Health CareClient Case Study
Sponsor: VP, Healthcare ServicesBUSINESS CHALLENGE
This large healthcare provider, specializing in mental health and employee assistance programs, did not have the capability to monitor business activity to identify workflow, staffing, and training issues. This lack of visibility had resulted in poor customer satisfaction, contract penalties, and unnecessary delays.
With customer satisfaction and contract performance penalties at risk, Strategis implemented a workflow data warehouse and dashboard to track details of work requests, assigned resources, and actions being performed. Targets for turn-around-time could now be measured, monitored, and managed at the departmental and organizational levels. Work requests that previously required multiple hand-offs could be managed and re-routed to optimize productivity.
As a result of this system, the client was able to improve task level priority management, increase training effectiveness, staff within functional areas, and ultimately improve customer satisfaction through better communication and timely resolution.