Triage of urgent cases to appropriate departments

Purpose

1. Rapidly identify, prioritize, and assign urgent patient cases in addiction recovery settings for immediate care.

2. Reduce manual delays and misroutes by automatically sorting high-risk alcohol-related intake forms to specialized clinical teams.

3. Ensure each urgent patient receives the correct level of attention and resources upon entry to the program.

4. Enable comprehensive data capture, audit trails, and workflow visibility for compliance.

Trigger Conditions

1. Submission of a new patient intake form containing predefined urgency indicators (e.g., suicidal ideation, detox request).

2. Direct calls or SMS flagged with urgent keywords during onboarding communication.

3. Escalation from front desk or chatbot if patient responses breach clinical safety thresholds.

4. API call from hospital or referring provider with urgent intake coding.

Platform Variants

1 Salesforce Health Cloud

• Object Trigger: Case creation with "Urgency" field set to "High" triggers Process Builder or Flow to route automatically.
  

2 ServiceNow

• Workflow Action: Intake case with urgency tag launches dynamic assignment rule to behavioral health triage group.
  

3 Microsoft Power Automate

• Flow: Intake Microsoft Forms submission with "urgent flag" field triggers Teams notification to clinical supervisor.
  

4 Twilio SMS

• Function: POST webhook on SMS received, keyword detection triggers programmable logic for triage routing.
  

5 Zendesk

• Trigger: New urgent intake ticket uses custom triggers to route to addiction triage queue.
  

6 Google Dialogflow

• Fulfillment: Intents with risk terms matched by virtual agent trigger webhook to escalate to human staff.
  

7 SendGrid

• Event Webhook: Urgent intake alerts detected in incoming email parsed and POSTed to case management system.
  

8 Intercom

• Inbox Rule: Incoming urgent inquiries tagged with "critical" auto-notified to addiction intake specialist.
  

9 Slack

• Incoming Webhook: Automation posts alert to #intake-urgent channel with patient triage details.
  

10 HubSpot

• Workflow: Form submission with risk answers triggers internal task and sends notification to clinical team.
  

11 AWS Lambda

• Function Trigger: API Gateway POST call for “urgent” patient creates task in custom triage database.
  

12 Freshdesk

• Automation Rule: Ticket with “urgent” priority assigned to behavioral clinical queue.
  

13 Epic EHR

• SmartForm Alert: Intake with flagged responses triggers in-basket message to case coordinator pool.
  

14 NetSuite

• SuiteFlow: Creation of patient record with urgent flag routes case to health services function.
  

15 PagerDuty

• Event Trigger: Urgent assessment posts event triggering escalation policy for clinical notification.
  

16 Meditech EHR

• Rule-Based Routing: Intake with coded urgency triggers alert to crisis intervention team.
  

17 Asana

• Zapier Integration: Form with urgent indicators creates Asana task in “Urgent Intakes” project.
  

18 Monday.com

• Automation Recipe: Intake item with critical status notifies behavioral health lead.
  

19 Zoho CRM

• Workflow Rule: Creation of urgent lead record pushes to “Priority Intake” workflow.
  

20 Genesys Cloud

• Bot/Interaction Flow: IVR detects risk phrases in patient call and immediately escalates interaction to live triage.
  

Benefits

1. Increases patient safety by ensuring rapid clinical intervention on urgent cases.

2. Reduces errors and subjectivity in initial triage decisions.

3. Standardizes urgent-case escalation across all intake entry points.

4. Enhances documentation and compliance during crisis scenarios.

5. Frees up staff from repetitive intake review tasks, improving resource efficiency.