ChecklistGuro Case Intake and Triaging Workflow
Streamline your operations with our automated Case Intake and Triaging Workflow, designed to eliminate bottlenecks and accelerate decision-making. Master the art of efficient case lifecycle management by automating initial data capture, intelligently routing tasks to the right experts, and prioritizing high-urgency issues in real-time. Optimize your Case Management strategy, reduce response times, and ensure no critical task falls through the cracks with this scalable, end-to-end triage solution.
Start
Start of the Workflow/Process.
1. Fetch New Case Submission
Retrieve the initial data entry from the Case Intake data model submitted via the intake form.
2. Retrieve Client Profile
Lookup existing client information in the Client Data Model using the identifier from the intake form.
3. Calculate Priority Score
Apply a formula based on case urgency, impact, and client tier to determine the initial priority level.
4. Update Case Status to 'Triaging'
Update the retrieved case entry status to reflect that the triage process has officially begun.
5. Calculate Active Case Load
Aggregate the count of all 'In Progress' cases assigned to the triage team to check for capacity.
6. Assign Triage Specialist
Create a task for the available Triage Specialist to review the case details and verify information.
7. Get Specialist Instructions
Retrieve the standard operating procedure (SOP) or checklist instructions from the Triage Protocol model.
8. Create Investigation Record
Create a new entry in the Investigation Data Model to track the deep-dive findings during triage.
9. Determine SLA Deadline
Calculate the required response deadline based on the Priority Score and current timestamp.
10. Update Case SLA
Update the Case entry with the newly calculated deadline date.
11. Create Routing Task
Create a task for the relevant Department Head if the case is flagged as 'High Priority'.
12. Notify Client of Receipt
Send an automated email to the client confirming that their case has been received and is being reviewed.
13. Urgent Alert SMS
Send an SMS alert to the On-Call Manager if the Case Priority Score exceeds a critical threshold.
14. Finalize Triage Decision
Update the Case entry with the final triage decision (e.g., Approved, Rejected, or Escalated).
15. Generate Daily Triage Summary
Create a daily report summarizing all cases triaged, average processing time, and volume trends.
End
End of the Workflow/Process.
Start of the Workflow/Process.
Retrieve the initial data entry from the Case Intake data model submitted via the intake form.
Lookup existing client information in the Client Data Model using the identifier from the intake form.
Apply a formula based on case urgency, impact, and client tier to determine the initial priority level.
Update the retrieved case entry status to reflect that the triage process has officially begun.
Aggregate the count of all 'In Progress' cases assigned to the triage team to check for capacity.
Create a task for the available Triage Specialist to review the case details and verify information.
Retrieve the standard operating procedure (SOP) or checklist instructions from the Triage Protocol model.
Create a new entry in the Investigation Data Model to track the deep-dive findings during triage.
Calculate the required response deadline based on the Priority Score and current timestamp.
Update the Case entry with the newly calculated deadline date.
Create a task for the relevant Department Head if the case is flagged as 'High Priority'.
Send an automated email to the client confirming that their case has been received and is being reviewed.
Send an SMS alert to the On-Call Manager if the Case Priority Score exceeds a critical threshold.
Update the Case entry with the final triage decision (e.g., Approved, Rejected, or Escalated).
Create a daily report summarizing all cases triaged, average processing time, and volume trends.
End of the Workflow/Process.
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