Understanding the challenge
For a group whose mission is access to care, the front door was the bottleneck. Every new patient meant collecting intake forms, verifying insurance by phone, chasing referrals, and re-keying it all into the record before anyone could be seen, and the backlog meant people in need waited days or weeks for a first appointment. "We were turning people away with paperwork at the exact moment they had worked up the courage to ask for help," the group's operations director said. Staff burned out on administrative work, no-shows piled up, and the group could not grow its patient base because intake could not keep up.
Our approach
The group did not need more front-desk staff. It needed to automate the intake grind, remind patients so they show up, and fill its new capacity with the people looking for care. We combined three of our services:
• Workflow automation for intake: reading intake forms, verifying insurance, routing referrals, and moving it all into the record automatically, so a clinician can see the patient sooner.
• AI where the paperwork is unstructured, extracting the data from forms and faxes before the automation takes over, with staff reviewing anything that needs judgment.
• AI agents for patient communication: automated, personalized reminders and simple scheduling questions, with anything clinical escalated straight to a person.
• A demand program built on SEO and local search, so the group's new intake capacity actually filled with people searching for care nearby.
Technical innovation
The intake automation connected the group's forms, insurance verification, and record systems into one flow, so a new patient's information was captured once and moved through verification and scheduling without re-keying, and an AI step read the unstructured forms and faxes before the automation acted. Reminders went out automatically and any clinical question routed to a human, so the agents never stepped outside their administrative lane. Every step is logged, and privacy guardrails are built into the workflow, so faster access never came at the cost of the group's obligations to its patients.
Outcome
Time spent on patient intake and paperwork fell by 65%, and the wait for a first appointment shrank from weeks to days. Reminders cut no-shows so clinicians' schedules stayed full, the demand program kept the newly freed capacity filled with patients actively looking for care, and staff got their days back for the work that helps people. "We get patients in the door faster now, and my team spends its time on care instead of forms," the operations director said.
