Rules

How new referrals are routed, followed up, and flagged. Applied automatically to every referral.

Routing and automation

When	Then
ZIP code is in SFV West	Assign to Dana Kim
ZIP code is in SFV East	Assign to Luis Ortega
ZIP code is in the Santa Clarita Valley	Assign to Priya Shah
Speech-language pathology is requested	Also notify the therapy manager
A referral is assigned	Create a first-call task due within 2 hours
Required documents are missing	Create a request task and flag the card
No activity past the stage limit	Flag as overdue and notify the coordinator

Stage limits

Stage	Flag as overdue after
New	1 hour with no activity
Assigned	4 hours with no activity
Contact attempted	1 day with no activity
Initial screening	2 days with no activity
Docs & coverage	3 days with no activity
Accepted	3 days with no activity

Regions

SFV West · Dana Kim

Canoga Park, Chatsworth, Encino, Granada Hills, Northridge, Porter Ranch, Reseda, Tarzana, West Hills, Winnetka, Woodland Hills

SFV East · Luis Ortega

Burbank, Mission Hills, North Hills, North Hollywood, Pacoima, Panorama City, San Fernando, Sherman Oaks, Studio City, Sun Valley, Sunland-Tujunga, Sylmar, Valley Village, Van Nuys

Santa Clarita · Priya Shah

Canyon Country, Castaic, Newhall, Saugus, Stevenson Ranch, Valencia

Required documents

Signed physician order · Face-to-face encounter note · History and physical / discharge summary · Medication list · Insurance card (front and back)

Notifications and privacy

Email and text alerts to staff contain a reference number and a link, never patient names or health details. Referrers see progress only. The public website runs no advertising pixels or session recording, and form contents never go to analytics.