Referral & Enquiry Triage

Q: Will the automation assign the right clinician every time?

The system matches clients to clinicians based on specialisation and availability rules you define. Edge cases or complex matches can be flagged for manual review before assignment.

Q: What happens to referrals already in our spreadsheets?

Existing referral data can be imported into the automation system during setup. Historical records remain accessible and are not overwritten.

Q: How do referrers know their referral was received?

Confirmation emails are sent automatically to referrers within minutes of referral receipt, including the assigned clinician's name and contact details.

Q: Can we still manually override an assignment if needed?

Yes, staff can review and override any assignment before the welcome email is sent to the client. The system flags high-confidence matches and allows manual intervention for exceptions.

Every new enquiry reaches the right clinician within minutes, not days, without a receptionist playing phone tag.

473 hrs

Manual time identified

Companies have mapped

Map This Automation

About This Automation

Referral triage involves receiving incoming referrals via email, phone, or web form, then manually extracting client details, matching them to suitable clinicians, and notifying all parties.

Automated triage reads referrals instantly, extracts client and clinical information, matches clients to the best available clinician based on specialisation and capacity, and sends confirmations to referrers and welcome messages to clients.

Key features:

Extract client details and clinical information automatically from emails, web forms, and phone logs

Match clients to clinicians based on specialisation and real-time availability

Send confirmation emails to referrers and welcome messages to clients instantly

Create referral records in your practice management system with no manual data entry

Notify assigned clinicians of new referrals through your team communication tool

Data insights How it works Apps used What you get FAQ

Top friction points when done manually

The issues teams report most often with this process

#	Friction point	Companies Report This
1	Manual data extraction errors Staff manually type client details from referrals into spreadsheets, introducing typos and inconsistencies.	80%
2	Clinician availability gaps Checking multiple clinician calendars and availability notes is time-consuming and prone to outdated information.	67%
3	Specialisation matching delays Staff must review clinician profiles repeatedly to find qualified matches for each referral.	53%
4	Slow referrer communication Confirmation emails are composed and sent manually, delaying referrer feedback by hours or days.	40%
5	Duplicate CRM entries Manual logging into practice management systems creates duplicate or incomplete referral records.	26%

Disclaimer

Automation readiness

How well-suited this process is for automation

Process Pain Score™

9.2/ 10

AI Fit Rating™

9.2/ 10

Automation Lift Index™

8.9/ 10

Hidden Overhead™

7.1/ 10

How The Automation Works

The full workflow, from trigger to completion.

1. Referral or enquiry receivedtrigger

Email arrives, web form submitted, or phone enquiry logged. Automation is triggered immediately.

2. Extract referral details

The automation reads the email or form, extracts client name, contact details, presenting issue, urgency, and any clinical notes. Structured data is prepared for matching.

3. Match to clinician

The automation compares the client's needs against clinician specialisations and current availability stored. The best-fit clinician is identified.

4. Create referral record

Referral details and assigned clinician are logged as a new contact and deal for tracking and follow-up.

5. Send confirmation to referrer

Automated email is sent to the referrer confirming receipt, the assigned clinician, and expected next steps.

6. Send welcome to client

Automated email is sent to the client with the clinician's name, contact details, and onboarding instructions.

7. Notify clinician

Clinician receives a message with the referral summary, client contact details, and a link.

Most popular tool stack used

— the complete tool combinations companies use

52% of companies

28% of companies

15% of companies

Disclaimer

What you get when you map this process

Everything you need to understand, plan, and build your automation.

ROI and business case

What this process costs today and what changes once it's automated.

Launch schedule

What gets built, in what order, and what success looks like once it's live.

Process runbook

How the automation runs day to day, including exceptions and human decision points.

Developer handover pack

Full build spec, logic, and configuration — ready to hand off without a briefing call.

Integration and connections guide

Every tool connection, credential, and data mapping the build needs.

Test and QA plan

28 hrsIdentified

4Mapped

View

Frequently asked questions

Everything you need to know before mapping this process.

What types of referrals can the automation handle?

The automation accepts referrals from email, web forms, and phone logs, extracting client details and clinical information from all sources. It works with any referral format your practice currently receives.

Will the automation assign the right clinician every time?

What happens to referrals already in our spreadsheets?

How do referrers know their referral was received?

Can we still manually override an assignment if needed?

View more FAQs

Process pain:9.2/10

Mapped by:11 Companies

Map this to your business to get your exact numbers.

Map This Automation

No credit card required. It's free.

Page updated 10 August 2026