Orchestrate patient acquisition, referral growth and retention with automated, audit-ready workflows designed for HIPAA, consent and PHI-safe messaging.
Why it matters
Benefits
Build workflows that enforce channel rules and consent capture – e.g., SMS only for opted-in patients, email for non-PHI education, and secure portals for sensitive content. This reduces compliance risk while still enabling timely outreach.
Automate intake steps – lead capture, eligibility prompts, call center tasks, scheduling links and reminders – so inquiries from service line campaigns (orthopedics, cardiology, women’s health) are followed up within minutes, not days.
Standardize referral workflows – referral receipt, missing-info requests, status updates and referral source communications – so liaisons and clinic staff can grow referral volume without manual chasing.
Add approval steps, templates and version control for patient-facing content. Keep an audit trail of what was sent, when and under what consent – critical for internal reviews and regulatory readiness.
Use cases
Challenge
A cardiology campaign generates leads, but patients wait hours for a call back. Many book elsewhere, and the team cannot prove response times by clinic or location.
Solution
Use the workflow builder to trigger instant routing based on location, payer and service line – create tasks for the call center, send compliant confirmation messages, and escalate if no contact is made within a set SLA. Track conversion by clinic, provider group and campaign.
Challenge
Referrals arrive via fax, portal and EHR messages. Missing orders, insurance info or clinical notes cause back-and-forth and delayed scheduling, frustrating referring providers and patients.
Solution
Create a referral workflow with standardized intake checklists, automated requests for missing items, and status notifications to referring offices. Add conditional branches for imaging prior auth, specialty triage and urgent referrals.
Challenge
Population health teams need to remind eligible patients about mammograms, colon cancer screening or annual wellness visits, but consent status varies and messaging must avoid PHI in unsecured channels.
Solution
Build segmented workflows that check consent and preferred communication method, send education-only messages via email, route PHI-sensitive details to secure channels, and trigger follow-up tasks for care coordinators when patients need assistance scheduling.
More industries
FAQ
It supports HIPAA-aligned processes by enforcing role-based access, separating PHI-safe vs non-PHI messaging, and requiring approvals before patient-facing content goes live. Workflows can route sensitive communications to secure channels, log actions for auditability, and ensure consent is captured and honored at each step.
Yes. Acquisition workflows can manage lead capture, call center follow-up and scheduling for service lines. Retention workflows can automate post-visit follow-ups, education sequences, preventive care reminders and re-engagement for patients who lapse in care – all with consent-aware routing.
Leakage often happens when follow-up is slow or inconsistent. A workflow builder creates SLAs, automatic task assignment, reminders and escalations so every inquiry is contacted quickly. It also standardizes handoffs between marketing, access center and clinics, making it easier to measure response time and appointment conversion by campaign and location.
Common priorities include CRM and call center tools, scheduling systems, patient portals, analytics, and – where appropriate – EHR connectivity for non-marketing operational triggers. Even without deep EHR integration, workflows can still automate intake, routing, approvals, consent management and reporting using web forms, secure messaging and task queues.
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