In practice
The Intelligent Clinic.
How the solution builds an intelligent organization, shown in one clinic.
A Digital Worker (DW) is the steward that owns the journey. One continuing role across departments, available when your team needs status, a change, or help with an exception.
The clinic today
Your care is excellent.
Margin leaks between the steps.
U.S. benchmarks for the work around the visit, where no one owns the follow-through.
- Referral~50%
of specialty referrals never completed, in one U.S. study1
Lost case revenue - Scheduled visit1 in 3
medical groups report more no-shows in 20262
Empty slots - Authorization13 h
a week of physician and staff time on prior authorization3
Staff hours, delayed care - Visit and documentation2 h
of EHR and desk work for every hour with patients4
Physician capacity - Claim and payment15%
of private-payer claims denied at first5
Rework and write-offs
These are not gaps in clinical quality. They are gaps in follow-through, and today each one is caught only by whoever remembers.
Sources and scope
(1) Weiner et al., J Eval Clin Pract 2010, older adults at one institution. (2) MGMA Stat poll, August 2026, self-reported. (3) AMA Prior Authorization Physician Survey, 2025. (4) Sinsky et al., Ann Intern Med 2016. (5) Premier survey, 2024, hospital and health-system data. National benchmarks from different studies and settings. They are not additive and may not match your practice.
Watch the journey
The same Digital Worker.
From the plan to the follow-through.
Follow one cataract journey across the clinic. People make the decisions; the Digital Worker carries the context, coordinates the work, and keeps the team informed.
1 min 20 sec · Silent, with on-screen dialogue.
Illustrative design, not a recording of operational results.
Read the story
A Digital Worker is the steward that owns the journey.
The example follows a cataract patient from the consultation through recovery. The Surgical & Treatment DW remains a continuing organizational role. Its human supervisor is the surgical coordinator.
- The clinician sets the plan. The surgeon confirms the lens plan. The Digital Worker opens a journey record from that plan.
- The patient has a request. “Let me talk to my daughter.” With consent, the Digital Worker shares approved information and follows up on the agreed day. The reason for waiting remains visible.
- One worker performs several functions. It coordinates scheduling, approved authorization work, preparation, and the lens order. These are parts of one case, not disconnected departmental handoffs.
- The team asks for status. “What still needs attention?” The same Digital Worker can say that authorization and the lens order are confirmed, while pre-op clearance remains with the nurse.
- A change has a scope and an end date. The coordinator requests family updates for this patient until surgery. Consent, the patient-specific scope, and the ending condition remain attached to the instruction. The instruction applies to this patient until the agreed ending condition.
- People provide the care. The Digital Worker coordinates family updates and arranges a briefed call. The surgeon makes the call.
- An exception reaches a person. A post-operative check-in needs review. The Digital Worker routes it to the nurse and tracks follow-through. It does not replace clinical judgment.
- The case closes; the worker continues. After recovery, ongoing follow-up passes to the Patient DW and the claim to the Revenue DW with the relevant record. The same Surgical & Treatment DW continues with the next surgical case.
Illustrative scenario with synthetic dialogue. It is not a recording of operational results. Human decisions, consent, and approved authority remain part of the work.
The Intelligent Clinic
Five Digital Workers, one journey each.
One named person to answer to.
Shown in an ambulatory surgical clinic, our demonstration setting. The same pattern applies to health systems, research sites, and other healthcare operations.
Why we call them stewards
A steward is entrusted with something valuable, serves people instead of replacing them, and answers to someone. That is how our Digital Workers operate.
Surgical & Treatment DW
Every surgery or treatment plan moves from indication to recovery with nothing missing.
Owns
- Indication follow-up until a decision
- Education on the procedure and its side effects
- Coverage and authorization, with expiry watch
- Cost estimates
- Pre-op exams and anesthesia
- Implant ordering
- Readiness checks
- Surgery-day presence
- Post-op protocol check-ins
- Gratitude
- Case charges
- Treatment series where repeated authorizations expire
Works with
Surgeons, pre-op nurses, the surgical center coordinator, the authorization lead, implant vendors, and the patient's family.
Always human
Indication and clinical clearance, consent conversations, price exceptions, and peer-to-peer reviews.
Journey supervisor: Surgical coordinator
The functional matrix
Digital Workers run across the clinic.
Experts lead each discipline.
Read a column to see everything one Digital Worker owns. Read a row to see who acts in that discipline, and which person on your team sets its rules.
Owns the acts in that discipline for its journeyContributes or reads
Show the full matrix: who leads what, discipline by discipline+
| Discipline | Your discipline lead | |||||
|---|---|---|---|---|---|---|
| Access and scheduling | Owns: Every visit, referrals in, rebooking, waitlist | Owns: Surgery and treatment dates, operating room slots | Contributes: Physician templates and preferences | Not involved | Contributes: Capacity and template analysis | Contact center lead |
| Coverage and authorization | Owns: Coverage checked and explained for visits and exams | Owns: Clearance, authorization, and expiry watch per case | Contributes: Documentation for packets | Contributes: Payer rulebook, enrollment status | Not involved | Authorization lead |
| Patient education and follow-up | Owns: Preparation, reminders, recalls by clinician rules | Owns: Pre-op instructions, side effects, post-op check-ins | Owns: Results and monitoring alerts brought to action | Not involved | Not involved | Clinical or nursing lead |
| Hospitality and relationship | Owns: Arrival, waiting, companions, seasons, feedback | Owns: Surgery-day presence, family updates, gratitude | Contributes: Physician gratitude profile, thank-you notes | Not involved | Contributes: Reviews and reputation reporting | Patient experience lead |
| Surgical coordination and supply | Not involved | Owns: Pre-op exams, anesthesia, implants, readiness | Contributes: Surgeon preferences, operative notes | Not involved | Owns: Stock, purchasing, consignment, vendors | Surgical center coordinator |
| Documentation and reports | Not involved | Contributes: Consent and pre-op packet complete | Owns: Notes, exam and medical reports, signatures, forms, inbox | Contributes: Reports audited against payer rules | Not involved | Physicians and coder |
| Billing and payers | Contributes: Balance questions, payment plans within policy | Contributes: Case charges and implants complete | Contributes: Code proposals for ratification | Owns: Claims, denials, payments, underpayments, payer evidence, enrollment | Contributes: Cash forecast | Billing lead |
| Finance and operations | Not involved | Not involved | Not involved | Contributes: Receivables reporting | Owns: Treasury, accounts, owner's brief, analysis, compliance calendar | Practice administrator |
What the matrix replaces. Today the rows are departments, and the patient crosses them one handoff at a time. In the matrix, the patient stays in one column and the departments come to the patient.
Oversight sits outside the matrix on purpose, so no Digital Worker ever supervises itself. It watches every Digital Worker and every handoff. It recommends, and never changes.
Working together
One shared record.
One voice to the patient.
Digital Workers pass ownership explicitly through the Patient Journey Record. Oversight checks every transfer and flags silent failures.
One owner per journey.
At any moment, exactly one Digital Worker owns a patient’s active journey and answers for it.
One voice to the patient.
Patients hear from the clinic, in one thread, never from five bots. Ownership changes inside the clinic are invisible to them.
Judgment with professional liability stays human.
Clinical decisions, signatures, consent, money exceptions, and negotiation belong to people.
One thread, from the plan to the holiday card.
Patients hear from the clinic in one thread, never from five bots. From the surgery plan to the holiday card, every message carries the journey’s context, and AI is disclosed on every thread.
Hi Mr. J, this is your eye clinic. Here is the short guide to cataract surgery your surgeon mentioned, with the common side effects.
Thank you. I want to talk to my daughter first.
Of course. With your permission, we can send her the same guide. We will check in on Thursday, as you suggested.
Yes please. Will I be able to drive after?
Your nurse answered:0:24
- Surgery day
Welcome, Mr. J. Reception knows you are here. Please take the elevator to the second floor. Your daughter will get an update when you are in recovery.
A message from your surgeon:0:11 “All went well.”
Time for your evening drops: one in the right eye. Reply DONE when finished.
DONE
- December
Happy holidays from your surgeon and the whole team. Your annual exam is due in March. Shall we find a time?
People at the center
Digital Workers take the relay work.
People keep the judgment.
Copying, chasing, re-keying, and re-asking move to the Digital Workers. People keep the judgment, the relationships, and the care, and gain new roles leading the Digital Workers.
Journey supervisor
Office manager, surgical coordinator, billing leadAnswers for one Digital Worker’s journey, reviews its exceptions, and grants authority on evidence.
Discipline lead
Authorization lead, coder, clinical lead, purchasingSets the rules for their discipline and approves consequential acts across every Digital Worker.
Human moments
Surgeons, nurses, receptionistsMake the calls, welcomes, and conversations the Digital Worker schedules and briefs them for.
Builder
Staff who know the work bestCreate and refine Digital Workers in DOpS with the embedded Advisor, from their own know-how.
The owner’s view
Lead with facts,
not follow-ups.
Digital Workers change what you know, what you chase, and what patients say about your clinic.
| The moment | Today | With Digital Workers |
|---|---|---|
| 7:00 a.m. | TodayOpen the schedule and hope nothing is missing. | With Digital WorkersA one-page brief: surgeries ready, two at risk, each with a reason and an owner. |
| Between patients | TodayPulled into questions about a payer, a lens, a complaint. | With Digital WorkersOne-line approvals on your phone. Everything else keeps moving with an owner. |
| A key employee leaves | TodayTheir know-how leaves too. | With Digital WorkersRules, preferences, and history stay in the clinic’s memory. |
| Patients talk about you | TodayThe doctor and the wait. | With Digital WorkersThe doctor, the care, and how they were looked after at every step. |
This page shows Digital Workers acting as stewards in the Intelligent Clinic, our demonstration setting. The cross-functional design is being composed from Digital Workers now in implementation. Operational outcomes are not yet established, and every example on this page is illustrative.
Start with one journey that needs better follow-through.
A conversation, a paid assessment, and a supported path into operation.