Chesapeake Medical Imaging (CMI) is a physician-owned radiology group serving patients across 12 sites in Maryland. Known for speed and service, their team built strong referral loyalty over two decades but the volume and complexity of imaging orders made it harder to keep up. Staff were buried in paperwork, faxes, and portal logins just to schedule one patient.
To streamline operations and preserve staff capacity, CMI partnered with ScriptSender and Infinx Healthcare. ScriptSender automated intake from over 100 referring providers. Infinx then initiated prior authorizations using AI, payer-specific logic, and real-time integration with CMI’s RIS. The result: fewer delays, more capacity, and improved provider and patient satisfaction.
“This isn’t just automation. It’s acceleration. We grew 20% without growing our team. Without ScriptSender and Infinx, that wouldn’t have been possible.”
—Tom Marshall,
Chief Mktg. & Business Devt. Officer, CMI
THE CHALLENGE
Manual intake and scattered auth processes limited growth
CMI’s scheduling and auth team were stuck in a manual maze. Faxed orders arrived from over 100 referring providers in inconsistent formats. Staff had to scan, print, and rekey information by hand, then track down missing clinical details or call payers directly. The team couldn’t see auth status at a glance, and delays were common. Prior authorizations were handled reactively and by the time the order reached scheduling, it was often already late. Volume growth meant more rework, longer turnaround, and constant fire drills.
- Inconsistent order formats from referring providers
- Manual submissions delayed scheduling
- No centralized tracking or reporting
- Prior auths were reactive, not proactive
“We were growing fast, but stuck in slow, manual processes. It was clear we couldn’t scale with the systems we had.” —Tom Marshall
THE SOLUTION
Real-time intake and AI-driven prior auth automation
CMI used ScriptSender to digitize orders and Infinx to automate prior authorizations. The entire process from referral to auth approval became streamlined and scalable.
- Orders flowed directly into the RIS, authorizations kicked off instantly, and scheduling could begin in hours, not days.
- Structured, digital orders replaced faxes
- Auths initiated and submitted in real time
- Live status fed into CMI’s RIS
- Payer-specific rules routed exceptions automatically
“Infinx gave us the ability to grow without burning out our staff. That’s made all the difference.”
—Kristen, Prior Authorization Lead
THE RESULTS
Scalable growth without growing staff
The impact was immediate. Automation allowed CMI to triple prior auth volume while keeping staffing flat. Staff time was reallocated, turnaround improved, and referring offices received faster responses.
Tripled auth volume with no new hires
Monthly authorizations grew from 800 to 2,200, but the team remained the same size. Infinx absorbed the volume with real-time routing and fewer manual steps.
“Before Infinx, we were drowning in paperwork. Now, our workflows are predictable, and our team is energized—not overwhelmed.”
—Kristen
Faster scheduling with digital intake
Orders from 100+ referring providers are now received digitally, eliminating delays. ScriptSender routed them into the RIS instantly, and Infinx began auth workflows within minutes.
“Our referring offices noticed the improvement immediately.”
Staff time protected
Front-office burden dropped significantly. Status checks, manual follow-ups, and portal logins were replaced with automation and real-time updates.
“We didn’t just save time. We gained time to support patients better.”
Custom configurations
Infinx built payer-specific logic and flexible exception workflows that worked for CMI’s imaging team. This was not a one-size-fits-all setup.
IMPACT AT A GLANCE
From bottlenecks to scalable, automated growth
| Metric | Before | After |
|---|---|---|
| Monthly Prior Auth Volume | 800 | 2,200 |
| Additional staff needed | 1–2 full-time hires w/o automation | 0 w/automation |
| Turnaround time | Days | Hours |
| Authorization visibility | Manual | Real-time in RIS |
CMI scaled operations without hiring more staff, handling a 175% increase in prior authorization volume through digital intake and intelligent automation.
By modernizing intake and authorization, CMI reduced delays, protected staff time, and improved provider satisfaction and continues to collaborate with ScriptSender and Infinx to expand automation across service lines.
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