Problem Statement

Referrals must be received, validated, and acted on before a specialist visit, because many payers require an authorized referral on file or the visit denies. When the call center reaches out to schedule a referred patient, those outreach attempts have to be logged on the order so referring practices can see the effort. Doing this by hand is enormous volume (well over a thousand records a day, about a minute each), and unlogged outreach erodes the visibility that sustains relationships with outside referring practices.

Automation Solution

This automation pulls patient outreach data from Epic and enters the outreach details into each corresponding order's call log in the Appointment Desk, so referring practices can see the outreach attempts being made.