VCU Health System Transforms HR Services and Support
ScottMadden frequently helps organizations increase efficiency by designing and implementing service delivery models. Contact us to learn how we can help support your people strategy projects.
At a Glance
Leading Practice Model
Delineated HR work activities to align with a leading practice delivery model
HR Solutions Center
Launched a new HR solutions center
- Accessible to more than 11,000 employees and 16,000 non-employees
- Including real-time tracking and resolution for hundreds of daily requests
Centralized Support
Enabled the service delivery model with centralized administrative support which provided HR staff more time to focus on
- Retaining top talent
- Designing compensation programs
- Preparing for regulatory audits
Challenge
The healthcare industry faces acute HR-related challenges, including talent acquisition, retention, and employee engagement. In order to focus more time on these challenges, while delivering consistent, high-quality services to their employees, the HR department of an academic medical system needed to change the way they delivered services.
Process
- Delineated HR work activities to align with a leading practice delivery model
- Identified roles and processes to transition to HR solutions center; defined the new team and redesigned and documented high-volume processes
- Developed operational processes, dashboards, and key metrics and reporting for the HR solutions center and HR leadership teams
- Designed and implemented a comprehensive case management system, knowledgebase, and end-user web portal, utilizing ServiceNow technology
- Designed, executed, and led training efforts to educate solutions center staff as well as HR and non-HR stakeholders
Result
- Launched a new HR solutions center accessible to more than 11,000 employees and 16,000 non-employees, including real-time tracking and resolution for hundreds of daily requests
- Released an end-user web portal with 200+ searchable topics for clinical and non-clinical staff and managers to access pertinent HR information and initiate requests anytime and anywhere
- Enabled the service delivery model with well-defined roles; centralized transactional/administrative support to allow more time to focus on industry challenges such as retaining top talent, designing competitive compensation programs, and preparing for regulatory and accreditation audits
Related Insights
Driving Success with HR Competency Assessments
Case Study
A not-for-profit, academic healthcare system embarked on a journey to transform their HR department. As part of the transformation, HR leadership wanted to promote individual development, while…
Talent Management Assessment Delivers Results
Case Study
ScottMadden helped the nation’s largest for-profit hospital system with challenges they were facing with their newly implemented recruiting administration function. With nearly 40,000 new hires annually across the…
Downsizing: Fairly, Legally, Ethically, and Respectfully
Case Study
Facing increasing cost pressure, regulatory pressure, and long-standing operational performance challenges, a large multi-unit nuclear operator turned to ScottMadden for guidance and assistance to transform its nuclear…
Let’s Work Together
We don’t solve problems with canned methodologies. We help you solve the right problem in the right way. Our experience ensures that the solution works for you.