Medical – Regional Urgent Care Network: Intake-to-Disposition Orchestration

Industry: urgent care. Size: 11 sites. Complexity: variable staffing, seasonal surge. Systems: Epic, CRM for employer contracts.

Fragmented intake, triage overload, inconsistent discharge. Manual bottlenecks at peak flu season. Scale stress broke phone queues.

Intake Agent structures complaints and history; Triage Assist suggests ESI-aligned pathways (non-diagnostic); orders staged for provider approval; Discharge Agent builds education and PCP follow-up.

1. Trigger: online/kiosk/on-site.
2. AI maps symptoms to structured fields.
3. FHIR resources staged.
4. Provider edits; protocol rules fire.
5. Orders, scripts, work notes; SMS instructions.
6. Provider attestation.
7. Quality metrics refine prompts.

Intake NLP Agent, Acuity Assist Agent, Discharge Content Agent, Follow-Up Scheduler Agent.

BAA-covered hosting, Epic integration, auditable LLM prompts, PostgreSQL event store.

Epic MyChart APIs, Twilio, PostgreSQL, OpenAI, location services

Door-to-provider time −23%; duplicate data entry −68%; post-visit ED bounce-backs −15% in pilot sites; nursing admin time −120 hrs/week network-wide.

Build: 9 weeks. Deploy: 3 weeks per wave. Optimization: 10 weeks protocol alignment.