Workfront bridges work team silos, enabling health plan departments to reduce time, improve abilities to meet SLAs and increase efficiency.
Improvement in ability to deliver on SLAs
Eliminate work silos across the organisation
Streamline work processes to eliminate delays
Streamlined requests and processes
Improved transparency and collaboration
Reduced ergonomic request processing time from 4 weeks to 24 hours
Improved ability to deliver on SLAs by 500%
Gained 15% to 20% efficiency in Marketing requests
Reduced asset discovery time by 90% to 95%
While other healthcare organisations talk about optimising processes, Inland Empire Health Plan (IEHP) has taken significant steps to achieve results. Process improvement is part of IEHP’s culture. Embracing Lean methodologies and using Adobe Workfront to reduce paper and connect siloed teams, IEHP is continuously transforming manual processes into more efficient and productive ways to work. At the fast-growing health plan, Workfront has reduced ergonomic assessment process time from weeks to hours, improved Purchasing’s ability to deliver on service-level agreements (SLAs) by 500% and increased Marketing efficiency by 15-20%.
IEHP has a mission: to organise and improve the delivery of quality, accessible and wellness-based healthcare services for its community. The not-for-profit Medi-Cal and Medicare health plan, headquartered in Rancho Cucamonga, California, has a network of more than 6,000 providers and 2,000 employees that provide comprehensive managed healthcare coverage to more than 1.2 million members of Riverside and San Bernardino counties enrolled in Medi-Cal or Cal MediConnect (Medicare-Medicaid Plan).
IEHP operates seven divisions with more than 100 departments and sub-departments. The impact of a wide variety of initiatives, priorities and resource constraints resulted in work silos across the organisation. Committed to continuous operational improvement, the health plan has invested heavily in Lean methodologies and has concurrently sought to expand an existing Workfront deployment to better connect teams and processes.
“Most team members have been trained to rely on email and paper at work,” explains Michelle Gracey, IEHP’s Application Services Manager. “We recognised moving paper from one place to another created significant delays, so we needed to combine better process with proven technology to make our teams more efficient.”
Within and across teams, IEHP was experiencing process delays:
Application Services Manager, IEHP
IEHP continually strives to get the most value out of everything it has and all that it does, whether it’s time, people, resources or technology. Employees across the organisation use Workfront to work smarter, faster and more efficiently. Workfront project management, reporting and digital proofing reduce time-consuming paper and email processes while connecting complex workflows across departments from strategy to delivery — all of which frees employees to focus on higher-value work.
“The Workfront team’s passion for making better work management software has helped IEHP become better project leaders,” says Natasha Acosta, Compliance Programme Specialist at IEHP.
“At IEHP, Workfront isn't a technology on top of existing process; it's a solution to make existing processes better,” adds Gracey. “It’s transforming the way people think about how they work.”
Senior Application Support Specialist, IEHP
For example, IEHP built a new ergonomics request workflow using Workfront customised forms that expedites requests and proactively addresses ergonomic needs. Complete requests can now be handled directly in the system without paper forms and wet signature approval delays.
The Marketing team at IEHP is also using customised forms and request queues to standardise work processes. Strategic, well-thought-out, required request form fields prevent incomplete requests from entering the system, eliminating back-and-forth design and concept questions, as well as rework. The new process is saving more than two dozen Creative team members time while significantly improving their efficiency.
“Brainstorming meetings are now more productive because creatives have everything they need, in a standard format, to get started. When people do get together, they ask more detailed questions and gain better insight to use in concept design,” says Gracey. “Workfront has eliminated time previously spent on communications clarifying initial requests.”
Using digital proofing capabilities in Workfront, the Creative team continues to accelerate project review cycles. Automated asset approvals are ideal for faster reviews while also documenting who and when feedback was entered, as well as when approval was granted.
“Workfront gets everyone out of email. Its collaboration features make employees more accountable to one another,” says Dawn Cejudo, Senior Application Support Specialist at IEHP.
Special Programmes Manager, IEHP
Purchasing relies on Workfront as its primary collaboration platform, ensuring when requests are made, tasks are communicated and tracked as part of cross-departmental work. Today, the organisation uses a queue system with customised forms in Workfront that flag requests for rapid resolution. Longer term, IEHP expects additional workflows involving compliance requirements to be executed, tracked and archived in Workfront for time stamping and audit purposes.
“Workfront has enabled innovation in the Purchasing Department, allowing us to capture continuous improvement metrics such as productivity, turnaround time, ageing inventory and quality. These metrics have resulted in exceeding intradepartmental goals on a daily basis, faster communication between departments and the ability to easily create printable graphs,” says Riley James, Procurement Contract Specialist at IEHP.
IEHP is among a growing group of businesses extending Workfront to external vendors for even greater process consistency and efficiency. Project managers no longer have to spend time translating vendor plans from SmartSheets or Microsoft Project into Workfront projects because vendors are required to enter and keep tasks and documents updated in IEHP’s Workfront instance, a change that has improved visibility, encouraged collaboration and streamlined reporting.
“We are managing more than 50 vendors working on projects in Workfront and that’s increased engagement and communication with external teams while at the same time eliminating data-entry time internally. Workfront is now a requirement for our vendors and it’s working great. There are no more side or lost conversations,” says Dawn Cejudo, Senior Application Support Specialist for IEHP.
“Every day there seems to be a new project or issue that needs to be addressed ASAP,” says Hector Garcia, Special Programmes Manager at IEHP. “Workfront helps provide stability and clarity to my work day. I know exactly what’s pending and what needs my attention straightaway.”
Workfront dashboards and customised reporting capabilities give IEHP leaders real-time insight into projects and their status. In seconds, IEHP employees can show progress as well as who is working on what tasks and when and access to this data is easily controlled via permissions, roles and sharing functionalities within the system.
“Reporting is really important at IEHP and Workfront reports allow team members to give just the right amount of information to our leaders and teams,” explains Gracey.
Senior Communications Coordinator, IEHP
Since deployment, IEHP has consistently seen 20% Workfront user growth. Recently, it rose to nearly 30% as strategic conversations with business units progress faster and more workflows and processes move from paper into Workfront. Today, IEHP’s nearly 1,000 users and 1,300 requestors use Workfront daily, as the company improves processes with Workfront and achieves the following benefits:
“I found that Workfront has helped the team stay informed on tasks that need attention and helps us to collaborate more effectively,” says Lydia Purkey, Senior Communications Coordinator at IEHP. “Our Creative staff especially enjoys the online proofing features.”
With roughly half of IEHP on Workfront already and usage growing, the company expects to see visibility increase and connections grow even stronger. “I envision a map in Workfront, connecting all of our work teams and workflows across the organisation. It’s coming and it’s going to be amazing,” concludes Gracey.