Healthcare · Example: clinic network, 14 branches
Onboarding a new medical secretary: from 6 weeks to 3 at a clinic network
Example project. New staff asked veterans the same questions again and again. We documented the know-how and built an assistant that answers with a source for every reply; onboarding fell from 6 weeks to 3.
- Client
- Example: clinic network, 14 branches
- Industry
- Healthcare
- Duration
- 10 weeks
- Systems and technology
- SharePoint, Microsoft Teams, Claude
Baseline
A new medical secretary worked independently after about six weeks, per branch managers' assessment of 9 hires in the year before the project. Veterans fielded about 35 repeat questions a week.
What we built
Structured interviews with six veteran secretaries became 40 written procedures. On top of them, an assistant in Teams answers procedure questions and shows the source procedure.
The assistant sees no patient medical data and was deliberately not connected to the scheduling system.
Training and AI champions
Two veteran secretaries trained as champions. They update procedures and add new questions without code.
Before and after
| Before | After | |
|---|---|---|
| Time to independent work | 6 weeks | 3 weeks |
| Repeat questions to veterans a week | 35 | 12 |
What didn't work
Questions about unusual cases with no written procedure still go to the veterans. The assistant refers them rather than guessing.
Handover
Every procedure has an owner. Since handover the champions added 12 new procedures on their own.