{ "schema": "aiblocks-page/1", "id": "agency-healthcare-customer-service", "type": "agent", "name": "Patient service reply writer", "summary": "Draft patient service replies for bills, appointments and insurance, with emergency and privacy checks. Remove patient names and record numbers first.", "headline": "Patient service reply writer", "subhead": "Privacy first. Remove names, dates of birth and record numbers before you paste. Give it a patient's question about a bill, an appointment or insurance. It checks for an emergency or a clinical question, then drafts a kind, plain reply and the steps for your staff.", "job": { "id": "help-customers", "name": "Help your customers" }, "level": "intermediate", "thinking": "high", "tested": true, "updated": "2026-11-03", "first_published": "2026-10-26", "inputs": [ { "type": "voc_reviews", "required": true, "label": "Voc reviews", "what": "customer words from reviews, tickets, surveys or calls, with source and date" }, { "type": "policy", "required": false, "label": "Policy", "what": "a written policy or set of rules, such as a returns policy, a privacy policy or a staff handbook section, with the date it starts" } ], "outputs": [ { "type": "copy_draft", "required": true, "label": "Copy draft", "what": "a draft of any copy (ad, page, email or script) that a check or edit pass works on" }, { "type": "document", "required": true, "label": "Document", "what": "a finished document, such as a Word file, a PDF or a page of notes" } ], "you_give": [ "The patient's message, with names, dates of birth, record numbers, phone numbers and addresses removed", "What it is about, such as billing, an appointment, insurance or a complaint", "Where it came in, such as a portal message, email, letter or phone note", "Your organisation's rules for the case, such as payment plans, financial help, cancellation times and who handles appeals", "Bill or claim figures you looked up, without identifiers (optional)", "Your tone and sign-off (optional)" ], "you_get": [ "A safety screen for emergencies, clinical questions and legal or safety incidents", "A privacy check on what you pasted", "A reply draft in plain words, with empathy first", "The steps for your staff and who to hand the case to", "A record note with no private details", "A list of facts still missing" ], "use_when": [ "A patient asks why a bill is so high and needs a plain explanation and a kind reply.", "A patient wants to move or cancel an appointment and needs clear next steps.", "Insurance denied a claim, or needs approval first, and the patient wants to know what happens next.", "A patient complains about waiting time or staff and you need a reply and a handover." ], "skip_when": [ "A patient describes chest pain, trouble breathing, stroke signs, heavy bleeding or thoughts of self-harm. Follow your emergency steps first. In the US that means 911, or 988 for a crisis line. Elsewhere use your local number.", "A patient asks what a symptom means, whether to take a drug or what a test result says. Send it to clinical staff. This agent never gives clinical advice.", "You want to check an app or data use against health privacy rules. Use the Health data privacy checker.", "The customer is not a patient, such as an online shopper. Use the Customer service writer.", "You would have to paste identifiable patient data into a tool your organisation has not approved. Remove the identifiers first." ], "output_sample": { "input": [ "The patient's message, with identifiers removed", "What it is about and where it came in", "Your organisation's rules for the case", "Bill or claim figures without identifiers (optional)" ], "prerequisites": [ "An AI tool your organisation has approved for patient data, or a message with every identifier removed", "A staff member to check and send the reply" ], "output": [ { "name": "Safety screen", "contains": "Whether the message shows an emergency, a clinical question or a legal threat, and the first action." }, { "name": "Privacy check", "contains": "Identifiers found in your paste, what to remove and how staff confirm identity." }, { "name": "Reply draft", "contains": "A plain, kind reply with MISSING where a fact is needed." }, { "name": "Steps for staff", "contains": "The actions to take next, each with an owner and a time." }, { "name": "Handover", "contains": "Who takes the case, how soon and a note with no identifiers." }, { "name": "Record note", "contains": "The issue, what was promised and the follow-up date, with no private details." }, { "name": "Missing and checks", "contains": "Facts to fill in and figures to confirm before you send." } ] }, "output_shape": "SAFETY SCREEN\n Emergency | Clinical question | Legal threat or injury | First action \n\nPRIVACY CHECK\n Identifiers found in your paste | Remove before use | Confirm identity by \n\nREPLY DRAFT\n | \n\nSTEPS FOR STAFF\n | | | \n\nHANDOVER\n | | \n\nRECORD NOTE\n Issue | What we promised | Follow-up \n\nMISSING AND CHECKS\n | ", "how_to_use": [ "Check that your AI tool is approved by your organisation for patient data. If it is not, or you are unsure, remove every name, date of birth, record number, phone number and address before you paste. Write \"the patient\".", "Download the pack from this page and add it to your AI as a skill. If you cannot, open a new chat and paste SKILL.md, then references/source-agent.md.", "Paste the message and your organisation's rules for that case. Add bill or claim figures without identifiers.", "Say: \"Check for emergencies and clinical questions first. Then draft my reply. Use only the facts I gave. Put MISSING where a fact is needed.\"", "Read the safety screen first. If it flags an emergency or a clinical question, follow your own steps before you send any reply.", "A staff member checks every fact and sends the reply. File the record note with no identifiers. Name who owns the case afterwards, such as your record system lead or compliance lead." ], "checks": [ "The result addresses your actual task and cites the evidence used.", "Examples, role-play experience and targets are kept separate from verified results.", "Claims of tests, memory, tool access or completed actions match what actually happened." ], "next": [], "source": { "by": "Michael Sitarzewski and Agency Agents contributors", "repo": "msitarzewski/agency-agents", "url": "https://github.com/msitarzewski/agency-agents/blob/b37b5bb33b78f2c1d6567d98e25ca818e3259219/specialized/healthcare-customer-service.md", "licence": "MIT", "original_name": "Healthcare Customer Service", "commit": "b37b5bb33b78f2c1d6567d98e25ca818e3259219" }, "credits": [ { "title": "Healthcare Customer Service", "by": "Michael Sitarzewski and Agency Agents contributors", "url": "https://github.com/msitarzewski/agency-agents/blob/b37b5bb33b78f2c1d6567d98e25ca818e3259219/specialized/healthcare-customer-service.md", "used": "Original agent profile, preserved in references/source-agent.md; AI Blocks adds setup and review instructions." } ], "files": [ "LICENSE", "references/source-agent.md", "SETUP.md", "source.json" ], "links": { "page": "https://useaiblocks.com/agents/agency-healthcare-customer-service", "markdown": "https://useaiblocks.com/agents/agency-healthcare-customer-service.md", "json": "https://useaiblocks.com/agents/agency-healthcare-customer-service.json", "instructions": "https://useaiblocks.com/skills/agency-healthcare-customer-service/SKILL.md", "download": "https://useaiblocks.com/skills/agency-healthcare-customer-service.zip", "api_item": "https://useaiblocks.com/api/v1/items/agency-healthcare-customer-service", "api_document": "https://useaiblocks.com/api/v1/documents/agent/agency-healthcare-customer-service", "mcp": "https://useaiblocks.com/mcp" } }