Customer story · Healthcare operations
Referral intake that never loses a document
Verdant routed inbound referrals through a workflow with strict masking, cutting the time between a fax arriving and a scheduled appointment.
- Referrals lost to the backlog
- 0
- Less manual data entry
- 68%
- Faster to first appointment
- 1.9 days
The challenge
Referrals arrived as faxes, portal uploads and email attachments in inconsistent formats. Staff retyped patient details into the scheduling system, and a backlog of unreadable documents grew quietly in a shared folder.
The approach
- 01
Normalised every intake channel into one queue with a common document schema.
- 02
Masked identifying fields before any content reached an intelligence step.
- 03
Flagged illegible or incomplete documents immediately instead of at the end of the queue.
- 04
Wrote validated referrals directly into the scheduling system behind idempotency keys.
The outcome
Unreadable documents surface within minutes so staff can request a resend the same day. The retyping step disappeared, and the shared-folder backlog with it.
“The win was not speed. It was that a document can no longer sit somewhere nobody is looking.”
Sandra Bello — Director of Patient Access, Verdant Health
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Start with one process, like they did
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