The referral goes towhoever answers first
A discharge planner calls three agencies. An inquiry arrives on a Saturday evening. Whoever responds with real capacity gets the client, and the ones who answer on Monday never find out what they lost.
Where it's costing you
A referral is not lost in one big moment. It is lost in the hours nobody was watching.
The first hour usually decides it
Discharge planners work down a list. The agency that answers, confirms it can staff the case, and says so is the one that gets the referral. Being second is the same as not being called.
Evenings and weekends are where they go
Inquiries don't wait for office hours. A message left on Friday night competes with an agency that picked up. By the time someone listens to it, the family has already chosen.
Nobody can tell you what happened to it
A referral taken on a phone call lives in one person's notes. There's no record of who followed up, whether anyone did, or which sources are worth the relationship.
How Rivana closes it
- 1Every source lands in one queue
Phone, referral, email, website form, or walk-in. Each logged with where it came from and when.
- 2Qualified while you're still on the call
Care type, location, insurance status, and family contacts captured up front, so nothing needs chasing afterwards.
- 3Routed to a named coordinator
With the full context attached and the arrival time visible on it, so nothing sits unclaimed.
What changes
The same information, reaching the right person at the right time.
Nothing sits unseen
Every inquiry is visible the moment it arrives, whatever channel it came through.
Someone owns every one
Each referral has a named coordinator and a timestamp, so nothing quietly ages.
You learn which sources pay
Because every referral records where it came from, you can see which relationships actually convert.
Is this your biggest gap, or just the loudest?
Referral response is one of nineteen jobs the Agency Health Check scores. It takes about four minutes and shows you which one to close first, and which to leave alone.
Take the free health checkCommon questions
No. It captures the call while it's happening, so the details land in the client's record instead of a notepad.