End-to-End Patient Access Automation at a US Healthcare Provider — Scheduling, Pre-Reg, Registration and Prior Authorization

MindMap deployed an end-to-end patient-access automation platform composed of OnboardX (Ox) for the registration-and-identity workflow, Prior Auth Accelerator (Pr) for the prior-authorization workflow, Workflow Automator (Wa) for the scheduling-and-EHR integration, and Multi-Agent Orchestrator (Mo) for the cross-stage workflow coordination.

Phase one was the scheduling automation. The platform supports the automated appointment-scheduling-and-account-setup for future-contact-and-billing, the fixing-of-schedule based on the physicians' availability, and the sending of automated reminders to the patients. The scheduling workflow handles the cross-physician availability-aggregation and the per-patient appointment-confirmation.

Phase two was the pre-registration automation. The platform supports the automated assessment of scheduled patients with the medical-information capture from the application while integrating with the EHRs. The pre-registration workflow enables short waiting-time and simplifies the data-collection at the appointment.

Phase three was the registration automation. The platform supports the automated filling of demographic-information, the mapping of pre-registration-data with the physicians' records, and the accurate capture of payee contact-information. The registration workflow streamlines the appointment-arrival experience with the structured data-flow into the EHR.

Phase four was the prior-authorization automation. The platform's RPA-bots verify the insurance-coverage with the patient's payer, initiate the eligibility-checks-and-in-network-checks, and retrieve the clinical-notes from the EHR for the prior-authorization submission. The Prior Auth Accelerator handles the per-payer submission-and-adjudication workflow.

The platform runs on the provider's managed cloud environment with appropriate HIPAA-eligible infrastructure. The integration spans the provider's EHR systems, the patient-engagement channels (the web-portal, the mobile-app, the call-centre), the payer-eligibility-verification services and the appointment-scheduling systems.

Workflow Automator's appointment-scheduling automation uses the EHR's standard inbound scheduling-APIs where available and screen-level automation for the workflow-elements that did not expose suitable APIs. The scheduling-workflow handles the per-physician availability-aggregation and the per-patient appointment-confirmation with the appropriate per-appointment audit-trail capture.

The pre-registration workflow uses the platform's structured patient-engagement interface integrated with the EHR's pre-registration data-capture endpoint. The interface supports the per-patient medical-information capture with the EHR-data-prefill where the patient's prior-encounter data is available.

OnboardX's registration workflow handles the demographic-information capture and the per-patient identity-verification with the appropriate per-patient data-privacy controls. The workflow integrates with the EHR for the per-patient record-creation-and-updating.

Prior Auth Accelerator's prior-authorization workflow handles the per-payer submission-and-adjudication with the appropriate per-payer adapter pattern. The accelerator integrates with the payer's eligibility-verification-and-authorization-submission APIs where available and the screen-level automation pattern where APIs are not available.

Multi-Agent Orchestrator coordinates the cross-stage workflow with the per-patient lifecycle tracking from the scheduling through the prior-authorization completion. The audit trail captures every patient-access-lifecycle event with the full context preserved.