Complete Intake User Guide

Comprehensive instructions for using the Complete Intake platform.

Getting Started with Complete Intake

Learn the basics of using Complete Intake to accelerate referral intake, quality assurance, and patient communication through one connected platform.

What is Complete Intake?

Complete Intake is an AI-powered home health intake platform that combines referral processing, insurance eligibility verification, OASIS documentation support, PDGM quality review, and Maggie Connect™ patient communication into one connected workflow for home health and post-acute care organizations.

Our enterprise-ready multi-organization platform features advanced security, automated email processing, and AI-powered quality assurance designed for healthcare at scale.

Our Product Suite

Product Description
Maggie Connect™ Home health patient communication platform with HIPAA-compliant texting, voice calls, appointment reminders, masked calling, caregiver communication, and staff messaging.
Maggie QA™ AI-powered quality assurance for OASIS documentation, PDGM review, coding alignment, reimbursement visibility, and documentation quality.
Maggie AI™ AI-powered referral processing that extracts patient information, generates referral summaries, answers patient-specific questions, and organizes referral documentation.

Additional Key Features

Feature Description
Automated Email Processing Smart email monitoring with multi-organization routing.
Document Processing Upload and automatically extract information from referral documents.
Insurance Verification Verify insurance information automatically.
Export Capabilities Export summaries and validation results in PDF format.

Creating Your Account

To get started with Complete Intake:

  1. Visit the Sign Up page.
  2. Enter your organization information and create login credentials.
  3. Select your organization type from the available options.
  4. Choose your subscription plan and enter payment information.
  5. Review and agree to the Service Agreement and BAA.
  6. Verify your email address using the verification code sent to your inbox.

Initial Setup

After completing account verification, you’ll need to:

  • Configure your clinical criteria by uploading your list of unsupported conditions.
  • Set up your service area by entering your covered ZIP codes.
  • Add referral coordinators who work for your organization.
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Managing Referrals

How to effectively manage referrals in Complete Intake.

Referral Creation

Referrals are automatically created when you upload documents. The system will:

  • Extract patient information from the documents.
  • Create a new referral with a unique ID.
  • Populate referral fields with extracted data.
  • Generate a summary and perform validation.

Viewing Referrals

To view your referrals:

  1. Access the Referrals table on the dashboard.
  2. Click on any referral to see its details.
  3. Use filters and search to find specific referrals.

Referral Details Page

The referral details page includes:

Tab Description
Summary Tab AI-generated summary of all documents.
Clinical Exclusions & Location Tab Validation results.
Insurance Verification Tab Insurance verification results, if available.
Documents Tab All uploaded documents for this referral.

Managing Referral Actions

To take action on a referral:

  1. Open the referral details page.
  2. Use the action buttons in the header.
  3. Add comments if needed when taking actions.
Action Purpose
Accept Approve the referral for your organization.
Reject Decline the referral.

Exporting Referral Data

With ProCare tier or higher, you can export referral data in PDF format:

  • Summary exports in PDF format.
  • Validation results exports in PDF format.
  • Full referral data exports in PDF format.

Referral Status Types

Referrals can have the following statuses:

Status Description
Incomplete Referral is being processed or awaiting review.
Completed Referral processing has been completed.
Accepted Referral has been accepted by your organization.
Rejected Referral has been rejected.

Filtering and Searching Referrals

To find specific referrals:

  • Use the search bar to find referrals by patient name or ID.
  • Filter by status to see only referrals in specific states.
  • Sort by date, status, or patient name.
  • Use date range filters to view referrals from specific time periods.
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Dashboard Overview

Understand your dashboard and navigate the Complete Intake platform effectively.

Dashboard Layout

The Complete Intake dashboard provides a centralized location to manage your referrals and access key platform features.

Main Components

Component Description
Sidebar Navigation Access different sections of the platform.
Quick Stats See key metrics at a glance, including accepted, incomplete, rejected, completed, and total referrals.
Recent Referrals View your most recent referrals with status updates.
Upload Area Quickly upload new referral documents.
Analytics Dashboard View charts and reporting data.
Subscription Status Monitor your current plan and usage.

Navigation

The main navigation menu provides access to:

Menu Item Purpose
Dashboard Return to the main dashboard view.
New Referral Create and upload new referral documents.
All Referrals Access your complete list of referrals with filtering and search.
Service Settings Manage your clinical criteria and service areas.
Insurance Settings Configure insurance verification settings.
Agreements View and manage legal agreements.
Admin Dashboard Access user management and system administration. Admin users only.
Support Access help and support resources.

Status Icons and Colors

Referrals are color-coded by status:

Status Description
Incomplete Referral is being processed or awaiting review.
Completed Referral processing has been completed.
Accepted Referral has been accepted by your organization.
Rejected Referral has been rejected.

Quick Actions

From the dashboard, you can quickly:

  • Upload new referral documents.
  • Accept or reject referrals.
  • Request additional information for referrals.
  • View AI-generated summaries.
  • Access validation results and clinical criteria matches.
  • Verify insurance information.
  • Export referral data in PDF format.
  • Manage referral coordinators. Admin users only.

Customizing Your View

You can customize your dashboard by:

  • Adjusting the date range for referral statistics.
  • Sorting referrals by different criteria.
  • Filtering referrals by status.
  • Searching for specific referrals.
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Uploading and Processing Documents

Learn how to upload, process, and manage referral documents.

Supported Document Types

Complete Intake supports the following document formats:

  • PDF documents are the recommended format.

Uploading Documents

To upload referral documents:

  1. From the dashboard, click the Upload Documents button.
  2. Select one or more documents to upload, or drag and drop files.
  3. Wait for the documents to upload.
  4. The system will automatically create a new referral.

The Document Processing Workflow

After uploading, documents go through the following processing steps:

Step Description
Extraction The system extracts text and data from the documents.
Analysis AI analyzes the content to identify relevant information.
Summarization The system generates a comprehensive summary.
Validation Referral details are validated against your criteria.

Document Processing Status

During processing, you'll see real-time status indicators:

Status Description
Uploading Document is being uploaded.
Extracting OCR and data extraction in progress.
Summarizing AI summary generation in progress.
Complete Processing finished.

Handling Large Documents

Complete Intake is optimized to handle large documents up to 25MB. When processing large files:

  • Upload speed may vary based on your internet connection.
  • Processing time will be longer for larger documents.
  • The system uses memory optimization to handle large files efficiently.
  • Progress indicators will keep you informed about the processing status.

Tips for Optimal Document Processing

  • Use high-quality scans when possible.
  • PDF documents generally process more reliably than images.
  • For multi-page documents, upload as a single file rather than separate pages.
  • When uploading multiple documents for a referral, include all relevant paperwork.
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Security and Compliance

Understanding Complete Intake's security measures and your role in maintaining compliance.

Multi-Organization Security

Security Feature Description
Data Isolation Complete tenant separation ensures organization data never mingles.
Role-Based Access Control 16 healthcare roles with granular permissions.
Audit Logging Comprehensive activity tracking for compliance and security monitoring.
Automated Email Processing Secure email routing with multi-organization detection.
Enterprise-Grade Infrastructure Battle-tested security architecture for healthcare scale.

HIPAA & PHI Protection

Protection Description
End-to-End Encryption All data encrypted in transit and at rest.
PHI Masking Automatic protection of protected health information.
Secure Document Storage HIPAA-compliant document handling and processing.
BAA Coverage Business Associate Agreement protects your organization.
Compliance Monitoring Continuous security validation and reporting.

Advanced Privacy Safeguards

Safeguard Description
Minimal Data Collection We only collect what is necessary for platform operation.
Data Retention Controls Configurable retention policies for your organization.
Access Logging Track who accessed what data and when.
Secure API Design All endpoints protected with enterprise security standards.
Multi-Factor Authentication Optional MFA for enhanced account security.

Your Role in Security

Maintaining security is a shared responsibility between Complete Intake and your organization:

  • User Management: Only grant access to authorized staff within your organization.
  • Regular Reviews: Monitor and remove users who no longer require access.
  • Role Assignment: Ensure each user has appropriate permissions for their responsibilities.
  • Password Security: Encourage strong passwords and consider enabling MFA.
  • Incident Reporting: Report any security concerns immediately.

Compliance Standards

Complete Intake meets or exceeds industry security standards:

  • HIPAA Compliant: Full compliance with healthcare privacy regulations.
  • SOC 2 Type II: Independent security controls validation.
  • Data Processing Agreements: GDPR-compliant data handling for international users.
  • Regular Security Audits: Ongoing third-party security assessments.

Security Support

For security questions or to report security concerns:

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Account Management

How to manage your Complete Intake account and subscription.

Account Settings

To access your account settings:

  1. Click your profile icon in the top right.
  2. Select Account Settings from the dropdown.
  3. Manage your account details and preferences.

Updating Your Profile

You can update your profile information:

  • Full name.
  • Email address.
  • Password.
  • Organization name.
  • Organization type.

Managing Users

With the Enterprise plan, you can manage multiple users:

  1. Go to User Management in Account Settings.
  2. Add new users with the Add User button.
  3. Assign roles, including Admin, Standard User, and Viewer.
  4. Deactivate users when needed.
  5. Manage permissions for each user.

Subscription Management

To manage your subscription:

  1. Go to Subscription in Account Settings.
  2. View your current plan details.
  3. Upgrade or downgrade your plan.
  4. Update payment information.
  5. View billing history.

Available Plans

Review the available Complete Intake plans to understand which features and subscription level best fit your organization.

Billing and Payments

Manage your billing information:

  • Update credit card details.
  • View and download invoices.
  • Set up automatic payments.
  • Change billing cycle, including monthly or annual billing.

Service Agreements

View and manage your legal agreements:

  1. Go to Agreements in the main navigation.
  2. Review your signed Service Agreement.
  3. Review your signed Business Associate Agreement, also known as the BAA.
  4. Download copies for your records.

Account Cancellation

If you need to cancel your account:

  1. Go to Subscription in Account Settings.
  2. Click Cancel Subscription.
  3. Follow the prompts to confirm cancellation.
  4. Export any data you wish to keep.
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Contact Details

Disclaimer: In very rare cases, Complete Intake and all its modules can make mistakes. It is the responsibility of the user and organization to verify the accuracy of all information.

Copyright Complete Intake Inc. All Rights Reserved.