Problem Statement

When a provider places an order for a service the patient never schedules, staff don't simply abandon it; the patient is contacted to get the service scheduled. Those outreach attempts run through Marketing Cloud, but once they're exhausted with no response, the order has nowhere to go and lingers active in the workqueue. At that point the patient still has to be formally notified that the order is being closed, and the order removed, so closing it properly isn't just deleting a stale entry; it requires generating the notification before clearing the order. Doing that manually for every exhausted-outreach order is repetitive and easy to defer.

Automation Solution

This automation identifies active unscheduled orders in Epic workqueues where Marketing Cloud patient outreach has been exhausted, generates a patient notification letter in Epic, and removes the order from the workqueue.