How do I work the Intake queue?

How do I work the Intake queue?

Intake lists the people who filled in Reneu's own intake form. Each row is a lead you can review, assign and invite to the patient portal.

Intake submissions go only to Reneu's clinic. Other clinics' Intake queues stay empty.

Who can do this: clinicians and coaches. Other roles don't see Intake in the sidebar and are sent back to the dashboard if they open it.

Find a lead

1. Select Intake in the sidebar. The badge next to the title counts new leads.
2. Search by name, email or phone, or filter by Status (New, In Review, Accepted, Declined), Program or State.
3. Turn on Show archived to include archived leads.

Each row shows the lead's Risk Tier: Tier 1 · Standard, Tier 2 · Elevated or Tier 3 · Critical. It also shows whether the person has a portal account: Not invited, Invite sent or Account active.

Work a lead

Open a row's actions menu (Lead actions) and choose what to do:

• Open pre-read shows the clinician pre-visit brief from the intake. Only the lead's care team can open it, and every view is audited.
• Edit contact changes the Name, Phone, State or Program. The email address can't be changed here. Select Save. GRAICE shows "Contact updated".
• Assign provider puts a provider on the person's care team. When the assignment succeeds, the lead moves to In Review.
• Send portal invite emails the person a link to set up their portal account. GRAICE shows "Portal invite sent". It's unavailable once their account is active.
• Send reset email emails a new set-password link if they lost the first one. GRAICE shows "Reset email sent".

Assign provider, Send portal invite and Send reset email are unavailable until the lead has a patient account.

• Archive lead hides the lead from the default list. Restore it with Unarchive lead. You can't archive an accepted lead.

Mental-health leads

A lead for a mental-health program shows Restricted · mental-health lead instead of the person's details. Details are visible only to the assigned mental-health specialist.

To pass it on, select Route to MH specialist, choose the Specialist, then select Route lead. GRAICE shows "Lead routed to specialist". Only clinicians can route a lead. You can't route a lead to yourself, and the person must have a portal account first, so send the portal invite before routing.

If something goes wrong

• "Assigned, but status not advanced" means the provider was assigned, but the lead stayed at its old status. Refresh the page and check the lead.
• "Could not send portal invite" with "No email on file for this intake." means the lead has no email address. Add one through your clinic's usual process, then try again.
• "Too many requests. Please try again later." means too many invite or reset emails were sent in a short time. Wait, then try again.
• "Pre-read unavailable" means you aren't on this person's care team, or the intake wasn't found.
• "Could not route lead" with "Lead has no patient account yet; send the account-claim email before routing." means the person hasn't set up their account. Send the portal invite first.
• "The program of a mental-health intake cannot be changed." appears if you try to change Program on a mental-health lead.