Palomar Health Case Study: AI-Driven Pre‑Visit Intake Agent

Key Impact Metrics

Pre‑Visit Problem

Clinics often begin appointments with rushed intake—static forms miss nuances, and nurses are bogged down repeating prior data. Paratus Health’s AI agent bridges this gap by engaging patients before they walk in.

How It Works

1. Automated outreach – 24–48 hours before the appointment, patients receive an SMS invite to speak with their AI assistant.
2. Conversational triage – The AI agent, customized to specialty (e.g., rheumatology), uses over 500 evidence-based protocols to collect symptoms, history, insurance, and consent
3. Structured EHR summary – A pre-visit SOAP note, differential considerations, testing recommendations, and the full conversation transcript are auto-logged in the EHR.
4. Clinical alerting – Any red-flag symptoms are flagged immediately for human follow-up.

“Doctors walk in fully prepared, not playing catch-up.”

Measurable Outcomes

• Time & Resource Optimization
  • Reduced chart prep time from 15 to 4 minutes per patient
  • Eliminated manual transcription tasks
  • Enhanced billable documentation accuracy by 15%
• Staff & Patient Experience
  • Decreased staff cognitive overload
  • Improved patient satisfaction scores
  • More meaningful face-to-face interactions
• Technical Integration
  • Seamless EHR integration
  • Real-time eligibility verification
  • Automated consent management

"It's like having a super-intake nurse who never forgets a detail and works for me 24/7."
— Dr. Balikian, Rheumatologist at Palomar Health

Why This Matters for Your Clinic

• Boost clinical efficiency by offloading intake and documentation
• Enhance patient readiness before visits, enabling focused, meaningful clinical time
• Capture comprehensive, clinically validated data consistently
• Alleviate staff cognitive load, lowering burnout and turnover risk
• Scalable across specialties with customizable AI agents

About Palomar Health

Palomar Health is California’s largest public healthcare district, serving North San Diego County with hundreds of thousands of patient visits annually over an 800‑square‑mile region. Known for patient‑centered excellence and national recognition, it operates two major hospitals (Escondido and Poway), outpatient clinics, and specialty centers.

Specialties include: Primary Care, Orthopedics, Rheumatology, Neurology, and Pain Management—alongside services such as trauma, cardiac, women’s health, behavioral health, cancer care, and rehabilitation .

"Paratus Health is the AI layer we always wished existed. Our team now operates faster, smarter, and more humanely."— Dr. Balikian

Ready to transform your clinic with AI agents?

Let's talk.

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