Virtual Waiting Room & Intake

Principal workflows

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

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

Reporting

• Today's telehealth patients by readiness status
• Device test failures and how they were resolved
• No-shows and follow-up outcomes
• Co-pays collected, declined and waived
• Eligibility exceptions for upcoming visits
• Consents signed by version, and access to patient records

Features

• 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

• Scheduling and practice management: Telehealth appointments and changes received from your scheduling system by HL7 v2 scheduling messages or FHIR, mapped during implementation.
• Electronic health record: Completed questionnaires, consents and demographic and insurance updates returned to the patient's chart.
• Eligibility clearinghouse: Coverage checked through your clearinghouse using X12 270/271 eligibility transactions.
• Payment processor: Co-pays and estimates collected through your contracted payment processor using its hosted payment fields, so card data does not pass through Moraph.
• Video visit platform: Patients are handed off to the visit through the video platform you already use, by link or by its API where available.
• Text and email messaging: Invitations, reminders and staff messages sent through your messaging provider or Moraph's configured provider.
• Single sign-on: Staff sign in through your identity provider (SAML or OpenID Connect).
• Work API: Readiness, check-in and collection data available to your data warehouse through the Moraph Work API.

Deployment

• 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 and privacy

• 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.

Limitations

• 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.

Next steps

Book a demonstration or a technical briefing at www.moraph.com/solutions/virtual-waiting-room-and-intake. Purchasing routes and company information: www.moraph.com/how-to-buy.