Program Management of System Upgrade

Summary

A healthcare organization was preparing for a major upgrade of one of its core systems within its claims department.

Our Role

In addition to the implementation, we managed the command center and the operational readiness activities leading up and during the go-live warranty period.

Results

• Created a model office and conducted the production-like runs to determine gaps in the future-state system and operational processes.

• Determined additional job aids and standard operating procedures needed for go-live.

• Developed and managed the executive dashboard that was used to monitor go-live metrics and identify immediate issues needing resolution.

• Managed the onsite and remote support needed for the frontline staff across multiple locations and states.

Sample Deliverables