Healthcare · EHR Operations
Clinical Teams Get Time Back as 80% of Requests Route Themselves
A US health system running Epic, Cerner and Meditech handled Electronic Health Record (EHR) intake by hand across roughly 10,000 requests a year. We brought every request onto one ServiceNow platform, where Generative AI (GenAI) screens and routes it. 80% now route automatically, giving staff back an estimated $70K to $100K a year in time.
$70K-100KEstimated staff time released each year
90%More cross-platform throughput80%EHR requests auto-routedThe Challenge
Request intake was split across legacy tools, spreadsheets and disconnected systems. There was no shared view across Epic, Cerner and Meditech, and several of those platforms were nearing end of life. Every EHR request was triaged and routed by hand, roughly 10,000 a year, each taking 8 to 10 minutes of manual triage. The work was slow and costly. Time that should have gone to patient-facing priorities went to duplicate effort and inconsistent routing instead. The aging platforms made the fix urgent: every month intake stayed manual was another month of running several systems near end of life.
What We Did
We started by bringing every EHR request onto one ServiceNow platform, so intake had a single front door instead of three legacy systems. That gave the health system one shared view of volume and bottlenecks across Epic, Cerner and Meditech for the first time. We then used GenAI to screen each request and route it to the right team automatically, rather than by hand. Alongside that, we verified and certified the data before migration, so only clean records moved off the aging systems and the new platform started audit ready.
The Solution
One ServiceNow platform takes in every EHR request. GenAI screens it and sends it to the right team, with 80% routed automatically. Staff see one shared view of volume and bottlenecks, and the data behind it is clean and audit ready.
The Outcome
80% of EHR requests now route automatically. Cross-platform throughput is up 90% and duplicate entries are down 30%. That gives the intake team back 1,300 to 1,700 hours a year, an estimated $70K to $100K of staff time. Those hours were going to manual triage and duplicate entry. They now go to patient-facing priorities instead. Consolidating onto one platform also retires the risk of running several end-of-life systems.
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Running record intake across aging platforms with staff triaging every request?
Noblq runs ServiceNow as a service, not a project. We take ownership of the platform, keep it healthy, and keep extending it as your business changes, with the same team after go-live as before it. You get a partner who knows the estate, not a handover document.