Digital Workers
Familiar to manage.
Stewards of the work.
A Digital Worker is a continuing organizational role, with defined responsibilities, its own record, and a named human supervisor. Ours act as stewards: each one owns a whole journey, and the relationships inside it, across every team the journey touches.
A role that persists
Identity, open work, and operating history continue across cases and conversations.
A steward across teams
It owns a whole journey and works with every team it touches, rather than copying one employee’s job.
People keep direction
Your team defines scope, supervises exceptions, and approves how authority changes.
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 Digital Worker
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
| 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.
Before the service, the journey owner handles the payer.
After the service, the Revenue Digital Worker does. Coverage sits with whoever is moving the patient. Claims and payment sit with Revenue.
Supervisors lead journeys. Experts lead disciplines.
Each Digital Worker has one journey supervisor. Each discipline it touches has a human lead who sets the rules and approves consequential acts.
Judgment with professional liability stays human.
Clinical decisions, signatures, consent, money exceptions, and negotiation belong to people.
- 1Indication. The Patient Digital Worker hands the journey to Surgical & Treatment.
- 2Recovery complete. The patient returns to the Patient Digital Worker, for life.
- 3Case closed. The claim passes to the Revenue Digital Worker.
- 4Notes, reports, and codes come from the Physician Digital Worker.
- 5Implants, stock, and cash flow through Clinic Operations.
One patient, one owner
From “you need surgery”
to the holiday card.
An illustrative cataract journey. One Digital Worker owns it end to end, and people step in where they matter most.
- 1
Indication
Opens the case from the visit note and asks the surgeon to confirm the lens plan in one message.
- People
- Surgeon replies “confirmed”
- Tools
- EHR, scribe draft
- 2
Before he leaves
Explains the surgery from approved content, checks his coverage on the payer portal, and quotes his share for a premium lens.
- People
- Manager approves a price exception with one tap
- Tools
- Payer portal, price table
- 3
“Let me ask my daughter”
Records the reason. With his consent, sends his daughter the same explanation and follows up on the day they agreed. Clinical questions go to the nurse.
- People
- Nurse answers by voice note
- Tools
- Text messaging
- 4
Decision and booking
Books surgery, biometry, and the anesthesia evaluation. Submits the authorization, orders the lens to the surgeon's preference, and watches the expiry date.
- People
- Authorization lead approves the submission
- Tools
- Payer portal, vendor ordering, EHR
- 5
The week before
Checks every readiness item at seven, three, and one day: exams, authorization, lens, consent, fasting, drops, companion, and ride.
- People
- Pre-op nurse clears him
- Tools
- EHR, messaging
- 6
Surgery day
Sends the arrival plan, tells reception he is here, updates his daughter at agreed milestones, and relays the surgeon's own voice note.
- People
- Reception greets him. The surgeon records “all went well”
- Tools
- Surgical center board, messaging
- 7
After surgery
Sends drop reminders, runs check-ins against the surgeon's thresholds, and routes any red flag to the nurse at once. Schedules the surgeon's evening call with a one-line brief.
- People
- Nurse calls if a threshold is crossed. The surgeon makes the call
- Tools
- Messaging, EHR, calendar
- 8
Case close, and every year
Confirms the lens was charged and passes the claim to the Revenue Digital Worker. He returns to the Patient Digital Worker: a holiday greeting from his surgeon and the annual-exam reminder.
- People
- Patient experience lead approves seasonal content
- Tools
- EHR, email
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?
Why this is hard to copy. A point agent can send a reminder or answer a question. No point agent knows the lens order, the authorization expiry, the surgeon’s thresholds, and the daughter’s role at the same time. The Digital Worker does, because it owns the journey and the clinic’s memory, under the clinic’s rules.
Consent and taste are designed in. Arrival guidance, companion updates, and seasonal greetings run on explicit consent. Clinical questions always go to a clinician.
Across systems, AI tools, and teams
Specialist tools do steps.
The steward owns the outcome.
Computer use lets a Digital Worker operate the same screens, portals, and inboxes a colleague uses, so one role can work across departments without an integration project for each system. Your clinic owns the Digital Worker.
Your team
Assign, ask, approve, and coach in their own channels.
Kept controlledNamed supervisor and discipline leads. Pause at any time.
Your systems and portals
EHR, payer portals, surgical center board, stock, and bank in read-only. The same screens your staff use, or an API where one exists.
Kept controlledRuns in your dedicated environment. Access is scoped to the task, and every screen it touched is recorded.
Specialist AI tools
Ambient scribe, voice agent, fax reader, coding engine: called as tools for one step.
Kept controlledEach gets only the data its step needs. The Digital Worker checks the output. The tool never owns the outcome.
Patients and referrers
Text, email, and phone, in one thread per patient.
Kept controlledApproved content, consent enforced, AI always disclosed.
The honest limits of computer use
Screen work is slower and more fragile than an API, and portals change without notice. DOpS uses an API where one exists and computer use everywhere else. Every new screen flow starts in shadow mode, and a broken screen sends the case to a person instead of guessing.
Point agents versus Digital Workers, as an owner experiences them
| Question | Point agents, department by department | Digital Workers on DOpS |
|---|---|---|
| How does it start? | Point agentsOne integration project per agent. | Digital WorkersWorks through existing screens from day one. |
| Where does the data go? | Point agentsCopied to each vendor’s cloud. | Digital WorkersStays in your environment. Tools get the minimum. |
| Who owns the outcome? | Point agentsNobody. Each agent owns a step. | Digital WorkersOne Digital Worker per journey. |
| Who controls it? | Point agentsEach vendor’s settings. | Digital WorkersYour rules, supervisors, and evidence. |
| What does the next one cost to add? | Point agentsAnother contract, login, and integration. | Digital WorkersA new skill on the same foundation. |
| What happens when a better model arrives? | Point agentsWait for each vendor. | Digital WorkersDOpS swaps the engine. The Digital Worker keeps its role and memory. |
Your existing AI tools still have a place: inside a Digital Worker’s journey, as tools it directs.
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.
Three facts for your team
- Every Digital Worker has hard limits where a person is required, and the team can see them.
- Digital Workers create more human moments, not fewer. The surgeon’s evening call happens because the Digital Worker scheduled and briefed it.
- The team are the teachers. Each Digital Worker learns the clinic from them and gets better only through their corrections.
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.
A steady pace. Start with one Digital Worker in shadow mode, so the team watches it work before it acts. Keep the current process running until the evidence says otherwise, and let authority grow task by task. ConverGen does not sell headcount reduction. You decide how freed capacity is used.
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. |
| “Why didn’t this patient schedule?” | TodayNobody knows. | With Digital WorkersThe Digital Worker knows the reason, the next step, and the date. |
| End of month | TodayWait for reports, then argue about the numbers. | With Digital WorkersAsk in plain words. Answers traced to cases. |
| 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. |
Today’s surgeries
6 scheduled 4 ready 2 at risk
- At riskCase 3: authorization expires before the date. Extension prepared for the authorization lead.
- At riskCase 5: pre-op result missing. The pre-op nurse was asked yesterday afternoon.
Yesterday
Claims left the day each visit closed. One denial: the Revenue Digital Worker is preparing options.
One decision for you
A price exception for a premium lens, with the patient’s coverage and the policy attached.
How you pay
Priced like work.
Valued like transformation.
One transparent fee for each verified task, always a fraction of what the same work costs locally. Retries and duplicates are never billed. A monthly statement shows the tasks done, the fee, and the outcomes you care about.
The reason to buy is not the fee. It is a clinic where nothing falls between departments, every patient feels known, and the owner leads with facts.
How to get startedThis 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 Digital Worker and one journey.
Bring the journey that stalls most often. We will help you design its first Digital Worker and run it in shadow mode.