Digital Operations for healthcare
Building the
Intelligent Clinic
Where AI works & people lead
Digital Workers act as stewards of the work between the steps. Each one owns a journey across your teams and systems, with your people in charge.
Every AI action is coordinated, recorded, and open to review. DOpS is where your team creates and manages its Digital Workers, with ConverGen’s help.
The intelligent organization
AI that works inside your operation.
Streamlined, auditable, and led by people.
Most organizations are adding AI one tool at a time. An intelligent organization puts AI to work the way it already runs work: with defined roles, supervision, records, and learning. Digital Operations is the discipline. DOpS is the system that makes it practical.
Every journey has a steward
One Digital Worker owns the work between the steps, across teams and systems, so nothing waits for whoever remembers.
Every AI action is auditable
Instructions, actions, approvals, and evidence stay in one continuing record your team and your risk reviewers can inspect.
People direct the work
Named supervisors, bounded authority, and decisions with professional liability kept human. Pause any Digital Worker at any time.
Knowledge stays and improves
Reviewed lessons become organizational memory, not one person’s habit. They survive turnover and new tools.
Ready for the next model
DOpS adopts new AI models without rebuilding your Digital Workers. The role, its rules, and its history stay.
Proof point
See it in a clinic.
We demonstrate the intelligent organization where the work between the steps is hardest to see: an ambulatory surgical clinic. The same approach applies to health systems, research sites, and other healthcare operations.
Explore the Intelligent ClinicThe Intelligent Clinic: where clinics are 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.
The Intelligent Clinic
Departments hand off.
A Digital Worker stewards the journey.
Clinics are adding AI one tool at a time: a chatbot, a scribe, a scheduling assistant, a claims tool. Each helps with one step. None owns the follow-through, and each adds a login, rules, and training for your team to manage.
- Scheduling
- Authorization
- Clinical team
- Surgical center
- Billing
No one owns the whole journey.
- Scheduling
- Authorization
- Clinical team
- Surgical center
- Billing
The departments come to the patient.
Each patient’s journey has one owner that never drops it.
Each kind of decision still has your expert behind it.
The Intelligent Clinic: Digital Workers as stewards
Five Digital Workers steward the whole clinic.
Each one is the steward of a journey across every department it touches, and answers to a named person on your team. Oversight watches all five.
Patient Digital Worker
Every patient feels known and is never lost, from first contact for life.
Supervisor: Contact center lead or office managerSurgical & Treatment Digital Worker
Every surgery or treatment plan moves from indication to recovery with nothing missing.
Supervisor: Surgical coordinatorPhysician Digital Worker
Every physician's time goes to patients and decisions.
Supervisor: Medical director or clinical leadRevenue Digital Worker
Every service paid correctly, and every payer known.
Supervisor: Billing leadClinic Operations Digital Worker
The business runs on facts, with supplies and cash in order.
Supervisor: Practice administratorOversight
Every Digital Worker watched. None changed by it.
Included with DOpSWatch a Digital Worker at work
From "you need surgery"
to the holiday card.
Follow one cataract journey across the clinic. People make the decisions. The Digital Worker carries the context, coordinates the work, and keeps the family informed.
The Digital Operations System
Your team describes the work.
DOpS builds the Digital Worker.
The AI Advisor in DOpS knows which questions to ask. Each answer adds reusable operating know-how, fitted to your rules and limits. Your Digital Workers are yours: built from your knowledge, run in your environment, improved by your team.
Discover DOpS
Describe the work. The embedded AI Advisor selects relevant know-how and fits it to your rules, sources, and permissions.
Ask for progress, review exceptions, and coach the same Digital Worker over time. Your people approve consequential changes.
Reviewed lessons return to the work. The next Digital Worker starts further ahead.
People at the center
Your team leads.
Digital Workers follow through.
Digital Workers take the relay work: copying, chasing, re-keying, and re-asking. People keep the judgment, the relationships, and the care.
Digital Workers create more human moments, not fewer. The surgeon’s evening call happens because a Digital Worker scheduled and briefed it.
Journey supervisor
Answers for one Digital Worker’s journey and grants authority on evidence.
Discipline lead
Sets the rules for a discipline and approves consequential acts.
Human moments
Surgeons, nurses, and receptionists make the calls the Digital Worker schedules and briefs.
Builder
Staff who know the work best create and refine Digital Workers in DOpS.
A supported starting point
Start with your
biggest pain.
Begin with one journey that stalls, not an organization-wide transformation. You do not need a complete AI strategy to start.
Paid assessment
Map the work, baseline the measures that matter, and design your first Digital Worker.
Shadow mode
Your first Digital Worker works on real cases without changing any system. Your team reviews the evidence.
Live and growing
Supervised operation. Authority grows task by task, and Digital Workers gain skills as evidence builds.
Why ConverGen
Healthcare experience.
Operating discipline.
Fabio Thiers, MD, PhD, MBA
Founder & CEO. Physician-scientist and healthcare-technology entrepreneur.
The thinking behind the work
Creation and Control of a Digital WorkforceThe Digital Operations SystemAll Live ArticlesWe use Digital Workers internally and are implementing with healthcare organizations. Operational outcomes are not yet established. Website examples are illustrative.