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Client Spotlight: Advocate Health Care

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ShiftWise user Anne Callen takes us inside her job and tells us what it’s like using the vendor management software.

What are you doing through ShiftWise to improve vendor performance and relationships?

Anne: ShiftWise ensures that the vendors are meeting our tough performance standards. We expect a lot from our associates whether they be our own employees or an extension of our associate population with individuals that come through our vendors. Tracking the performance of each vendor on an annual basis and, on a monthly basis, we receive reports that ensure the vendor performance is where it needs to be. We also have the ability to track the individual staff performance and make sure that they’re meeting the standard that we have and providing the right quality of care.

Have you found any improvements from an efficiency standpoint?

Anne: ShiftWise improves our efficiency across the board. It allows us to ensure that we have one master service agreement for all our vendors which saves us countless hours. ShiftWise allows us to interact with many vendors – potential or current vendors – and it saves me the time of having all those interactions. And finally, from the standpoint of folks in our field, it allows them go to one place to identify needs and receive talent to be able to meet staffing requirements.

Do you think there’s an impact on quality of care?

Anne: We have a lot of needs across the system and ensuring that we’re bringing in top talent really allows us to feel that the quality of care will be met, and the patients will receive the experience that they deserve.  By using rate benchmarking, it ensures that we know what  the demand is in the market, different levels of services,  ensures that we are bringing in top talent to meet the Advocate system requirements.

From your perspective as an HR executive, how does HR benefit from the use of ShiftWise?

Anne: Our role in HR at Advocate is to provide service to our sites. We are responsible for ensuring that we have the talent across the system to meet the needs, to care for our patients and by using ShiftWise, it gives us the ability to really make sure we’re providing the service to our sites and that we have talent to meet the continuous demanding needs in the field.

How has ShiftWise’s client services team and regular business reviews enhanced your experience with the system?

Anne: The ShiftWise client services team has been a great partner to me. When I took over managing the ShiftWise process, I really had a lot to learn about the dynamics between the vendor and the interaction with the Advocate system and just by ensuring that we’re efficiently working through the process and really using the data that we have. We’ve been using ShiftWise for a number of years now so all of the data allows us to see if we have trends, if we need to make changes in the way that we’re operating. The client services team has been really helpful to me in reviewing that data on a regular basis.

Healthcare is constantly changing. How will ShiftWise help you change in positive ways?

Anne: The healthcare market continues to change and that requires that we continue to change with it so we’re continually looking at our staffing models to look at whether or not we have the right mix of staff at different levels, different sites, different units. We’ve been talking with ShiftWise about new uses of the tool to allow us to really build up the right pool that we need and use the ShiftWise technology to help support that need.

From a leadership perspective, would you recommend ShiftWise to other health system executives?

 Anne: I would recommend ShiftWise to other healthcare executives. It’s been very helpful for us to ensure that we have a highly efficient, cost-effective way to be able to manage the staff needs that are continually coming up on a regular basis for us. Partnering with the ShiftWise team, using the services and reporting has really helped us be able to do what we need to do.


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