AI-Assisted Provider Referral Management

The Problem

Physician liaisons have one of the most strategic yet challenging roles in healthcare. Liaisons must identify sources of referral leakage, strengthen existing partnerships, and explore new opportunities — all while juggling time-intensive manual actions.

Specifically, the problems include three significant issues:

• Monitoring the Entire Book of Business is Hard
  Tracking performance across multiple referral sources without missing any blind spots is overwhelming.
• Pinpointing Referral Leakage Causes Takes Time
  When referral volumes drop, there is little clarity as to why—was it affiliation changes, physician dissatisfaction, competition, or something else?
• Delayed Follow-Up
  Even if liaisons know what the problem is, following up isn't easy. It's filled with manual tasks, from writing emails to updating accounts in the CRM.

The Solution

AI isn't just for helping patients. It also helps physician liaisons work smarter, acting as a personal assistant, data analyst, and data architect, all-in-one.

Step 1: Monitoring Referral Activity

Agentforce checks referral volume across a liaison's accounts and networks. When it detects a dip, it takes immediate action. Agentforce creates a case and notifies the liaison. No more delays...Agentforce ensures that physician liaisons stay in the know.

Step 2: Building a Detailed Picture

Each notification links to a dashboard packed with information about the referral network, provider engagement levels, and opportunities to boost referral volume.

Liaisons can dig deeper by asking the Agentforce assistant to answer critical questions—like "What's behind the referral decline?" Armed with answers to these questions, liaisons can act – even without an analytics team behind them.

Step 3: Visualizing the Root Cause

Einstein analyzes large datasets within seconds to pinpoint exact issues, whether specific clinics, providers, or even individual doctors are causing the decline. The tool highlights referral historical volumes, patterns, and key areas that required intervention, saving hours of manual work.

Step 4: Turning Insights into Action

Here's the kicker—Agentforce helps close the loop faster. Once it identifies a root cause, Einstein doesn't leave liaisons hanging. It makes actionable recommendations, like drafting emails to reconnect with disengaged providers or suggesting follow-ups based on historical data.

Better yet? Einstein automates many of these tasks. For instance, if a physician changes affiliations, Einstein can update the account and recommend how to keep the relationship healthy.

Bottom Line: Interactions are data-driven, tasks take less time, and every result is measurable.

Conclusion

AI isn't just for patients anymore. With Agentforce, physician liaisons can stop dips in referral volume before they impact revenue.

With Agentforce's evolving AI capabilities, healthcare providers will keep building stronger referral networks, driving both short- and long-term growth.