Referral Management
A Salesforce Industries (Financial Services, Health Cloud) feature for tracking and managing referrals between parties, such as patient referrals between healthcare providers or client referrals between financial advisors.
Definition
A Salesforce Industries (Financial Services, Health Cloud) feature for tracking and managing referrals between parties, such as patient referrals between healthcare providers or client referrals between financial advisors.
In plain English
“Referral Management is a Salesforce Industries feature for tracking referrals between parties, like patient referrals between healthcare providers or client referrals between financial advisors. It handles the workflow and tracking that's unique to referral-based business relationships.”
Worked example
A regional medical group's referral coordinator receives an inbound referral for a cardiology consult via Health Cloud's Referral Management. The coordinator reviews the Referral record (source provider, specialty, insurance, urgency), matches it to an in-network specialist, triggers an outreach to the patient for scheduling, and logs the conversion back on the Referral when the appointment books. Leadership runs a Referral Management dashboard weekly to monitor referral lag, specialty mix, and conversion rates across the network.
Why Referral Management matters
Referral Management is a Salesforce Industries (Financial Services, Health Cloud) feature for tracking and managing referrals between parties, such as patient referrals between healthcare providers or client referrals between financial advisors. The feature handles the workflow of creating, routing, accepting, and tracking referrals through their lifecycle, with industry-specific data models and processes.
Referral-based relationships are central to many industries: healthcare depends on referrals between specialists, financial services relies on advisor-to-advisor referrals, and professional services often involves client referrals. Mature referral management goes beyond simple tracking to include workflow automation, outcome measurement, and relationship analytics that help identify the most valuable referral sources and partnerships.
How organizations use Referral Management
Uses Referral Management to track patient referrals between primary care and specialists.
Manages advisor-to-advisor referrals through Referral Management for their wealth business.
Tracks referral outcomes to identify the most valuable referral relationships.
Test your knowledge
Q1. What is Referral Management?
Q2. Which industries use it?
Q3. What should you measure?
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