Virtual Waiting Room & Intake

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.

Who it’s for

• 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

1. InviteWhen 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.
2. PrepareThe patient completes intake at their own pace: demographics and insurance updates, questionnaires, consents, the co-pay, and a device and connection test.
3. Check inOn 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.
4. Hand offWhen 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.

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.

Intake coordinator

Watches the readiness queue, helps patients complete intake and fixes failed checks

Clinician

Sees ready patients and their intake summary, and starts visits

Telehealth support technician

Troubleshoots device and connection problems with patients

Revenue cycle staff

Reviews eligibility results, co-pays collected and payment exceptions

Practice manager

Sets visit types, forms and reminder schedules, and sees all clinic activity

Privacy officer (read-only)

Reviews consents, access and the audit trail without changing records

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.

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.

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.

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.

• 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.

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