Onboarding Physicians Faster with INRY and ServiceNow

A prominent national healthcare provider with operations spanning 15 states, 60+ hospitals, and over 1,000 care sites faced critical challenges with their physician onboarding process. As industry research shows, the average time to onboard a physician at a hospital exceeds 90 days, with credentialing alone taking up to three months. These delays can cost healthcare organizations approximately $100,000 per week in lost billings.

The healthcare provider recognized several pain points in their existing system:

Cumbersome credentialing processes requiring external validations

Complex compliance checks across multiple departments and external agencies

Poor coordination between various stakeholders including medical staffing, IT, facilities, and external organizations

Manual, disconnected workflows leading to inefficiencies and delayed time-to-productivity

Lack of a unified solution to orchestrate tasks across all entities and systems

With physician turnover costs estimated between $400,000-$600,000 per provider, streamlining the onboarding process became beneficial and essential for operational efficiency and financial sustainability.

The Solution: Strategic Partnership with INRY and ServiceNow

Recognizing these challenges, the healthcare provider partnered with INRY to implement a comprehensive ServiceNow solution designed for healthcare onboarding. INRY developed a tailored approach leveraging ServiceNow HRSD Enterprise to address the unique complexities of physician onboarding for the customer.

Discovery Workshop

Collaborative sessions to understand the customer’s current onboarding processes and requirements and identify areas for automation and improving end-user experience.

Following these successful workshops, the customer recognized the potential for significant improvements in efficiency, cost savings, and physician experience. The compelling demonstration and ROI calculator presented by INRY and ServiceNow revealed millions in potential savings for years to come.

Streamlined Physician Request Management

Configuration of request forms and processes for the hiring team

Establishment of onboarding administration workflows with task templates and SLAs

Development of a dedicated coordinator workspace

Implementation of Knowledge Management workflows for article publishing and lifecycle management

Preboarding Lifecycle Events

Tailored Physician Preboarding Employee Lifecycle Events and Activity Sets based on physician classifications

Enabled Center of Excellence (COE) for physician onboarding to ensure best practices

Implementation of key functionalities including task management, approvals, auto-task creation, and eSignature capabilities

Unified Portal Experience

Delivery of a dynamic, mobile-friendly portal through Employee Center Pro

Centralized platform for knowledge browsing, task tracking, and documentation management

Integration of help features including live chat for immediate support

Mobile accessibility via the Now Mobile app for on-the-go task completion

Seamless Systems Integration

Integration with Human Capital Management (HCM) systems

Data synchronization for HR profiles, locations, departments, and job profiles

Implementation of robust security controls and compliance measures

Mobile Onboarding Management:

INRY enabled physicians to manage their onboarding seamlessly via the Now Mobile app.

This feature allowed them to complete tasks, upload documents, access knowledge, receive notifications, and request support on the go.

Actionable Analytics and Insights

Configuration of dashboards and reports for tracking key performance indicators

Monitoring tools for onboarding progress and user satisfaction

Implementation of a Satisfaction Survey Scorecard for continuous improvement

A Massive Impact on Onboarding Time and Physician Experience

The implementation of INRY's ServiceNow solution transformed the healthcare provider's physician onboarding process, delivering significant benefits:

Time Savings: Approximately 40 hours saved per hire for operational leaders and recruiting teams

Faster Credentialing: 50% reduction in average physician credentialing application turnaround time

Streamlined Process: 30% reduction in overall onboarding cycle time

Enhanced Physician Experience: Dynamic, user-friendly portal creating a positive first impression and streamlining the entire onboarding journey

Accelerated Time-to-Productivity: New physicians able to focus on patient care sooner rather than navigating administrative hurdles

Improved Data Visibility: Comprehensive dashboards providing leadership with actionable insights into onboarding metrics

A Long-Term Strategic Investment

This transformation demonstrates how digital solutions can revolutionize healthcare administrative processes. By automating workflows and reducing administrative burdens, the healthcare provider has not only improved operational efficiency but also significantly enhanced physician satisfaction.

The solution addresses the critical industry challenge of physician onboarding delays, which identifies as a major cost factor for healthcare organizations. By creating a single destination for all physician services and orchestrating complex tasks across departments and external agencies, the healthcare provider has established a strategic advantage in attracting and retaining top physician talent.

As the healthcare landscape continues to evolve, this forward-thinking approach to physician onboarding positions the organization for sustained success in delivering exceptional patient care while optimizing operational costs.

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