Referrals arrive by fax, portal, and email with half the answers missing. Clicks agents read every one, verify coverage with the payer or the claim with the carrier, and hand your team a patient who is ready to schedule.
A referral tells you a patient was sent to you. It does not tell you whether you can see them, whether the visit will be paid for, or how soon it needs to happen. A coordinator answers those questions one at a time, for every referral that comes in.
The coverage listed on the referral was accurate when it was written, which may have been three weeks ago.
Comp claims change adjusters without notice. The referral lists whoever was assigned at intake, so the name and number on it are often already dead ends.
A referral for a shoulder is worthless if the claim only authorizes the lumbar spine. Nobody finds out until the denial.
Wrong specialty, out of network, outside the catchment area. Screening happens after a coordinator has already worked the file.
Urgency is buried in the clinical note, so referrals get worked in the order they arrived rather than the order they matter.
Imaging, operative notes, the signed authorization. Each gap means another call to the referring office.
Referrals arrive verified instead of unread. By the time a coordinator opens one, coverage is confirmed, the claim and adjuster are current, the authorized body parts are checked, and a clean record is in your EHR. Every referral is worked the moment it lands, so a Monday backlog moves no slower than a quiet Tuesday.
Coordinators stop chasing answers and start booking patients. They touch only the referrals that need a person: the ones that fail your acceptance criteria, or where the claim and the referral disagree. Those come back flagged with the reason, so the shoulder referral against a lumbar-spine claim is caught before the visit, not after the denial.
Referral intake automation means receiving, reading, screening, and verifying an incoming referral without a coordinator doing it by hand. Clicks is not another piece of referral software for your team to log into. It is an agent that works your EHR, payer portals, and carrier portals directly, doing the same steps a coordinator would.
Clicks already runs orthopedic referral intake for provider groups across the US. The three most common workflows are: verifying workers' compensation and PIP referrals with the carrier, which means confirming the claim, identifying the adjuster, and checking which body parts are authorized; completing prior authorization packets and the state-specific forms each payer requires, such as the New Jersey APTP on personal injury protection claims; and capturing referrals from eFax and portals into the EHR with acceptance screening and urgency triage applied on arrival.
That is the case Clicks is strongest on. Orthopedic and spine practices carry a heavy workers' compensation and personal injury share, and those referrals are the ones that get written off: the claim has to be confirmed, the current adjuster found, and the authorized body parts checked before anyone schedules. A referral for a shoulder against a claim that only covers the lumbar spine is caught before the visit rather than after the denial. Pain management, physical therapy, and occupational medicine groups run the same workflow.
Yes. The agent works your EHR the way a coordinator does, so referrals are captured from eFax, portals, and email and written in as clean patient records. Epic, athenahealth, ModMed, NextGen Healthcare, and eClinicalWorks are all in scope, and so is any other system your team can log into. No integration project or data migration is required.
Yes. Clicks agents pull referrals from eFax, payer and carrier portals, and email, read the document, extract the clinical and demographic details, and write a clean record into the EHR. The same agent follows up with the referring office when imaging, operative notes, or a signed authorization is missing.
Yes, with any carrier or third-party administrator. The agent logs into whichever system holds the claim, Sedgwick, Gallagher Bassett, CorVel, The Hartford and Enlyte among them, to confirm the claim is active, identify the current adjuster and contact details, and confirm the authorized body parts and procedures. If your team can reach a carrier's portal, so can the agent.
There is no queue. Every referral is processed the moment it arrives, and the agent works as many at once as you send it, so a spike in volume does not slow anything down. Each referral is still screened against your acceptance criteria and labeled by clinical urgency so your team can see what needs attention first, and ineligible referrals are routed to staff as tasks. Your team sets the criteria and keeps every urgency override.
Not today. Clicks does operate voice agents, but patient outreach is not part of the referral intake workflow. The agent does the file work ahead of scheduling: reading the referral, verifying coverage and authorization, preparing the chart, and updating referring offices, adjusters, and employers. The patient conversation stays with your team.
Score one workflow against the Clicks automation framework to see whether it is a strong candidate for automation.
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