Getting started with 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.

What it is for

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.

• Device and connection problems are found only when the visit starts
• Intake forms, consents and insurance updates are incomplete at visit time
• Co-pays for virtual visits go uncollected and are billed later
• Staff cannot see in one place which patients are ready, waiting or missing

Who uses it

• 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

Before you start

• Your organization licenses Virtual Waiting Room & Intake from Moraph.
• A Moraph client account in that organization, signed in.
• Access to Virtual Waiting Room & Intake in Moraph Apps, given by an administrator in the Moraph Portal under People and access.
• For setup: the product administrator role.

Steps to get started

1. Sign in at app.moraph.com with your Moraph account.

2. Open Virtual Waiting Room & Intake from the launcher. The first time anyone opens it, its workspace is created from the default described in Workspace reference.

3. Check your role: what you can see and do depends on it. See Roles and permissions.

4. Product administrators: work through Set up Virtual Waiting Room & Intake before your team starts.

5. Everyone else: start with Everyday tasks.

Where to go next

• Set up Virtual Waiting Room & Intake
• Everyday tasks
• Connect your systems
• Security, data and compliance
• Troubleshooting and the support guide
• Product overview on moraph.com