Narrative-first, evidence-driven

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These are the “default moves” to reduce admin drag safely. Pick one. Ship it. Measure it.

Play 1: Inbox triage rules (human-owned)

Goal: reduce clinician inbox time without missing safety signals.

• Define categories (urgent clinical / routine clinical / admin / FYI)
• Route admin to staff; route routine to protocol queues
• Use drafted replies for common items (clinician approves)
• Add clear escalation triggers

Measure: inbox minutes/day, response times, safety events.

Play 2: Drafted patient replies (templates + personalization)

Goal: stop rewriting the same message 30 times.

• Build 10–20 templates for common questions
• Include “red flag” language (when to call/come in)
• Clinician edits and sends

Measure: time per message, patient satisfaction proxy, callback rate.

Play 3: Note drafting from a structured visit outline

Goal: cut note time without degrading quality.

• Use a consistent structure (HPI, assessment, plan)
• Draft from problem list + prior notes + visit structure
• Require citations/links to source in chart for key claims
• Clinician reviews and signs

Measure: note closure time, after-hours time, documentation quality audits.

Play 4: Prior auth packet builder (assembly, not decisions)

Goal: reduce the “hunt and gather” burden.

• Standard packet per payer and condition
• Auto-assemble: history, meds tried, labs/imaging, guidelines
• Human reviews; clinician signs

Measure: cycle time, approval rate, number of rework loops.

Play 5: Referral packet builder

Goal: reduce referral friction and bounce-backs.

• Standard summary + question being asked
• Include relevant labs/imaging and timeline
• Use a checklist so nothing is missing

Measure: referral turnaround time, incomplete referral rate.

Play 6: Protocol-driven med refills (rules + flags)

Goal: move routine refills out of clinician brainspace.

• Define refill protocols
• Auto-flag exceptions (labs overdue, interactions, controlled meds)
• Human ownership stays clear

Measure: refill turnaround, exception rate, safety events.

Play 7: Reduce duplicate work (the “delete a step” play)

Goal: remove a step that exists only because “we’ve always done it.”

• Identify duplicates (double entry, double review)
• Propose one removal with a safety backstop
• Trial for 2–4 weeks; keep if safe

Measure: minutes saved, error rate.

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