L => 1 When Visible: List Column Header
Alt + L => 1 => (1-9, A-Z) When Visible: Select All, Sort Columns, Column
Header Links/Icons
Alt + L => (1-9, A-Z) List Rows
Alt + L => (1-9, A-Z) => (1-9, A-Z) Links, Nested Toggles, Icons, and Action Menu
Alt + Down Arrow Section Headers/Chart Item Headers
Alt + S Select Mode Toggle
Alt + S => L => (1-9, A-Z) Row Select Checkbox
Alt + U Update (when Update button is available
onscreen)
Alt + F Find (when Find button is available onscreen)
Alt + N New (when New button is available onscreen)
Alt + A Apply (when Apply button is available onscreen)
Up/Down Arrows when in List
Row Navigation of List
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Shortcut Keys Elements
Fn + Arrow Up/Down when in List
Row Navigation of List Pages
Up/Down Arrows when in lookup Navigation of Lookup
Fn + Arrow Up/Down when in
lookup Navigation of Lookup Pages
Tab Navigate Forward for Fields
Shift + Tab Navigate Backward for Fields
Spacebar or Enter Use to Tick or Untick a Checkbox when in that
Field
7. Receive a Referral
The consult is initiated in CPRS and authorized in Consult Toolbox. It is sent to HSRM
as a referral in the Approved status once the Send to HSRM for Referral box has been
checked. This is the only way a referral can enter HSRM.
Figure 7: Consult Toolbox – Send to HSRM for Referral
8. View Other Health Insurance (OHI)
The Other Heath Insurance screen displays insurance information for a Veteran.
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To view the Other Health Insurance screen:
1. Locate the referral and navigate to the Referral Details.
2. Click the Action Menu icon at the top right of the Patient Banner to access the
Action Menu drop-down list.
Figure 8: Action Menu Icon
Figure 9: Referral Details Screen – Action Menu List
3. Select Other Health Insurance from the drop-down menu. The Other Health
Insurance screen appears.
Figure 10: Other Health Insurance Screen
9. View Eligibility Form
The Eligibility Form screen displays Veteran enrollment and eligibility data from the
Eligibility System, which confirms that the Veteran is currently enrolled in the VA and
provides other details, including their service-connected conditions. The Eligibility
Form is a read-only form.
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To view the Eligibility Form screen:
1. Navigate to the Referral List.
2. Click the Action Menu icon to the right of the referral to view the Action Menu
drop-down list.
Figure 11: Referral List – Action Menu Icon
Figure 12: Referral List – Menu List
3. Select Eligibility from the drop-down menu and the Eligibility Form screen
appears.
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Figure 13: Eligibility Form
10. Locate a Referral
Most workflows in HSRM start with locating a referral. A referral can be located using
the following methods:
• Find Referral by Patient (not available to community providers)
• Find Referrals (not available to community providers)
• Referral List
10.1. Find Referral by Patient
Locating a referral using the Find Referral by Patient option allows users to locate a
referral using personally identifiable information. To locate a referral using the Find
Referral by Patient method:
1. Click the Menu icon at the top left of any screen to view the menu options
available.
Note: Menu options are based on user security rights.
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Figure 14: Menu Options – Find Referral by Patient
2. Select Find Referral by Patient from the drop-down options to navigate to the
Patient Search screen.
3. Enter search criteria in any field on the Patient Search screen.
Notes:
• When values are entered for more than one field, HSRM looks for records
that match all fields. There is no “or” search available.
• The search is case-insensitive (e.g., there is no difference between Smith,
smith, and SMITH).
• The search looks for names matching, or starting with, the value entered
(e.g., entering Smith will return Smithson, but not Nesmith).
4. Click the Find button at the bottom right of the screen to view the list of Veterans
who match the search. The resulting Referral List screen lists referrals that
match the search criteria.
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Figure 15: Patient Search Screen – Find Button
5. Locate the Veteran by sorting the list if multiple Veterans are listed (e.g., Last
Name, First Name).
6. Click the row of the patient to view the Veteran’s referral list.
7. Click the row of the referral to view the referral details.
Note: The information within the Priority, Status, and Appointment columns
are hyperlinks. These columns do not navigate to the Referral Details screen.
• Click the Priority hyperlink to view historical changes to the priority of the
referral.
• Click the Status hyperlink to view historical changes to the status of the
referral.
• Click the Appointment hyperlinks to record and edit appointments.
10.2. Find Referrals
Locating a referral using the Find Referrals option allows users to search for a referral
using multiple criteria related to the referral details. To locate a referral using the Find
Referrals method:
1. Click the Menu icon at the top left of any screen to view the menu options
available.
Note: Menu options are based on user security rights.
2. Select Find Referrals from the drop-down options to navigate to the Inquiry
Selection screen.
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Figure 16: Referral List Screen – Find Referrals
3. Enter information in any field within the Inquiry Selection screen.
Note: It is possible to select multiple community care providers/facilities and
statuses to perform the search. To remove a selection, click the X next to the
item.
4. Click the Find button at the bottom right of the screen. The resulting Referral
List screen lists referrals that match the search criteria.
Notes:
• When values are entered for more than one field, HSRM looks for records
that match all fields. There is no “or” search available.
• The search is case-insensitive (e.g., there is no difference between Smith,
smith, and SMITH).
• The search looks for numbers matching, or starting with, the value entered
(e.g., entering 325 will return 325-000, but not 000-325).
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Figure 17: Inquiry Selection Screen
5. Locate the referral by sorting the list if multiple Veterans are listed (e.g., Last
Name, First Name).
6. Click the row of the patient to view the Veteran’s referral list.
7. Click the row of the referral to view the Referral Details screen.
Note: The information within the Priority, Status, and Appointment columns
are hyperlinks. These hyperlinks do not navigate to the Referral Details
screen.
• Click the Priority hyperlink to view historical changes to the priority of the
referral.
• Click the Status hyperlink to view historical changes to the status of the
referral.
• Click the Appointment hyperlinks to record and edit appointments.
10.3. Referral List
The Referral List option allows users to find a referral by providing a list of referrals
specific to their facility; this is considered a work queue. The Referral List is the home
screen for most users. To locate a referral using the Referral List method:
1. Click the Menu icon in the top left of any screen to view the menu options
available.
Note: Menu options are based on user security rights.
2. Select Referral List from the drop-down options to navigate to the Referral List
screen.
3. Locate the referral by sorting the list (e.g., Last Name, First Name).
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4. Click the row of the referral to view the Referral Details screen.
Note: The information within the Priority, Status, and Appointment columns
are hyperlinks. These columns do not navigate to the Referral Details screen.
• Click the Priority hyperlink to view historical changes to the priority of the
referral.
• Click the Status hyperlink to view historical changes to the status of the
referral.
• Click the Appointment hyperlinks to record and edit appointments.
11. Locate a Provider
A user can locate a provider in HSRM using the Find Provider option in the menu or by
using the link on the Referral Details screen or Record Appointment screen. To
locate a provider:
1. Click the Menu icon at the top left of any screen to view the menu options
available.
2. Select Find Provider from the drop-down options to navigate to the Find
Provider screen.
Figure 18: Find Provider – Menu List
3. Enter search criteria in any field on the Find Provider screen.
4. Click the Find button at the bottom right of the screen to view a list of providers
that match the search.
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Figure 19: Provider Search Screen
5. Click the row with the provider to view the Main Details screen.
Figure 20: Main Details Screen
12. Assign a Referral to a Facility Community Care
Staff Member
In HSRM, a referral can be assigned to a facility community care staff member at a VA
facility. Each VA facility can determine how they want to use this feature by self-
assigning or by having a supervisor or designee assign a referral to staff. This is
optional and is visible only to VA users, not to community providers. To assign a referral
to a facility community care staff member:
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1. Locate the referral.
2. Navigate to the Referral Processing Information section and click the
Magnifying Glass icon to select a user.
3. Click the Update button at the bottom right of the screen to save changes.
Figure 21: Referral Details Screen – Assigned User
13. Generate an Offline Referral Form
The Offline Referral Form pulls referral details, additional referral information, patient
details, and Standardized Episode of Care (SEOC) details into one form that can be
printed. This form is used to send a referral to a community provider who, for one
reason or another, is not using HSRM. All Offline Referral Forms must be sent as
secure, encrypted files.
To generate an Offline Referral Form:
1. Locate the referral and navigate to the Referral Details screen.
2. Click the Component Menu icon, displayed as the vertical three-dot ellipsis on
the right side of the Referral Details header, below the Patient Banner.
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Figure 22: Referral Details Screen – Component Menu Icon
3. Click the down arrow to expand the print section and select Offline Referral
Form. The Offline Referral Form appears in a new browser tab.
Figure 23: Referral Details Screen – Offline Referral Form
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Figure 24: Offline Referral Form
13.1. Generate Multiple Offline Referral Forms
Users can also compile multiple referrals into one offline referral form from any referral
list (e.g., a facility’s list or a Veteran’s individual referral list).
1. Navigate to the Referral List Screen or an individual Veteran’s Referral List.
Figure 25: Referral List Screen – Multiple Offline Referral Form Checkbox
2. Click the Toggle Multiple Selection checkbox (at the top right) to enable the
option to select multiple referrals.
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Figure 26: Referral List Screen – Component Menu
3. Click the checkboxes next to the referrals for which you want to generate offline
referral forms, then click the Component Menu icon .
Note: The compiled offline referral forms will contain a cover page.
Figure 27: Referral List Screen – Component Menu
4. Click the down arrow to expand the print section and select Selected Offline
Referral Forms. The referrals appear as one document in a new browser tab.
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Figure 28: Multiple Offline Referral Forms Document
13.2. Print an Offline Referral Form
The Offline Referral Form (or multiple offline referral forms) can be printed. This
section provides instructions for printing in Google Chrome and Internet Explorer Web
browsers.
13.2.1. Print an Offline Referral Form in Chrome
1. Navigate to the Offline Referral Form.
2. Click the Print icon in the top right of the Offline Referral Form. The Print
window appears.
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Figure 29: Offline Referral Form in Chrome – Print Icon
3. Select print preferences from the print options listed.
4. Click the Print button.
Figure 30: Print Screen in Chrome – Print Button
13.2.2. Print an Offline Referral Form in Internet Explorer
1. Navigate to the Offline Referral Form.
2. Click the Print File icon on the bottom of the Offline Referral Form. The Print
window appears.
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Figure 31: Offline Referral Form in Explorer – Print Icon
3. Select print preferences from the print options listed.
4. Click the Print button.
Figure 32: Print Screen in Explorer – Print Button
13.3. Download an Offline Referral Form
The Offline Referral Form can be downloaded and saved to your computer. This
section provides instructions for downloading in Google Chrome and Internet Explorer
Web browsers.
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13.3.1. Download an Offline Referral Form in Chrome
1. Click the Download icon in the top right of the Offline Referral Form. The Save
As window appears.
Figure 33: Offline Referral Form in Chrome – Download Icon
2. Input a file name and click the Save button.
Figure 34: Save As Window in Chrome – Save Button
13.3.2. Download an Offline Referral Form in Explorer
1. Click the Save a Copy icon on the bottom of the Offline Referral Form. The
Save As window appears.
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Figure 35: Offline Referral Form in Explorer
2. Input a file name and click the Save button.
Figure 36: Save As Window in Explorer – Save Button
14. Sort a List
Sorting a list allows users to view the information in any column in ascending or
descending order. All lists in HSRM can be sorted by the column heading or by the
advanced sort function.
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To sort the information by column heading: Click the column heading associated
with each column to sort the data in ascending or descending order.
To conduct an advanced sort:
1. Click the blue hyperlink in the top right of the screen to sort by preferred column
heading.
Figure 37: Referral List Screen – Status
2. Click the Ascending or Descending icons to select a primary sort category. Add
a secondary sort category by clicking the preferred column heading.
Figure 38: Referral List Screen – Sorting Options
Note: If an HSRM user selects Requesting Facility (ascending) as the primary
sorting criterion and Patient Last Name (descending) as the secondary sorting
criterion, the referral list displays each requesting facility in order of A through
Z. If the requesting facility is the same, patients display in order of their last
name from Z through A.
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15. Manage Tasks
A task represents a discrete piece of work that needs to be done for a particular patient.
A task in HSRM can be created automatically from a workflow or manually by any user.
15.1. View a Task List
A Task List is assigned to a user or group of users of HSRM. To view the Task List:
1. Click the Menu icon in the top left of any screen to view the menu options
available.
2. Select Task List from the drop-down options to navigate to the Task List screen.
Figure 39: Referral List Screen – Task List
15.2. Add a Task
HSRM allows users to assign a task to themselves, another user, or a group of users.
Tasks can be added to a Task List from the Referral List screen or the Referral
Details screen.
15.2.1. Add a Task from the Referral Details Screen
1. Locate the referral and navigate to the Referral Details screen.
2. Click the Action Menu icon in the top right of the Patient Banner to access the
Action Menu drop-down list.
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Figure 40: Patient Banner – Action Menu
3. Select Add Task from the drop-down menu. The Task Edit screen appears.
Figure 41: Referral Details Screen – Add Task
4. Complete the Task Edit screen.
Figure 42: Task Edit Screen – Task Item, Priority, and Status
15.2.2. Add a Task from the Referral List Screen
1. Locate the referral and navigate to the Referral List screen.
2. Click the Action Menu icon to the right of the of the referral row.
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Figure 43: Referral List Screen – Action Menu
3. Select Add Task from the drop-down menu. The Task Edit screen appears.
4. Complete the Add Task screen.
15.3. Complete the Add Task Screen
To add a task to a user’s Task List, complete the Add Task screen:
1. Navigate to the Add Task screen.
Note: Task Priority, Status, Start Date, and Time are mandatory fields and
auto-populate. These fields can be edited. Mandatory fields are noted by the
red asterisk.
2. Click the Magnifying Glass icon within each field to view and select available
options.
Figure 44: Task Edit Screen – Assign Task
3. Click the Update button at the bottom right of the screen to save the task.
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Figure 45: Task Edit Screen – Assign Task to User Field and Update Button
15.4. Assign a User to a Task
A task can be assigned to a user upon creation, or a user can be assigned to a task via
the following method:
1. Navigate to the Task List.
Figure 46: Referral List Screen – Task List
2. Open the unassigned task from the Task List by clicking the green text title in
the Task column to navigate to the Task Edit screen.
Note: Information within the Priority, Status, and Appointment columns are
hyperlinks.
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Figure 47: Task List Screen – Task: Add Documentation
3. Click the Magnifying Glass icon and select a user from the list to assign the task
to a user.
Note: When assigning a task to another user, the priority level indicates
urgency of the task to the other user. Priority level can be used in lieu of email
alerts.
4. Click the Update button at the bottom right of the screen to save the task
assignment.
Figure 48: Task Edit Screen – Assign Task and Update Button
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15.5. Complete a Task
Users should manually mark tasks as complete when finished. To mark a task
complete:
1. Navigate to the Task List.
2. Check the box within the Completed column of the corresponding task.
Figure 49: Task List Screen – Completed Checkbox
15.6. Automated Tasks
HSRM creates automatic tasks based on triggers. Currently, there are six automatic
tasks, which are as follows:
• When documents are uploaded to HSRM with the type Medical Documentation,
an automated task is created on the facility community care staff member’s task
list to Review Medical Documents from VA.
• If medical documentation has not been received from a community provider
within 25 days of the status being changed to Initial Care Given or within 25 days
of the earliest appointment, an automated task is created on the facility
community care staff member’s task list.
• When a referral has a SEOC that requires precertification (meaning that the
eligibility questionnaire is populated with other health insurance data and the
referral is in the status of Sent or First Appointment made), an automated task is
created on the Facility Revenue Group’s task list.
• Seven days after a referral status is changed to Initial Care Given, the automated
task Submit Medical Documentation is added to the community provider’s task
list.
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• When a referral is returned from a provider, an automated task appears to alert
the VA staff member.
• When a Secondary Authorization Request (SAR) has been attached to a referral,
the automated task SAR Review appears on the facility community care staff
member’s task list.
16. View Referral Details
The Referral Details screen provides specific information about the Veteran’s referral
outlined in various sections, including Referral Processing Information, Treating
Facility Information, and Treatment Information. Section visibility is based on user
security rights.
Figure 50: Referral Details Screen – Processing and Treatment Details
16.1. View Additional Referral Information
Users can view additional information about a referral on the Additional Referral
Information screen. This screen displays:
• Patient Contacts
• Appointments
• Documents
• Referral Notes
To view additional referral information:
1. Locate the referral.
2. Select the referral from the Referral List.
3. Select the Action Menu icon to the right of the corresponding referral row.
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Figure 51: Referral List – Action Menu Icon
4. Select Additional Referral Information from the drop-down menu. The
Additional Referral Information screen appears.
Figure 52: Referral List – Action Menu List
Figure 53: Additional Referral Information Screen
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17. View SEOC Information
A SEOC (commonly known as a bundle of services) consists of all clinically related
services for one patient for a discrete diagnostic condition within a specific period of
time across a continuum of care. It includes all physician, inpatient, and outpatient care
as well as labs and diagnostics. For example, a patient who needs a hip replacement
might need initial outpatient evaluation and treatment, joint replacement, diagnostic
images/laboratories/studies, steroid injections, and physical therapy. Authorization for
these services is covered as part of the SEOC. Within HSRM you can view a list of
services associated with the SEOC. Think of this as your procedural overview of
services.
There are two ways to view SEOC information. To view all SEOCs related to the
referral, use the Patient Details screen. To view SEOCs related to the referral currently
being viewed, use the Referral Details screen.
17.1. View Additional SEOC Information from the Patient
Details Screen
To view all SEOCs related to the referral, use the Patient Details screen. To see
additional SEOC information from the Patient Details screen:
1. Locate the referral and navigate to the Referral Details.
2. Click the Action Menu icon in the top right of the Patient Banner to access the
Action Menu drop-down list.
Figure 54: Patient Banner – Action Menu
3. Select Patient Details from the drop-down menu. The Patient Details screen
appears.
Figure 55: Menu List – Patient Details
4. Click the SEOC link to view the SEOC list.
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Figure 56: Patient Details – SEOC
5. Click the SEOC Preauthorization Details icon to view additional SEOC
information. The List of SEOC Services screen appears.
Figure 57: SEOC List – Preauthorization Details
Figure 58: List of SEOC Services
17.2. View Additional SEOC Information from the Referral
Details Screen
To view SEOCs related to the referral currently being viewed, use the Referral Details
screen. To see additional SEOC information from the Referral Details screen:
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1. Locate the referral and navigate to the Referral Details screen.
2. Click the SEOC Details link in the Services Requested section to view the
SEOC list.
Figure 59: Referral Details Screen – SEOC Details Link
3. The List of SEOC Services screen appears.
Figure 60: SEOC Services Screen
18. Add Documents
HSRM provides the capability to upload and share documents between VA and the
community care provider/facility. There are two different links to upload documents in
HSRM. Access to each link is based on the user’s role. Facility community care staff
can access the link to add documents to a referral in the Referral Details section of the
Referral Details screen. Community providers can access the link to add documents to
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a referral in the Treatment Information section of the Referral Details screen. To
upload and share documents:
1. Locate the referral.
2. Click the Add Documents to Referral link to open the Documents screen.
Facility community care staff can locate the link in the Referral Details section;
community providers can locate the link in the Treatment Information section on
the Referral Details screen.
Figure 61: Referral Details Screen – Add Documents
3. Click the New button at the bottom of the Documents screen. The New Scan
screen appears.
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Figure 62: Documents Screen – New Button
4. Enter data in the corresponding fields on the New Scan screen.
Note: The Date Created and Time Created fields are filled in automatically and
are read-only.
5. Click the Upload button to locate and attach the file.
Note: It is possible to upload multiple documents by repeating this process one
at a time. Multiple documents cannot be added simultaneously.
6. Select the file from the computer’s hard drive.
Note: HSRM accepts multiple file types, including JPG, BMP, PNG, Microsoft
Office, and PDF. JPG and PDF files display in the preview section.
7. Click the Update button at the bottom right of the screen to save.
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Figure 63: New Scan Screen – Attach File
8. Select Referral Details from the Breadcrumb Trail drop-down list at the top left
of the screen to go back to the Referral Details screen, or continue to add
documents in the same manner.
Figure 64: Documents List Screen – Back to Referral Details
19. Record Patient Contact
HSRM enables users to record contact with a patient regarding the referral. Anyone with
access to the referral can view this information. To record contact with a patient:
1. Locate the referral.
2. Select the referral from the Referral List.
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Figure 65: Patient Referral List – Referral
3. Select the Action Menu icon to the right of the corresponding referral row.
Figure 66: Referral Details Screen – Action Menu
4. Select Record Patient Contact from the drop-down menu. The Inquiry Contact
screen appears.
Figure 67: Action Menu – Record Patient Contact
5. Enter the patient contact information.
6. Click the Update button at the bottom right of the screen to save changes.
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Figure 68: Inquiry Contact Screen – Update
20. Assign a Referral to a Community Provider/Facility
A referral with the Approved status can be assigned to a community provider/facility.
After the referral is assigned, the status will automatically change to Sent, and the
Ordering Officer will populate the appropriate field with the name of the user who
assigned the referral. To assign a referral to a community provider/facility:
1. Locate the referral.
2. Navigate to the Community Provider/Facility Information section on the
Referral Details screen. Click the Magnifying Glass icon and select a network
from the list. This filters down the community provider/facility list (optional).
Note: The Network field defaults to Not Allocated.
Figure 69: Referral Details Screen – Network Drop-Down List
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3. Navigate to the Community Provider/Facility Information section on the
Referral Details screen. Click the Magnifying Glass icon and select a
community care provider/facility and/or a provider from the list.
Note: Users can select a community provider/facility and a provider.
Figure 70: Referral Details Screen – Network Field
4. Click the Update button at the bottom right of the screen to save changes.
Figure 71: Referral Details Screen – Community Provider/Facility Field
21. Accept a Referral
After the referral is assigned to a community provider/facility, that community
provider/facility can accept the referral.
1. Locate the referral.
2. Navigate to the Referral Processing Information section and click the
Magnifying Glass icon to change the status to Accepted.
Note: If a referral is rejected, it is returned to facility community care staff to be
assigned to another community provider/facility or to add information or
documents and send back to the same community provider/facility.
3. Click the Update button at the bottom right of the screen to save changes.
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Figure 72: Referral Details Screen – Accepted Status
21.1. Reject a Referral
After the referral is assigned to a community provider/facility, that community
provider/facility can reject the referral. When a community provider/facility rejects a
referral, a referral return reason must be entered, as the field becomes mandatory.
1. Locate the referral.
2. Navigate to the Referral Processing Information section and click the
Magnifying Glass icon to change the status to Rejected. When the status of
Rejected is chosen, the Referral Return Reason field becomes mandatory.
3. Click the Magnifying Glass icon and select a Referral Return Reason.
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Figure 73: Referral Details Screen – Referral Return Reason
4. Click the Update button at the bottom right of the screen to save changes.
Note: If a referral is rejected, it is returned to facility community care staff to be
assigned to another community provider/facility or to add information or
documents and send back to the same community provider/facility. To send to
the same or another community provider, the facility community care staff
member will select a community provider, manually change status to Sent, and
save the referral. This will send the referral back to the community provider or
to a new community provider.
Figure 74: Referral Details Screen – Rejected Status
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22. Manage Appointments
Once the Veteran’s referral is accepted by the community provider/facility, an initial
appointment can be recorded in HSRM. Once the first appointment is recorded, the
status of the referral will automatically change to First Appointment Made. This status
change only occurs after the first appointment is recorded.
Note: Remember that the appointment is recorded in HSRM, but it is booked in
the community provider/facility’s external scheduling system.
22.1. Record an Appointment
1. Locate the referral.
2. Click the Record Appointment icon in the row of the corresponding referral. The
Record Appointment screen appears.
Figure 75: Referral List – Appointment Edits
3. Record the appointment details in the appointment fields.
4. Click the Update button at the bottom right of the screen to save the appointment
information.
Notes:
• Time is saved as military time but can be entered either in military time or in
12-hour format (e.g., 2 p.m. automatically updates to 14:00).
• The Service Requested field is auto-populated from the referral and cannot
be edited.
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Figure 76: Record Appointment Screen – Update
Note: Once the first appointment is recorded, the referral status automatically
changes to First Appointment Made. Appointments can be recorded in the
same manner, but the referral status will only change to First Appointment
Made when the first appointment is recorded.
22.1.1. Add a Community Provider to an Appointment
If the name of the community provider is known, it can be selected from the Provider
Name field. If the name of the community provider is not known, the user can search for
it.
1. Click the Provider Search link on the Record Appointment screen.
Figure 77: Record Appointment Screen – Provider Search
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2. Enter the search criteria in the community provider search fields.
3. Click the Find button.
Figure 78: Provider Search Screen – Specialty and Last Name
4. Select the provider to be added to the appointment; the Record Appointment
screen appears with the community provider added provider.
5. Click the Update button to add the community provider to the appointment.
Figure 79: Record Appointment Screen
22.2. Record an Appointment from the Component Menu Icon
1. Locate a referral.
2. Navigate to the Referral Details screen.
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3. Click the Component Menu icon in the top right of the Referral Details screen
to access the Component Menu drop-down list.
Figure 80: Referral Details Screen – Component Icon
4. Select Record Appointment from the drop-down menu. The Record
Appointment screen appears.
Figure 81: Referral Details Screen – Record Appointment
5. Record the appointment details in the appointment fields.
6. Click the Update button at the bottom right of the screen to save the appointment
information.
Figure 82: Record Appointment Screen – Update
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22.3. Cancel an Appointment
1. Locate the referral on the Referral List.
2. Click the Appointment Date link for the referral. The Appointment Information
screen appears.
Figure 83: Record Appointment Screen – Date
3. Click the Change Status link. The Appointment Change Status screen
appears.
Figure 84: Record Appointment Screen – Change Status
4. Click the Magnifying Glass icon in the Change Status To field and select
Cancelled from the drop-down list.
5. Click the Magnifying Glass icon in the Reason for Cancellation field and select
the appropriate reason for cancellation from the available options.
6. Enter any additional information regarding the appointment cancellation.
7. Click the Update button at the bottom right of the screen to save changes.
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Figure 85: Record Appointment Screen – Update
23. Indicate Initial Care Given
After a Veteran attends his or her first appointment, the community provider follows up
on the appointment by entering treatment notes and uploading medical documentation.
This status of the referral is also manually changed to Initial Care Given on the
Referral Details screen. This status change occurs only after the first appointment.
1. Locate the referral.
Figure 86: Referral List Screen – Referral Information
2. Navigate to the Referral Processing Information section on the Referral
Details screen.
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Figure 87: Referral Details Screen – Change Status
3. Click the Magnifying Glass icon to update the status. If the patient attended the
appointment, change the status field within the Treatment Information section
from First Appointment Made to Initial Care Given from the selection list.
Figure 88: Referral Details Screen – Change Status to Initial Care Given
4. Enter any relevant treatment notes regarding the appointment within the
Treatment Notes field of the Treatment Information section.
5. Click the Update button at the bottom right of the screen to save changes.
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Figure 89: Referral Details Screen – Treatment Information
24. Close a Referral
After the episode of care is complete for the referral, and the community provider has
submitted all medical documentation to HSRM, the facility community care staff reviews
the medical documentation and determines if the referral can be closed. The facility
community care staff member receives a task on his or her task list whenever medical
documentation is uploaded into HSRM. Once the facility community care staff member
has reviewed the documentation and confirms that the episode of care is complete on
the referral, the staff member will update the referral status to Closed on the Referral
Details screen.
1. Locate the referral.
2. Navigate to the Referral Processing Information section and click the
Magnifying Glass icon to change the status to Closed.
3. Click the Update button at the bottom right of the screen to save changes.
Figure 90: Referral Processing Information – Closed Status
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25. Access an Audit Trail
The Audit Trail displays the lifecycle of an individual referral, noting any information
updates or status changes. To access an Audit Trail:
1. Locate the referral.
2. Navigate to the Referrals Details screen.
3. Navigate to the Referral Processing Information section and click the Audit
Trail link.
Figure 91: Referral Processing Information Section – Audit Trail
4. Click the rectangular box next to the icon to view historical changes to referral
information and statuses.
Notes:
• The Data Audit Trail screen shows the Patient Banner and the path the
referral has taken. The trail is displayed from bottom to top.
• Blue Info icons denote changes to information.
• Green Checkmark icons denote changes to status.
• The Data Audit Trail screen displays what field has changed, including the
original field information and the updated field information.
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Figure 92: Data Audit Trail Screen – Referral Update
Figure 93: Data Audit Trail Fields Screen
26. Reports
HSRM has reporting capabilities that allow VA staff to view reports to ensure that timely
service is provided to Veterans. Reports can be filtered and customized based on user
preferences.
Note: Only users with certain security rights can access the reports and
analytics functionality in HSRM.
26.1. Run a Report
Users with appropriate security rights can run reports in HSRM. All reports are run using
the same steps, but they have different selection criteria. To run a report:
1. Click the Menu icon in the top left of the screen to view the menu options
available.
2. Select Reports from the drop-down options and choose the desired report.
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Figure 94: Referral List – Reports: Referral Wait Times
3. Select the criteria to be used to run the report from the fields available.
4. Click the Print Preview icon to run the report.
Figure 95: Report Parameters Screen – Referral, Specialty, Consultant, and Print Preview
5. Navigate to the new browser tab that displays the report.
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Figure 96: Wait List Times Report
26.2. Print a Report
Reports can be printed from the preview screen. This section provides instructions for
printing in Google Chrome and Internet Explorer Web browsers.
26.2.1. Print a Report in Chrome
1. Run any report.
2. Click the Print icon in the top right of the report. The Print screen appears.
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Figure 97: Report in Chrome – Print Icon
3. Select print preferences from the print options listed.
4. Click the Print button.
Figure 98: Print Screen in Chrome – Print Button
26.2.2. Print a Report in Explorer
1. Run any report.
2. Click the Print File icon on the bottom of the report. The Print window appears.
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Figure 99: Report in Explorer – Print Icon
3. Select print preferences from the print options listed.
4. Click the Print button.
Figure 100: Print Screen in Explorer – Print Button
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26.3. Download a Report
Reports can be downloaded from the Preview screen. This section provides
instructions for downloading reports in Google Chrome and Internet Explorer Web
browsers.
26.3.1. Download a Report in Chrome
1. Run any report.
2. Click the Download icon in the top right of the report. The Save As window
appears.
Figure 101: Report in Chrome – Download Icon
3. Input a file name and click the Save button.
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Figure 102: Save As Window in Chrome – Save Button
26.3.2. Download a Report in Explorer
1. Run any report.
2. Click the Save As icon on the bottom of the report. The Save As window
appears.
Figure 103: Report in Explorer – Save As Icon
3. Input a file name and click the Save button.
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Figure 104: Save As Window in Explorer – Save Button
27. User Provisioning
HSRM employs the process of user provisioning to manage and create accounts. The
user provisioning process is implemented via user setup tools, which are restricted to
users with elevated security rights.
27.1. Access User Setup Tools
1. Click the Menu icon in the top left of the screen to view the menu options
available.
2. Select Tools from the drop-down menu to expand the Tools list and select User
Setup. The User Setup screen appears.
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Figure 105: Menu List – User Setup
Figure 106: User Setup Screen
27.2. Search for Users
1. Navigate to the User Setup screen.
2. Click the Magnifying Glass icon within each User Setup field to view available
options.
3. Enter the search criteria in the User Setup fields.
4. Click the Find button at the bottom right of the screen.
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Figure 107: User Setup Screen – Code and Description
5. Results appear in the table list.
Figure 108: User Setup Screen – Results List
6. Navigate the table and click the row of the user. The Logon Details screen
appears for the user selected.
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Figure 109: User Setup Screen – Logon Details
27.3. Add Users
1. Navigate to the User Setup screen.
2. Click the New button at the bottom right of the screen.
Figure 110: User Setup Screen – New Button
3. Enter the logon details in the mandatory fields, which are denoted by a red
asterisk.
4. Click the Magnifying Glass icon within each Logon Details field to view
available options and select the appropriate option.
5. Click the Apply button at the bottom right of the screen.
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Figure 111: Logon Details Screen – Apply Button
27.4. Manage User Access and Security Profiles
1. Search for the user.
2. Click the Magnifying Glass icon within Security Group and Access Profile
fields to view available options.
Figure 112: Logon Details Screen – User Access and Security Profile
3. Select the Security Group and Access Profile.
4. Click the Apply button.
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Figure 113: Logon Details – Security Group Field, Access Profile Field, and Apply Button
27.5. Add Logon Locations
1. Search for the user.
2. Check the Allow Change of Location at Logon box.
Figure 114: Logon Details Screen – Allow Change of Location at Logon
3. Click the Magnifying Glass icon with the Logon Location field to view available
logon locations.
4. Select the logon location.
5. Click the Update icon at the bottom right of the screen to save changes.
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Figure 115: Logon Details – Logon Locations
28. Help Desk Support
Starting on August 15, 2018 you will contact the Enterprise Service Desk (ESD) to open
tickets for support on HealthShare Referral Manager. The ESD is dedicated to providing
excellent customer service and will make every effort to ensure a smooth conversion.
How to open a ticket with Enterprise Service Desk (ESD)
• By phone at 1-855-673-4357 (TTY: 1-844-224-6186)
• Or, by utilizing self-service at https://yourit@va.gov
Some things to keep in mind
• The ESD sets priorities for tickets
• Password resets cannot be achieved via self-service; users must contact the
service desk by phone
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Appendix A: Acronyms and Abbreviations
Table 5: Acronyms and Abbreviations
Acronym or
Abbreviation Definition
CCRA Community Care Referral and Authorization
CPRS Computerized Patient Records System
HSRM HealthShare Referral Manager
OHI Other Health Insurance
OS Operating System
PDF Portable Document Format
RUR Revenue Utilization Review
SAR Secondary Authorization Request
SEOC Standardized Episode of Care
VA U.S. Department of Veterans Affairs
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Appendix B: Document Type Definitions
Table 6: Document Type Definitions
Document
Type Definition
Legal
Document A document that states some contractual relationship or grants some legal
right
Referral
Document A recommendation of a medical or paramedical professional
Medical
Document A document relating to patient care or a medical record
Secondary
Authorization
Request (SAR)
A request submitted by a community provider who determines additional or
continued care outside the scope of the original authorization. This will
create a task on the facility community care staff member’s task list to
review the SAR
REFDOC
Packet The patient referral packet that is uploaded by VA, which includes a 10-
0386 or 7078/7079, the Community Care Consult, Required Medical
Documents, and the Veteran’s Demographics

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