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Referral Analytics Dashboards and Story for Leads and Opportunities
With referral dashboards designed for Lead and Opportunity records, and the related Maximize Referral Conversion story, providers can deliver timely care and a great new patient customer experience. Referral coordinators use the metrics they portray to uncover key insights into referral patterns. You can find top sources of referrals and learn if the provider system delivers care efficiently to new patients. You can also improve the patient experience by identifying process bottlenecks to eliminate.
Referrals by Age
KPIs in this dashboard help referral coordinators track referrals and increase conversions. Charts give at-a-glance insight into how efficiently patient referrals are being managed. See where patient referrals stand in the process and how long they’ve been in each stage of the process. Use the Days/Hours selector to adjust your time period. Filter referrals by status and duration in the process. Also view a breakdown of referrals according to insurance type, service type, and specialty. A table shows details about each patient referral, including its source, age, and insurance, service, and specialty type.
Referrals Efficiency
Use the KPIs in this dashboard to make sure that referral patients receive timely care. Provider organizations can use insights from the dashboard to understand where patient referrals spend time and make process improvements accordingly. From this dashboard, you can open the Patient Conversion page, which shows open patient referrals by status. This page also shows the distribution of patient referrals by stage and how long they’ve been in a stage. Use the Days/Hours selector to adjust your time period. You can also view the total number of patient referrals received and the percent that’s open. And view their average age and maximum and minimum ages. The details table shows each patient’s status in the process.
Open the Care Efficiency page to learn if new patients receive timely care. The page gives providers visibility into how quickly they book appointments for new patients. View patient referrals by status and the distribution of new patient stages, and how long patients have been in a stage. Use the Days/Hours selector to adjust your time period. You can also view the average time patients spend in each stage and the minimum and maximum times. Details show you each patient’s status and time in that stage.
Filter metrics by insurance type, specialty, priority, and other attributes to drill in to the underlying data.
Top Referrals
Referral coordinators get instant insights into the top sources of patient referrals. They can view sources by referring practitioners, organizations, and specialties. From this dashboard, you can open the Open Total page, which shows metrics such as:
- Total referrals received
- Number (#) of open referrals
- Average age (days) the referral has been open
- Maximum time (days) a referral has been open
- Minimum time (days) a referral has been open
Filter metrics according to whether the referral is in network or out of network, its priority, time, and other attributes. Use the Days/Hours selector to adjust your time period. Referral coordinators can apply filters and use Salesforce bulk actions to create a list of patients for follow-up. Other pages provide breakdowns of converted and rejected referrals. A table shows details about specific patient referrals.
Maximize Referral Conversion Story
Referral coordinators use this Einstein Discovery story to predict the likelihood of a referral patient converting into a patient. You can then focus on patient referrals more likely to convert into appointments instead of randomly contacting all referrals. In turn, you can be sure your efforts increase appointments and utilization while reducing network leakage.
The story shows you the likelihood of patient referral conversions according to the characteristics of the referring physician or organization and the patient being referred, such as the type of service or insurance, specialty, and priority of the referral.
Converted Patient (Embedded)
This dashboard is available from Opportunity (New Patient) pages after your admin embeds it in the Opportunity page layout. It gives referral coordinator insights into how quickly a provider can book appointments for a specific new patient in comparison to other new patients. They can then drive appropriate action to ensure new patients book appointments with providers as quickly as possible.
The dashboard shows a carousel of five cards. Click the arrows to move from one card to the next.
| Card | Description |
|---|---|
| Booking by specialty | Shows the percentage of new patients who booked appointments for the specialty and how that compares to bookings for all new patients. For example, say that a referral coordinator sees that the cardiovascular specialty has a high rate of booking while overall booking rate is low. They can then follow up with the new patient appointment booking. |
| Booking by service type | Shows the percentage of new patients who booked appointments for the service type and how that compares to bookings for all new patients. For example, say that a referral coordinator notices that the second opinion service type has a low rate of booking and overall booking is low. They can then focus on appointment bookings that happen more often. |
| Booking by insurance type | Shows the percentage of new patients who have booked appointments for the insurance type and compares that to booking for all new patients. For example, the referral coordinator notices a high booking rate for third-party insurance and a high overall rate as well. They can then shift their focus to booking insurance types with a low rate. |
| Is this new patient receiving enough attention? | Shows if you’re behind, ahead, or on target giving attention to a referral. Compares the number of activities you’ve performed for the referral and how it compares to others. For example, if status is Behind, the care coordinator hasn’t performed sufficient activities (email, call, and so on) to ensure conversion for the referral. |
| Is this patient booking appointments as expected? | Shows if the patient is ahead, behind, or on track by comparing the time it took to book an appointment to the average time for all patients. If the patient hasn’t booked an appointment, view the patient’s time in the process. Also see average appointment booking times by type of service and insurance type. |
Referral Patient (Embedded)
This dashboard is available from Lead (Referral) pages after your admin embeds it in the Lead page layout. It helps referral coordinators drive appropriate action to increase referral patient conversion rates and ensure that new patients receive timely care. You can view the referral process for a specific patient and compare it to referrals with similar attributes.
The dashboard shows a carousel of five cards. Click the arrows to move from one card to the next.
| Card | Description |
|---|---|
| Referral by specialty | Helps referral coordinators drive conversions by specialty. Shows the percentage of converted patient referrals for the specialty of the specific referral and compares that to overall conversion. For example, if you see that the cardiovascular specialty has high conversion despite low overall conversion, you can drive more cardiovascular referrals. |
| Referral by service type | Helps referral coordinators drive conversions by service type. Shows the percentage of patient referrals that have converted for the service type of the specific referral and compares that to the overall conversion percentage. For example, say that you see low rates for both 2d opinion service type and overall conversion. You can then focus on service type referrals that close more often. |
| Referral by insurance type | Helps referral coordinators drive conversions by insurance type. Shows the percentage of patient referrals that have converted for the insurance type of the specific referral and compares that to the overall conversion percentage. For example, if you see that third-party insurance has high conversion and the overall conversion is also high, you can drive more third-party insurance referrals. |
| Is this new patient receiving enough attention? | Determines if you’re behind, ahead, or on target giving attention to a referral. Compares the number of activities you’ve performed for the referral and how it compares to others. For example, if the status is flagged as Behind, the care coordinator hasn’t performed sufficient activities (email, call) to assure conversion for the referral. |
| Is this referral progressing as expected? | Shows if a referral is ahead, behind, or on track by comparing the time it took to convert the referral to the average time for conversions. If the referral hasn’t been converted, view its time in the conversion process. Also see average conversion referral times by type of service and insurance type. |
