Question 1

What does Igentify actually do?

Accepted Answer

Igentify® is operational intelligence for healthcare. Two layers work together: Patient Engagement turns complex clinical information, like a genetic result or a new diagnosis, into clear, personalized communication patients understand, and AI Sync coordinates the data and workflows behind it across your existing systems. The result is the ability to scale patient volume without scaling burnout or headcount.

Question 2

Do we have to replace our existing systems?

Accepted Answer

No. Igentify is designed to sit alongside your EMR, lab systems, and existing tools rather than replace them. There's no rip-and-replace and no IT integration required to get started. Most teams launch in weeks, not months.

Question 3

How quickly can we get started?

Accepted Answer

Because Igentify doesn't require a deep systems integration to begin, pilots typically launch in weeks. We start where the operational pressure is highest, prove the model on one defined workflow, and expand from there.

Question 4

What is operational intelligence for healthcare?

Accepted Answer

Operational intelligence is the layer that coordinates the fragmented workflows, data, and communication healthcare teams run on, so people stop manually compensating for broken systems. Rather than adding another dashboard or automation tool, Igentify reduces operational burden across patient communication and clinical data, letting organizations scale volume without scaling burnout or headcount.

Question 5

How is Igentify different from more software, dashboards, or automation tools?

Accepted Answer

Most healthcare technology adds fragmentation: another portal, another integration to maintain. Igentify coordinates the workflows you already run and removes repetitive work, instead of handing your team one more system to manage. The goal is operational leverage, not more tooling.

Question 6

What are Igentify's two product lines?

Accepted Answer

Patient Engagement is one product line built on Insight, a required back-office workflow backbone, with patient-facing pre-test education, results delivery, and a digital advisor on top. AI Sync is a separate, standalone clinical-data engine that can optionally feed the Insight backbone when paired with Patient Engagement. They're sold independently, and Insight is never sold on its own.

Question 7

What languages does Igentify support?

Accepted Answer

Igentify supports any language for any clinical indication. English and Spanish are available out of the box, and additional languages are added via configuration during onboarding.

Question 8

Will Igentify replace our genetic counselors?

Accepted Answer

No, it extends them. Igentify automates the repetitive, high-volume parts of patient communication so your counselors spend their time on the conversations that truly need human expertise and empathy. Human oversight stays in the loop by design.

Question 9

Can it handle our result volume?

Accepted Answer

Yes. The platform was built for the hardest patient conversation in medicine, returning genetic results at national-lab scale, and the same engine handles any high-volume results or communication workflow. It's designed to absorb growth in patient volume without a proportional increase in staffing.

Question 10

What is Insight?

Accepted Answer

Insight is the back-office workflow backbone beneath Patient Engagement. It's the dashboard where your team follows every patient from enrollment to results through a live pipeline, with visual result triage, one record per patient, and one-click send. It's the required operating layer beneath the patient-facing experience, not a separate product you buy alone.

Question 11

How can labs deliver genetic test results to patients at scale?

Accepted Answer

Igentify delivers a personalized results video to each patient based on their specific result, with a 24/7 Digital Advisor for follow-up questions. Low-risk patients are handled digitally while high-risk cases escalate to a live genetic counselor, reducing counselor interactions by 96.7% in published research.

Question 12

How is AI Sync different from OCR or an ETL pipeline?

Accepted Answer

OCR extracts text. ETL moves data. AI Sync reads clinical meaning. It understands what the data should say, validates it against expected values, triages by configurable rules, and flags only what needs a human decision. Building that yourself underestimates the ongoing maintenance as formats, partners, and clinical standards evolve.

Question 13

Can we build this ourselves?

Accepted Answer

Most teams underestimate what that actually requires, not just the initial build but the ongoing maintenance as lab formats change, new partners come on, and clinical data standards evolve. AI Sync handles that maintenance for you.

Question 14

Can Igentify integrate with our EMR, including Epic?

Accepted Answer

Yes. AI Sync connects via API or S3 and fits into your existing stack without replacing what you already run. It can also remove the need for direct EMR integration entirely by routing validated data through S3.

Question 15

Can AI Sync reduce how many EMR integrations we maintain?

Accepted Answer

Yes. Instead of managing separate connections for every lab portal and data source, AI Sync consolidates them into one normalized feed that routes clean data to every system you already run.

Question 16

What data formats does AI Sync support?

Accepted Answer

HL7, FHIR, PDF, fax, S3, and API. If it arrives in your environment today, AI Sync can read it.

Question 17

How do you keep patient education consistent across sites and staff?

Accepted Answer

Every patient receives the same clinician-approved content regardless of which site they're at, which staff member is on shift, or what time of day it is. The content library is configured once by your clinical team and applied consistently across every interaction, eliminating the variability that comes with staff-delivered education.

Question 18

Will patients actually engage with a digital consent experience?

Accepted Answer

In published research, 95% of patients felt informed enough to make a decision after their digital education experience, and 82% preferred it over phone calls and forms. Patients describe the experience as less stressful, not less personal. The Digital Advisor is available 24/7 for follow-up questions, so patients never feel left without support.

Question 19

How does the platform handle patients who need more support?

Accepted Answer

Every interaction runs through clinician-approved guardrails. When a patient's responses indicate they need additional support, such as a complex question, a language barrier, or a high-risk situation, the case escalates automatically to your clinical team. Your staff focuses on the patients who genuinely need them, not the ones who just need information.

Question 20

What indications and procedure types does the platform support?

Accepted Answer

Igentify is built to work across any clinical indication, including pre-procedure consenting, medication education, clinical trial qualification and onboarding, specialty care education, and lab results delivery. Content is configured to your specific indications, workflows, and clinical guidelines.

Question 21

How does Igentify work across multiple sites and service lines?

Accepted Answer

Igentify is configured once and deployed across every site and service line simultaneously. Every patient receives the same clinician-approved education, consent, and results experience regardless of location, department, or which staff member is on shift. Your clinical team manages every cohort from one live dashboard, with full visibility across the organization.

Question 22

Will this require replacing our existing systems?

Accepted Answer

No. Igentify connects via API or S3 and fits into your existing stack from day one. Patient Engagement delivers its experience via QR code, SMS, or email, with no new portal or password required. AI Sync routes validated data to your EMR, LIS, and billing systems through your existing connections. Nothing gets replaced, everything gets cleaner.

Question 23

How does patient escalation work for complex cases?

Accepted Answer

Every patient interaction runs through clinician-approved content and guardrails. When a patient's responses indicate they need additional support, whether a complex question, a high-risk situation, or a language barrier, the case escalates automatically to the right member of your clinical team. Your staff focuses on the patients who genuinely need them, not the ones who just need information.

Question 24

What indications and service lines does the platform support?

Accepted Answer

Igentify works across any clinical indication and any service line, including pre-procedure consenting, medication education, lab results delivery, clinical trial qualification, specialty care education, and more. Content is configured to your specific indications, workflows, and clinical guidelines, so every service line gets an experience that reflects its own standards of care.

Question 25

What languages does Igentify support?

Accepted Answer

Igentify supports any language. Every patient receives their education, consent, and results experience in their own language, ensuring comprehension and engagement regardless of where they are or what language they speak.

Question 26

How quickly can we get up and running?

Accepted Answer

Most organizations are up and running within weeks. Patients arrive via QR code, SMS, email, or API, with no portal and no password. Content is configured to your indications and clinical guidelines before go-live, and AI Sync connects to your existing systems via API or S3. No heavy IT lift required to start.

Question 27

Will this replace our clinical staff?

Accepted Answer

No. Igentify works alongside your clinical team, not instead of it. Routine patient interactions, education, consent, and results delivery, are handled digitally so your clinicians can focus on the cases that genuinely need their expertise. Every escalation lands in the right hands automatically.

Question 28

What clinical indications does the platform support?

Accepted Answer

Igentify is built to work across any clinical indication: procedure consenting, pre-test education, lab results delivery, medication education, clinical trial qualification, and specialty care. It was proven in genetics, one of the most complex patient communication challenges in medicine, and built to extend well beyond it.

Question 29

How does patient escalation work?

Accepted Answer

Every patient interaction runs through clinician-approved content and guardrails. When a patient's response or situation falls outside defined parameters, the case escalates automatically to your clinical team. Your judgment stays in the loop throughout.

Question 30

What is Insight and do we need it?

Accepted Answer

Insight is the clinical workflow backbone that your team runs on, the live dashboard where every patient is tracked, triaged, and moved through their journey. It comes with Patient Engagement and is the operating layer beneath the patient-facing experience.

Question 31

How does the Digital Advisor stay on-script?

Accepted Answer

The Digital Advisor answers only from your pre-approved clinical content. It never invents an answer. Anything outside that scope is routed automatically to your clinical team. You control the content library and can update it any time.

Question 32

Is Igentify HIPAA compliant?

Accepted Answer

Yes. Igentify operates within a HIPAA-compliant framework and supports GDPR for international deployments. Patient data is handled under strict access controls, with privacy built into the architecture.

Question 33

What certifications and standards do you hold?

Accepted Answer

Igentify maintains ISO 13485, ISO 27001, and ISO 27799 certifications and operates in alignment with HIPAA and GDPR, the standards expected of clinical-grade healthcare software.

Question 34

What is Igentify's role under GDPR and HIPAA?

Accepted Answer

Under GDPR, Igentify acts as a Data Processor for customer Data Controllers; under HIPAA/HITECH, as a Business Associate to covered entities. A Data Protection Impact Assessment is complete, and Data Processing Agreements and Business Associate Agreements are available for review.

Question 35

Does Igentify rely on subprocessors, and are they vetted?

Accepted Answer

Infrastructure and service subprocessors (including AWS, Google Cloud, Microsoft, MongoDB, Atlassian, and Redox) are security-assessed and bound by data-protection agreements, with international data transfers governed by appropriate safeguards.

Question 36

We don't have an AI governance framework yet. Is Igentify safe to adopt?

Accepted Answer

Yes. Igentify is an ISO 13485-certified medical device, so it operates under the same regulated quality framework as other clinical tools, not as a general-purpose AI product. That gives your compliance and legal teams a familiar anchor. The Digital Advisor is trained only on your pre-approved content: it cannot pull from outside sources, will not answer out of scope, and routes anything beyond its remit back to your clinical team. High-risk cases never receive an automated results video; they escalate to a live genetic counselor. The guardrails are built in by design, and the platform is backed by peer-reviewed evidence in npj Digital Medicine (2025) and BMJ (2024).

Answers to the questions buyers ask most.

General

Clinical labs & genetics

Patient education & consenting

Clinical data & AI Sync

Security & compliance

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