Cardiology referral packet
Patient matched • Urgent keyword found
Workflow Use Case
Intake & Triage
Centralize inbound operational work from fax, forms, documents, and communications into one queue, then classify, extract, and route it automatically.
One intake layer across every channel
Structured work created before staff starts typing
Rules and agents route high-volume work automatically
Operational picture
Inbound signals become assigned work
Calvient captures incoming items, extracts key context, and turns loose documents into routed operational tasks.
Signals
Fax line
Form submit
Email attachment
ROI request
Authorization incomplete
Lab result
Ordering provider identified
Document type classified
Demographics extracted
Queue owner suggested
What Calvient handles
The real work inside this workflow
These are the operational motions the system has to coordinate well if the workflow is going to move cleanly.
Inbox
Centralized inbound capture
Pull fax, email, uploaded documents, and form responses into one intake layer with timestamps, sender details, and attachments preserved.
AI intake
Classification before manual review
Identify likely workflow, patient, source, and urgency early so staff open an item with context instead of mystery.
Tasks
Structured work from unstructured documents
Extract demographics, payer, ordering provider, due dates, and reason for work, then create tracked follow-up tasks.
Routing rules
Queue assignment with exceptions handled
Apply team rules, urgency logic, and auto-close conditions so repeatable work moves without constant human sorting.
How it works
Structured execution from trigger to closure
The workflow should move because the system keeps state, ownership, and next action visible at every step.
01
Receive and normalize inbound work
Every arrival becomes a tracked intake object with source, arrival time, and attachments preserved.
Nothing sits in an unmanaged fax inbox or email folder.
02
Match the patient and source
Calvient compares demographics, sender patterns, and document cues to identify the likely patient and workflow.
Operators start with the right chart context and owner suggestion.
03
Extract the operational details
Pull out the fields that determine what happens next, including document type, payer, provider, due date, and missing artifacts.
The work item is actionable, not just readable.
04
Route, escalate, or auto-close
Queue rules and Special Agents decide whether work should be assigned, escalated, resolved automatically, or held for missing information.
Teams see the right work at the right moment with fewer handoff gaps.
What operators see
Product views that move the workflow forward
These are the working surfaces that keep the queue understandable, actionable, and measurable.
Inbox
Triage queue with extracted context
Staff see source, likely patient, document type, and urgency before opening the item.
Referral packet
Patient matched • Missing insurance card
ROI request
Authorization still needed
Lab result
Send to nurse review queue
- Confidence and exception flags
- Matched sender and patient context
- Suggested next queue or owner
Tasks
Queue assignment with next action ready
Operators work a task list that already knows who should own the case and what must happen next.
Missing records chase
Due today • Fax + text follow-up
Insurance verification
Ready for payer check
Duplicate document review
Candidate for auto-close
- Auto-assigned work owners
- Missing-info follow-up tasks
- Escalation timers for urgent items
Reporting
Auto-route and exception visibility
Leaders can see where automation is helping and where work still needs manual review.
Fax intake
High volume • Stable exception rate
Form intake
Fastest first-touch time
Email attachments
Needs sender cleanup
- Auto-route rate by queue
- Exception patterns by source
- Backlog growth across intake channels
Workflow Views In Product
In Product
Inbox triage queue
Queue view with extracted metadata, urgency tags, and route suggestions.
In Product
Task detail with audit trail
Task detail showing document context, owner, and agent actions.
Special Agents
Special Agents for this workflow
These agents are useful because they handle the repetitive middle of the workflow while leaving sensitive or ambiguous decisions with staff.
Missing info chaser
Requests required artifacts and keeps the case moving until the packet is complete.
Trigger
Incomplete referral, ROI request, or intake packet
Actions
- Send follow-up by fax, text, or email
- Re-open the case when new documents arrive
- Escalate if SLA window tightens
Handoff
Routes stale or high-risk cases to the assigned intake owner.
Urgent item escalator
Surfaces time-sensitive items before they disappear into normal queue volume.
Trigger
Urgent keywords, high-risk source, or rules-based priority match
Actions
- Pin item to priority queue
- Notify the right team immediately
- Attach escalation note and reason
Handoff
Hands urgent work to the appropriate operational or clinical queue.
Auto-route / auto-close agent
Handles repeatable routing decisions when confidence is high and policy is clear.
Trigger
Known document patterns and high-confidence classification
Actions
- Assign queue and owner automatically
- Close duplicate or already-resolved items
- Log why automation fired
Handoff
Leaves a full audit trail for staff review and reporting.
Operational channels
The workflow moves across multiple channels without losing state
This workflow starts in unstructured channels and ends in routed, owned work.
Fax
Text
Phone
Browser
Forms
EHR / integrations
Fax
Referral packets, ROI requests, payer letters, and inbound clinical documents
Text
Follow-up for missing patient forms or clarification requests
Phone
Callback tasks or AI-call outcomes that need queue ownership
Browser
Portal review when an inbound item points to an external workflow
Forms
Digital intake forms, uploads, and internal request forms
EHR / integrations
Chart lookup, filing, and downstream workflow creation
Teams that use this
Deployment usually spans more than one team
Usually owned by centralized intake or shared services, with exceptions routed to specialty teams once the item is understood.
Front Office
Intake
Referrals
HIM
KPIs / outcomes
Measure the outcomes that matter
The right operating system should make these measures easier to see, easier to improve, and easier to explain to leadership.
KPI
First-touch time
How quickly new inbound work is reviewed or auto-routed after arrival.
KPI
Backlog volume
How much unworked intake is sitting in the queue by source and team.
KPI
Auto-route rate
How often Calvient can classify and route without human intervention.
KPI
Exception rate
How often inbound items still need manual interpretation or correction.
Related use cases
Explore adjacent workflows
Referral Management
Centralize inbound and outbound referral work, track status, request missing information, and move patients forward.
Scheduling & Patient Readiness
Prepare patients before visits with reminders, paperwork, insurance updates, and appointment coordination.
Medical Records & Release of Information
Receive, validate, retrieve, and send medical records and release-related documents.