Client Profile
- Top-Tier Non-Profit Health System
- 3 Million+ Patients Annually
- National Network of Hospitals & Clinics
One of the largest not-for-profit health systems in the country 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 reinforced the confidence that this transformation would be grounded in proven methods.
Gridlock in Care Delivery
The health system faced challenges common but deeply consequential in modern care delivery. Appointment access initiatives, digital front door upgrades, and regulatory tasks often moved slowly or stalled entirely. Many teams relied on manual processes 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 moving through a complicated landscape of EHR updates 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 and disconnected ticketing systems. This created uncertainty when preparing for board reviews and external regulatory assessments. Teams felt pressure but lacked the clarity needed to work with confidence.
Critical Pain Points
Manual Handoffs
Delays between clinical operations, IT, and compliance slowed appointment access initiatives.
Regulatory Pressure
Uncertainty in preparing for CMS and Joint Commission assessments due to fragmented data.
Visibility Gaps
Leaders lacked a unified view of progress across EHR updates and digital tools.
Siloed Teams
Clinical and technical teams worked in isolation, creating friction and rework.
Clarity Through AI & Agility
The Diagnostic
ICON Agility Services began with an AI-Native Value Stream Diagnostic tailored for clinical environments. The diagnostic revealed exactly where flow was breaking down across digital access teams, EHR integration groups, and compliance partners. This objective evidence established immediate trust.
The Restructure
We guided the health system to restructure work around patient outcomes: Digital Access, Clinical Quality, and Regulatory Readiness. Teams gained clear responsibilities and a consistent way to plan. Coaches partnered with digital and clinical teams to streamline approvals and reduce rework.
The Tooling
ICON implemented Broadcom Rally and Clarity to provide real-time visibility. For the first time, executives could see the exact status of digital front door initiatives and quality measure remediation. This transparency created social proof, driving adoption across other departments.
Leadership Coaching
ICON worked directly with senior clinical and operational leaders to reinforce new behaviors. By emphasizing shared goals and collaborative problem-solving, we strengthened relationships between digital and clinical teams, accelerating decision-making.
Measurable Impact
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33% Faster Cycle Time
Digital and clinical updates moved significantly faster, reducing time-to-value for patients.
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Reliable Compliance
CMS and Joint Commission readiness tasks moved predictably, reducing audit stress.
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On-Time Delivery
Digital front door enhancements were delivered on schedule with reduced rollback risks.
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Unified Culture
The organization shifted from fragmented scrambling to a confident, aligned rhythm of delivery.
Within six months, the health system achieved a dramatic turnaround in delivery performance. Cycle times for critical digital and clinical workflow updates improved by over 33%, allowing the organization to respond faster to patient needs and market changes.
Regulatory readiness transformed from a source of anxiety to a managed process. For the first time, CMS and Joint Commission compliance tasks were tracked with precision, giving leadership the confidence that they were audit-ready at any moment.
Reliability of digital releases soared. "Digital Front Door" initiatives, critical for patient acquisition and access, were delivered on time and with significantly fewer defects, reducing the risk of operational rollbacks.
Visibility replaced guesswork. Executives and clinical leaders now had a single source of truth for portfolio status, enabling data-driven decisions on resource allocation and prioritization.
A cultural shift took root. The friction between clinical operations and IT dissolved into a unified rhythm of delivery. Teams felt empowered by clear processes, and leadership saw a direct link between the new agile practices and improved patient care outcomes.
“ICON Agility helped us achieve clarity and momentum at a time when we were struggling to move critical patient and regulatory work forward... They earned trust quickly by showing us real evidence, improving the way we plan and collaborate, and aligning our leaders around measurable outcomes.”