The challenge
Fernhaven’s coordinators processed hundreds of intake forms a week across six clinics, re-keying the same details into three systems.
Incomplete records meant follow-up calls, and missed reminders meant empty appointment slots.
The solution
Agents now read each form, verify insurance, propose appointment slots, and update records, with HIPAA-ready controls and every action logged for audit.
Nothing reaches a patient record without a full audit trail. That’s what made our compliance team say yes.
Reminders go out automatically, and coordinators step in only when a case needs a human judgement call.
The results
Coordinators gained back two days a week, records are 99% complete on first pass, and no-shows fell by 38%.
