Accelerate Healthcare with AI-Powered Referral Management
Streamline, Collaborate, and Transform Patient Outcomes
Healthcare Referral Management, on ServiceNow
Healthcare organizations lose 55%-65% of patient referrals to out-of-network providers, causing revenue loss. Inefficient manual processes like faxes and emails mean only 54% of faxed referrals lead to appointments. Healthcare Referral Management on ServiceNow automates referrals, reduces leakage, improves communication, and ensures clear, complete referral information, enhancing efficiency, collaboration, and patient care.
Addressing Critical Referral Management Challenges
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Delayed Patient Care Access
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Fragmented Communication
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Operational Bottlenecks
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Data Silos Impacting Insights
Outdated, manual processes delay appointments and create care gaps. It’s more than a scheduling issue; 20% of malpractice claims are tied to missed or delayed diagnoses from breakdowns in hand-offs.
Disconnected systems and spotty HIPAA compliance make it easy for details to slip through the cracks. No wonder 63% of referring physicians are frustrated by the lack of timely updates post-referral.
Referral teams are stuck in time-consuming workflows, costing hours daily. The impact? 46% of patients don’t receive the care they need, and providers lose revenue that should’ve been captured.
Siloed data holds back predictive analytics and better decision-making. For health systems, that can mean 55–65% in revenue leakage each year, or up to $1.54M lost per employed PCP.
Revolutionizing Referral Management with Advanced Features
Scalable Infrastructure for Growth
Built on ServiceNow, our platform adapts to evolving needs, supporting increased referral volumes and new specialties with AI-powered workflows.
Intelligent Document Processing
Document Intelligence is used to extract and structure referral details from scanned documents, emails, and faxes, reducing manual work.
Integrated Communication Channels
Centralized dashboards and HIPAA-compliant messaging enable real-time collaboration, reducing delays and keeping referrals on track.
AI-Powered Referral Orchestration
Our proprietary Now Assist referral skill intelligently validates referral completeness, assesses alignment with against referral eligibility criteria, and automatically routes referral for scheduling, clinical review or prior authorization.
Referral Timeliness Metrics
Leverage predictive analytics to monitor KPIs, reduce bottlenecks, and prioritize urgent cases for faster patient care.
User-Centric
Design
Designed for healthcare stakeholders, our AI-driven platform empowers providers, coordinators, and patients with role-specific tools, ensuring seamless workflows and healthcare operational efficiency.
How It Works
Automate and
Validate
Digitize incoming referrals through fax, email, and scanned documents, ensuring complete, accurate data.
AI-Driven
Routing
Classify and validate referral details and Referral Eligibility Criteria, then auto-assign them to workflows for Prior Authorization or Scheduling. EHRs integration ensures the referral is recorded for clinical documentation, Compliance and Billing.
Track and
Communicate
Provide patients and providers with Amazon-style tracking of referral statuses to boost satisfaction and transparency.
Analyze and
Optimize
Use dynamic insights to continuously refine workflows, reduce leakage, and improve throughput.
Tailored Benefits for Every Role
Empowers referring providers with real-time insights into referral status, ensuring patients receive timely, high-quality care while drastically reducing administrative follow-up.
Delivers faster access to specialty care, clear and actionable communication about next steps, and the confidence of knowing their healthcare journey is seamlessly managed and expertly coordinated.
Streamlines workflows with a centralized dashboard, reducing manual tracking and preventing lost or delayed referrals. By prioritizing referrals efficiently, it saves time and improves care coordination.
Built on ServiceNow for Better Results
Built on the powerful ServiceNow platform, our solution integrates seamlessly with healthcare workflows while adding value to Patient Access and Revenue Cycle teams. Recognized as a Knowledge26 AI Innovation Zone Award Winner, our solution was selected as one of five honorees from across the ServiceNow partner ecosystem for its impact on healthcare automation and operational efficiency.
Frequently Asked Questions
What health systems want to know before automating their referral process.
What is AI-powered healthcare referral management, and why is it a growing priority for health systems right now?
AI-powered referral management on ServiceNow automates the referral process end to end, from intake through scheduling and prior authorization, so patients reach care faster and health systems keep more of that care in network. The urgency behind this is real: the referral management software market is projected to grow from 8.6 billion dollars in 2023 to 42.7 billion dollars by 2033, and today fewer than 35 percent of referrals result in a completed visit. Health systems that close that gap see faster access to care, stronger provider relationships, and revenue that used to walk out the door.
How much money does referral leakage cost health systems each year?
Referral leakage sends 55 to 65 percent of patient referrals to out-of-network providers every year, which can total up to 1.54 million dollars in lost revenue per employed primary care provider. Part of what drives that loss is a communication gap: 63 percent of referring physicians report frustration with the lack of timely updates once a referral leaves their office, which quietly erodes the loyalty that keeps referrals in network in the first place.
If our EHR already includes referral tools, why would we need a separate solution?
Your EHR is built to own the clinical record, not to orchestrate everything that happens around a referral. Most native EHR referral tools, including Epic, Oracle Health, and Altera Digital Health, handle order entry and basic scheduling but offer limited visibility once a referral leaves the network and weak reporting on where revenue is actually being lost. KeenStack’s solution runs on ServiceNow alongside your EHR, tracking every referral from intake to close, flagging leakage in real time, and giving coordinators one place to manage the handoffs your EHR was never designed to handle. Your EHR stays the system of record. ServiceNow becomes the system of action.
Does KeenStack's referral management solution integrate with our EHR?
Yes. KeenStack builds EHR integration using industry-standard FHIR APIs and HL7 v2 messaging through ServiceNow’s Integration Hub, matching whichever approach your existing systems already support. In practice, that means referral data can flow into your EHR for patient lookup, patient creation, and MRN assignment, so your EHR remains the source of truth for the clinical record while ServiceNow handles the operational work around it. Every integration is scoped to your specific EHR and interface engine, since no two health systems run the same combination of systems.
How does KeenStack use AI to process faxed and scanned referrals?
KeenStack’s Document Intelligence reads incoming faxes, emails, and scanned referrals and extracts the information your team used to type in by hand, including patient details, insurance information, and clinical notes. Once a referral is digitized, the system validates it for completeness and eligibility, then automatically routes it to scheduling, clinical review, or prior authorization. This matters because only 54 percent of faxed referrals lead to a scheduled appointment today, largely due to delays and errors built into manual data entry. Removing that manual step is one of the fastest ways to close that gap.
From Legacy to AI-Powered ITSM: Building a Compelling Business Case for ServiceNow
Take the Next Step Towards Smarter Referrals
Experience firsthand how our solution reduces delays, improves provider collaboration, and empowers patients with real-time information.