SOL Mental Health
Referral Outreach Cut From Up to an Hour to Under a Minute, With Zero Manual Entry
A fast-growing, multi-location behavioral health MSO automated referral intake across five locations with Documo Intelligent Document Processing. Every referral now becomes a Salesforce lead on its own, automated patient outreach starts within a minute, and the patient access team spends its time on patients instead of paperwork.
At a Glance
From Referral Fax to Patient Outreach in Under a Minute
What changed once every inbound referral was classified, extracted and turned into a Salesforce lead automatically.
To First Patient Outreach
Automated outreach starts within a minute of a referral arriving, at any hour. It used to take 30 to 60 minutes.
Manual Referral Entry
Down from 5 to 10 minutes of retyping for every referral.
Classification Accuracy
Achieved after tuning the model on SOL Mental Health's own documents.
Staff Moved to Outreach
Team members shifted from fax entry to patient outreach and inbound calls.
In a 60-document audit, zero extraction errors across all 17 custom fields.
Multi-Location MSO
One Intake Process for Every Location
SOL Mental Health operates outpatient psychiatry and psychology practices across Colorado, New York, Maryland, Virginia and Washington, DC. Referrals for every location arrive by fax and are handled by one centralized patient access team.
With Documo, every referral follows the same standardized path, no matter which location it’s for: classified, extracted into the same 17 custom fields, and turned into a Salesforce lead the same way. That gives leadership one consistent view of referrals across the whole organization.
Standardized Across Sites
Every location's referrals run through the same automated workflow and land in Salesforce with the same fields.
Centralized, Not Duplicated
One patient access team serves every location, without each site building its own intake process.
Scales With New Locations
Adding referral volume no longer means adding headcount at the same rate, so SOL Mental Health can open and grow locations without rebuilding intake.
They Came Looking for Intake Automation
SOL Mental Health went to market for a partner that could automate data extraction from inbound referrals. Their previous vendor couldn't.
Real Data Extraction
Their previous platform had limited extraction, so every referral was read and retyped by hand. Documo pulls out the fields SOL Mental Health needs automatically.
Built Around Their Workflow
17 custom extraction fields and custom Salesforce fields capture the information SOL Mental Health values most, on top of Documo's standard set.
Hands-On Model Tuning
Documo's implementation and engineering teams tuned the classification model on SOL Mental Health's documents, using SOL Mental Health's own review feedback, until accuracy passed 99%.
Finding a vendor who is tech-forward and highly customer-oriented is critical for automating an operational workflow. Especially among fax vendors, both aren't common, but both are essential for success.
Jordan Allen
VP of Strategy and Operations, SOL Mental Health
What's Documo IDP?
Every Inbound Referral, Sorted and Ready to Act On
Documo’s Intelligent Document Processing categorizes each inbound document, separating referrals from insurance paperwork, medication requests and other document types. It then extracts the data staff used to enter by hand.
That removes two burdens at once. Staff no longer open every document to work out what it is, and they no longer retype each referral. The patient access team’s time goes to the judgment calls that still need a person.
Built For Growth
More Time for Patients, Less Time on Paperwork
Moving to an AI-driven process raised little internal hesitation at SOL Mental Health. With the company growing quickly, automation was a clear way to give people their time back.
Team members moved from repetitive data entry to higher-value work: reaching patients and getting them scheduled for care.
What Would Manual Referral Entry Cost Your Team?
staff hours a month spent retyping referrals
full workdays a month that could go to patient outreach
Turn Inbound Referrals Into Faster Patient Care
Before and After
What Changed for the Patient Access Team
30 to 60 min
Referral fax arrives on a platform with limited extraction.
A team member opens and reads it.
They retype the details into a web form (5 to 10 minutes).
The form creates a Salesforce lead.
The lead waits behind queue and staffing constraints.
The patient finally hears from SOL Mental Health.
Every new referral needed more hands. Growth meant hiring.
Under 1 min
No one opens a fax just to work out what it is.
No one retypes referral details into a form.
Patients contacted without queue delays.
Staff step in only where judgment is needed. See each step below.
From Referral Fax to Salesforce Lead, With No One in Between
The biggest change for SOL Mental Health is that referrals now become Salesforce leads on their own. When Documo classifies a document as a referral, a webhook sends the extracted data to a workflow orchestration platform that sits between Documo and Salesforce. It creates the lead, fills in SOL Mental Health’s custom fields and starts outreach to the patient, with no manual step.
Because every referral lands in Salesforce with the same fields, SOL Mental Health can now see exactly where referrals succeed or stall.
The Salesforce Integration
Referrals for every location arrive by fax alongside insurance paperwork, medication requests and other documents, and all of them land in Documo.
Documo's classification model identifies each document's type and separates referrals from everything else, so no one opens a fax just to work out what it is.
Documo extracts the referral details staff used to retype: 17 custom fields SOL Mental Health relies on plus Documo's standard set. A 60-document audit found zero extraction errors.
When Documo classifies a document as a referral, a webhook sends the extracted data to the workflow orchestration platform that sits between Documo and Salesforce.
The orchestration platform creates a new Salesforce lead and fills in SOL Mental Health's custom fields, the same way for every location.
Automated outreach to the patient starts within a minute of the referral arriving, at any hour. The patient access team follows up from there.
Why Speed Matters
In Behavioral Health, Patients Who Wait Often Don't Show
Reaching a referred patient quickly is more than a convenience. In a study of 5,901 patients referred to Johns Hopkins Bayview’s community psychiatry programs, the odds of a missed first appointment rose 12% for every day of delay. No-shows doubled from 12% for same-day appointments to 23% the next day.
For SOL Mental Health, contacting patients within a minute of the referral arriving means reaching them while they’re still ready to start care. It also lets the contact center take on more referrals without growing at the same rate.
Our Documo implementation specialist was helpful and a great partner. His proactive support in iterating and fine tuning the model based on our manual review and feedback helped us get to a 99% document categorization accuracy rate. He and the broader Documo engineering team were always very responsive whenever we had questions or feedback and always delivered a customer-centric experience throughout. I was impressed with the level of support and would recommend Documo to others who are looking for great partnership and customization for tech-forward healthcare fax implementations.
Questions About This Case Study
What results did SOL Mental Health achieve with Documo?
Automated patient outreach now starts in under a minute instead of 30 to 60 minutes, up to 98% faster. Manual referral entry dropped from 5 to 10 minutes per referral to zero, classification accuracy passed 99% after model tuning, a 60-document audit found zero extraction errors across all 17 custom fields, and 2 to 3 team members moved from fax entry to patient outreach and inbound calls.
Does Documo work with Salesforce?
Yes. At SOL Mental Health, when Documo classifies a document as a referral, a webhook sends the extracted data to a workflow orchestration platform that sits between Documo and Salesforce. That platform creates the Salesforce lead, fills in SOL Mental Health’s custom fields and starts outreach to the patient, with no manual step.
Does Documo work for multi-location MSOs?
Yes. SOL Mental Health runs outpatient practices across Colorado, New York, Maryland, Virginia and Washington, DC, with one centralized patient access team. Every referral follows the same path regardless of location: classified, extracted into the same 17 custom fields and turned into a Salesforce lead the same way.
How did implementation work?
The rollout took roughly one month. Referrals were still processed manually while Documo’s implementation and engineering teams tuned the classification model on SOL Mental Health’s own documents, using the team’s review feedback. Once accuracy passed 99%, SOL Mental Health switched on full automation.
What happens when IDP isn't sure what a document is?
Staff step in only where judgment is needed. Documents that need a person’s review go to the patient access team instead of being pushed straight into Salesforce, and during implementation SOL Mental Health’s review feedback was used to tune the model until classification accuracy passed 99%.
What is Documo Intelligent Document Processing?
Documo Intelligent Document Processing (IDP) reads inbound documents such as faxed referrals, identifies what each one is, extracts the data your team needs and routes it into your workflow. Staff stay in the loop for review and exceptions, so their time goes to the work that needs a person instead of retyping.
Why did SOL Mental Health choose Documo?
SOL Mental Health went to market specifically for a vendor that could automate data extraction from inbound referrals, which its previous vendor couldn’t do. It chose Documo for real classification and extraction, a workflow built around its own Salesforce fields and hands-on model tuning from Documo’s implementation and engineering teams.
Can Documo extract custom fields?
Yes. Documo extracts 17 custom fields that SOL Mental Health relies on, plus Documo’s standard field set. In a 60-document audit, Documo made zero extraction errors across all 17 custom fields.