Automating Patient Intake for a Multi-Clinic Network

The Challenge

A 12-clinic healthcare network processed patient intake forms, insurance verification, and pre-appointment questionnaires manually. Each clinic required 2 dedicated staff members for intake, and new patient onboarding averaged 45 minutes — creating waiting-room backlogs and contributing to a 19% no-show rate as patients grew frustrated before they'd even been seen.

The Solution

AiGiri built a custom intake automation agent trained on the network's intake protocols, insurance verification workflows, and clinical questionnaire logic. The agent handled document collection, insurance pre-verification, and appointment preparation autonomously, with staff reviewing exceptions rather than processing every case.

Implementation approach

The system was designed around exception-based review: the AI processed routine cases without staff involvement and escalated only the 12% of cases that required human judgment. Integration with the network's EHR system meant patient data flowed directly into clinical records without manual re-entry. SMS and email reminders were triggered automatically 48 and 24 hours before appointments, personalised with the patient's name, provider, and preparation instructions.

The Outcome

Average intake time dropped from 45 minutes to 8 minutes. Staff previously dedicated to intake processing were redeployed to patient care roles. The no-show rate fell from 19% to 7% within 90 days of deployment.