Document Version: 1.0
Effective Date: September 2025
Review Date: March 2026
Prepared By: Whizrock Automation Team
Approved By: Dr. Amrita Gandhi
Referral Rewards SOP
1) Overview
The Referral Rewards System is an automated workflow that tracks, validates, and rewards patient referrals using Whizrock (CRM) and n8n (automation). It ensures accurate point allocation and reliable audit trails.
Process Flow (Payment → Validation → Points → Notify)
Payment Event
Invoice marked paid/partially paid for a contact tagged new patient
➜
Webhook → n8n
Whizrock sends payment payload to n8n; extract patient + referrer
➜
Validate Referrer
Match by name; refine by phone/email if multiple results
➜
Calculate Points
Smile Club Member = 250 pts; Standard = 150 pts
➜
Allocate & Update
Write “New Referral Points Earned” + “Total Referral Points”
➜
Patient Tags
Remove new patient, add existing patient + referral paid
➜
Notify Referrer
+1 day SMS (WhatsApp): points + total referrals
2) Referral Point Structure
| Referral Type | Points | Credit Rule |
|---|
| Standard Referral | 150 | Credited after invoice is paid/partially paid and validation succeeds |
| Smile Club Member Referral | 250 | Referrer contact has Smile Club Member status at time of allocation |
3) System Workflow
3.1 Trigger Mechanism
- Patient Status: Contact has tag new patient
- Payment Confirmation: Invoice status changes to paid or partially paid
- Referral Data Present:
- “Referred By Name” (required)
- “Referred By - Phone Number” (recommended)
- “Referred By - Email Address” (optional)
3.2 Automated Processing Steps
- Webhook Activation: Whizrock → n8n; extract patient & referrer from payment payload.
- Contact Validation: Find referrer by name; if multiple matches, confirm via phone/email.
- Point Calculation: If referrer is Smile Club Member, award 250 pts; else 150 pts.
- Point Allocation: Update New Referral Points Earned and Total Referral Points; record transaction.
- Patient Status Update: Remove new patient; add existing patient and referral paid.
4) Manual Review Process
4.1 Manual Review Triggers
- No Contact Found: Referrer name not found in CRM.
- Multiple Matches: Name duplicates without definitive phone/email match.
- Incomplete Data: Missing referrer fields in patient record.
- System Errors: Any technical failure during processing.
4.2 Review Notification Process
When manual review is required, the system notifies Dr. Nashwa Nasser via email with:
- Patient name, email, phone
- Invoice number and date
- Referrer name + issue description
- Number of potential matches (if any)
4.3 Manual Review Actions (Practice Managers/Doctors)
- Access Patient Record: Log into Whizrock → search patient → open invoice.
- Verify Referrer: Cross-check contact; resolve spelling variants; validate phone/email.
- Resolve:
- Valid Referral: Manually award 150/250 pts.
- Invalid Referral: Remove referral fields from patient record.
- Create New Contact: If referrer is legitimate but not in CRM.
- Update Existing Contact: Correct details to prevent future mismatches.
- Complete: Update patient tags; document resolution in notes; confirm referrer points.
5) Referrer Notification System
5.1 Success Notification
- Wait 1 day post-payment to ensure clearing.
- Send thank-you SMS (WhatsApp) confirming points and total referral count.
5.2 SMS Template
Thank you for referring [Patient Name] to Spectrum Dental! We've credited [Points] points to your account. Your total referrals: [Total Count]. We appreciate your trust in our practice!
6) Monitoring & Reporting
| Frequency | What to Review | Owner |
|---|
| Daily | Manual review alerts; pending validations; system errors | Admin / Manager |
| Weekly | Referral patterns; point allocations; manual interventions | Management |
| Monthly | Processing time; allocation accuracy; satisfaction feedback | Management |
7) Troubleshooting
- Referrer not found: Check spelling/nicknames; create contact if legitimate.
- Multiple contacts: Verify via phone/email; update CRM data.
- Workflow not triggering: Confirm new patient tag + referral fields present.
- Duplicate points: Ensure referral paid tag exists; review logs.
7.2 Escalation Process
- Contact Whizrock technical support.
- Document issue details + patient info.
- Temporarily process referrals manually if needed.
- Follow up until resolved.
Support: [email protected]
8) Compliance & Privacy
- Handle all patient/referrer data per privacy regulations.
- Automations use secure transmission; access logs retained.
- Keep full referral transaction and decision history in Whizrock.
9) Training Requirements
- Front Desk: Referral field entry and verification.
- Practice Managers: Manual review resolution steps.
- Doctors: Oversight and complex cases.
- Complete modules: referral fields, manual review emails, point allocation, troubleshooting.
10) System Maintenance
- Monthly: Review automation logs; refresh referrer data; validate allocation accuracy.
- Quarterly: Performance review; process improvements; staff refreshers.
- Change Control: Any modification requires approval (Dr. Amrita), documentation, staff notification, and pre-deployment testing.
Created By: Whizrock Automation Team
Reviewed By: Dr. Amrita Gandhi, Dr. Nashwa Nasser
Next Review: March 2026
Store this SOP in CRM Library & clinic binder.