IVR, onboarding, assessment & PGI — one intake workflow

End-to-end patient intake system with IVR routing, digital onboarding, structured assessments, and PGI scoring — built for clinical teams and care coordinators.

The challenge

The client needed to replace fragmented phone intake and paper-based assessments with a unified digital workflow. Call volumes were high, onboarding was inconsistent, and clinicians lacked a single view of patient progress and PGI outcomes.

What we built

• Multi-level IVR setup with department routing, business-hours logic, and fallback queues
• Guided patient onboarding with identity verification and consent capture
• Configurable clinical assessment modules with scoring and clinician review
• PGI (Patient Global Impression) tracking with trend views and exportable reports
• Role-based dashboards for admins, coordinators, and clinical staff

Outcomes

• Reduced manual intake time with automated IVR-to-digital handoff
• Standardized onboarding and assessment flows across sites
• PGI scores visible in real time for care team follow-up
• Audit-ready logs for compliance and quality review

Stack