Keep care moving, from request to resolution
Appointments scheduled is not care delivered. Between the call and the encounter, referrals, prior authorizations, and medical records all need to move with speed, accuracy, and accountability.
Care Operations from VitalCX helps healthcare organizations keep critical workflows on track. GraceAI supports coordination, tracking and follow-up, while Experience Partners own the outcomes that help prevent stalled care, delayed revenue and missed opportunities.
The work VitalCX manages
Referral Management
Support for referral intake, status tracking, specialist follow-up, appointment conversion, leakage prevention, and closed-loop referral completion.
Prior Authorization
Support for authorization requirements, payer follow-up, clinical documentation coordination, status monitoring, and escalation when human judgment is needed.
Medical Records Coordination
Support for records requests, receipt tracking, missing information follow-up, and the documentation needed to keep care moving forward.
Where care operations break downCare operations break down when referrals stall, authorizations take too long, records arrive late or teams cannot see what is happening across the workflow.
These gaps can delay care, create leakage, increase denial risk, and put more administrative pressure on teams already managing too many manual handoffs.
How VitalCX helps
SolutionsGraceAI helps track referral status, monitor authorization progress, surface missing documentation, and identify care operations tasks that need attention.
Healthcare-trained operators manage exceptions, coordinate across teams and help move referrals, authorizations, and records toward completion.
Dashboards, QA and reporting help leaders see referral pipelines, authorization status, records activity, turnaround times, and opportunities for improvement.
Core capabilities
Closed-loop referral management
Referral intake and status tracking
At-risk referral identification
Referral phone line and email follow-ups
Prior authorization support
Payer follow-up and escalation
Medical records requests and receipt tracking
Missing documentation follow-up
Specialty coordination
Automated QA
Real-time care operations performance visibility
EHR integration
Improving outcomes
Care Operations outcomes are measured in completed referrals, shorter turnaround times, reduced backlog, stronger visibility, and fewer administrative gaps between request and resolution.
5 months → 0 months
Referral backlog eliminated
17,000/mo
Referrals processed
2 days
Referral turnaround time
96%
Quality-assurance average
Real challenges. Real results.
United Health Centers eliminated a five-month referral backlog and now processes approximately 17,000 referrals per month with a two-day turnaround and a 96% quality-assurance average.
See Success Stories
Let's talk about your care operations
Tell us where care gets stuck, from referral intake and prior authorization to records coordination and specialty follow-up. VitalCX helps close the loop and keep care moving.
