Intake module for a NASDAQ-listed healthcare clinic chain

Summary - What the Intake Module Does

Streamlined document intake that protects PHI and speeds care.

Built with React + .NET and deeply integrated with Brightree, Intake centralizes faxes and clinical documents, extracts the right patient and billing data, and turns paperwork into billable orders—faster and with full auditability. The system enforces role-based access, reusable triage filters, and bulk processing so clinical teams spend less time on paperwork and more time on patients.

Features Built (Highlights)

• Document intake & mailbox (My Inbox):
  List view of incoming faxes/documents with pagination, total counts, and quick actions.
• Document actions:
  Tag/untag, split documents, email documents, delete, download, and attach to orders.
• Saved filters & shared filter library:
  Users can save named filter criteria for reuse; filters are shared among users to increase efficiency.
• Patient management (admin view):
  Create, update, and search patients; patient details surfaced in Brightree by ptkey/nickname.
• Order & insurance workflows:
  Add billable items, select insurance, ICD-10 codes, and create/update sales orders; Brightree sync for items & insurance.
• Bulk upload & batch processing:
  Apply single-fax processing logic to multiple files in one operation.
• Audit, history & work logs:
  Per-user activity logs, history screens, and admin reports to meet compliance/audit needs.
• Admin & role controls (ISAM):
  Role matrix, segregation-of-duties, quarterly user reviews, and formal access request/termination paths (FreshService) as defined by the Information Security Access Manual (ISAM).

User Flow: Step-by-Step

• Login / SSO: User authenticates (SSO/AD) and lands on My Inbox. The system enforces role checks and shows counts and filters.
• Scan & Ingest: Incoming fax or uploaded file is stored and indexed.
• Triage: User opens a fax: view pages, add/remove tags, split pages into separate docs, or mark for follow-up.
• Patient Match / Create: Search existing patients; if none found, create a new patient record and attach PTKEY/nickname for Brightree.
• Order / Insurance Capture: Pick physician, ICD-10, insurance and add items to create a sales order. The application can push/pull related info from Brightree.
• Bulk & Automation: For bulk uploads, same rules execute across many documents; saved filters can preselect triage criteria.
• Audit & History: All user actions are logged; admins review logs and run activity/region reports as required by ISAM.

Client Objective

• Reduce manual intake time and human error by centralizing faxes/documents and standardizing triage actions.
• Create a single source of truth for patient, order, and insurance data that syncs with Brightree and other downstream systems (reducing duplicate entries and revenue leakage).
• Improve compliance readiness by embedding access controls, audit logs, data classification, and formal user-access processes.
• Scale operations (bulk intake, reusable filters, automation) so back-office teams can manage growing volume without linear headcount increases.

Problem Statement (What We Solved)

• Fragmented document handling across email, legacy fax lines, and disparate folder structures.
• High manual effort to create patient and order records from documents, causing delays and billing leakage.
• Poor auditability and inconsistent access controls, making compliance reviews slow and risk-prone.
• Difficulty scaling during volume spikes due to manual triage and lack of reusable processing rules.
• Intake: Centralized document handling, added deterministic workflow actions, and enforced ISAM controls to eliminate operational and compliance gaps.

Manual data entry still consumes up to 60% of back-office time in many clinics—time that could be redeployed to revenue-generating work.

Explore how your own team’s time splits compare; small tweaks here can free up hours weekly.

How We Addressed the Challenges & Solutions Implemented

Technical & process solutions we implemented to address these challenges:

• Central ingestion + secure storage:
  File upload and fax ingestion funnelled into a single IIS-hosted application. Files are encrypted at rest and in transit; backups and HA leverage platform partners (MuleSoft, Brightree, InRule are already part of the architecture).
• Document intelligence (OCR & classification):
  OCR + template/zonal extraction identifies patient identifiers, ICD codes, and line items to prefill fields and reduce manual typing.
• Automated matching & Brightree sync:
  Deterministic matching on ptkey/nickname and APIs to push/pull patient and insurance metadata into Brightree, reducing duplicate patients and synchronizing item catalogs.
• Reusable filters & bulk processing:
  Saved filters and bulk upload allow repeatable processing patterns and batch throughput.
• Role-based access & ISAM controls:
  Enforced segregation of duties, admin logging, and FreshService-driven access requests/termination to meet HIPAA, SOX, and privacy obligations.
• Secure fax API integration:
  Replaced legacy phone lines with cloud fax APIs that offer TLS and at-rest encryption and enterprise features (retry, receipt callbacks, audit metadata).
• Human-in-the-loop verification:
  Critical fields flagged for manual review; full audit trails retained for compliance and later retraining of ML extractors.

Outcomes & Metrics

• Process time reduction (per document): 60% faster intake processing in many deployments when OCR + RPA are used.
• Accuracy / error reduction: Human data-entry errors fall significantly; near-complete accuracy for structured fields when human validation is combined with OCR (some incident reports >95% accuracy for printed text).
• Throughput & headcount efficiency: Bulk upload + filters increase throughput and allow operations to scale without linear FTE growth; documented RPA projects report tens of percent reduction in FTE demand for repeatable intake tasks.
• Compliance readiness: With ISAM controls, centralized logging and SSO, the system can meet required annual access reviews, segregation of duties checks, and evidence collection for HIPAA/SOX audits.

RPA-driven intake projects routinely deliver 3–5× ROI in the first year through fewer denials and faster processing. Run a simple back-of-the-napkin ROI estimate for your own ops. You might be surprised.

Risk Controls & Compliance

• Regulatory coverage: ISAM explicitly maps the app to SOX, HIPAA, and privacy obligations; annual user access reviews and mandatory security training are required.
• Data protection: TLS in transit, at-rest encryption, admin logging, and strict termination/SSO procedures are built into the operating playbook.
• Fax & third-party vendor selection: Chose HIPAA-ready fax & OCR vendors that offer BAAs and encryption at both transport and storage layers (eFax Enterprise, InterFAX, AWS Textract / Google Document AI with HIPAA eligibility).

A weak audit trail can turn a routine HIPAA/SOX review into a five-figure remediation project. Strengthening logs today avoids expensive fire drills later.

How We Addressed the Challenges & Solutions Implemented

Technical & process solutions we implemented to address these challenges:

• Central ingestion + secure storage: File upload and fax ingestion funnelled into a single IIS-hosted application. Files are encrypted at rest and in transit; backups and HA leverage platform partners (MuleSoft, Brightree, InRule are already part of the architecture).
• Document intelligence (OCR & classification): OCR + template/zonal extraction identifies patient identifiers, ICD codes, and line items to prefill fields and reduce manual typing.
• Automated matching & Brightree sync: Deterministic matching on ptkey/nickname and APIs to push/pull patient and insurance metadata into Brightree, reducing duplicate patients and synchronizing item catalogs.
• Reusable filters & bulk processing: Saved filters and bulk upload allow repeatable processing patterns and batch throughput.
• Role-based access & ISAM controls: Enforced segregation of duties, admin logging, and FreshService-driven access requests/termination to meet HIPAA, SOX, and privacy obligations.
• Secure fax API integration: Replaced legacy phone lines with cloud fax APIs that offer TLS and at-rest encryption and enterprise features (retry, receipt callbacks, audit metadata).
• Human-in-the-loop verification: Critical fields flagged for manual review; full audit trails retained for compliance and later retraining of ML extractors.

We don’t just create apps, we optimize conversion, automate compliance, and cut down approval cycles.