Digital transformation operating model

The challenge

A 40,000+ employee Academic Medical Center (AMC) with several hospital sites, dozens of ambulatory facilities, and multiple call center entities had an obsolete way of working model for patient engagement. The Digital Engagement leadership team realized through the millions of interactions with patients that they had created barriers to health services causing a digital divide, and a widening gap in access to and utilization of digital healthcare.

Moreover, the team had invested in millions of dollars of digital advancements without the correct organizational design to support these new engagement tools.

The approach

So how did we help? Here’s what we did:

• Assessed the current model of connecting with patients
  It’s impossible to change the operating model and organizational design without thoroughly mapping out what current state is.  Once the current state is established; it was key to ensure all leaders understood what each team’s perceived roles and responsibilities were.
• Engaged leaders through several workshops to discuss options for the future
  Several (more than 5) half day sessions were held with leaders of functional digital areas (access, marketing, digital tools, etc.) to craft different scenarios that were patient-centric and tethered to the vision of digital engagement.
• Created a Centralized Patient Engagement Center
  Creating milestones and the case for urgent change led the team to land on the scenario that included a centralized digital engagement center that utilized a shared service approach to digitally engage with all patients and their families.
• Elevated leaders smartly and objectively
  Through a standard and objective set of questions and evaluations, select the best leaders for the roles and for areas that do not have one, create ‘stretch opportunities’ for high potential leaders to create long-term cultural energy.

The result

Through a 2-year process, Vynamic partnered with the senior leaders at the AMC on a system-centric approach to the way they engage with patients and organization structure to codify their why, enhance coordination on engagement, and create consistent and standard approaches to the way the team interacted on each and every connection point along the patient journey.