Thought Exercise — Strategy & PMO FrameworkHealthcare Support Operation (250 FTE)
Healthcare Customer Support AI Transformation, Delivery & PMO Plan
An end-to-end operational strategy and PMO delivery model for introducing AI copilots into a 250-agent healthcare support center. Under the strict constraint that a human stays on every patient interaction, the AI automates all mechanical backend work (lookups, CRM write-backs, note sanitization, 340B eligibility checks) to systematically reduce human handling time.
Core Operational MetricHuman Minutes RemovedTargeting ~25,000 handling-hrs/mo
Workstream Scope15 Detailed SectionsRAID, RACI, 90-Day Roadmap
Compliance GuardrailsHIPAA & PHI ProtectedHuman-in-the-loop validation
Capacity Outcomes222 / 200 / 148 FTE3 data-derived model scenarios