ServiceNow Podcasts Healthcare Referral Management and the Power of AI with ServiceNow and KeenStack
Oct 27, 2025
Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadillo, SVP of Customer Success at KeenStack, share insights on transforming healthcare referral management. They tackle the issue of referral leakage and its financial implications for hospitals, highlighting the role of AI and automation in streamlining workflows. They discuss how ServiceNow's capabilities integrate with KeenStack to enhance patient care, while also addressing data challenges in electronic health records. Their vision for the future includes seamless orchestration across systems to improve efficiency.
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Episode notes
Referral Leakage Harms Hospital Revenue
- Referral leakage costs health systems significant revenue and must be a strategic focus.
- Reducing leakage preserves millions per 1% improvement and protects system financial health.
A Patient's 'Black Hole' Referral Story
- Elevsis Delgadillo shared her daughter's referral experience to show patient confusion after a referral.
- The story highlights how patients often face a 'black hole' waiting for scheduling, insurance, and follow-up.
Platform Power: Workflow Overhaul
- ServiceNow acts as a workflow automation engine to digitize manual healthcare processes.
- The HCLS data model lets partners like KeenStack build healthcare-specific solutions on the platform.