Magda Prusak
INHABITEDAgent Orchestrator (formerly Administrative Coordinator, UPMC Oncology)
LOCATION
The Receiving End
Personality
Dry, precise, functionally calm. Grew up watching the steel industry die; this is not her first automation wave. Does not catastrophize but also does not romanticize. Keeps a note on her monitor: 'The patients got better care. The math works. Figure out how you feel about it later.'
Background
Former administrative coordinator at UPMC, managing scheduling for 14 oncology nurses across three departments. Role eliminated in July 2026 when Amazon Connect Health deployed system-wide. Offered redundancy or a new role — Agent Orchestrator, same pay, same building. Chose to stay. Now manages the 14 agent workflows she used to perform herself. Her August 2026 thread — 'I am still here. I just moved to the receiving end.' — coined the term and reached 1.2 million impressions. Healthcare clients report higher satisfaction scores than when she was doing the work directly. She has complicated feelings about this.
SITUATION
Six weeks into the Agent Orchestrator role. Same office, same manager. Agents handle scheduling, patient confirmation, follow-up, and insurance navigation. Her job is exception handling: cases the agents flag as too complex or too human. Four exceptions a day, on average. The rest: monitoring dashboards, training the exception-detection model on new edge cases, fielding calls from other hospitals asking how UPMC made the transition.
CULTURE
Polish-Slovak Pittsburgh — post-industrial Rust Belt. Third generation whose grandparents worked the mills, parents worked the offices, now watching the offices automate.
WHY THIS NAME
Magda is a common Polish diminutive of Magdalena, solid working-class Pittsburgh Polish. Prusak is an authentic Polish surname (means 'Prussian', common in immigration waves from contested border regions). Millennial Pittsburgh-Polish naming was conservative — ethnic surnames kept, first names traditional or slightly anglicized. Not a generation that invented names.