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Treat coverage information and records as two separate workstreams. On one track, onboarding reviews the insurance information available to the practice. On the other, onboarding logs records received and identifies missing items while the referring office completes its documentation. Keeping the tracks separate makes it easier to see what still needs action.
For each status check, confirm three facts: what Mood Institute received, what is still needed, and who owns the next action. Record the date and expected follow-up in your office note. For example: 'Referral note received; medication list pending from our office; onboarding will confirm receipt after secure transmission.'
Use the professional onboarding channel already established with Mood Institute. Send office-to-office records and attachments only through the secure practice channel. The consultation form may collect the fields it requests, but it is not a records-upload channel. Before sending records, verify the current destination and ask how receipt will be acknowledged.
Keep coverage language precise when speaking with a patient. A verification workflow can report the information available to the practice, but it does not promise coverage or access to a particular service. A useful script is: 'We are sending records through the secure channel and confirming the available coverage information with onboarding. They will let us know if another operational item is needed.'
Ask onboarding when the operational pieces are complete enough to discuss a first appointment. Onboarding coordinates registration, coverage information, referrals, and records; licensed clinicians handle clinical decisions. Your next action is to send one concise status update through the secure professional channel, naming completed items and any item still pending.
A shared status note can keep the process organized without including unnecessary clinical detail. Track the referral date, secure-send date, receipt confirmation, outstanding document, responsible office, and planned follow-up date. When an item changes hands, state that plainly: 'Our office will send the medication list,' or 'The patient will contact the prior office for authorization.' This gives everyone a practical record of what happens next.