Healthcare Operations Expert AI Ops Workshop

Profile:
The ideal consultant has hands-on healthcare operations experience in one or more of the following areas:

• Mailbox operations, fax intake, document intake, correspondence processing, or healthcare fulfillment operations.
• Medicare/payer operations.
• Member services, enrollment, fulfillment, prior authorization support, appeals/grievances, or claims operations.
• Healthcare back-office operations and exception handling.
• Contact center / shared services operations in healthcare.
• Process improvement, Lean/Six Sigma, operational excellence, or workflow transformation.
• AI/automation discovery exposure is a plus, but healthcare operations depth is more important.

• Participate in discovery sessions and workshops with Indium and customer stakeholders.
• Help map current-state mailbox fulfillment processes, fax/document intake flows, handoffs, queues, exception paths, and operational pain points.
• Identify where AI, workflow automation, decision support, document understanding, or agentic automation can create value.
• Help define use‑case candidates with business outcomes, operational KPIs, assumptions, and risks.
• Support prioritization of use cases based on value, feasibility, data availability, and adoption complexity.
• Help Indium prepare workshop outputs such as process observations, use‑case backlog, value hypothesis, and pilot recommendations.

• Strong understanding of healthcare operations.
• Ability to ask good discovery questions and uncover process realities.
• Familiarity with operational KPIs such as turnaround time, backlog, SLA, quality, error/rework, productivity, and exception rate.
• Ability to work with business and technology teams.
• Strong communication and workshop facilitation skills.
• Practical mindset: able to distinguish attractive AI ideas from operationally feasible pilots.

• Experience in mailbox/fax operations, document intake, fulfillment, PBM, Medicare Advantage, payer back-office operations, or healthcare correspondence workflows.
• Experience with automation / AI workshops, process mining, RPA, workflow tools, or GenAI use‑case discovery.
• Experience writing BRDs, SOPs, process maps, or transformation roadmaps.

By the end of the engagement, the consultant should help Indium produce:

• Current-state operating observations.
• Top pain points / friction areas in Mailbox Fulfillment.
• Prioritized AI use‑case list.
• Recommended workshop questions and facilitation plan.
• Initial value hypothesis and pilot recommendations.