C-9-101 Complete Unsigned Order Follow Up

👤 RESPONSIBLE POSITION  |  ROLE

Medical Records Specialist

🎯 PURPOSE

Identify steps to be completed to follow up on orders that are not received back within 7 days of being faxed out through Mosai.

🔄 PROCESS

1. Navigate to the Orders Aging card on the assigned Dashboard in Mosai. This is where the Medical Records Specialist (MRS) will have “buckets” designated for orders based on how outstanding they are.

   • For example, an outstanding order that is 25 days old will be in the 22-29 Days bucket within the Orders Aging card.

     

2. From here, the MRS will prioritize orders that are needing follow-up. Refer to the Appendix for information on how to prioritize.
3. There are two types of order follow-up actions: refaxing and calling. Refer to the Appendix for guidance to assist in deciding the most appropriate method of follow up.

4. If refaxing is the appropriate next step, complete the following steps:
   1. View the order itself by clicking the eye icon.
   2. Take note of the branch location to which the order belongs.

   3. Click on the Activity Log and find the version of the order you would like to refax. In that activity, select the oval arrow to open the resend document pop-up window.

      

   4. Complete the following fields in the form:
      1. Subject
      2. Message (see below for examples)
      3. Fax: select "branch name main" (e.g. Hutchinson Main)
      4. Cover sheet: general fax sheet for that branch
      5. Follow-up type: Resend
      6. Follow-up note: Refaxed (+ anything else you want noted)
   5. Click Send.
   6. If this is the first time you have followed up on the order, please go back to the general tab on the order and add the MR- Followed Up tag.

5. If calling is the next appropriate step, the steps to do this are as follows:

   1. On the order outstanding dashboard, select the provider you wish to call.

      

   2. You will then be brought to a list of ALL outstanding orders for that provider. For efficiency, please o call on ALL outstanding orders that are listed for this provider, even if they are not yet due for a phone call.
   3. Call the number that is listed in the provider's Mosai profile.
   4. Confirm the fax number for the clinic, hospital, or facility, as well as which fax number they have listed for the appropriate Adara branch. Make sure to also get the name of the person on the call, and their title if possible.
   5. Add follow up notes on each order that you have called on. The follow up note should include who you spoke with, and the outcome of the phone conversation.

APPENDIX

To use as general guidelines for what method to use for order follow up. Please note that some cases there may be underlying circumstances where this basic follow-up below may not apply. For these cases, escalation is needed to determine the appropriate strategy to get orders received back timely.

In most cases, oldest orders and orders tagged problem billing should be prioritized first when following up.

Days 0-7

No need to follow up unless there are extenuating circumstances (problem billing, unique situations, etc.) Any follow up that needs to be done within this timeframe should be done via phone call only, explaining the unique situation to the provider as to why we need this signed sooner than the allowed 7 days.

Days 8-14

Refax by “resending” the order stating the order is outstanding and needing a signature/date.

Days 15-21

Refax again by “resending” the order stating the order is outstanding and needing a signature/date. Calling the appropriate clinic, hospital, or facility is also appropriate at this time.

If calling, confirm that we have the correct fax number when calling. Add follow up notes on each order that you have called on. The follow up note should include who you spoke with, and the outcome of the phone conversation.

This should be the 3rd attempt to get the order signed (original fax, two follow ups by MRS)

Days 22-29

Call the appropriate clinic, hospital, or facility to either speak with the provider’s team/nurse or to get a message out to provider regarding signing this order.

Add follow up notes on each order that you have called on. The follow up note should include who you spoke with, and the outcome of the phone conversation.

Days 30+

Call weekly, at minimum, following the guidelines above in the days 22-29 section, unless there are underlying circumstances for the order that do not warrant this type of follow up. These circumstances should be documented in the follow up note with a plan noted for the next follow up.

Reach out for assistance when needed if there has been no progress or little feedback from provider in getting the outstanding order(s) signed.

📅 Effective: 04.29.2025  | 🛠️ Revised: 07.07.2026 |  ✅ Approved: BL / JFJ