Novari eRequest is an electronic referral system. You use it to create, receive, review, and manage referrals as part of your role.
Screens, options, and labels may vary by role and local configuration.
Note: The screens and options you see may differ based on your role, your organization’s configuration and/or recent updates to the Novari platform.
Terms and screen labels
In this guide, referral is the standard term for the item that moves through the workflow.
Depending on configuration, you may also see labels such as eRequest, eReferral, requisition, Reject, or Split Pages. These refer to the same referral.
External Request Icons
Filters narrow lists so you can focus on specific referrals (for example, by state or date).
Routing tags help filter location options when routing a referral in Awaiting Routing.
Doc AI
Doc AI scans faxed referral documents and extracts key details (e.g., patient demographics, provider info) to reduce manual data entry.
Users MUST verify all extracted information—Doc AI supports your workflow but never makes decisions.
Doc AI legend
Using Novari eRequest
To use Novari eRequest, sign in with the account information provided by your organization.
Use a supported web browser (Chrome is recommended, unless your organization uses another designated browser).
Use the site address provided by your organization.
Read the Terms of Use and read the Privacy Policy, located at the bottom left of the sign-in page.
If your organization provides a desktop shortcut, you can use it instead of typing the address.
All users can view their own profile. The options you see and what you can change depend on your role and your organization’s configuration.
User Menu with User Profile and Logout highlighted
Open your profile
Open your user menu.
Select User Profile.
What you may see in your profile
Person details
Account details
eRequest user settings
Person details
What you see depends on your role and local configuration.
You can:
review your name and contact details
update contact information, such as phone number or extension
Note: Some information may be read-only and can only be changed by an administrator.
Account details
From the account details area, you may be able to:
see your last sign-in time
view your assigned roles
see whether a partner sign-in option is enabled
see whether you are identified as a health information custodian
change your password
eRequest user settings
Note: You see these options only if your role and configuration include eRequest user settings.
If eRequest user settings are enabled for your account, you may be able to:
turn side-by-side viewing on or off
enable inbox auto-return
manage fax templates (for example, add, rename, or update templates)
If you do not see these options, your role or configuration may not include them. Contact your system administrator if you believe you should have access.
In Novari eRequest, a referral is the item that moves through the workflow. Referrals move through a series of states as work is completed. Each state affects where the referral appears and what actions are available.
Dashboards
Dashboards show referrals that are relevant to your role. You may see one or more dashboard tabs. What you see depends on your assigned roles and your organization’s configured pathways and services.
Novari eRequest Central Intake Dashboard display
Buckets
Each dashboard is divided into buckets. Buckets group referrals by state or required action. The number next to each bucket shows how many referrals are currently in that bucket.
Example of To Do Bucket
Referral states
Referral states show where a referral is in the workflow. The current state appears near the top of the referral. States help control where a referral appears, which actions are available, and how downstream systems treat the referral.
Example of Referral State that displays top right corner ‘Awaiting Assessment Triage’
Referral locking
When you open a referral, the system locks it to prevent conflicting changes.
Green lock: You can edit the referral.
Green lock icon
Red lock: Another user is editing the referral or Doc AI is processing an incoming referral. You can view it only.
Red lock icon
The system releases the lock when you leave the referral or after a period of inactivity.
A referral unlocks when:
you navigate away from the referral, or
a set period passes with no activity (for example, 90 minutes, depending on configuration)
Note: If a browser tab closes unexpectedly, the system releases inactive locks after the configured time. Administrators may be able to override locks if needed, based on local procedures.
Fields contain the patient, clinical, and workflow information needed to process a referral. The fields you can see or edit depend on your role and your organization’s configuration.
Required fields are marked with an asterisk (*). You must complete all required fields before the referral can move to the next workflow state.
Common field types include:
Text fields
Date fields
Checkboxes
Dropdowns
Yes/No selections
Note: If you are unsure why a field is required or how it is used, follow your local process or refer to the full Novari eRequest guide.
Accordions
Accordions divide the referral into sections so you can review or enter information one area at a time. What appears in each accordion depends on your role, the referral’s current state, and your organization’s configuration.
Accordions may:
Open automatically when a workflow step requires your attention.
Expand or collapse when selected.
Be read-only if your role does not allow editing.
Display only the fields relevant to the referral’s current workflow stage.
Actions
Actions are the options available to move the referral through the workflow. The actions you see depend on your role, the referral state, required fields or approvals, and your site configuration.
Common examples of actions include:
Moving the referral forward to the next state.
Sending a communication or fax.
Requesting missing information.
Recording a delay.
Completing or closing the referral, if authorized.
Actions appear near the top of the referral and change as the referral progresses.
Filters
Filters let you narrow the list of referrals so you can focus on items that match specific criteria, such as state, request type, date range, or location.
The Discussion area allows authorized eRequest users to communicate within a referral.
It can also be used to communicate with the referring provider via Ocean eReferral Network.
Open the referral.
Scroll to the Discussion section at the bottom.
Type in the Enter note here field (you can resize this box).
Click the green save icon.
Your note will display with your username, date, time and message.
Note: Hover over your saved note and click the envelope icon to mark it as unread and it will show the notification. The Discussion header will show a red unread count.
To Do Bucket with Quick Process button highlighted
Attachment in discussion
Select Add New Attachment.
Choose Upload from file and select the file you want to add.
The file will appear in the Attachments tab and in the Discussion thread.
Add a note and mark it unread if you want to notify others
Discussion field with highlighted ‘Add New Attachment’ button
An external request is a referral that starts outside Novari eRequest. External requests may be received through electronic fax, electronic referral from another system, or a scanned or uploaded document.
Note: Your organization may have one or more inboxes for external requests. Each inbox shows key details such as reference number, urgency, request date, and request type.
Process an external request
When you open an external request, you can review the pages and decide what to do next. Depending on your role and configuration, you may be able to:
Create a new referral.
Attach the request to an existing referral.
Move the request to another inbox.
Reject, dismiss, or mark the request as junk.
Available actions for external requests
Available actions vary by configuration, but may include:
Updating urgency.
Moving to another inbox.
Removing pages.
Reordering pages.
Rotating pages.
Splitting the request into separate items if it contains more than one referral.
Use these actions to organize the request before you create a referral or attach it to an existing one.
Create a referral from an external request
Note: Button labels and available actions reflect the standard Novari eRequest experience. Exact options may vary by role and local configuration.
Open the external request from the appropriate inbox.
Review the pages to confirm they belong to the same referral.
Select the option to process the request.
Choose the option to create a new eRequest.
Search for and attach the requesting provider.
Create the referral.
Attach the patient.
Complete all required fields.
Move the referral forward according to your local process and your role permissions.
Creating a referral brings the external information into the referral workflow so it can be routed and managed through the standard process.
Reject, dismiss, or mark as junk
Use Reject or Dismiss when an external request cannot be processed, based on your local criteria.
Open the external request from the appropriate inbox.
Select the option to process the request.
Choose Reject or Dismiss.
Select a reason from the list, if required.
Confirm or update fax details if prompted.
Complete any mandatory fields.
Add notes if needed for local documentation.
Confirm the action.
Note: If the request is marked as Junk, no fax-back is sent. The request will then be listed as Dismissed within the inbox.
Note: Rejected, dismissed, and cleared requests remain available for a defined period before they are removed from filtered views, depending on configuration.
Split an external request
Use Split Pages when one document contains more than one referral.
Open the external request.
Select Split Pages.
Enter page ranges for each referral.
Confirm the split.
Important: Include all pages from the original document before you confirm
After the split is completed, each new request appears as a separate entry in the inbox.
Important: Confirm that you included all pages from the original request in one of the new requests before you confirm the split.
If faxing is enabled in your configuration, you can send a fax from a referral.
Send Fax window
Send a fax
Open the referral.
Select the option to send a fax.
Review or enter the fax number or numbers.
Complete any required fields.
Select a fax template, if needed.
Choose the attachments to include.
Send the fax.
Sent faxes appear in the referral’s communication or history area, depending on configuration.
FAX templates
Fax templates let you reuse standard wording when you send faxes from referrals. Templates are usually specific to each user.
Depending on your role and configuration, you may be able to:
Upload templates (for example, Word documents).
Rename templates.
Edit templates.
Delete templates.
Templates can include autofill keys that insert referral and patient information in the fax, based on the data in the referral.
Missing Information
If provider information is missing or incomplete and your organization has decided not to process the referral, follow your local procedures.
If information is missing or incomplete in a processed referral, you can flag the issue and request an update from the referring provider based on your local process.
Missing information accordion
Request missing information
Open the referral.
Open the Missing Information accordion.
Select the items that are missing or incomplete.
Select the action to request information.
Confirm or update contact details if prompted.
Complete any mandatory fields.
Send the request.
The referral moves to an Information Required state until the missing details are provided and recorded in the system.
Searching for a Referral
Use search to find referrals by patient details or reference number. What you can search for and what results you see may depend on your role and configuration.
Open the search function.
Enter the patient’s last name, health card number, or the reference number.
Review the search results and open the referral you need.
Note: Searching by reference number may return only the matching referral, depending on how your system is configured.
Routing Tags
Routing tags help you filter routing choices for referrals in the Awaiting Routing status. Tags appear only when your Novari eRequest administrator has created and assigned them.
Accessing Tags
Open a referral in Awaiting Routing.
Expand the Routing accordion (e.g., Central Intake Routing).
The screen will show Select Tags… and a Tags column when tags exist.
Ways to filter by tags
Scroll & Select Tags
Click Select Tags….
Pick tags one at a time from the list.
Selected tags appear in the box and are removed from the list.
Remove a tag by selecting its x.
The list of tags that is displayed
Search for Tags
Click Select Tags….
Type letters to filter tag options.
Select the desired tag(s) from the filtered results.
Select from the Tags Column
Click a tag directly beside a location in the Tags column.
The tag will be added automatically to Select Tags….
Example of selected tag
Filtering with Multiple Tags
You can select multiple tags.
Locations matching all selected tags appear first, followed by those matching fewer.
Help and Support
For more information, select Help from your user menu to open the Novari eRequest Support Centre.
User Menu with Help highlighted
Get support
Use your local support process if you cannot complete a task or if you see an error you cannot resolve.
Contact your system administrator for account access, role changes, or configuration questions.
Follow your organization’s local support or escalation process for technical issues.
Troubleshooting Scanning Issues
If scanning is not available or does not work as expected, try the following checks before you escalate.
Confirm that the scanner is connected and powered on.
Confirm that the scanner appears in your operating system’s list of devices.
Test scanning outside Novari, using your usual scan application.
If direct scanning into Novari is not available, scan the document using another method and upload the file.
If issues continue, follow your local support or escalation process.
Frequently Asked Questions (FAQ)
Can a referral be moved backward in the workflow?
No. Once key actions are completed, referrals cannot be moved backward in the workflow. If further work is required, follow your local process. This may include creating a new referral.
Can closed referrals be reopened?
No. Closed referrals cannot be reopened. If additional work is needed, you must create a new referral.
How long do rejected or dismissed requests remain available?
Rejected, dismissed, and cleared requests remain available for a defined period before they are removed from filtered views, depending on configuration.
