A 6-physician primary care practice in Rockville, Maryland was struggling with front-desk overload. Nearly 35 minutes of staff time per patient visit was consumed by intake paperwork, insurance verification, scheduling calls, and follow-up communications. Staff were working overtime every week. The Aizen Event mapped the full administrative workflow and identified where AI could remove the burden without compromising patient care.
Before the Aizen Event, patient administration required manual work across scheduling, intake, insurance verification, reminders, and follow-up. The front desk was a constant bottleneck.
Total: approximately 35 minutes of admin time per active patient per visit, more for new patients
Each step was classified as Deterministic, Probabilistic, or Human Required, then matched with the optimal AI intervention strategy.
| Step | Classification | AI Recommendation | Time Saved | |
|---|---|---|---|---|
| 1 |
Appointment scheduling
Calendar coordination via phone
|
Deterministic |
Online scheduling portal with real-time availability, appointment type selection, provider preference. 60% of appointments self-scheduled with no staff involvement
Automated
|
5 min |
| 2 |
Intake paperwork
Manual data entry from PDFs
|
Deterministic |
Digital intake forms via secure patient portal. Auto-populate EHR fields. HIPAA-compliant. No fax, no manual data entry for 80% of patients
Automated
|
10 min |
| 3 |
Insurance verification
Portal and phone verification
|
Deterministic |
Automated eligibility check 48 hours before appointment. Staff reviews only flagged exceptions. 99% accuracy on clean cases
Automated
|
5.5 min |
| 4 |
Appointment reminders
Manual reminder calls
|
Deterministic |
Automated text, email, and voice reminder sequence with 2-way confirmation. Staff only intervenes on non-confirmed appointments
Automated
|
2.5 min |
| 5 |
Pre-visit communication
Manual per-type instructions
|
Deterministic |
Auto-generated pre-visit instructions based on appointment type. Sent via patient portal 3 days prior. No manual generation
Automated
|
4.5 min |
| 6 |
Post-visit follow-up
Manual call for results and coordination
|
Probabilistic |
AI drafts follow-up communication from visit notes for MA review and send. MA confirms accuracy before delivery, then sends automatically. 2 minutes vs. 10 minutes
Augmented
|
8 min |
| 7 |
Recall and reactivation
Manual patient identification and calling
|
Probabilistic |
AI identifies patients overdue for preventive care and drafts personalized outreach. Front desk reviews and triggers. 3 minutes per batch vs. 15 minutes per patient reached
Augmented
|
70% per-patient |
By automating routine administrative tasks and augmenting clinical follow-up workflows with AI, the practice reduced per-patient administrative time significantly, eliminated most overtime, and improved patient satisfaction through better communication consistency.
The Aizen Event identifies which parts of your process can be automated, which should be augmented with AI, and which require human judgment. Let us map your workflows.
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