An AI triage assistant that cut patient wait-time confusion by half
Redesigned patient intake and built an AI-assisted triage assistant that routes patients to the right level of care before they ever speak to staff.
The problem
Lumen's intake process relied on static forms and phone triage, creating long queues and inconsistent routing — patients with urgent symptoms often waited alongside routine cases.
The solution
We redesigned the intake flow around a conversational AI assistant that asks structured, clinically-reviewed questions, flags urgency, and hands a clean summary to staff — paired with a redesigned patient dashboard.
The result
Average time-to-correct-routing dropped significantly, staff reported clearer intake summaries, and patient-reported confusion during intake fell by half in the first quarter post-launch.
Results at a glance
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