The Client
Headquartered in Phoenix, Arizona, Banner Health is one of the largest nonprofit healthcare systems in the United States. The system owns 30 acute-care hospitals including three academic medical centers and other related health entities. Banner Health operates in six states: Arizona, California, Colorado, Nebraska, Nevada, and Wyoming.
The Challenge
Banner Health believes that fully engaged employees are foundations to providing excellent patient care. The health care system is Arizona’s largest private employer, Northern Colorado’s third-largest employer, and among the top employers in the United States.
The nonprofit, always looking for ways to improve the experience of its patients and visitors, focused its sights on improving an essential aspect of its business, the recruitment process. With over 50,000 employees operating in 28 hospitals, it was time to retire outdated manual measures and make the hiring process easier for candidates, recruiters, and stakeholders.
To track candidates throughout the recruitment life cycle, the hiring team was using Excel spreadsheets, weekly in-person meetings, and a CRM with limited capabilities. As a result, they lacked real-time data, visibility into process tracking and performance management, and sufficient reporting capabilities.
The Situation
Need to migrate from outdated systems to elevate care standards and streamline processes
With an aim to drive better experiences for its patients and physicians, TeamHealth wanted to modernise its technology infrastructure to:
- Need for an efficient data warehousing platform acting a single source of Truth for all data need
- Integrate with other providers to facilitate analytical data-driven insights with best practice and support to assist end-users
- Provide common data to underpin analytics and crucial strategic initiatives such as A&E Dashboard, Model Hospital and Patient Level Costing
- Support and maintain the hybrid architecture which combines on-premise infrastructure with Azure cloud services
- Need for an efficient data warehousing platform acting a single source of Truth for all data need
- Integrate with other providers to facilitate analytical data-driven insights with best practice and support to assist end-users
- Provide common data to underpin analytics and crucial strategic initiatives such as A&E Dashboard, Model Hospital and Patient Level Costing
- Support and maintain the hybrid architecture which combines on-premise infrastructure with Azure cloud services
The Solution
Banner Health hired Mastek, an award-winning CRM and marketing automation consulting provider, to guide the initiative and design a PPME app (Provider Pre-employment Made Easier) using the Salesforce platform. Mastek, which takes a customized and collaborative approach to each project, conducted a thorough discovery process to understand current procedures and goals to future-proof the implementation.
- Building and implementing Parallel DWH platform using MS-APS
- Developing highly performant Apps/APIs using Azure event hubs, CosmosDB
- Building an automatic monitoring and alerting framework
- Using modern resources, such as React Native, to develop the NHS Emergency Care Mobile App
The Solution
Banner Health hired Mastek, an award-winning CRM and marketing automation consulting provider, to guide the initiative and design a PPME app (Provider Pre-employment Made Easier) using the Salesforce platform. Mastek, which takes a customized and collaborative approach to each project, conducted a thorough discovery process to understand current procedures and goals to future-proof the implementation.
- Building and implementing Parallel DWH platform using MS-APS
- Developing highly performant Apps/APIs using Azure event hubs, CosmosDB
- Building an automatic monitoring and alerting framework
- Using modern resources, such as React Native, to develop the NHS Emergency Care Mobile App
Mastek was chosen because of their clear ability to listen to our needs, their demonstrated Salesforce expertise and modern project management approach. This formula was key to ensuring success in the first step of our transformation.
– Ryan Johnson
CIO Arizona State Land Department
Mastek was chosen because of their clear ability to listen to our needs, their demonstrated Salesforce expertise and modern project management approach. This formula was key to ensuring success in the first step of our transformation.
CIO Arizona State Land Department
Milestone-Based Process Flows Streamline Recruiting Efforts
Central to the recruitment project was the Provider Pre-employment Made Easier app, which was designed and developed within Salesforce by Mastek. PPME helps guide the hiring process from sourcing to recruitment to pre-employment.
PPME is a chevron-based process where an application flows through six different phases. Within each phase, there are individual steps that must be completed in order to move to the next stage. Milestones are dependent upon one another either in a single phase or multiple phases. Additional layers were included which configure the flow of milestones based on the provider type or organization level. The Banner Health team is thrilled with the ability to track linear and consecutive processes. Configured dashboards provide full visibility along with the ability to zoom in on any single aspect of the hiring funnel. The improvements and real-time reporting data result in informed decision-making at the executive level. Greater transparency reveals any procedural or operational gaps, which means focus can be shifted to areas of need, saving valuable time and resources.
The PPME process has provided clarity and streamlined efforts for all involved-the candidate, the recruiting team, and the stakeholders. It was so successful that Banner Health has decided to use the highly configurable PPME business strategy to create important milestones in other areas of the organization.
Digital Transformation Drives Business Value
As a result, approximately thirty unique application types were digitized to a branded web portal with a modern customer-centric look and feel. Aside from land and lease application processing built on Salesforce Service Cloud and Communities, the cloud solution included integration to the legacy ERP, document management system, and several custom apps that provide project tracking for the commissioner’s office and the Real Estate and Trespass divisions.
Business value was delivered throughout-from workflow processing, document digitization and migration, integrations for online fee payment systems, and organizational change management. A community portal was created to help citizens submit and check the status of electronic applications along with an online payment system for application fees. Other benefits and accomplishments included:
- 1,300 lease applications located, organized, and migrated
- 6,600 accounts migrated
- 19,000 documents digitized
- 2 legacy system data integrations
- 5 legacy screens retired
- 110 users launched
- 30 self-service applications implemented
- 58 unique application workflows developed
- 40% reduction in foot traffic
- 70% reduction in information silos
- 25% reduction in application processing time
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
- Ensured a single version of the truth for improved operational and services insights
- Enabled real-time collections to run 10x faster
- Drove 90% faster response times for patient level and other reports
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