Healthcare Intake Workflow

Context

The client operated a multi-location intake process where referrals, voicemail, web forms, and internal notes were all competing for attention. The team needed a faster first response without pushing sensitive decisions onto automation.

Challenge

Intake coordinators were jumping across channels, the same information was typed multiple times, and nurse review happened later than leadership wanted. The team needed a safer first-pass triage process and a more reliable handoff structure.

Solution

We mapped the workflow, defined what AI could and could not do, centralized intake capture, and created a triage layer that gathered the required information before routing each case to the right queue.

Implementation steps

1. 1. Mapped intake sources, owner handoffs, and repeat information requests.
2. 2. Standardized the initial intake fields and escalation logic.
3. 3. Added AI-assisted guidance for low-risk intake classification and routing.
4. 4. Created QA reviews and escalation rules for uncertainty or sensitive cases.

Results

• • Intake coordinators spent less time copying and reformatting information.
• • Leadership gained clearer visibility into queue volume and turnaround time.
• • The workflow reduced avoidable back-and-forth before nurse review.

Limitations and disclosure

• • Company name and exact patient volumes are withheld to preserve confidentiality.
• • Certain percentages are rounded to keep the workflow representative without exposing operational thresholds.

Healthcare operations

Reduced intake time by 42% with AI-assisted triage.

Related services

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