KeenStack Introduces AI-Driven Healthcare Referral Management Solution on ServiceNow
Date: August 27, 2025
Location: Chandler, Arizona
KeenStack, a professional services consulting firm specializing in ServiceNow optimization, has launched a new AI-powered Healthcare Referral Management Solution. Built on the ServiceNow AI Platform, this system streamlines the entire referral process—intake, validation, and routing—to reduce delays, improve handoffs, and speed up patient access to care.
By automating tracking and leveraging intelligent routing alongside shared workflows, the solution enhances operational efficiency and strengthens collaboration between providers. It also provides actionable analytics that highlight referral trends, empowering healthcare organizations to make informed operational decisions.
Addressing Referral Challenges in Healthcare
More than half of healthcare referrals fall outside the provider network, leading to significant revenue loss and reduced patient satisfaction. Traditional referral methods like fax and email contribute to delays and low appointment conversion rates.
Thiru Thangarathinam, KeenStack’s founder and CEO, explains, “Our AI-powered solution targets these issues by cutting patient wait times, improving care quality, and supporting growth for healthcare providers.”
Key Features of the KeenStack Healthcare Referral Management Solution
- Automated Intake and Routing: Efficiently manages referrals from Federally Qualified Health Centers (FQHCs), community clinics, and private practices with automated channels.
- Intelligent Document Processing: Uses Document Intelligence to extract and organize referral information from scanned documents, emails, and faxes, minimizing manual input.
- Enhanced Provider Coordination: Facilitates communication with external providers through workflow tracking, real-time updates, and automated follow-ups.
- AI-Powered Referral Orchestration: Employs KeenStack’s 'Now Assist' referral skill to validate referral completeness, check eligibility, and route referrals efficiently for scheduling, clinical review, or prior authorization.
- Analytics & Insights: Provides predictive analytics to monitor key performance indicators, identify bottlenecks, and prioritize urgent cases for quicker patient care.
Benefits for Healthcare Management
Referral breakdowns cause millions in lost revenue and degrade patient experience. By streamlining referral intake and automating triage, KeenStack’s solution reduces patient leakage and shortens cycle times. This leads to tangible financial and operational improvements for healthcare providers.
Embedding AI directly into workflows allows care teams to respond faster—whether routing for clinical review, scheduling, or obtaining prior authorization. The outcome is a more connected and responsive referral process that keeps patients within the network and ensures timely care delivery.
Partnership and Industry Impact
Michael Park, Senior Vice President of Global Partnerships and Channels at ServiceNow, highlights the importance of trusted partnerships in scaling AI across healthcare operations. He states, “KeenStack’s solution demonstrates how domain expertise combined with a purpose-built AI platform can accelerate enterprise transformation.”
This collaboration showcases how customizable AI capabilities on ServiceNow can integrate data and workflows to improve healthcare referral management significantly.
About KeenStack
KeenStack specializes in implementing and optimizing ServiceNow platforms to improve workflows, operational efficiency, and digital transformation for healthcare and other industries. Their strategic guidance and technical expertise help organizations maximize their ServiceNow investments.
Learn more about KeenStack at www.keenstack.com.
Your membership also unlocks:
