AUGMENT | Worker-Injury Referral Intake, Automated
Automated referral intake for worker-injury cases: document intake, scheduling, messaging, signed forms, and EHR sync
BACKGROUND
An occupational-health provider receives worker-injury referrals from employers, then coordinates scheduling, patient communication, intake forms, and EHR documentation across the referral lifecycle. Referral volume scales with employer relationships, and every referral touches the same staff.
THE OPPORTUNITY
Each referral required staff to extract information from the employer's document, book the appointment, chase the patient for forms, and re-key details into eClinicalWorks. That slowed time to care, consumed capacity that could not be redeployed, and capped how many injured workers the provider could move into treatment without hiring.
OUR APPROACH
Ajaia built Augment in five phases, validating extraction against real employer referrals before automating the flow end to end.
We traced the worker-injury referral path from the employer's document through scheduling, patient messaging, signed form collection, and EHR entry, marking every step that waited on a staff member and every point where information was re-entered. The map defined exactly what the automation had to carry and what it had to leave to a person.
Employer referral documents are the least controlled input in this workflow. They arrive in different formats, from different employers, with varying completeness. We tested extraction against a set of real referrals spanning that variation, scoring accuracy field by field on the details that determine the case: injury information, employer, patient identifiers, and authorization. Fields the system could not extract with confidence route to staff for confirmation instead of flowing through unverified. A referral is never booked on a guess.
Each referral now triggers one automated sequence: document intake, appointment booking, patient messaging, signed form collection, and EHR sync. Incomplete or ambiguous referrals route to staff with the missing element identified, so exception handling is part of the design rather than a fallback when automation fails. Patient messaging and e-signature collection were built with HIPAA-aligned handling and documented consent.
Ajaia built the automation and integrated it directly with eClinicalWorks, connecting to the EHR's check-in and appointment booking flows so referral data lands in the system of record without anyone re-keying it. Integration was tested against live scheduling conditions, including double-booking, cancellation, and reschedule scenarios, so the automation behaves correctly when the calendar does not cooperate.
The flow launched in production and was tuned against how referrals actually arrive rather than how the process looked on paper, adjusting extraction handling, message timing, and routing thresholds as real employer volume moved through it.
THE SOLUTION
Augment carries a worker-injury referral from the employer's document to a booked, signed, and synced case, with staff involved only where judgment is required.
RESULTS
Under 1 minute from employer referral to booked appointment
90% of eligible referrals processed through automated intake
Zero manual EHR re-keys
An employer sends a referral document and the case moves on its own. The appointment books, the patient is messaged, signed forms come back, and everything syncs to eClinicalWorks without a staff member coordinating a single step. What used to take a person working through a queue now completes in under a minute.
Ninety percent of eligible referrals run straight through. The remainder route to staff by design, flagged with what is missing, so incomplete referrals get attention faster than they did when every referral competed for the same queue.
Manual EHR re-keying is gone. Referral and check-in data flow to eClinicalWorks directly, which removes both the time cost of duplicate entry and the transcription errors that used to surface later as scheduling and billing problems.
The capacity effect is what matters to a growing provider. Hours that went to scheduling, chasing forms, and duplicate entry return to patient care, and referral volume can grow with employer relationships instead of with headcount. For an injured worker, the practical result is being scheduled the moment the employer sends the referral rather than whenever staff reached it.
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