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Case Study: Health System Intake Modernization | Envision360
Case study — health system intake (anonymized)

From clipboards to secure, digital intake with real-time routing

Multi-site outpatient and specialty clinics across the U.S. and Canada. Mobile forms, eligibility checks, reminders, and audit-ready governance.

Client at a glance

  • Type: multi-site healthcare network
  • Regions: U.S. and Canada
  • Starting point: paper packets, re-keying, siloed portals, long queues
Before check-in: paper forms Patient mobile intake flow Admin console snapshot Clinic dashboard

The problem

  • Manual intake: patients filled paper packets; staff re-entered data in EHR and billing tools
  • Fragmented systems: scheduling, eligibility, referrals in separate portals—no unified view
  • Delays and risk: missing signatures/consents, unreadable fields, PHI handled across desks and email
  • Ops strain: high call volume for reminders/updates and unpredictable lobby times
Before swimlane: patient to paper to staff re-key to EHR
What we delivered

A digital intake layer the ops team controls.

Patient-facing forms

ADA-aware, multilingual, conditional logic, and e-sign.

  • ID and insurance upload from camera or file

Eligibility & benefits

Automated lookups before the visit with exception flags.

Scheduling & reminders

Two-way SMS/email with consent-aware windows.

Referrals & eDocs

Uploads route to the right clinic with acknowledgements.

Admin portal

Edit questions, languages, content, and banners—no code.

Audit & reporting

Time-stamped trails and export with reason codes.

Security & compliance (plain English)

  • Regulatory alignment: HIPAA (U.S.), PIPEDA and PHIPA-ON (Canada/Ontario) best practices
  • Data minimization: collect only what’s needed; optional fields gated by purpose
  • Access control: role/location-based; SSO (SAML/OIDC) + MFA; least-privilege
  • Encryption: TLS 1.2+ in transit; AES-256 at rest; keys via KMS/HSM
  • Network posture: private subnets, WAF, allow-lists, admin audit
  • Logging: immutable logs, PHI journaling, break-glass with reason, anomaly alerts
  • Vendors: DPAs/BAAs, SOC 2/HITRUST review, data residency pinning
  • Retention: policy-driven, export on request, verified deletes, quarterly reviews
Security diagram: intake rules engine to EHR/billing with audit logging
How we work

Measured rollouts, low risk.

  • Discover: users, flows, constraints; PHI/PII data catalog
  • Design: prototypes, consent language, error-proofing, language packs
  • Build: small slices behind flags; test with de-identified data
  • Integrate: EHR/billing/scheduling APIs, eligibility, identity
  • Launch: readiness checklist, staff playbooks, observability
  • Evolve: metrics to roadmap; quarterly security/retention reviews

Illustrative outcomes (12 clinics)

  • Intake time: ↓ 61% median (12:40 → 4:57)
  • Digital completion: 89% pre-completed
  • Re-keying: ↓ 95% (near-eliminated)
  • No-show rate: ↓ 18% with consented reminders
  • Form errors: ↓ 72% (missing signatures/fields)
  • Compliance: 0 reportable incidents in first 9 months
KPI cards for time saved, completion rate, and error reduction
Why it mattered

Better experience, cleaner data.

  • Patient experience: fewer queues, fewer repeat questions, mobile-first options
  • Staff capacity: front-desk time moved from typing to helping patients
  • Cleaner data: structured intake reduced claim delays
  • Governance: clear logs, role boundaries, disciplined retention
Deliverables

What we hand over.

  • Admin control: edit form content, languages, and logic without code
  • Playbooks: intake SOPs, exception handling, escalation trees
  • Compliance bundle: data maps, access matrices, retention schedules, vendor inventory
Schedule a call or contact us to modernize your intake.