What Rely is contracted to do
Operate a defined nonclinical workflow for a defined population: approved outreach and actions, permitted exception work, documentation, and delivery of every case to a defined final state with reconciliation.
For your team / Legal and procurement
Put workflow responsibilities in the contract.
A service that talks to your patients and writes into your record has to have its boundaries written down. Responsibility for each failure mode belongs in a schedule, not in a sales conversation.
Every failure mode gets a named party.
Scope, exceptions, changes, and incidents become contract rows instead of sales promises.
- 01Action class
- 02Rely obligation
- 03Customer obligation
- 04Exception owner
- 05Change control
- 06Incident and termination path
Clinical authority, claims permission, and data duties remain explicit and non-transferable.
Every failure mode gets a named party. Scope, exceptions, changes, and incidents become contract rows instead of sales promises. The diagram shows Action class, Rely obligation, Customer obligation, Exception owner, Change control, Incident and termination path. Clinical authority, claims permission, and data duties remain explicit and non-transferable.
Scope
Three things the statement of work has to separate
What varies by program
Whether navigators are included, coverage hours, acceptance targets, permitted and prohibited actions, systems and access, the resource set, escalation destinations and the fallback owner. None of these are universal and none should be inferred from marketing copy.
What never moves
Diagnosis, treatment, medication decisions, clinical interpretation and urgent safety response remain with the customer's designated licensed team. Rely does not supply clinical judgment under any scope.
Responsibility
Who owns every action, exception, change and incident
This is the shape of the responsibility matrix that belongs in the statement of work. The specifics are program-negotiated, but the categories should never be left implicit.
| Item | Rely owns | Customer owns |
|---|---|---|
| Approved outreach and documentation | Executing the approved action set, disclosing that the caller is AI, recording the disposition | Approving the script, the cadence, the channel and the population |
| Nonclinical exception work | Accepting, working and closing permitted exceptions within the agreed scope, where navigator support is included | Defining which exceptions are permitted and naming the destination for those that are not |
| Clinical decisions and urgent response | Detecting the configured stop condition and routing with context | Accepting the thread and every clinical decision that follows. Escalation without acceptance is not closure. |
| Consent, recording and disclosure | Implementing the approved language exactly and evidencing that it was delivered | Approving the language for that population, channel and jurisdiction |
| Access provisioning | Providing named individuals, training them and requesting least-privilege access | Granting, reviewing and revoking access through the customer process |
| Workflow change | Documenting the proposed change, regression testing it and releasing it in a controlled way | Approving changes that affect clinical routing, disclosure language or scope |
| Incidents | Detection, notification as contracted, investigation and remediation on our side | Customer-side investigation, regulatory determinations and patient notification decisions |
| Public claims | Not publishing anything about the engagement without permission | Granting or withholding permission for any named or identifiable reference |
Assignment is not acceptance and escalation is not closure. Both distinctions belong in the contract language, not only in the operating design.
Send us your paper.
We will mark it up against one specific workflow and tell you which commitments we will make and which we will not.