{
 "id": "healthcare-admin/customer-service/patient-inquiry-triage",
 "title": "Patient inquiry triage in healthcare administration",
 "url": "https://costtoautomate.com/healthcare-admin/customer-service/patient-inquiry-triage/",
 "industry": {
  "slug": "healthcare-admin",
  "name": "Healthcare administration",
  "naics": "621 Ambulatory Health Care Services (admin processes only)"
 },
 "function": {
  "slug": "customer-service",
  "name": "Customer service"
 },
 "apqc_pcf_steps": [
  {
   "hierarchy_id": "6.2.2",
   "element_id": "10388",
   "name": "Manage customer service problems, requests, and inquiries",
   "pcf_version": "7.4 cross-industry"
  },
  {
   "hierarchy_id": "6.2.2.1",
   "element_id": "10394",
   "name": "Receive customer problems, requests, and inquiries",
   "pcf_version": "7.4 cross-industry"
  },
  {
   "hierarchy_id": "6.2.2.2",
   "element_id": "13482",
   "name": "Analyze problems, requests, and inquiries",
   "pcf_version": "7.4 cross-industry"
  },
  {
   "hierarchy_id": "6.2.2.3",
   "element_id": "10395",
   "name": "Resolve customer problems, requests, and inquiries",
   "pcf_version": "7.4 cross-industry"
  },
  {
   "hierarchy_id": "6.2.2.4",
   "element_id": "10396",
   "name": "Respond to customer problems, requests, and inquiries",
   "pcf_version": "7.4 cross-industry"
  }
 ],
 "industry_differences": [
  "Inquiries cover appointments, billing questions, records requests and prescription refills.",
  "Anything clinical must be escalated to clinical staff: the agent classifies and routes, it does not advise.",
  "Messages contain PHI, so tools must meet the applicable privacy rules (e.g. HIPAA in the US)."
 ],
 "occupations": [
  {
   "soc": "43-4171",
   "title": "Receptionists and Information Clerks",
   "naics": "621000",
   "hourly_median_usd": 19.54,
   "hourly_mean_usd": 20.36,
   "onet_core_tasks": [
    "Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.",
    "Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.",
    "Receive payment and record receipts for services."
   ]
  },
  {
   "soc": "43-4051",
   "title": "Customer Service Representatives",
   "naics": "621000",
   "hourly_median_usd": 21.29,
   "hourly_mean_usd": 21.61,
   "onet_core_tasks": [
    "Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.",
    "Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.",
    "Check to ensure that appropriate changes were made to resolve customers' problems."
   ]
  }
 ],
 "scenario": {
  "assumptions": {
   "vol": 2500,
   "humanMin": 3,
   "browserMin": 0,
   "sandboxMin": 0,
   "emails": 0,
   "reviewPct": 25,
   "reviewMin": 1
  },
  "assumptions_status": "editorial estimate (not sourced data)",
  "labor_rate_usd_per_hour": 19.54,
  "labor_rate_basis": "BLS OEWS May 2025 hourly median, wages only",
  "model": {
   "id": "sonnet55x",
   "name": "Claude Sonnet 5.5 (XHigh)",
   "cost": 0.48,
   "score": 36.83,
   "src": "Zapier AutomationBench 1.0.6",
   "url": "https://zapier.com/benchmarks"
  },
  "infra_unit_prices": {
   "browser_hr": 0.12,
   "sandbox_hr": 0.1656,
   "email": 0.002
  },
  "result_usd_per_month": {
   "infra_per_task": 0.0,
   "ai_total": 1200.0,
   "review_total": 203.54,
   "agent_total": 1403.54,
   "manual_total": 2442.5,
   "difference": 1038.96
  }
 },
 "confidence": "mixed: sourced wages + estimated volumes/times",
 "apqc_cross_check": null,
 "sources_retrieved": "2026-10-16",
 "attribution": {
  "apqc": "APQC’s Process Classification Framework® (PCF) is an open standard developed by APQC, a nonprofit that promotes benchmarking and best practices worldwide. The PCF is intended to facilitate organizational improvement through process management and benchmarking, regardless of industry, size, or geography. To download the full PCF or industry-specific versions of the PCF, as well as associated measures and benchmarking, please visit www.apqc.org/pcf.",
  "onet": "This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA. Cost to Automate has modified all or some of this information (selected Core task statements only; text unchanged). USDOL/ETA has not approved, endorsed, or tested these modifications.",
  "bls": "BLS OEWS May 2025, public domain"
 }
}