Making onboarding in the healthcare sector transparent

The Provider Onboarding process has many steps and crosses many departments. Uncoordinated Network processes regularly include Recruitment, Onboarding, Credentialing, Privileging and Enrollment. Delays in credentialing, privileging and enrollment due to manual processes and limited automation are common.

Often, there is a lack of visibility into timing of activities that vary with cross-departmental dependencies and exceptions. Siloed approaches make it hard to implement enterprise-wide analytics and continuous improvement practices. No clear document management and repository for all the documents involved in this process from both the provider and the organization.

In an ideal Provider Onboarding Journey, Credentialing and Privileging occur in a streamlined and linear process, while Enrollment begins after receipt of enrollment signature pages. Leading practice is for this process to be completed prior to the Provider’s employment start date in order to avoid delays in the ability to see patients and bill for services.

KPMG and ServiceNow’s solution features a Provider New Hire Portal and Mobile App Experience that enable full visibility into all activities for new hires and hiring managers. Requests are created for departments with the right parameters, at the right time and provide robust support for contextual answers to questions throughout the process. The solution allows to measure and improve new hire satisfaction ratings, measure success and identify process improvement, identify process bottlenecks during the onboarding process and reduce post Day 1 requests from new hires by getting things right the first time.