Patient communications
Calls, voicemails, texts, and emails join the case automatically. Unmatched messages surface in triage for a quick review.
Referrals Command Center · For care navigation teams
Every referral.
The next step in motion.
Built for care navigation teams. Connect patient communications, provider coordination, and real-time eligibility in one workflow. Agent Dora moves routine work forward, so navigators can focus on the people who need them.
AI-powered execution. A team in control.
Agent DoraConnected workflow automation
Example workflow01 / 04Open referral
A reply becomes a next step.
Patient message
“Can you help me get my knee appointment scheduled?”Message matched to the open referral.
Agent Dora connects the conversation to the case and identifies the next action.
Case statusMessage matched
02 / 04Ready to coordinate
Coverage joins the conversation.
Eligibility response
Active coveragePayer response added to the case timeline.
The coverage result stays with the referral, ready for the team’s next step.
Case statusCoverage checked
03 / 04Scheduling
The practice gets what it needs.
Practice thread
Referral and care records, together.The provider’s reply joins the same case.
Agent Dora helps coordinate the referral, required information, and scheduling follow-up.
Case statusPractice connected
04 / 04Follow-through
Booked. And still connected.
Appointment confirmed
Your next step is scheduled.Patient confirmation and follow-up stay linked.
The case moves forward automatically. Your team can see what happened and what comes next.
Case statusAppointment confirmed
One case. Every handoff connected.
The work between the steps
A referral needs more than a handoff.
It needs a reply, a coverage check, the right records, a confirmed appointment, and someone making sure it all happens. The Command Center connects that work—and automates the routine steps that slow teams down.
Real-time eligibility
Check coverage with the payer, record the result, and recheck before a visit—all within the referral workflow.
Provider coordination
Connect navigators and practice teams in a shared thread, with records, questions, and scheduling details attached.
Agentic follow-through
Agent Dora reads case activity, identifies the next step, and helps carry out routine referral, scheduling, and coordination tasks.
Work that prioritizes itself
Cases move as messages are answered and visits are booked. Overdue tasks and unanswered replies stay visible.
A complete case history
Keep coverage, appointments, documents, and actions together, so another navigator can pick up exactly where the last one left off.
Open a case and the whole story is there.
One page holds the member, their coverage, every referral on the case, and every interaction the team has had about their care. A navigator picking up a colleague's case on day 27 sees exactly what the navigator on day one did.
CM
Corinne Mallory Needs you, 3 unread
Physical therapy, right knee. Tucson, AZ. Cedar Hollow Logistics. Age 52.
Agent Dora suggests 1 waiting
Call Corinne to confirm her Dec 3 physical therapy visit
Her visit moved from Nov 14 after she traveled. She has three unread texts asking about parking and whether her evaluation notes were sent. The post-visit check stays due after the new date.
Read the case 2 hours ago
To-dos 2 open
Reply to Corinne's texts about parking and notes
Message, due today
Check in after the Dec 3 visit and confirm remaining sessions
Call, Dec 4
Send evaluation notes to Summit Rehab
Done by Theo Barrand, Oct 29
Physical therapy, 3 visits Physical therapy
Summit Rehab & Sports PT, Tucson East clinic
Redemption code PTR-4KX-91B
DEC3
Visit Thursday, Dec 3, in 32 days
The visit is booked. Prep the member and confirm she is going.
List price$437.00
Who paysPlan
Documents 2Appointments 1Travel
Lifecycle
- RequestedOct 11
- AcceptedOct 11
- ScheduledDec 3
- Redeemed
- Closed
Physical therapy evaluation Physical therapy
Summit Rehab & Sports PT, Tucson East clinic
Redemption code PTE-7MQ-30D
OCT9
Care complete
The visit was redeemed Oct 9. Nothing left to do here.
List price$165.00
Who paysPlan
Documents 3Appointments 1
Lifecycle
- RequestedOct 4
- AcceptedOct 5
- ScheduledOct 6
- RedeemedOct 9
- ClosedOct 10
All
Fri, Oct 30
Visit moved to Dec 3 by Priya Halvorsen
Missed call from Corinne Mallory
Voicemail summary: Corinne asked where to park at the Tucson East clinic and whether her evaluation notes were sent ahead. Suggested next step: call back and confirm both.
Thu, Oct 29
Member is eligible with Northgate Benefit Admin automatic
Tue, Oct 13
Marisol Quint
@Theo Barrand Corinne is traveling for two weeks and will restart sessions when she's back. Please don't close the PT referral until the clinic confirms she's done. Internal
Interactive example. Names, providers, and identifiers are fictional.
A suggested next move
Agent Dora reads the case after every change and proposes one concrete action with its reasoning. One click turns it into a to-do.
Every referral tracked to the end
Each referral follows Requested, Accepted, Scheduled, Redeemed, Closed, with its redemption code, price, documents, and appointments attached.
Coverage checked with the payer
Eligibility is verified automatically and logged on the timeline. Recheck any time before a visit.
One timeline for the team
Calls, voicemails, emails, texts, and internal notes with @mentions sit together, newest first, filterable by channel or referral.
Calls and messages never fall through.
Phone calls, voicemails, emails, and provider replies come into the Command Center directly. Most attach themselves to the right case. Those that can’t be matched wait in a triage queue with a written summary, so a navigator can match or discard them in seconds.
Example communications with fictional patient and practice details.
Inbound triage
Calls and provider replies the automatic matching couldn't link to a case.
| Item | From | Received | Action |
|---|---|---|---|
| Missed call | (555) 018-4471 | 4 days ago | Match |
| Call Member left a voicemail asking for an urgent care X-ray referral for a toe injury. Gave a callback number starting 555-02. | (555) 021-9036 | 12 days ago | Match |
| Call Member asked whether she needs a referral before seeing a GI specialist at Lakeshore Medical Group. Navigator will confirm and call back. | (555) 037-5512 | 12 days ago | Match |
| Provider email Clearview Imaging sent a scheduling confirmation with no member name in the subject. | Clearview Imaging | 13 days ago | Match |
R
Practice threadRidgeline Surgical Partners
Request supportThe member can't see this thread
Oct 6, 11:35 AM
Patient needs an initial evaluation for an umbilical hernia. Primary care notes are attached. He's still scheduling an abdominal ultrasound and we'll keep you posted.
Oct 6, 12:01 PM
Thanks for the referral. The notes mention an ultrasound order, but the results aren't attached. Could you send that report when it's in?
Oct 20, 6:08 PM
Yes, we're waiting on the surgeon's office for a date and will send it as soon as we have it.
Message Ridgeline Surgical Partners
The board sorts itself
Start with the work
that needs you.
Each case sits in the first stage that needs attention. When a reply is sent or a visit gets booked, it moves forward automatically. No dragging cards. No chasing status updates.
Needs attention
Follow-up due
Check in with the member
Bring an overdue next step back into view.
Late · ReplyMove care forward
Ready for coordination
Connect the next appointment
Find care, place the referral, and get a date.
Refer · BookFollow through
Visit scheduled
Make sure care happens
Confirm attendance and finish the episode.
Redeem · Wrap upStay in view
On track
Keep the full picture
See what is waiting, on track, or complete.
Quiet · Nothing due · ClosedFilter by navigator, employer group, or date. Switch to a table view when you need the detail.
Built around the care team
Built for navigators.
Connected to everyone involved.
Less reconstructing.
More resolving.
See the next action, its context, and who owns it. Hand off cases with the history already attached.
Ready for the next
patient conversation.
Receive referral information, coverage details, and records together, with one place for coordination.
A clearer view
of care in progress.
Understand where referrals stand and which steps need attention while care is happening.
A few more details
Your questions, answered.
What does Agent Dora automate?
Agent Dora connects case activity with the next administrative step: organizing inbound communications, checking eligibility, drafting referrals, supporting scheduling, and coordinating follow-up. She also suggests actions with the context behind them, so navigators can review and act.
What stays with the navigation team?
Navigators review care options, handle exceptions, and manage the conversations that need a person. The Command Center supports administrative coordination; clinical decisions stay with the patient and their treating clinicians.
What happens when a call or message cannot be matched?
Unmatched calls, voicemails, and provider replies go to a triage queue with a written summary. A navigator can link the item to the right case so it becomes part of the shared history.
How does this work with CareNav Connect?
CareNav Connect helps teams find specialty care through network search and referral tools. Referrals Command Center brings the work around each referral together: communications, eligibility, practice coordination, scheduling, and follow-through.
How is eligibility kept in the workflow?
Eligibility checks are connected to the case and recorded in the activity timeline. Teams can see the latest coverage result and recheck with the payer before the visit.
A better way forward
Put your referral workflow in motion.
Bring us the handoffs that slow your team down. We’ll show you how patient communications, eligibility, and provider coordination come together.