2. Push to MatrixCare FAQ

Last updated: June 11, 2026

Please refer to the training video for a Push to MatrixCare Tutorial:

General Questions:

Q: Where does the referral go in MatrixCare once you create it in exacare?

  • Double check you are in the correct facility

  • Search the residents list to find the referral

  • If the referral profile already existed, it goes wherever the original patient is located

Q: What happens if the referral profile already exists in MatrixCare?

  • Exacare matches resident profiles in MatrixCare based on first name, last name, date of birth (DOB), sex, and SSN (if provided).

To ensure documents are pushed to the correct profile, it’s recommended to always include the SSN when pushing profiles.

  • Below are the current matching scenarios and outcomes:

1. New profile created:

  • Scenario:

    • An existing resident in MatrixCare has the same first name, last name, DOB, and sex, but no SSN.

    • A user pushes a new resident with the same first name, last name, DOB, sex, and includes an SSN.

  • Result:

    • A new resident profile is created. Two profiles will exist in MatrixCare, one without an SSN and one with an SSN.

2. Single profile match

  • Scenario:

    • An existing MatrixCare resident has the same first name, last name, DOB, sex, and SSN.

    • A user pushes a new resident with the same first name, last name, DOB, sex, but no SSN.

  • Result:

    • A duplicate resident is detected, and documents will be pushed to the existing resident profile.

3. Multiple duplicate profile match

  • Scenario:

    • Two residents exist in MatrixCare with the same first name, last name, and DOB, one with an SSN (A) and one without an SSN (B).

    • A user tries to create a new resident with the same first name, last name, DOB, and no SSN.

  • Result:

    • The following error will appear:

      • “There are multiple matching profiles in MatrixCare. Please delete the duplicate profiles in MatrixCare or add a unique SSN and try again.”

  • Resolution:

    • Delete any duplicate profiles that share the same first name, last name, DOB, and sex, or

    • Add a unique SSN to differentiate residents.

  • If the SSN matches resident A, exacare will link to resident A and import documents there. Otherwise, a new resident profile will be created.

Q: Where do documents go when they are pushed to MatrixCare?

  • Documents will be listed under “Resident Documents” in category Import/Other. If you do not see this category, open document filters and ensure “Import/Other” is checked off