Healthcare · Moraph software

Virtual Waiting Room & Intake

Get patients ready for their telehealth visit before the clinician joins

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Overview

What you are buying

Virtual Waiting Room & Intake gives each telehealth patient a short preparation queue: forms and consents, insurance details, the co-pay, and a check that their camera, microphone and connection will work. Your front desk sees who is ready, who needs help and who has not arrived, and clinicians join visits that are prepared. Payments run through your own payment processor, and every step is recorded for your compliance and revenue cycle teams.

The problem it solves

Telehealth visits often start late because the work that happens at a front desk in person has nowhere to happen online. Patients join from a phone that blocks the camera, forms are completed during the visit or not at all, insurance changes are discovered after the claim is denied, and co-pays are chased by statement weeks later. Staff juggle the video platform, the practice management system and phone calls to find out who is actually waiting, and clinicians lose time to technical problems they cannot fix.

  • Device and connection problems are found only when the visit starts
  • Intake forms, consents and insurance updates are incomplete at visit time
  • Co-pays for virtual visits go uncollected and are billed later
  • Staff cannot see in one place which patients are ready, waiting or missing

Who uses it

  • Ambulatory practices and health systems that run scheduled telehealth visits
  • Front desk and patient access teams who prepare patients for visits
  • Clinicians who want visits to start on time with intake complete
  • Revenue cycle teams responsible for time-of-service collections
  • Privacy and compliance officers who oversee patient-facing digital tools

Requirements it supports

HIPAA Privacy Rule (45 CFR Part 160 and Part 164, Subparts A and E)HIPAA Security Rule (45 CFR Part 164, Subpart C)Section 1557 of the Affordable Care Act (45 CFR Part 92), language access and effective communication21st Century Cures Act information blocking rule (45 CFR Part 171)Telephone Consumer Protection Act (47 U.S.C. 227), for text message remindersPayment Card Industry Data Security Standard (PCI DSS), met by your payment processor for card data

The product supports these requirements; meeting them remains your organization’s responsibility.

See how it works

A short walkthrough

Illustrative screens with fictional sample data. They show the workflow, not any client’s data or configuration, and the layout of the product itself differs. A live demonstration uses the product with sample data.

  1. Step 1

    Today's waiting room

    Coordinators start from one queue of today's telehealth patients, with what each still needs before the visit.

    TimePatientClinicianFormsCo-payDeviceStatus
    9:00Patient 20831Dr. Sample Practitioner (fictional)CompletePaidPassedReady
    9:15Patient 20417Dr. Sample Practitioner (fictional)CompletePaidCamera blockedChecked in
    9:30Patient 31954Example NP (fictional)2 missingDuePassedChecked in
    9:45Patient 58821Example NP (fictional)CompleteWaivedNot runNot arrived
    10:00Patient 10944Dr. Sample Practitioner (fictional)Not startedDueNot runInvited
    Coordinators start from one queue of today's telehealth patients, with what each still needs before the visit.

  2. Step 2

    One patient's preparation

    Opening a patient shows what is done, what is missing and how to reach them.

    Patient 31954 · 9:30 follow-up visit

    Visit type
    Telehealth follow-up
    Language
    Spanish, interpreter requested
    Insurance
    Example Health Plan, eligibility confirmed
    Co-pay
    $25.00 due
    Device test
    Passed at check-in
    Forms
    Health questionnaire and financial consent missing

    Contact history

    • Invitation sent by text
    • Reminder sent the day before
    • Checked in from mobile browser
    Opening a patient shows what is done, what is missing and how to reach them.

  3. Step 3

    When the device test fails

    Support staff see why a test failed and the instructions the patient was given, without seeing clinical answers.

    Patient 20417 · Device test

    Browser
    Supported
    Camera
    Permission blocked
    Microphone
    Working
    Connection
    Adequate for video
    Instructions shown
    Allow camera access in browser settings

    Support steps

    • Called patient
    • Guided through browser camera setting
    • Test rerun
    Support staff see why a test failed and the instructions the patient was given, without seeing clinical answers.

  4. Step 4

    From invitation to visit

    Each appointment keeps a timeline of what the patient and staff did, ready for audit.

    Patient 20831 · 9:00 visit

    1. Invitation sent by textSystem
    2. Insurance card uploaded and eligibility confirmedPatient
    3. Telehealth consent version 3 signedPatient
    4. Co-pay paid through processorPatient
    5. Checked in, device test passedPatient
    6. Marked readyIntake coordinator
    7. Visit startedClinician
    Each appointment keeps a timeline of what the patient and staff did, ready for audit.

  5. Step 5

    The co-pay record

    Revenue cycle staff see what was collected and how, while card details stay with your payment processor.

    Payment PM-77310 · Patient 20831

    Amount
    $40.00
    Type
    Telehealth co-pay
    Method
    Card, via your payment processor
    Processor reference
    Fictional reference
    Status
    Settled

    Related records

    • Eligibility response stored
    • Financial consent signed
    • Payment posted to practice management system
    Revenue cycle staff see what was collected and how, while card details stay with your payment processor.

  6. Step 6

    How preparation is going

    Managers see by clinic how many patients were ready on time and why the others were not.

    ClinicVisitsReady at check-inForms missingDevice failuresNo-shows
    Example Family Medicine6451742
    Example Behavioral Health4840323
    Example Endocrinology2219210
    Managers see by clinic how many patients were ready on time and why the others were not.

Workflows

The principal workflows

  1. Invite

    When a telehealth appointment is booked in your scheduling system, the patient receives a link to their preparation queue by text or email, in the language on file.

    • Appointment arrives from your scheduling or practice management system
    • Visit type determines which forms, consents and checks are required
    • Invitation sent by text or email, respecting the patient's contact preferences
    • Reminders sent on the schedule your practice sets
    • Undeliverable messages flagged to the front desk

  2. Prepare

    The patient completes intake at their own pace: demographics and insurance updates, questionnaires, consents, the co-pay, and a device and connection test.

    • Patient confirms identity using details your practice chooses
    • Demographics, insurance card images and questionnaires completed
    • Telehealth and financial consents signed and stored
    • Device test checks browser, camera, microphone and connection
    • Co-pay or estimate shown and paid through your payment processor

  3. Check in

    On the day, the patient checks in to the virtual waiting room. Staff see each patient's readiness and step in where something is missing or failed.

    • Patient checks in from the link and the device test runs again
    • Readiness shown to staff: forms, consents, payment and device status
    • Staff contact patients with failed checks by phone or chat
    • Interpreter need flagged so one can be arranged before the visit
    • Patient marked ready for the clinician

  4. Hand off

    When the clinician is ready, the patient is moved into the visit on your video platform, and the intake record is sent back to your EHR.

    • Clinician sees the ready queue and the intake summary
    • Patient handed off to the video visit through your platform's link
    • Completed forms, consents and insurance updates sent to the EHR
    • Payment record sent to your practice management system
    • Patients who did not arrive listed for follow-up

Roles and permissions

Who does what in the product

Each role below is a starting point. During implementation we set them up to match your teams, and every action anyone takes is recorded in the audit trail.

Intake coordinator

Front desk associate, patient access representative, telehealth coordinator

Gets each telehealth patient ready on time by watching the queue and contacting patients who are missing something.

Sees

  • The readiness queue for their clinics, with each patient's form, consent, payment and device status
  • Patient demographics, insurance details and intake answers
  • Contact history for each appointment

Does

  • Contacts patients by text, chat or phone from the queue
  • Helps patients complete forms or records answers given by phone
  • Resends invitations and updates contact details
  • Flags interpreter needs and arranges an interpreter
  • Marks patients ready and records no-shows

Cannot

  • Issue refunds or change payment amounts
  • Edit a signed consent
  • Change forms, visit types or reminder schedules
Approvals
Nothing they do needs approval; refunds and payment adjustments they request go to revenue cycle staff.
Notified about
Patients checked in with a failed check, patients not checked in close to their appointment, and messages from patients.

Clinician

Physician, nurse practitioner, physician assistant, therapist

Starts each visit with a prepared patient and the intake already in front of them.

Sees

  • Their own ready queue and appointment list
  • Intake summary: reason for visit, questionnaire answers and flags
  • Device test result and interpreter need for each patient

Does

  • Starts the visit through your video platform from the queue
  • Sends a message to the waiting patient, for example that they are running late
  • Returns a patient to the coordinator when something is missing
  • Marks the visit complete

Cannot

  • See payment card details or financial records beyond whether the co-pay is settled
  • Change forms or consents
  • See other clinicians' queues unless your practice allows it
Approvals
None required.
Notified about
A patient on their schedule is marked ready, and a patient they returned to the coordinator is ready again.

Telehealth support technician

Telehealth support specialist, patient technology support, IT service desk analyst

Resolves device and connection problems so that visits can go ahead.

Sees

  • Device test results and the technical details behind each failure
  • Patient name and contact details for appointments they are helping with
  • The support queue of patients who asked for help

Does

  • Contacts patients with failed device tests
  • Walks patients through browser, camera, microphone and network fixes
  • Reruns the device test with the patient
  • Records the outcome and marks the problem resolved or unresolved

Cannot

  • See intake answers, clinical questionnaires or insurance details
  • See or change payment information
  • Mark a patient ready for the clinician
Approvals
None required.
Notified about
Patients who failed a device test or asked for technical help.

Revenue cycle staff

Patient financial services representative, revenue cycle analyst, billing specialist

Makes sure coverage is confirmed and time-of-service payments are collected and reconciled.

Sees

  • Eligibility results and insurance updates submitted by patients
  • Co-pays and estimates collected, declined or waived
  • Payment exceptions and refund requests

Does

  • Reviews eligibility failures and contacts patients about coverage
  • Approves or rejects refund and waiver requests
  • Reconciles collected payments against your processor's settlement reports
  • Maintains co-pay and estimate settings by visit type

Cannot

  • See full card numbers, which are held only by your payment processor
  • See clinical questionnaire answers
  • Approve a refund they requested themselves
Approvals
Refunds and waivers above the limit your practice sets need a second approver from revenue cycle or the practice manager.
Notified about
Eligibility failures for upcoming visits, declined payments and refund requests.

Practice manager

Practice manager, ambulatory operations manager, telehealth program manager

Runs the telehealth front door: configures visit preparation and watches how well it is working.

Sees

  • All queues and appointments for their clinics
  • Readiness, late start and no-show reporting
  • Configuration of visit types, forms, consents and reminders

Does

  • Sets which forms, consents and checks each visit type requires
  • Sets reminder schedules and message wording
  • Approves new consent versions after privacy review
  • Assigns staff to clinics and queues
  • Approves larger refunds and waivers

Cannot

  • Edit a signed consent or a completed form after submission
  • Edit or delete audit trail entries
  • Publish a new consent version without privacy officer review
Approvals
Consent changes need privacy officer review; refunds above their own limit go to the person your policy names.
Notified about
Clinics with many patients not ready, consent versions awaiting approval, and refunds awaiting their approval.

Privacy officer (read-only)

Privacy officer, compliance officer, internal auditor

Oversees how patient information is collected and accessed, without changing records.

Sees

  • Consent versions and signed consents
  • Who viewed or changed each patient's intake record
  • The audit trail and access review reports

Does

  • Reviews and signs off new consent and notice wording
  • Investigates access to a patient's record
  • Exports audit evidence for privacy investigations, with each export logged

Cannot

  • Change patient records, forms or payments
  • Publish configuration changes
  • Keep temporary auditor access after it expires
Approvals
Their sign-off is required before a consent version is published.
Notified about
Consent versions submitted for review and access reviews coming due.

Administrator

Application administrator, clinical systems analyst

Manages users, roles and integration settings without working patient records.

Sees

  • Users, roles, clinics and queue assignments
  • Integration status and message errors
  • The record of permission changes

Does

  • Adds and removes users, or maps them from single sign-on groups
  • Assigns roles and clinics
  • Monitors integration errors and resubmits failed messages
  • Runs access review reports

Cannot

  • Open intake records or payments
  • Grant themselves a clinical or financial role without a second approver
  • Change consent wording
Approvals
Role changes that grant access to financial records are approved by the practice manager.
Notified about
Integration failures, access reviews due, and accounts unused for a period your policy sets.

Permissions at a glance

ActionIntakeClinicianTech supportRevenue cycleManagerPrivacyAdmin
View readiness queueFullOwn work onlyView onlyView onlyFullView onlyNo access
Contact patientsFullOwn work onlyOwn work onlyOwn work onlyFullNo accessNo access
View intake answersFullOwn work onlyNo accessNo accessFullView onlyNo access
Run and review device testsFullView onlyFullNo accessView onlyNo accessNo access
Mark patient readyFullNo accessNo accessNo accessFullNo accessNo access
Start the visitNo accessOwn work onlyNo accessNo accessNo accessNo accessNo access
Review eligibility resultsView onlyNo accessNo accessFullView onlyNo accessNo access
Issue refunds and waiversNo accessNo accessNo accessApprovesApprovesNo accessNo access
Configure forms and visit typesNo accessNo accessNo accessNo accessFullNo accessNo access
Publish consent versionsNo accessNo accessNo accessNo accessFullApprovesNo access
View audit trailNo accessNo accessNo accessNo accessView onlyView onlyView only
Manage users and rolesNo accessNo accessNo accessNo accessApprovesNo accessFull
  • Full
  • Own work only
  • Approves
  • View only
  • No access

How access is controlled

  • Access follows the minimum necessary standard: technical support staff see device results but not clinical answers, and clinicians see whether a co-pay is settled but not payment details.
  • Roles are configured with you during implementation. You can rename them, create custom roles, and limit them by clinic, specialty or location.
  • Refunds, waivers and consent changes follow two-person rules, and nobody approves a refund or consent change they prepared themselves.
  • Staff sign in through your identity provider, and roles can follow its groups. Every permission change is logged, and access review reports support periodic certification.

Features

What it does

Readiness queue

One view of today's telehealth patients, showing for each whether forms, consents, payment and the device test are complete.

Device and connection test

Checks the patient's browser, camera, microphone and network before the visit and gives plain instructions when something fails.

Configurable intake forms

Questionnaires and demographic forms set by visit type and specialty, with answers sent to the EHR in a structured form.

Electronic consents

Telehealth, financial and privacy acknowledgments signed electronically, versioned and stored with the date and time of signature.

Insurance updates

Patients confirm coverage and upload card images; an eligibility check through your clearinghouse shows the result to staff.

Co-pay collection

Co-pays and estimates collected through your payment processor before the visit. Moraph does not hold funds.

Staff outreach

Staff can text, chat with or call a patient from the queue, with each contact recorded against the appointment.

Language and accessibility

Patient screens in the languages you configure, built to WCAG 2.1 AA, with interpreter needs flagged for staff.

Clinician view

Clinicians see who is ready and a short intake summary, and start the visit from your existing video platform.

No-show follow-up

Patients who did not check in are listed with their contact attempts so staff can reschedule.

Reminders

Text and email reminders on a schedule you set, honoring each patient's contact preferences and opt-outs.

Audit trail

Every form, consent, payment, contact and status change is logged with the person or patient and the time.

Integrations

How it connects to your systems

Connects toHowWhat flows
Scheduling and practice managementTelehealth appointments and changes received from your scheduling system by HL7 v2 scheduling messages or FHIR, mapped during implementation.In: appointments, visit types, patients and providers. Out: check-in status and payment records.
Electronic health recordCompleted questionnaires, consents and demographic and insurance updates returned to the patient's chart.Out: forms as structured data or documents, signed consents, demographic updates.
Eligibility clearinghouseCoverage checked through your clearinghouse using X12 270/271 eligibility transactions.Out: eligibility requests. In: eligibility responses and plan details.
Payment processorCo-pays and estimates collected through your contracted payment processor using its hosted payment fields, so card data does not pass through Moraph.Out: payment requests. In: payment confirmations, declines and refunds.
Video visit platformPatients are handed off to the visit through the video platform you already use, by link or by its API where available.Out: visit start and patient handoff. In: visit status where the platform provides it.
Text and email messagingInvitations, reminders and staff messages sent through your messaging provider or Moraph's configured provider.Out: messages. In: delivery status, replies and opt-outs.
Single sign-onStaff sign in through your identity provider (SAML or OpenID Connect).In: user identity and group membership for role assignment.
Work APIReadiness, check-in and collection data available to your data warehouse through the Moraph Work API.Out: appointments, readiness status, contacts and payment records.

Each integration is confirmed in discovery and specified in the design. See how an engagement progresses.

Security and privacy

How your data is protected

Single sign-on

Staff sign in through your identity provider, so your password and multi-factor policies apply.

Role-based access

What each person sees follows their role and clinic, applying the minimum necessary standard to clinical and financial information.

Business associate agreement

Moraph signs a business associate agreement with you, because the product handles protected health information.

Encryption and keys

Client data is encrypted, with keys Moraph staff cannot use without explicit, time-bound authorization.

Complete audit trail

Every view, change, contact, payment and export is logged with the person and time, and cannot be edited.

Data residency

Data stays in the hosting region you choose: the United States, the United Kingdom or Australia.

Company-wide controls, independent audits (SOC 2 Type II and ISO/IEC 27001) and data residency are described in our Trust Center, where you can request the evidence pack.

Reporting

What you can report on

11 standard reports, grouped by who uses them. Each shows who it is for, how it can be broken down, how it is delivered and what it is used for. The data behind them is also available to your own reporting tools.

Operational

Today's readiness

For intake coordinators and practice managers

Every telehealth appointment for the day with its form, consent, payment and device status, and whether the patient has checked in.

Break down by
Clinic, Clinician, Readiness status, Appointment time
Delivered as
Live dashboard
Used for
Deciding which patients to contact first so visits start on time.

Device test failures

For telehealth support and practice managers

Device and connection tests that failed, the reason, and whether the problem was resolved before the visit.

Break down by
Failure type, Device or browser, Clinic, Resolution
Delivered as
Live dashboard; CSV export
Used for
Targeting patient instructions and support staffing at the most common problems.

No-shows and follow-up

For intake coordinators and practice managers

Patients who did not check in, the contact attempts made, and whether the visit was rescheduled.

Break down by
Clinic, Clinician, Visit type, Follow-up outcome
Delivered as
Live dashboard; scheduled email; CSV export
Used for
Making sure every missed visit is followed up.

Interpreter requests

For intake coordinators and language services

Upcoming visits with an interpreter need, the language and whether an interpreter has been arranged.

Break down by
Language, Clinic, Date, Status
Delivered as
Live view; scheduled email
Used for
Arranging interpreters ahead of visits and showing language access is provided.

Financial

Time-of-service collections

For revenue cycle staff and practice managers

Co-pays and estimates requested, collected, declined and waived for telehealth visits.

Break down by
Clinic, Visit type, Payer, Outcome, Period
Delivered as
Live dashboard; CSV export
Used for
Tracking collections and reconciling against your payment processor's settlement reports.

Eligibility exceptions

For revenue cycle staff

Upcoming visits where the eligibility check failed or returned inactive coverage, and what was done about it.

Break down by
Payer, Exception type, Clinic, Status
Delivered as
Live dashboard; scheduled email
Used for
Resolving coverage problems before the visit rather than after the denial.

Refunds and waivers

For revenue cycle staff and practice managers

Each refund or waiver with the amount, reason, requester and approver.

Break down by
Reason, Requester, Approver, Period
Delivered as
Live view; CSV export
Used for
Reviewing adjustments and showing that two-person approval was followed.

Management

Visit preparation trends

For practice managers and telehealth program leadership

Share of patients ready by check-in time, late starts linked to missing intake or device problems, and intake completion over time.

Break down by
Clinic, Specialty, Visit type, Period
Delivered as
Live dashboard; PDF; scheduled email
Used for
Seeing where visit preparation is working and where it needs attention.

Patient messaging

For practice managers

Invitations and reminders sent, delivered, failed and opted out, by channel and language.

Break down by
Channel, Language, Message type, Outcome
Delivered as
Live dashboard; CSV export
Used for
Checking that patients are reached and that opt-outs are honored.

Privacy and audit

Consent records

For privacy officer and compliance

Consents signed by version and date, and appointments where a required consent is missing.

Break down by
Consent type, Version, Clinic, Period
Delivered as
Live view; CSV and PDF export
Used for
Showing that the right consent version was signed before each visit.

Access and audit trail extract

For privacy officer and internal audit

Who viewed or changed a patient's intake record, consents or payments, and when.

Break down by
Patient, User, Action, Date range
Delivered as
On request in the product; CSV and PDF export
Used for
Answering privacy investigations and patient access-log requests.

Exports, access and evidence

  • Every report can be exported to CSV, and summary and evidence reports to PDF. Reports can be scheduled by email to people entitled to see them.
  • Filters can be saved, so each coordinator or manager keeps their own views of their clinics.
  • Appointment, readiness, messaging and collection data is available through the Moraph Work API for reporting in your own tools.
  • Reports respect each viewer's role: financial reports do not show clinical answers, and support staff see only device data.
  • Running and exporting a report is recorded in the audit trail.

Deployment

Where and how it runs

Moraph cloud

Hosted and operated by Moraph in the United States region. United Kingdom and Australia regions are available for organizations outside the US.

Dedicated environment

A single-tenant environment for organizations whose policies require isolation, scoped in the proposal.

With a managed service

Optionally run alongside Moraph managed services for single sign-on, contact center or integration engine support.

Security controls, independent audits and data residency are set out in our Trust Center. Engagement models and what drives a quotation are on Working with Moraph.

Implementation

What a rollout involves

The general phases are on Working with Moraph. For this product, they involve the following.

Scheduling and EHR interfaces

We connect to your scheduling system and EHR and agree how appointments arrive and intake returns. We need interface specifications and a contact from your EHR team.

Visit types and forms

Forms, questionnaires and checks are configured for each telehealth visit type, with your clinical leads reviewing content.

Consents and notices

Your telehealth, financial and privacy consent wording is loaded and versioned after your privacy officer signs it off.

Payments and eligibility

We connect your payment processor and clearinghouse and test collection, refund and eligibility flows with your revenue cycle team.

Patient messaging

Invitation and reminder wording, languages, schedules and opt-out handling are agreed and tested.

Pilot and rollout

We start with clinics you choose, review readiness and patient feedback, and extend to further clinics on a plan agreed with you.

Limitations

What it does not do

Worth knowing before you evaluate it.

  • It is not a video platform. Visits take place on the telehealth video service you already use.
  • Moraph does not hold funds. Payments are processed and settled by your own payment processor, which holds card data.
  • It does not schedule appointments; appointments come from your scheduling or practice management system.
  • Eligibility results depend on your clearinghouse and the payers' responses, and estimates are only as accurate as the rates and benefits you configure.
  • The device test checks the patient's equipment and connection at the time of the test. It cannot guarantee the connection during the visit.
  • It does not provide interpreters; it flags the need so your language services can arrange one.
  • Clinical content of forms and questionnaires is your organization's responsibility; Moraph configures what your clinical leads approve.
  • Text message reminders depend on patients' consent and contact preferences, which your organization is responsible for collecting.

Evaluation checklist

What to test in a demonstration or pilot

Questions worth putting to us, and to any other vendor you are considering.

  1. Book a test telehealth appointment and complete the patient journey on a phone and a laptop
  2. Fail the device test deliberately and check the instructions a patient would see
  3. Ask a coordinator to work a morning's queue and note where they still need another system
  4. Run a co-pay and a refund through your payment processor's test environment
  5. Check that completed forms and consents land in the right place in your EHR
  6. Confirm what support staff, clinicians and revenue cycle staff can each see

Questions

Frequently asked questions

Does it replace our telehealth video platform?

No. Patients are prepared in the waiting room and then handed off to the video platform you already use.

Does Moraph handle patient payments?

Payments are taken through your own payment processor, which holds card data and settles funds to you. Moraph does not hold funds.

Do patients need to download an app?

No. Patients use a link in a web browser on a phone, tablet or computer, and the device test checks that their browser is supported.

Will you sign a business associate agreement?

Yes. Moraph signs a business associate agreement with each healthcare client, because the product handles protected health information.

How is it priced?

As a subscription, usually based on the number of clinicians or telehealth visits, with implementation charged separately. See Working with Moraph for what drives a quotation.

Is there an accessibility conformance report?

Ask for one through the procurement request form at /how-to-buy/request, naming the version you are evaluating.

Next steps

Evaluate Virtual Waiting Room & Intake

Book a demonstration

See the product working with sample data, focused on your workflows.

Request a demonstration

Request a technical briefing

Architecture, integrations, security and hosting, with our engineers and your technical team.

Request a briefing

Factsheet

This page on two sides, to share with colleagues or add to your evaluation file.

Open the factsheet

Buying through a formal procurement? See How to buy for purchasing routes, accessibility conformance reports and company information. Documentation: Virtual Waiting Room & Intake guides on docs.moraph.com (getting started and security guides are public; setup, administration and integration guides are for client accounts). Support: Virtual Waiting Room & Intake support guide.

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