Referral queue
Backlog rising • First action slowing
Workflow Use Case
Operational Visibility & Reporting
Give operators and leaders visibility into backlog, turnaround, workload, and automation performance across referral, prior auth, and intake queues.
Last updated:
See queue health and aging across workflows in one place
Connect throughput to staffing, automation, and bottlenecks
Use observability logs and exports to go deeper when needed
Operational picture
The operating layer is measurable
Calvient exposes queue health, workflow aging, team throughput, and agent behavior so leaders can manage the system instead of guessing.
Signals
Queue health
Workflow drilldown
Automation log
Prior auth queue
Portal automation covering volume
ROI queue
Stable backlog
SLA alerts
Queue risk detection
Agent activity logging
New in Calvient
CalvientGPT
CalvientGPT brings HIPAA-compliant AI chat into operations
Give your organization a secure AI workspace to ask operational questions, surface answers faster, and move from insight to action inside the platform.
- Mission Control style workspace with guided prompts for common operational asks.
- Integrated with queue, schedule, and performance context so answers stay actionable.
- Audit-friendly controls with chat history and oversight visibility for leadership teams.
Mission Control
Welcome to Mission Control
Your agents are standing by. What needs to get done?
Pull eligibility for everyone on tomorrow's schedule.
Search the schedule and give me all open slots for this week.
What is our average turnaround time for prior auths?
Ask anything, or tag an agent with @...
How it works
Four steps, start to finish
Here is the whole path a case takes, from the moment it shows up to the moment it is done.
01 / Dashboards
Everything lands in one place
Queue status, timing, who touched what, and what the agents did all come together across referrals, auth, and intake.
You get one clear picture instead of piecing it together from five screens.
02 / Alerts
Backlogs show themselves
Calvient points out where cases are waiting too long, where a queue is growing, and where handoffs are breaking down.
You catch the problem before it turns into an angry phone call.
03 / Performance
You see how the team is doing
Compare how teams, workflows, referral sources, and payers are doing on the numbers that matter day to day.
You can coach, rebalance, or automate based on what is really happening.
04 / Exports
You dig deeper when you need to
Use the built-in dashboards for the daily view, then export the data or logs when leadership wants a closer look.
The same reporting works for the front line and for the boardroom.
What operators see
Product views that move the workflow forward
These are the working surfaces that keep the queue understandable, actionable, and measurable.
Dashboard
Queue health across the operating system
Supervisors can see which workflows are stable, which are aging, and which are breaking their SLA posture.
Intake
Healthy auto-route coverage
Referrals
Backlog climbing this afternoon
Prior auth
Payer-specific delay pattern
- Backlog by workflow and team
- Aging hotspots
- Priority and SLA risk visibility
Drilldown
Workflow and team performance detail
Managers can move from a top-line dashboard into source, queue, payer, or operator-level views without leaving the system.
Referral intake
First-touch slowing on outside faxes
ROI team
Best throughput per FTE
Auth renewals
Needs earlier escalation rule
- Turnaround by queue
- Owner and workload balance
- Source and payer segmentation
Observability
Communication, integration, and agent logs
When a team asks why something happened, the event trail is visible instead of hidden in someone’s inbox or memory.
Agent action log
Portal submitter completed 18 runs
Communication events
Survey escalation rate rising
Export feed
Weekly ops report generated
- Message and call outcomes
- Browser and automation actions
- Rule-based escalations and exceptions
Workflow Views In Product
In Product
Operations dashboard
Dashboard with backlog, turnaround, and queue health tiles.
In Product
Observability / audit log
Event view showing agent actions, communication events, and escalations.
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.
SLA breach escalator
Warns teams before backlog and aging turn into missed service commitments.
Trigger
Queue items approaching defined SLA or aging threshold
Actions
- Highlight at-risk work
- Notify the right owner or leader
- Create escalation task with reason
Handoff
Escalates to supervisors only when the queue truly needs intervention.
Capacity balancer
Looks for uneven workload and helps teams shift work before one queue becomes a choke point.
Trigger
Queue imbalance, rising backlog, or owner saturation
Actions
- Surface workload skew
- Recommend queue rebalancing
- Open reassignment workflows
Handoff
Provides an operational recommendation instead of leaving managers to discover the issue late.
Automation opportunity finder
Uses work patterns and logs to show where repetitive motion is still costing teams time.
Trigger
Repeated manual steps or high-volume exception categories
Actions
- Flag candidate workflows
- Point to repeated bottlenecks
- Summarize where automation would remove rework
Handoff
Gives operators and leaders a concrete path for the next automation decision.
Operational channels
The workflow moves across multiple channels without losing state
Operational visibility depends on the same signals as operations: communications, queues, browser work, documents, and the chart context behind them.
Fax
Text
Phone
Browser
Forms
EHR / integrations
Fax
See how inbound document volume affects first-touch time and backlog growth
Text
Track reminder, recall, and follow-up response performance
Phone
Understand call outcomes, escalations, and follow-up load
Browser
Observe portal work, agent automation, and manual exception points
Forms
Measure completion, defect, and follow-up patterns on structured workflows
EHR / integrations
Tie queue outcomes back to appointments, patients, and chart activity
Teams that use this
Deployment usually spans more than one team
Operations leaders need one version of the truth that works for frontline supervisors and executive reviews without rebuilding spreadsheets every week.
Operations Leaders
Team Managers
Department Heads
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
Backlog growth
Whether queues are stabilizing or getting worse over time.
KPI
Turnaround time
How long work takes from intake to meaningful completion.
KPI
Throughput
How much work teams and workflows are actually closing.
KPI
Automation rate
How much of the workflow is being handled by rules and agents instead of manual effort.
Related use cases
Explore adjacent workflows
Intake & Triage
Capture inbound work from fax, email, forms, and other channels, classify it, and route it to the right team and queue.
Prior Auth & Payer Ops
Handle benefits checks, prior auth submissions, payer portal submissions, status follow-up, and renewals.
Referral Management
Centralize inbound and outbound referral work, track status, request missing information, and move patients forward.
Frequently Asked Questions
What metrics does Calvient surface for operational leadership? +
Calvient tracks volume, cycle time, queue depth, and completion rates across workflows such as referrals, prior authorizations, and records. Leaders see where work is moving and where it is stalling without needing to pull reports from multiple systems.
How does SLA monitoring work and what triggers an alert? +
Calvient tracks time elapsed for each work item against configured SLA thresholds. When an item approaches or exceeds its threshold, it is flagged in the leadership view and can trigger escalation to a manager queue.
How is performance data presented, and who has access to it? +
Performance data is presented in Calvient's operational dashboard. Access is role-based, so leaders see aggregate views while team leads can see queue-level detail. Specific access configurations are set during implementation.
Can reports be exported or integrated into existing dashboards? +
Calvient supports data export for use in external reporting tools. Integration with existing dashboards depends on the tooling in use and is scoped during implementation.