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Healthcare

Streamlining Onboarding Process in Healthcare using ServiceNow

Turning onboarding bottlenecks into breakthroughs by 88%.

Ohio, USA
Streamlining Onboarding Process in Healthcare using ServiceNow

Background

A renowned Medical center in the state of Ohio, USA, faced significant challenges with its onboarding process, which was lengthy and inefficient. The process involved multiple templates, unnecessary approvals, and dependencies that hindered the onboarding of new employees.

Problem Statement

  • •Multiple redundant onboarding templates causing confusion and inconsistency.
  • •Background check processes added delays and required manual reviews.
  • •Unnecessary approvals from stakeholders who were not required in the workflow.
  • •Dependencies on the e-Services team for ID Processing team updates.
  • •24-hour wait timers for background check revalidation.

Solution

Platform Used: ServiceNow and custom UI/UX

Consolidated templates

Reduced 25-26 templates to a single template, eliminating unnecessary complexity and approvals.

Streamlined background check process

Integrated background checks into the onboarding process, allowing users to submit requests only after the background check is complete. Exceptions are now handled within the form, reducing manual reviews and unnecessary routing.

Removed dependencies

Eliminated the dependency on the e-Services team for ID Processing team updates and removed the 24-hour wait timer for background check revalidation.

Optimized Approvals & Workflow

Identified and removed unnecessary approvals, ensuring that only required stakeholders are involved in the process.

Implemented ServiceNow

Utilized ServiceNow as a tool to automate and streamline the onboarding process.

UI and workflow redesign

Simplified the form UI and rebuilt the backend workflow to eliminate unnecessary complexity.

Impact Measurement

  • •New Onboarding – Average Lifetime Report: Shows average ticket lifetime for requests created using the new onboarding form.
  • •Old Onboarding – Average Lifetime Report: Displays average ticket lifetime for requests created using the previous form.

Outcomes

  • Reduced processing time: The onboarding process has been reduced from 26 days to 3 days, a significant improvement of approximately 88%.
  • Increased efficiency: The elimination of unnecessary approvals and dependencies has streamlined the process, reduced delays and increasing productivity.
  • Improved user experience: The simplified process has improved the user experience for new employees, allowing them to get up to speed faster and focus on their roles.

Benefits

Time Savings

Reduced onboarding time by 88%.

Efficiency Gains

Streamlined processes and removed bottlenecks.

Better UX

Improved experience for new employees.

Scalable Solution

Repeatable model for other processes.