Overview
This guide helps you systematically address CRM and EMR census discrepancies when patient data doesn't match between systems. These issues commonly occur when integration mapping errors link admissions to incorrect records, when patients appear in recycle bins, when admissions are missing, or when field mismatches prevent proper synchronization.
Common Symptoms
You may experience one or more of these issues:
Integration mapping errors linking new admissions to inactive leads (e.g., "Dead With Benefit" or "Referred Out" status)
Valid admitted patients appearing in the Recycle Bin
Missing admissions that exist in EMR but not in CRM
Field mismatches due to missing fields like middle initials
Step-down logic creates duplicate or confusing entries
Census reports showing different patient counts between CRM and EMR systems
Resolution Process
Step 1: Manual Patient-by-Patient Census Verification
Begin by systematically reviewing each patient record to verify proper linking:
Go through the census patient by patient
Check that each Intake Opportunity in your CRM is properly linked to the corresponding EMR record
Identify any unlinked or incorrectly linked records
Document patients showing discrepancies between systems
Step 2: Address Integration Mapping Issues
For integration mapping errors:
Confirm treatment program Level of Care (LOC) mappings are consistent in both CRM and EMR systems
Verify that new admissions are not incorrectly linking to old, inactive leads
Check that active patients are not being mapped to leads marked as "Dead With Benefit" or "Referred Out"
Review field mappings to ensure proper data flow between systems
Step 3: Handle Missing Field Issues
Address field mismatches that prevent proper synchronization:
Identify missing fields in your CRM (such as middle initial fields) that exist in your EMR
Work with your system administrator to add missing fields or adjust mapping configurations
Ensure critical matching fields (name, date of birth, admission date) are properly aligned
Step 4: Resolve Step-Down and Transfer Scenarios
For patients with step-down transfers or level of care changes:
Option 1: Create separate charts in EMR for each level of care and link them appropriately
Option 2: Discharge the declined opportunity in CRM with appropriate documentation in notes
Ensure step-down transitions maintain proper record continuity rather than creating duplicates
Document the step-down situation clearly in patient notes
Step 5: Use Manual Linking When Automatic Sync Fails
When automatic synchronization breaks down:
Manually link CRM records to their corresponding EMR charts
Verify that MR (Medical Record) numbers are populated on linked records
Re-establish broken EMR connections for affected patients
Confirm that manual links allow proper data flow in both directions
Step 6: Coordinate with EMR Vendor Support
For persistent integration issues:
Contact your EMR vendor support team when integration sync breaks completely
Provide specific examples of affected patients and error descriptions
Work with both Dazos and EMR vendor support to resolve backend connectivity issues
Document any system-level fixes implemented by technical teams
Verification
After completing the resolution steps:
Run census reports in both CRM and EMR systems
Verify patient counts match between systems
Confirm all active patients have properly linked records
Check that discharge dates and statuses align correctly
Validate that new admissions create proper records without linking to inactive leads
When to Contact Support
Contact Dazos Support if you experience:
Systematic integration mapping errors affecting multiple patients
Persistent data sync failures after manual corrections
Backend integration issues requiring technical intervention
Complex step-down scenarios requiring system configuration changes
Census discrepancies that persist after following these troubleshooting steps
Related Resources
For additional assistance with CRM and EMR integration management, refer to your system documentation or contact your Customer Success Manager for advanced integration troubleshooting.