70%
faster patient intake
½
the steps of the old flow
1
owner per referral, end to end
01 · The problem
Where the time went
Patient intake crossed three teams and took days. The instinct was to automate the existing forms, but the flow itself was the problem: duplicate data entry, approvals that added no safety, and referrals bouncing between departments before anyone owned them.
02 · What we built
01Shadowed intake coordinators and mapped the real flow, including the workarounds
02Cut the intake steps in half before any automation was built
03Gave every referral a single owner from first contact to first appointment
04Automated the surviving steps with compliance-safe forms and audit trails
“They refused to automate our old intake flow, and they were right. The redesigned one has half the steps.”
Sandra Ellis · Director of Patient Access, Caremont
IN THE STACK
