Healthcare · persona
Family / Primary Care Practice
Solo or 2-3 provider primary care. Insurance-heavy, refill-heavy, prior-auth-heavy. Patient portal is half-used.
A day in the life
What the next Tuesday looks like
Tuesday morning at the practice: the MA is on hold with a payer for a prior-auth on a Trulicity refill, the receptionist is fielding three callers at once (one new-patient, one running late, one asking if they need to fast for tomorrow's labs), and the doctor is 14 minutes behind because the 8:30 patient came in with three issues instead of the one on the appointment. By 11am, two refill requests have been sitting in the inbox for 90 minutes, and a no-show at 10:45 left a hole nobody had time to fill.
The AI layer doesn't replace any of those humans, it removes the work that doesn't need a human. The prior-auth submission gets drafted from the chart automatically the moment the doctor signs the order; the MA just reviews and submits. The two refill requests get triaged (one is a known chronic med inside the renewal window, auto-drafted reply for doctor sign-off; one needs labs first, auto-message back to the patient). The 10:45 no-show triggers the same fill workflow your dental friends use, except the candidate pool is patients due for an annual physical or follow-up.
By noon the inbox is empty enough that the front desk takes lunch. By 4pm the prior-auths are submitted. The doctor leaves at 5:45 instead of 7.
The family / primary care practice playbook
The automations that matter most
Out of the full Healthcare catalog, these are the ones a family / primary care practice should run first.
No-show recovery (medical)
Schedule density & cancellation recovery
Same fill workflow as dental cancellation, applied to medical practices: no-show triggers an automated outreach to patients due for a similar appointment type within a configurable radius and benefit window.
Recall outreach (annual physical / chronic care)
Recall & reactivation
For primary care: identifies patients overdue for annual physicals, A1C check-ins, statin re-evaluation, depression screening, age-appropriate cancer screenings. Sends scheduling outreach calibrated to the appointment type.
Prior-authorization drafter
Insurance, billing & administrative
When a clinician orders a flagged medication, imaging, or procedure, the system pulls relevant chart sections, drafts the PA submission in the payer's required format, and queues for MA review.
Refill request triage
Insurance, billing & administrative
Inbound refill requests are triaged: chronic med within renewal window with no flagged labs → auto-drafted approval for clinician sign-off; needs labs first → message back to patient; out-of-norm → routed to clinician.
In the wild
How this actually plays out
Prior-authorization is the single biggest unpaid-administrative-time sink in primary care. A typical 3-provider practice spends 13-15 hours per week of MA time on PAs alone (AMA estimates ~16 per provider per week).
The AI workflow: the moment a doctor signs an order for a flagged medication or imaging study, the system pulls the relevant chart sections (diagnosis, prior trials, lab values, ICD-10 codes), drafts the PA submission in the format the patient's payer requires (each major payer has its own template), and queues it for the MA. The MA spends 90 seconds reviewing, hits submit, done. The system tracks the submission, follows up at the deadline, and auto-escalates denials with a draft appeal letter.
A 3-provider primary care practice typically recovers ~10 hours/week of MA time and shaves 1-3 days off median PA approval time, which translates to fewer abandoned scripts and fewer angry patients on the phone.
Get the automation map for your practice
Tell us your practice size, PMS, and the one thing that breaks most often. We'll come back with a written map of which 5-7 automations matter first, what the rollout looks like, and what the first 30 days would change.