Incoming Faxes & Document Routing in RXNT

Open and Review the Entire Fax

Review the complete document before attaching, naming, routing, or completing it.

• Review the cover sheet and sender information.
• Confirm the total number of pages received.
• Review every page for readability and completeness.
• Confirm all pages appear to belong to the same patient and document.
• Identify blank, duplicated, upside-down, cut-off, or unreadable pages.
• Do not process based only on the first page.

Identify the Sender and Intended Recipient

• Identify the sending organization, facility, pharmacy, payer, attorney, agency, or provider.
• Review who the document is addressed to.
• Confirm the intended TNC clinic, provider, department, or business function.
• Review sender phone and fax information when follow-up may be needed.
• Do not assume a fax addressed to one provider belongs to another.

Verify the Patient Match

• Search the patient using full legal name and date of birth.
• Compare additional identifiers such as address, phone number, member ID, or medical-record number.
• Review possible duplicate patient charts.
• Confirm the document belongs to the selected patient before attaching.
• Stop and escalate when identifiers conflict or remain incomplete.

Determine the Document Type and Urgency

• Identify whether the document is clinical, administrative, billing, legal, credentialing, or records-related.
• Review for critical results, urgent medication issues, hospital discharge, or immediate response requests.
• Identify deadlines, expiration dates, appointment dates, or payer response windows.
• Separate true urgency from routine requests.
• Immediately escalate content that may affect patient safety.

Review for Mixed or Incorrect Patient Information

• Confirm all pages show the same patient when identifiers are present.
• Check whether another patient’s results or records were included accidentally.
• Do not separate or attach mixed-patient pages without escalation.
• Do not save another patient’s information in the wrong chart.
• Follow the privacy incident process when protected information is misdirected.

Attach the Document to the Correct Location

• Select the correct patient chart or nonpatient workflow.
• Choose the appropriate RXNT document category.
• Use the correct date of service or document date.
• Confirm the uploaded pages are readable after attachment.
• Avoid creating unnecessary duplicate attachments.
• Do not attach business, legal, or credentialing documents to a patient chart.

Name and Classify the Document Clearly

The title should allow another staff member to understand the document without opening it.

• Include the document type.
• Include the source or facility.
• Include the date of service when relevant.
• Include the specialty or body system when useful.
• Avoid titles such as “fax,” “scan,” “document,” or “records.”
• Use consistent naming across locations.

Route the Document to the Responsible Team

• Route clinical results to the ordering or managing provider.
• Route pharmacy and medication documents to the appropriate clinical workflow.
• Route referral documents to the referral team.
• Route payer correspondence to billing or prior authorization staff.
• Route legal, regulatory, or privacy documents to leadership or compliance.
• Include a clear action request and deadline when applicable.

Document the Required Action

• Identify whether provider review, signature, patient contact, scheduling, response, or filing is needed.
• Include important findings or requests in the routing message.
• Do not interpret clinical results beyond staff scope.
• Include due dates or authorization deadlines.
• State when an original document or response must be returned.

Track Actionable Documents

• Monitor tasks or messages until the required action occurs.
• Follow up on unsigned forms or unreviewed results.
• Confirm requested records were sent when appropriate.
• Escalate approaching deadlines.
• Do not mark the fax complete while action remains pending.

Resolve Incomplete or Unreadable Faxes

• Contact the sender using verified information.
• Request missing or unreadable pages.
• Document the attempted contact.
• Retain the usable document only according to approved practice.
• Do not guess at missing clinical information.
• Escalate when the missing content may delay care.

Complete Final Review and Close the Fax

• Confirm the patient or department match.
• Confirm the document is attached in the correct location.
• Verify the title and category are accurate.
• Confirm required routing was completed.
• Review whether follow-up remains outstanding.
• Close or archive the incoming fax only after the workflow is complete.