Application Guide

Release Notes

Site Information

Creating a Referral
Step 1: Three ways to start a referral
Step 2: Referring provider, Reason and Priority
Step 3: Selecting a Specialist
Step 4: Attaching Records
Step 5: Submitting a Referral
Understanding Referral Status: What you need to know
Using your work lists
Messages to Clarity & other practices
Modifying, Copying, Extending and Canceling Referrals
Q&A / Troubleshooting
I'm at a specialist office and an authorized referral disappeared from my list. Where did it go? It may require further action from Clarity or the referring provider, and may have been "pulled back". You can still search for the referral by typing the patient name in the "patient search" box at the top of the Clarity application window. Click on the patient name in the drop down list to display the patient information page with all referrals listed. Find the referral, and look at the communications to see why it is no longer in your inbound list. The Clarity fax cover sheets I print are missing the barcode. The most common reason for this is that your "cache" in Internet Explorer is set incorrectly: Select "tools" from your browser menu Select "Internet Options" Click the "Settings" button in the "Browsing History" section on the "General" tab Under "Check for newer versions of stored pages:" select "Automatically" If this does not fix the problem, contact the Clarity Service Center. I can't print a referral or a cover page from Clarity. Popup blockers may prevent the print dialogs from appearing. To check (and correct) this: Select "tools" from your browser menu bar Select "Pop-up Blocker" from the menu Select "Turn off Pop-up Blocker" (You may also be able to turn off pop-up blockers selectively; check with your IT team for details.) Third-party toolbars such as Yahoo, Google, AOL, Norton, etc. also have pop-up blockers. You will need to turn these off, also. If this does not fix the problem, contact the Clarity Service Center. Why can't I reuse a fax coversheet? Clarity fax coversheets can only be used once because each cover sheet has a unique bar code to attach that specific document; if used with another document it will not attach correctly. If you accidentally attach the wrong document, you can delete it and create a new one: In an open referral, click on the "Edit" button next in the Attachments section. Click on the red trashcan icon next to the title of the attachment you want to delete. Instructions for attaching documents are found here. Where are my cancelled referrals? I don't see a work list for them. There are two ways to get to cancelled referrals: Searching for cancelled referrals by patient Find the patient using the Patient Lookup box at the top of the home page. The patient information page is shown. The last section lists recent referrals for this patient; cancelled referrals are shown in grey and have a red "x" in before the referring provider's name. If there isn't room to show all the referrals on this page, there will be a "View All" link at the bottom of the referral list. Search your outbound referral list From the home page, click the green "View Outbound" button The fields to the left of the list allow you to filter the list on different conditions. Find the "Status:" field, and select "Cancelled" from the drop down. Click "Find". To see a screenshot of a typical worklist, click here. Why aren't my documents in my referral? I've sent my documents to Clarity, but the referral still shows that there are "attachments pending". The attachments pending icon indicates that Clarity has not yet received all the documents you have identified for a referral. If you are faxing referrals, the problem is probably that your documents could not be automatically recognized by Clarity's systems, and they have to be attached manually by a CSC staff member. There could be several causes of this. Here are some of the more typical cases: You have used the wrong fax cover. You must use the correct cover sheet and you can only use that cover sheet once. See this section for more details. Your fax machine may be using a low resolution, or it may have residue on the scanning surface. Clarity can help you by examining your faxes and determining if the quality is below standard; please contact us. You will need to consult the fax machine user manual for details on cleaning your machine and/or setting it to the "normal" or "high" resolution. Your faxes aren't even getting to Clarity. Your fax machine should give you an error report for failed faxes. You can test this by faxing a test page to a number that you know will fail (like your cell phone). If you don't get a fax error report, consult your fax machine user manual. Why can't I add insurance for my patient? If you are using Internet Explorer 8, the Clarity site must be run in compatibility mode: From the Tools menu in IE, select "Compatibility View Settings". Add Clarity's domain (clarityhealth.com) in the list of trusted sites. Click "Close". If that doesn't work, contact the Clarity Service Center team. I get an error message when I try to create a new referral. If you are using Internet Explorer 8, the Clarity site must be run in compatibility mode: From the Tools menu in IE, select "Compatibility View Settings". Add Clarity's domain (clarityhealth.com) in the list of trusted sites. Click "Close". If you get stuck, contact the Clarity Service Center team. Why can't I view attachments? If an attachment has a red exclamation point next to it, it has not yet been received by Clarity and isn't visible in the application. If the document is in Clarity but you cannot display it, it is likely due to a configuration problem with your Adobe Reader or Acrobat software. You can download the lastest free Adobe reader here. If that doesn't fix your problem, the Clarity Service Center team will be happy to assist you.
What makes a really good referral?
Contacting the Clarity Service Center