Check coverage before the patient arrives.
Coverage surprises create front-desk delays.
Est. deploy 4–6 weeksSee the walkthrough
Intake & Scheduling · Healthcare / Legal / Dental
Route every inquiry, 24/7.
Email, calls and webforms produce disconnected intake trails.
For: Intake operations leads and the team responsible for intake & scheduling in healthcare.
01 · The outcome
What good looks like.
The team has a routed intake record with every touch logged and a named human owner, with source evidence and an explicit approval before any external action. Track time from inquiry to accountable human ownership against a baseline; do not assume automation improves it.
A connected workflow that uses inquiry text, source channel, consent status and approved routing rules to deduplicate the inquiry, classify the administrative request and escalate urgency or conflicts without diagnosing or advising. It produces a routed intake record with every touch logged and a named human owner.
Where AI helps, and where a person decides.
AI can deduplicate the inquiry, classify the administrative request and escalate urgency or conflicts without diagnosing or advising. It drafts and organizes; it does not authorize spending, commitments, clinical decisions or customer communication. The intake operations lead verifies the source facts and approves the final action.
Intake operations lead is accountable. People approve customer-facing, sensitive, financial, and legally binding actions.
- Intake operations lead: Capture the source and scope
- Intake operations lead: Review the proposed outcome
- Intake operations lead: Release only the approved version
- Intake operations lead: Check the result and exceptions
A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
02 · The handoffs
How the work moves.
Every handoff has an owner. Select a step to open or close its detail.
Start when: An inquiry arrives by email, voice or webform. Connect only inquiry text, source channel, consent status and approved routing rules. The intake operations lead confirms the request is authorized and in scope.
Ready when: The source reference, permissions and accountable owner are recorded.
Use the authorized records to deduplicate the inquiry, classify the administrative request and escalate urgency or conflicts without diagnosing or advising. Preserve the original language alongside the draft and label uncertain fields.
Ready when: Each proposed fact links back to a source, and missing information is visible.
Check a routed intake record with every touch logged and a named human owner against the original records and current policy. Correct errors and escalate exceptions to the qualified specialist; do not auto-approve.
Ready when: Intake operations lead has recorded approval or a reason to hold the item.
After explicit approval, save a routed intake record with every touch logged and a named human owner in the system of record. Send only approved messages to verified recipients. Record the version and prevent duplicate delivery.
Ready when: The approved record is saved; any delivery is confirmed or placed in the retry queue.
Review time from inquiry to accountable human ownership each week, sample completed records for quality, and resolve held items. Change the rules only after reviewing actual errors and staff feedback.
Ready when: Exceptions have owners, the metric has a baseline, and corrective actions are assigned.
Sample record.
$ david run --workflow=round-the-clock-routing
ILLUSTRATIVE RECORD / NOT LIVE CUSTOMER DATA
- Example
- Illustrative only — not a real client record
- Reference
- ROUND-THE-CLOCK-ROUTING-DEMO-001
- Trigger
- An inquiry arrives by email, voice or webform.
- Owner
- Intake operations lead
- Prepared output
- a routed intake record with every touch logged and a named human owner
- Review status
- Awaiting human approval — no external action taken
- Missing information
- Owner to verify source completeness
- Measure
- Time from inquiry to accountable human ownership
Start with your tools.
Connect EHR, Secure messaging, Scheduling system through approved APIs or controlled exports. Map record identifiers first; test permissions and field updates in a sandbox. Vendor names describe possible connections, not a guarantee of an available integration or license.
When things go wrong.
- A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
- Use only authorized sources and role-based access. Keep an audit trail of source records, drafts, approvals and delivery status; deduplicate retries.
- If an integration fails, a source is missing or confidence is low, pause the action and assign the original request to the accountable owner.
- For healthcare uses, validate HIPAA applicability, execute required BAAs, restrict PHI to the minimum necessary, and use approved secure systems. Clinicians handle symptoms, urgent care and clinical decisions.
- For legal work, preserve privilege and confidentiality, check conflicts before substantive intake, and require a licensed attorney to approve legal advice, filings and engagement terms.
Try this week / no DAVID required
A useful first step.
This week, have your intake operations lead time five examples of this work. Use redacted copies of inquiry text, source channel, consent status and approved routing rules to make a routed intake record with every touch logged and a named human owner manually, then list which fields required judgment.
What to measure.
- Time from inquiry to accountable human ownership
- Minutes of human handling per completed item
- Drafts needing substantive correction
- Exceptions unresolved beyond the agreed review window
Estimate your time back.
20.8
$11,232
03 · More workflows to consider
Related workflows.
Make every referral packet complete.
Incomplete referrals bounce between offices.
Est. deploy 4–6 weeksSee the walkthrough
Answer every call on the first ring.
Leads call after 5 PM and hit voicemail.
Est. deploy 2–3 weeksSee the walkthrough
Want this running in your business in 3–5 weeks?
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