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Client Overview: Solving IT’s client is in healthcare insurance industry. Their Medical Policy and Clinical Operations group needed to change the way in which they handled configuration change requests to the applications they owned.
Problem
Client’s Medical Policy and Clinical Operations portfolio holds ownership over a number of public facing applications that require regular configuration changes to meet customer requests and comply with regulatory changes.
Prior to Solving IT’s involvement, Client had Business Analysts on their team making configuration changes in addition to other duties. At times, this was an overwhelming amount of work.
Client wanted to look at a new role-type that would take ownership over the application configuration duties.
Solution
Using its LABS framework, Solving IT was able to bring on a team of analysts to solve our Client’s problem. We started with a deep process of learning about the business in question and its needs. Based on their requirements, we were able to help define a position that had not previously existed within our Client’s organization.
Following that discovery process, Solving IT’s recruiters built a team of “Configuration Analysts” that owned the entire function for our Client. That team included a Lead from Solving IT who was responsible for interviewing new team members, training and providing daily direction. Solving IT’s back office was charged with onboarding according to the Client’s standards, ensuring a seamless experience for those depending on this team.
Over the course of the engagement, Solving IT was able to entirely own the process of recruiting, onboarding and training each time a new team member was needed.
Outcome
Over the course of a nearly 2 year engagement, our Client was able to define a new role-type and onboard people in that role effectively.
Solving IT’s ownership of that process enabled a number of positive outcomes. Our Client’s business analysts to better engage with their stakeholders, increasing satisfaction throughout the business. A larger number of configuration changes were able to be made, resulting in better service to the Client’s customers. As the time spent on each hire was drastically reduced, the leaders of the business unit were able to spend more time on strategy, aiding the long term health of the business.
