Baylor Scott and White

About Baylor Scott & White Health

Baylor Scott & White Health (BSW) is one of the largest not-for-profit health systems in the U.S., serving patients across a 29,000-square-mile region in Central Texas. The organization is known for delivering comprehensive, high-quality care through a network of hospitals, specialty clinics, and physicians, anchored by medical education and research.

A vital part of their operation is the Physician Referral Network (PRN), which is tasked with coordinating patient appointments between providers to ensure timely access to care. However, their previous document process created significant friction in the referral experience.

The Challenge

Disjointed Fax Workflows Were Stalling Referrals and Losing Patient Info

Before implementing zPaper, BSW’s PRN relied heavily on manual, paper-based workflows supported by multiple fax systems, filing cabinets, and spreadsheets. Each day, the team received roughly 140 faxes, often riddled with problems:

• Missing patient info from referring offices

• No delivery confirmations were sent back to the referrer once scheduled

• Delayed or failed communication with providers

• Breakdowns in status tracking across teams

• Frequent fax system failures and paper-handling errors

Not only were patients falling through the cracks, but referring physicians lacked visibility—leading to frustration, inefficiencies, and gaps in care delivery.

Recognizing the need for faster, smarter communication, BSW adopted Salesforce and sought a native solution to automate their end-to-end referral document journey.

The Solution

zPaper + Salesforce: Automating the Referral Journey with Closed-Loop Communication

Baylor Scott & White chose zPaper’s zDocument360 platform to modernize their referral system and eliminate the fragmentation in their PRN workflows.

With zPaper in Place:

• Inbound faxes automatically generate referral records in Salesforce.

• Caller ID maps the incoming fax to the correct referring physician/practice.

• Referrals are routed instantly to the right scheduling agent based on fax number.

• Agents can split documents into multiple referrals, annotate cases, and send dynamic confirmations using auto-filled templates - all with zPaper.

Best of all, the system enables ongoing visibility for both internal teams and referring providers:

• Daily reports are sent back to the physicians' offices, showing each patient's referral status.

• Weekly dashboards provide BSW leaders with insight into referral volumes, backlog, and document status across the network.