Improving Processes and Employee Morale with Change Management
How a ticketing and data analytics software solution with change management support helped a health system's accounts payable team boost employee morale and create a better work-life balance for staff.
Client
The Franciscan Missionaries of Our Lady Health System is one of the largest healthcare systems based in Louisiana and is the leading healthcare provider for more than half of Louisiana's population, as well as serves Mississippi's largest metropolitan area. The health system is a non-profit, Catholic organization sponsored by the Franciscan Missionaries of Our Lady. Headquartered in Baton Rouge, Louisiana, the ministry serves patients in Louisiana and Mississippi through a network of hospitals, clinics, physicians, elderly housing and integrated systems.
Challenge
The FMOLHS accounts payable department is responsible for processing payments across the organization's growing health system in Louisiana and Mississippi. When FMOLHS implemented a new ERP system for finance, supply chain, and HR, the application’s accounts payable automation wasn’t initially as seamless as expected.
Around the same time, FMOLHS took over accounts payable and finance responsibilities for additional subsidiary companies. The accounts payable team needed to juggle several priorities: processing invoices, training leaders across the entire health system on new protocols, answering questions, and implementing the new ERP system. This resulted in several months of extended working hours for the accounts payable team.
FMOLHS's team had limited tracking tools for incoming communications and lacked the capacity and processes to respond to suppliers in a timely manner. The team needed to work aggressively to avoid delays in payments to suppliers.
Now, we have a history of every ticket that's come in from a supplier, and we can see how many times they emailed us or what we responded--all the details that we couldn't see before and information we've never been able to track.
Approach
FMOLHS has had a relationship with EisnerAmper for years and contacted their trusted advisors for help. Upon hearing about the issues, our Change Management group stepped in to assist by meeting with stakeholders to learn more about the client’s needs, identify gaps, address obstacles, and create an action plan to address the issues and position the accounts payable team for long-term success.
Our multifaceted approach included a temporary call center to cover immediate needs, new software implementation to manage incoming requests, and documented processes and training to help the accounts payable team gain efficiency. Consistent communication throughout the entire project was a critical component that allowed our team to scale support and adjust strategy in real-time, depending on what the client needed most.
Staff Augmentation
FMOLHS's leadership team realized they needed additional support to answer the large volume of phone calls and emails so that the accounts payable team could focus on the invoice processing. We provided a call center staffed with fully trained customer service representatives and implemented project tracking software. With incoming communications covered, the FMOLHS accounts payable staff could remain focused on the processing of invoices and completing system implementation.
The call center answered all incoming communications, collected details and invoices, and leveraged the project tracking software to assign tasks and questions to the FMOLHS accounts payable team when needed.
In addition, our team:
- Staffed and trained customer service representatives for the call center
- Developed call flow process mappings
- Created call center scripts, work aids, and training materials
- Provided onsite training for FMOLHS management
- Implemented policies and procedures to assist with FMOLHS's processes
- Created user guides and documented operating procedures for ongoing reference
Ticketing and Data Analytics Software Implementation
FMOLHS lacked a system to track calls and escalate workloads, leading to manual and sometimes duplicative work. Based on our experience internally and with clients, EisnerAmper’s Change Management team knew FMOLHS could benefit from a robust tool to manage its workload.
After learning the organization’s unique needs and expectations, we implemented a ticketing and data analytics software tool so the call center could track calls, invoices, credit holds, etc., and assign tasks to the accounts payable team. The software also assembles status reports and success metrics that FMOLHS utilizes as the basis for presentations to its board.
We were always reacting after the fact. Now we're more proactive, and it's helped us grow.
Results
Happier Colleagues
When our client was well-positioned to take over operations, the EisnerAmper Change Management team sunset the call center staff augmentation. The FMOLHS accounts payable department now has the necessary ticketing and data analytics tools in place to handle the large volume of incoming calls and emails, increasing their efficiency and allowing them to stay up to date on paying invoices.
FMOLHS leaders were happy to report that their team returned to normal business operations much quicker with the help of EisnerAmper’s Change Management team and they were even able to cross-train employees to give their staff the option for flexible scheduling.
Organized Workflow
FMOLHS is now set up to handle a high volume of calls and emails with a solid process. The team leverages a flexible ticketing and data analytics software system to help them track correspondence and delegate tasks efficiently. With software that fits the accounts payable department’s needs, they reduced manual tracking and data management and gained clear, real-time insights.
All accounts payable colleagues are thoroughly trained on the software and processes, allowing them to efficiently onboard new hires and expand capacity as the organization grows.
Positive Board Reports
During the ERP implementation, FMOLHS was concerned the software implementation would impact the timeliness of processing payments. To address this, the EisnerAmper Change Management professionals leveraged the new software system to build custom report templates highlighting key information, then trained the accounts payable team to replicate the process. With the software and processes implemented by our team, the accounts payable department could create clear, relevant, and timely reports to track that progress.
EisnerAmper’s Change Management team set FMOLHS up for success, and they continue to use the tools and processes we implemented to this day. Following the initial call center support, software implementation, and process development EisnerAmper provided, FMOLHS has restructured accounts payable team members to maintain the increased capacity and efficiency over the long term.
[The EisnerAmper Change Management team] gave 110%, and we wouldn't be where we are today if it hadn't been for them.
Change Management