Behavioral healthcare · Harbor Behavioral Health
HIPAA-Aligned Chatbot for a Behavioral-Health Network
Designed and shipped a HIPAA-aligned intake chatbot that reduced patient wait time from 9 minutes to 40 seconds while flagging crisis language to a licensed clinician within 5 seconds.
Problem
Harbor's intake was a phone tree with a 9-minute median wait. Patients were dropping. A generic chatbot vendor had proposed a solution but couldn't produce a BAA, couldn't explain how PHI would be handled, and had no crisis-detection story.
Solution
Built an in-VPC chat interface on Claude with a curated system prompt reviewed by Harbor's clinical team, PHI redaction at ingest, a crisis-language classifier running in parallel that alerts a licensed clinician within 5 seconds, and full session transcripts written to Harbor's EHR through a signed BAA-covered pipeline.
Result
Median patient wait time dropped from 9 minutes to 40 seconds. Intake completion rose 34%. Zero PHI incidents in the first year of production. Harbor's clinical team endorses the system publicly.