The Case Study
Understand how to design a healthcare scheduling assistant that speeds up administrative calls and complies with HIPAA. Learn to balance user needs, data privacy rules, and deployment constraints in a real-world FDE scenario.
Healthcare is one of the industries where Anthropic’s FDEs work most often, and one where the rules around data shape the work from the first conversation. This case places us as a Forward Deployed Engineer embedded with a healthcare provider group that wants Claude to help its staff.
This lesson presents the case as a customer brief. It describes the provider group, how its staff handle a common task today, what the group is asking for, the rules that govern patient data, and what the engagement covers.
The case begins with the people who answer the phones.
The provider group and its staff
Lakeview Health Partners is a provider group of 12 primary care and specialty clinics across one metropolitan area. It serves about 85,000 patients and employs roughly 60 physicians, along with nurses, medical assistants, and front-desk staff.
The front desk is the group’s busiest point of contact. Across all clinics, about 40 front-desk staff handle phone calls, walk-ins, and check-ins. Nurses and medical assistants also field calls when the front desk is overloaded, which pulls them away from patients in the exam rooms. Every clinic uses the same central phone system and the same scheduling software, so a caller can reach any clinic’s staff from one number. Together, staff take around 6,000 calls a week, and a large share of them are about scheduling and logistics instead of anything medical. Monday mornings and the hour after lunch are the busiest times. Average hold time reaches six minutes during those peaks, and about one caller ...