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Intake Automation

Every case owned from the moment it arrives

Any case, on any channel, appeals, grievances, provider disputes, or a type you define, is classified on receipt, confirmed by your staff, then routed by case type and severity. Manual intake effort drops up to 50 percent, depending on case mix and channel volume.
Request a Walkthrough
Explore Case Types
Intake, End to End
One path, whatever the channel

Schematic: a case arriving by portal, phone, email, fax, or mail is read by Intake Agent, which extracts the key fields, enriches the case from core systems, and suggests a case type. Staff confirm the classification, then the case is created and routed to the owning team.

The Intake Gap

Time disappears between receipt and assignment.

Five channels in, then manual sorting and classification before anyone owns the case.
Portal
Phone
Email
Fax
Mail
Case arrives
Sorting · keying · classifying · routing
Case created

All of it untracked, since the clock starts only at case creation.

How Intake Automation Works

Five steps from receipt to a case somebody owns.

Every case follows the same path, whatever channel it arrived through.

  1. Case received

    Portal, phone, email, fax, or scanned mail. Each submission is captured with its attachments, without hand-keying.

  2. Case logged

    The case becomes a record on receipt, with a timestamp and audit trail.

  3. Intake Agent extracts and classifies

    Intake Agent extracts key data from the documents and enriches the case with member, provider, claims, and authorization data pulled from core systems through read-only connectors, then identifies the case type.

  4. Staff review

    Your staff confirm or correct the classification. Routing then applies type and severity.

    Human in the loop

  5. Case created

    An AI-assisted compliance rule engine checks the case against the rules for its type. The case is then created with its owner and timeline in place.

What You Can Intake

Multiple intake types on one configurable spine.

One intake path, with case types branching off it. Pick a branch to see what it captures.
Portal · Phone · Email · Fax · Mail
Intake Agent extracts and classifies, then staff confirm

Appeals

A member or authorized representative is contesting a determination, and the case needs a decision path from the first touch.

What arrives
Appeal requests through portal, phone, email, fax, and mail, with supporting documentation attached.
What gets extracted
Member identifiers, the determination being contested, and the documents submitted in support.
How it routes
Classified by case type, then routed by type and severity to clinical or non-clinical review.
What starts tracking
Timeliness tracking against the applicable determination requirement, with prioritization and alerts.

Built for Your Role

Designed for the people who own the queue.

Operations

Workload you can see and control

Automated capture, classification, and routing reduce manual intake effort by up to 50 percent, depending on case mix and channel volume.
Compliance

A record that holds up on review

Intake actions are captured in an audit trail. Classification is confirmed by a person before the case moves, keeping the decision trail attributable.

IT

Configurable without an IT ticket

Business users configure case types, forms, and routing through low-code tooling. Case data is enriched from core systems through read-only connectors, so nothing is written back. Runs on a HIPAA-compliant and HITRUST-certified health cloud platform.

What Changes

The same work, moved off manual tracking.

The regulatory obligation does not change. Where the effort goes does.
Area
Before
With Inovaare
Case intake
Manual review of emails, calls, and forms
Automated capture and classification on receipt
Classification and routing
Assigned by hand, by whoever opens it
Routed by case type and severity, confirmed by staff
Timeliness tracking
Manual, with risk of missed deadlines
Rules-driven timers with alerts and notifications
Manual intake effort
Hand-sorting and keying on every case
Up to 50 percent reduction in manual intake effort

Engagement Model

One case type, one line of business, measured.

A scoped pilot on a single intake workflow, with minimal disruption to the systems around it.

  1. Scope one workflow

    A single case type and line of business, so the result is attributable to one change.

  2. Agree on the metrics

    Define the timeliness and workload targets, and the baseline to measure against.

  3. Configure and launch

    Intake form, classification values, routing rules, and timers set against your current workflow.

  4. Review and decide

    Results against the agreed metrics, then a decision on expanding scope.

Next Step

Request a Walkthrough

Thirty minutes on your intake workflow as it runs today. We map where cases enter, where they wait, and where automated classification would and would not help.

  • We start with your intake process, not a product tour
  • Walk through one case type end to end, from channel to assignment
  • Specific to your lines of business and current case volumes
  • Thirty minutes, with clear next steps if there is a fit

    FAQs

    Questions operations leaders ask first.

    How does intake automation handle cases that arrive by fax or mail?

    Inbound fax and scanned mail enter the same intake path as portal, phone, and email submissions. Intake Agent reads the submitted documents, classifies the case by case type, and extracts the key data. Routing then applies case type and severity, so a paper case follows the same path as a digital one.

    Do staff still review cases, or does the AI decide?
    Staff decide. Intake Agent classifies the case and extracts key data from the documents received, but a person reviews that classification before the compliance rule engine checks run and the case is created. Intake Agent assists with capture and suggestion; the determination stays with your team.
    How do we add a case type we do not have today?
    Workflows are configurable by case type, so business users define the intake form, the classification values, and the routing rules through low-code tooling rather than an engineering request. Credentialing appeals and claims-related cases are examples of case types plans configure this way.
    What happens to timeliness tracking?
    It moves off manual tracking. Case prioritization plus alerts and notifications manage timeliness once a case is logged, replacing the manual tracking that carried the risk of a missed deadline. Every case action is captured in the audit trail, so status stays traceable from receipt through resolution.
    Does this replace the systems we already run?
    No. Intake automation layers onto existing systems with minimal disruption, and it runs on a HIPAA-compliant and HITRUST-certified health cloud platform. Configuration happens through low-code tooling, so business users can adjust intake forms and routing logic without an IT ticket or a broader system replacement.
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