MindBridge Counseling

The challenge

Before

MindBridge is a 38-clinician US telehealth counseling group serving clients across fourteen states with mixed commercial and Medicaid coverage. Intake was the bottleneck — verifying insurance eligibility, confirming licensure-state match, screening for crisis indicators, capturing presenting issue, and matching to the right clinician was taking 9-14 days and was killing conversion. Clients in distress were giving up on care, and the practice was losing roughly 28% of qualified leads at intake.

• Insurance verification done manually by intake coordinator through payer portals
• Licensure-state matching done by spreadsheet against clinician roster
• Crisis screening inconsistent across intake coordinators
• 9-14 day intake-to-first-session window costing 28% of qualified leads
• Clinician matching done by intuition, not by structured fit
• Repeat insurance verifications when clients changed plans mid-year
• No way to surface availability across the full clinician roster in real time
• HIPAA-compliant communication channels limited to phone tag and email

The solution

What we built

We deployed an intake agent operating inside the practice's existing HIPAA-compliant platform. New clients are guided through a structured intake conversation that captures presenting issue, demographic preferences, insurance, and licensure state. The agent calls payer eligibility APIs in real time to verify coverage and surface copay and deductible information. It applies a structured crisis-screening protocol with a human-clinician handoff path for anything that meets criteria — the agent never makes clinical judgments. Clinician matching uses structured fit (licensure state, specialty areas, availability, language, demographic preference) and surfaces three options to the client for choice. Scheduling happens in the same conversation. Crisis cases are routed instantly to a duty clinician with full context. Every interaction is logged in the EHR with audit trail. The agent is licensed for ePHI handling under signed BAA.

How the system flows

1. Client Intake Start→Structured Conversation→Presenting Issue Captured
2. Insurance Capture→Payer API→Eligibility + Copay Surfaced
3. Licensure State Match→Clinician Pool Filtered
4. Crisis Screening→Risk Protocol→Duty Clinician Handoff (if criteria met)
5. Clinician Match→Three Options Surfaced→Client Choice→Schedule
6. Scheduling Confirmation→EHR Record Created→Calendar Booked

• Insurance Re-verification Scheduled at Plan Year Boundary
• HIPAA-compliant logging with audit trail under signed BAA
• Human clinician handoff path always available for ambiguous or sensitive cases
• Demographic-preference matching surfaced respectfully and optionally