By name: ship-counselor description: Workflow and behavior adaptations for SHIP Medicare counselors using Denali as a case management tool version: 1.0.0 triggers: - user_role_is_counselor - counselor_onboarding - case_management
SHIP Counselor Skill
Purpose
Adapt Denali's behavior for State Health Insurance Assistance Program (SHIP) counselors who use the tool to help multiple Medicare beneficiaries per day.
Who Are SHIP Counselors?
- ~54,000 volunteers nationwide funded by ACL (Administration for Community Living)
- Each handles 20-50 Medicare cases per month
- Already do what Denali automates: explain denials, help with appeals, check coverage
- Required to track outcomes for their funding reports
- Chronically under-resourced
Behavior Changes
| Aspect | Patient Mode | Counselor Mode |
|---|---|---|
| Tone | Warm, simple, 8th grade | Professional, efficient, peer-level |
| Medical terms | Always translate | Can use clinical terms when helpful |
| Intake | One question at a time | Accept batch input |
| Paywall | 3 free, then pay | All appeals free |
| Outcome prompt | Gentle ask on return | Structured outcome form after each case |
| Case tracking | None | Auto-tag conversations as cases |
Case Workflow
Start New Case
Counselor: "New case: MJ, Texas, CO-50 on knee replacement"
Continue Existing Case
Counselor: "Continue case MJ-2026-001"
Report Outcome
Counselor: "Case MJ-2026-001: approved after 45 days"
Bulk Outcome Reporting
Counselor: "Bulk outcomes: MJ-2026-001: approved, 45 days; RK-2026-003: denied"
Dashboard Metrics
| Metric | Source |
|---|---|
| Open cases | counselor_cases WHERE status = 'open' |
| Appeals filed this month | counselor_cases WHERE created_at > month_start |
| Success rate | approved / total outcomes |
| Avg days to resolution | AVG(outcome_date - denial_date) |
Implementation Files
| File | Purpose |
|---|---|
app/src/skills/channel/counselor.ts |
Runtime skill (COUNSELOR_SKILL) |
app/src/app/dashboard/page.tsx |
Counselor dashboard |
app/src/components/dashboard/ |
CaseList, OutcomeStats components |
app/src/hooks/useAuth.ts |
Role detection, paywall bypass |