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ServiceNow Workflow Automation Platform for Healthcare Organization to Enhance Operational Efficiency and Patient Experience
  1. case
  2. ServiceNow Workflow Automation Platform for Healthcare Organization to Enhance Operational Efficiency and Patient Experience

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ServiceNow Workflow Automation Platform for Healthcare Organization to Enhance Operational Efficiency and Patient Experience

nix-united.com
Medical
Education
Research

Operational Inefficiencies and Patient Care Challenges

Rapid organizational growth led to increased manual workloads, medical record errors, data loss, and rising operational costs. Staff struggled with fragmented systems, inefficient vaccine administration, and high patient service demands, negatively impacting care quality and employee productivity.

About the Client

For-profit hospital specializing in acute care with academic research partnerships, employing over 1,300 medical and administrative staff

Strategic Transformation Goals

  • Automate 20%+ of IT and clinical workflows to reduce manual effort and operational costs
  • Centralize patient data management to improve accuracy and accessibility
  • Implement self-service portals and AI-driven tools to enhance patient engagement
  • Optimize vaccine administration and inventory management processes
  • Achieve 30%+ reduction in overall operational expenses

Core System Capabilities

  • ITSM module for automated ticketing and incident management
  • HRSD module for staff workflow optimization
  • CSM module with patient self-service portals
  • AI-powered chatbot with NLP capabilities
  • Vaccine administration management system
  • Integrated knowledge base with AI-driven content organization
  • Real-time performance analytics dashboard

Technology Stack Preferences

ServiceNow
JavaScript ES5

System Integration Requirements

  • Microsoft Teams
  • Microsoft Outlook
  • JIRA

Operational Requirements

  • HIPAA-compliant data security framework
  • Scalable cloud architecture
  • 99.9% system uptime SLA
  • Real-time analytics processing
  • Cross-channel communication synchronization

Projected Business Impact

Anticipated 30% operational cost reduction through automation, 20% improvement in incident resolution times, 35% decrease in help desk calls, and 15% reduction in vaccine administration no-shows. Self-service adoption expected to resolve 42% of patient queries autonomously while enhancing staff capacity for complex tasks.

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