Client Profile
One of the largest not for profit health systems in the country, serving more than three million patients a year across hospitals, clinics, and specialty practices, was modernizing its digital patient experience and clinical operations. The organization wanted to improve patient access, reduce care delays, and strengthen compliance with CMS and Joint Commission expectations.
Leadership had made several attempts to scale modern delivery practices across digital, clinical, and operational teams, but results were inconsistent. They selected ICON Agility Services because of its trusted reputation in complex and regulated environments and its record of guiding large enterprises toward measurable results. ICON’s history with public sector healthcare, large insurance organizations, and provider systems reinforced the confidence that this transformation would be grounded in proven methods and real outcomes.
The Challenge:
Gridlock in Care Delivery
The health system faced a set of challenges that are common but deeply consequential in the world of modern care delivery. Appointment access initiatives, digital front door upgrades, clinical workflow enhancements, and regulatory tasks often moved slowly or stalled entirely. Many teams relied on manual processes and handoffs that caused frequent delays between clinical operations, IT, security, and compliance groups.
Quality metrics, patient satisfaction scores, and CMS related reporting requirements all depended on changes that moved through a complicated landscape of EHR updates, clinical pathways, digital tools, and governance boards. Yet teams did not have a unified view of progress, and leaders struggled to understand where bottlenecks were occurring.
Portfolio reporting was fragmented across spreadsheets, disconnected ticketing systems, and isolated departmental updates. This created uncertainty when preparing for board reviews, internal audits, and external regulatory assessments. Teams felt pressure but lacked the clarity needed to work with confidence and coordination.
Executives wanted a trusted partner who understood the complexity of clinical operations and regulatory oversight and who could guide behavior, decision making, and delivery practices in a way that produced reliable and measurable improvements.
Modernizing patient experience for 3 million+ patients annually.
Manual processes and disconnected teams created bottlenecks between clinical ops, IT, and compliance.
Fragmented reporting led to uncertainty during board reviews and external audits (CMS/Joint Commission).
The ICON Agility Approach
The Diagnostic
ICON Agility deployed an AI-Native Value Stream Diagnostic to pinpoint exactly where flow was breaking down.
The Restructure
Moved from siloed departments to value streams focused on outcomes (Digital Access, Clinical Quality, Patient Throughput).
The Tooling
Implementation of Broadcom Rally and Clarity provided the "single source of truth" executives needed for real-time visibility.
The Solution:
Clarity Through AI and Agility
ICON Agility Services began with an AI-Native Value Stream Diagnostic specifically tailored for clinical and digital care environments. The diagnostic revealed exactly where flow was breaking down across digital access teams, EHR integration groups, clinical operations, and compliance partners. This objective evidence established immediate trust and helped leaders align around facts rather than assumptions.
With clarity on the constraints, ICON guided the health system through a restructuring of work around true patient and regulatory outcomes. This meant creating value streams focused on digital access, clinical quality, patient throughput, and regulatory readiness. Teams gained clear areas of responsibility and a consistent way to plan, collaborate, and measure success.
Engineering and clinical workflow coaches partnered with digital, data, and EHR integration teams to improve testing practices, streamline approval processes, and reduce the amount of rework caused by unclear requirements. These improvements created a sense of reciprocity, as teams experienced how the investment in better practices made their work smoother and more predictable.
ICON implemented Broadcom Rally and Clarity to provide real time visibility into all initiatives. For the first time, executives, clinical leaders, and operational managers could see the exact status of digital front door initiatives, clinical workflow enhancements, quality measure remediation, and CMS related projects. This transparency created social proof as additional departments began requesting access to the new system so they could manage their own initiatives with the same clarity.
Throughout the engagement, ICON worked directly with senior clinical and operational leaders, reinforcing SAFe behaviors, guiding decision making, building commitment across departments, and strengthening relationships between digital and clinical teams. By emphasizing shared goals and collaborative problem solving, ICON increased alignment and accelerated improvement.
The Outcomes:
Measurable Impact
- Speed:
Cycle time for digital/clinical updates improved by >33%. - Reliability:
Digital front door enhancements delivered on time; reduced rollback risks. - Compliance:
CMS and Joint Commission readiness tasks moved predictably, reducing audit stress. - Culture:
Shifted from fragmented scrambling to a confident, aligned rhythm of delivery.
The health system faced a set of challenges that are common but deeply consequential in the world of modern care delivery. Appointment access initiatives, digital front door upgrades, clinical workflow enhancements, and regulatory tasks often moved slowly or stalled entirely. Many teams relied on manual processes and handoffs that caused frequent delays between clinical operations, IT, security, and compliance groups.
Quality metrics, patient satisfaction scores, and CMS related reporting requirements all depended on changes that moved through a complicated landscape of EHR updates, clinical pathways, digital tools, and governance boards. Yet teams did not have a unified view of progress, and leaders struggled to understand where bottlenecks were occurring.
Portfolio reporting was fragmented across spreadsheets, disconnected ticketing systems, and isolated departmental updates. This created uncertainty when preparing for board reviews, internal audits, and external regulatory assessments. Teams felt pressure but lacked the clarity needed to work with confidence and coordination.
Executives wanted a trusted partner who understood the complexity of clinical operations and regulatory oversight and who could guide behavior, decision making, and delivery practices in a way that produced reliable and measurable improvements.
Client Testimonial
“ICON Agility helped us achieve clarity and momentum at a time when we were struggling to move critical patient and regulatory work forward. Their understanding of clinical operations, digital delivery, and regulatory expectations allowed them to guide our teams with confidence and expertise. They earned trust quickly by showing us real evidence, improving the way we plan and collaborate, and aligning our leaders around measurable outcomes. Our delivery is faster, our quality is stronger, and our teams are working together in a way we have not seen before. ICON has been an exceptional partner.”