Healthcare transformation case study

Employee Support Program Transformation

Transformation of a fragmented, manual employee healthcare support process into a structured ticket-based operating model with clearer ownership, automation, dashboards, SOPs, escalation and user training.

Business challenge

Manual processes were limiting visibility and consistency

Requests moved through forms, email, messages and individual follow-up. That made ownership unclear, delayed escalation and made it difficult to monitor workload, service status and recurring operational problems.

Before

  • Manual intake and follow-up
  • Fragmented communication
  • Limited status visibility
  • Dependency on individual memory
  • Difficult reporting and escalation

After

  • Structured ticket-based intake
  • Automated routing and assignment
  • Centralized status tracking
  • Defined ownership and service stages
  • Dashboards, SOPs and escalation pathways
Operating model

Designed around clear stages and ownership

SubmissionGoogle Form intake
RoutingAutomated assignment
VerificationDocuments and eligibility
ReviewClinical and operational checks
FulfillmentPharmacy and service delivery
ReportingStatus, KPIs and escalation
My contribution

Bridging healthcare operations, users and technology

Process design

Mapped the real workflow, clarified stages, ownership, responsibilities and escalation paths.

Automation

Innovated an integration between Google Forms and ServiceDesk Plus using Google Apps Script to automate routing while preserving a simple user experience.

Dashboarding

Created centralized operational views for request handling, medicines, alternatives, pricing and follow-up.

Governance

Developed SOPs, role guidance, reporting structures, KPIs and implementation controls.

Training

Designed and delivered system and duty training for review teams and operational stakeholders.

Stakeholder coordination

Acted as a liaison across People Operations, HR, reviewers, pharmacy, technology teams and leadership.

Key deliverables

Evidence of structured implementation

Workflow maps

Clear stages, ownership, handoffs and exceptions.

SOPs and runbooks

Repeatable guidance for system use and operational duties.

KPI dashboards

Workload, status, pending actions and operational visibility.

Automated routing

Reduced manual handling between intake and ticket creation.

Training materials

Role-based guidance supporting adoption and consistency.

Escalation pathways

Visible handling for urgent, blocked and exceptional requests.

Professional impact

What this case study demonstrates

PMO governance

Turning ambiguous work into defined milestones, controls, risks and reporting.

Change management

Supporting adoption through communication, training and practical role design.

Digital transformation

Improving service delivery by redesigning the operating model, not merely digitizing forms.

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