ReferralMD Launches Automated Voice AI Agent to Reduce Referral Leakage

MT. PLEASANT, S.C. – ReferralMD announced the launch of its automated Voice AI Agent, a system designed to combat referral leakage in healthcare organizations. The agent proactively identifies at-risk referrals and contacts patients by phone to help them complete their care journey.

Referral leakage, where over 20% of inbound referrals fail to result in a completed appointment, poses a significant challenge for healthcare providers. ReferralMD's solution focuses on ensuring patients progress from referral through to completed care, not just to the point of scheduling.

The new AI agent utilizes referral workflow data to identify patients who may need additional assistance. It can automatically initiate phone outreach based on delays in referral progression, cancelled or missed appointments, and other workflow events indicating an increased risk of leakage.

"Scheduling an appointment is an important milestone, but it isn't the finish line," said Rick Hammer, Chief Product Officer at ReferralMD. "Our goal is to help healthcare organizations intervene when patients encounter barriers, before those barriers result in lost referrals or delayed care. Voice AI gives organizations the ability to do that proactively and at scale."

ReferralMD's automated voice agent supports configurable workflows that determine when and how it should contact a patient. It can assist with scheduling appointments, rescheduling cancelled visits, or identifying barriers in the referral workflow. The solution aims to shift from reactive follow-up to proactive intervention, reducing administrative burden.