ship-counselor

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