New ortho referral
Order present • Imaging missing
Workflow Use Case
Referral Management
Manage referral intake, completeness, communication, status updates, and scheduling from one centralized workflow.
One workflow for inbound and outbound referrals
Missing information chased automatically
Status and provider communication stay visible end to end
Operational picture
Closed-loop referral execution
Referral work moves from intake to completeness review, scheduling, status follow-up, and provider updates in one queue.
Signals
Referral fax
Provider message
Patient follow-up
Outbound consult
Specialist selected
Ready to schedule
Insurance checked • Patient contacted
Packet completeness check
Status follow-up cadence
Provider update messages
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
Referral intake without scattered handoffs
Capture referral packets, provider communications, and patient follow-up in one place instead of across fax, phone, and spreadsheets.
Checklist
Completeness and readiness management
Verify orders, demographics, insurance, and required documents before the case is allowed to advance.
Tasks
Communication and missing-info resolution
Trigger follow-up messages to providers or patients when records, authorizations, or answers are still missing.
Status view
Closed-loop tracking through completion
Track whether the referral is new, incomplete, ready to schedule, scheduled, completed, or still waiting on an outside party.
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
Intake the referral packet
Referral documents arrive by fax, portal, email, or upload and land in a shared workflow queue.
The case is visible immediately, not stranded in someone’s inbox.
02
Validate completeness
Check for orders, diagnosis context, demographics, insurance, and any specialty-specific requirements.
The team knows what is missing before wasting scheduling effort.
03
Drive communication and scheduling
Chase missing information, update referring offices, and move ready referrals toward scheduling or outbound coordination.
The next action is always clear and owned.
04
Track status through closure
Maintain referral status, provider updates, and consult-note return tracking until the loop is closed.
Patients and referring teams do not disappear into status blind spots.
What operators see
Product views that move the workflow forward
These are the working surfaces that keep the queue understandable, actionable, and measurable.
Inbox
Referral queue with completeness signals
Coordinators see referral type, patient context, missing artifacts, and the next route before they touch the case.
Cardiology referral
Needs echo report before scheduling
GI outbound referral
Packet ready to send
Neurology consult
Waiting on patient response
- Referral source and specialty
- Missing-doc flags up front
- Suggested next status
Tasks
Referral timeline and work ownership
The queue shows who owns the case, what is waiting, and which communication needs to happen next.
Request imaging records
Fax + call cadence active
Schedule new consult
Patient text sent
Consult note chase
Outside office overdue
- Provider outreach tasks
- Patient scheduling follow-up
- Consult-note return tracking
Reporting
Turnaround and leakage visibility
Leaders can see where referrals stall, which sources send incomplete packets, and where conversion drops.
Inbound referrals
Fastest turnaround this week
Outbound coordination
Most missing records follow-up
Consult note returns
Biggest leakage risk
- Days to first action
- Scheduled conversion rate
- Leakage and status aging
Workflow Views In Product
In Product
Referral queue view
Queue view with completeness tags, owner, and next status.
In Product
Referral timeline
Case history showing provider outreach, patient outreach, and closure state.
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.
Referral completeness checker
Compares each packet against your referral requirements before the case gets scheduled or advanced.
Trigger
New inbound or outbound referral packet
Actions
- Check required order and document set
- Flag what is missing
- Create targeted follow-up tasks
Handoff
Returns the case to coordinators only when exceptions need human judgment.
Referral status follow-up agent
Runs recurring status checks so coordinators are not manually rechecking the same cases all day.
Trigger
Cases that are waiting on scheduling, consult notes, or outside-provider action
Actions
- Send follow-up messages
- Log status changes
- Advance or re-queue based on reply
Handoff
Escalates only when the referral is aging out or blocked.
Provider update agent
Keeps referring offices informed at key milestones without manual status emails or calls for every case.
Trigger
Milestone changes such as scheduled, incomplete, or completed
Actions
- Send provider-facing updates
- Attach status reason
- Record the communication in the case history
Handoff
Routes high-friction provider communication to the coordinator managing the case.
Operational channels
The workflow moves across multiple channels without losing state
Referral work spans inbound packets, outbound coordination, patient follow-up, and outside-provider communication.
Fax
Text
Phone
Browser
Forms
EHR / integrations
Fax
Inbound referral packets, outside records, and consult-note returns
Text
Patient outreach for scheduling and missing intake steps
Phone
Provider offices, patient callbacks, and unresolved referral status checks
Browser
Portal status review or specialist coordination where no API exists
Forms
Referral request forms, uploads, and patient-submitted documents
EHR / integrations
Chart context, scheduling handoff, and referral filing
Teams that use this
Deployment usually spans more than one team
Most organizations split referral work across intake, access, and follow-up. This page is designed to keep all three looking at the same operating state.
Referral Coordinators
Front Office
Access Center
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
Referral turnaround time
How long referrals take from receipt to meaningful progress or closure.
KPI
Days to first action
How quickly a new referral gets worked after it arrives.
KPI
Scheduled conversion rate
How many workable referrals reach the scheduled state.
KPI
Referral leakage
How many referrals stall, disappear, or fail to close the loop.
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 workflow.
Prior Auth & Payer Ops
Handle benefits checks, prior auth submissions, payer portal work, status follow-up, and renewals.
Scheduling & Patient Readiness
Prepare patients before visits with reminders, paperwork, insurance updates, and appointment coordination.