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Industry Spotlight

Healthcare + ServiceNow

TQStarling assists healthcare providers in the face numerous challenges, including rising operational and treatment costs that strain budgets and affect patient affordability. Providers must also continuously adapt to evolving regulatory standards to avoid penalties, while simultaneously striving to meet growing patient expectations for personalized, convenient, and high-quality healthcare services.

ServiceNow helps healthcare providers address their multifaceted challenges by streamlining operational workflows, enhancing data security and compliance management, improving technological integration, and ultimately elevating the quality and accessibility of patient care.

Download the White Paper:
Accelerating Patient Outcomes in Healthcare

Overview

1 - Challenges

There are many challenges faced including Patient Centric Design, Administrative Burdens, Technology Integration and Regulatory Compliance.

2 - Accelerating Patient Outcomes

There are numerous places to start including Data Interoperability, Reimagined Service Delivery, Platforms and Facilitating Multiple Relationships.

3 - Patient Journey

There are opportunities across the Patient Journey including Scheduling, Intake, Clinical Assessment, Care Plan Coordination, Education + Support, Follow-up Care and Monitoring and Feedback + Engagement.

4 - Patient Journey + ServiceNow

ServiceNow can advance the Patient Journey through different approaches including ServiceNow CSM/CRM, ServiceNow Assist, ServiceNow App Engine, and AI Agent Orchestration.

5 - Reducing Administrative Burden

There are multiple administrative areas where the burden can be reduced in Finance, AP, Human Resources and IT.

6 - Reducing Burden + ServiceNow

ServiceNow can reduce the Administrative Burdens through ServiceNow Finance + Supply Chain, ServiceNow HRSD, ServiceNow Assist, ServiceNow ITSM/ITAM/EAM and ServiceNow GRC.

Challenges

  • Patient Centric Design

    Healthcare teams often find it challenging to deliver a seamless and convenient patient experience across multiple channels and services. This lack of cohesion & convenience can lead to patient frustrations and a decline in care quality.  Patient centricity revolves around allowing the Patient to control of their health through connected services.

  • Administrative Burdens

    Healthcare providers are confronting an intricate maze of administrative burdens that divert critical time and resources away from patient care. The escalating operational and treatment costs tighten budgets, while workforce shortages and burnout further strain staffing capacity. Challenges within HR, Finance and IT are common in back office functions.

  • Technology Integration

    The integration and maintenance of advanced systems like Electronic Health Records (EHRs) introduce significant workflow complexities and persistent interoperability issues. These challenges amplify the likelihood of errors in routine administrative tasks while adversely affecting care quality.

  • Regulatory Compliance

    Healthcare organizations face pressure to navigate a constantly changing regulatory environment while safeguarding sensitive patient data. The growing threat of cybersecurity breaches demands robust measures to ensure compliance with data protection laws, while evolving regulations require constant adaptation to avoid penalties.

Accelerating Patient Outcomes

Data Interoperability

New ways of creatively using data are driving the digital transformation of healthcare.  Allowing diverse datasets in healthcare to be merged or aggregated meaningfully can help healthcare organizations achieve better data interoperability.

Reimagined Service Delivery

Patients get the care they need, want and are entitled to – seamlessly.  This means understanding that the next generation healthcare services requires a rethink with patient as an independent self, choosing experiences that fit them, their lifestyle and their digital maturity.  From everyday care, getting answers to ongoing care – consider digital first approaches and frictionless in person experiences

Platforms

In order to accelerate the transformation of industry and drive impact, organizations should adopt a platform mindset and embrace the right architecture principles that position them for successful operation within a platform ecosystem.

Facilitating Multiple Relationships

Improving systems of partnership and processes in healthcare will lead to better patient experience and improved health outcomes.  Established organizations can help meet the longstanding needs o their patients through new partnership, and vice versa.

Patient Journey

Patient Journey
Opportunities

  • Automated Scheduling, Verification of Insurance, address preliminary questions.

  • Registration, Medical Records Collection & Validation.

  • Discuss and record symptoms, concerns, medical history, schedule, conduct diagnostic tests.

  • Create treatment plan, assign medications, therapies, coordinate specialists. Allocate medical device.

  • Communicate instructions & support for diagnostics, treatment options, medications, lifestyle adjustments.

  • Post treatment follow-up to ensure patient responding, discuss any ongoing care needs, self monitoring, device monitoring, healthcare tools and in person visits.

  • Track performance, refine, and improve continuously.

Patient Journey + ServiceNow

ServiceNow CSM/CRM

Delivery exceptional patient services and proactive tailored patient journeys. Track treatment plan compliance, lifestyle modification, patient monitoring and more managed in once place

ServiceNow Assist

Allows seamless inquiry, scheduling, coordination and education to patients reducing load on healthcare workers,

ServiceNow App Engine

Seamlessly integrating care coordination, maintaining EHRs, Billing, Scheduling, Referrals

AI Agent Orchestration

Orchestrating AI agent to AI Agent coordination between education, scheduling, automated follow-up

Download the White Paper:
Accelerating Patient Outcomes in Healthcare

Reducing Administrative Burden

Reducing Administrative Burden Opportunities

  • AP Automation, Bank Reconciliation, Billing & Invoice Processing, Rebate/Credits

  • Sourcing, Procurement Management, Supplied Management, Medical Equipment Management (Assets), Inventory Management

  • Workforce recruitment automation, automation of onboarding, tracking compliance

  • Manage payroll and timekeeping, automate answering questions on compensation and benefits

  • Workforce scheduling, absentee management, timekeeping

  • Keeping practitioners trained and educated on policies, procedures and new regulations.

  • Manage incidents w/ technology, maintenance and managing GRC

Reducing Admin Burden + ServiceNow

ServiceNow Finance + Supply Chain

Seamlessly automating, reconciling and managing finance and supply chain capabilities

ServiceNow HRSD

Modernize and automate HR processes enabling HR practitioners. Employee Center, HR Agent Workspace, Manager, Career, Leader Hubs, Now Assist for HR

ServiceNow Now Assist

Allows seamless inquiry, onboarding, automation of HR, IT tasks.

ServiceNow ITSM / ITAM / EAM

Manage IT Services, Assets Management and Lifecycle Management

ServiceNow GRC

Ensure regulatory compliance, reduce risk and streamline processes related to governance in a constantly changing regulatory state.

Download the White Paper:
Accelerating Patient Outcomes in Healthcare