At Banner Health, contract management is an essential enabler for high-quality patient care
As a leading non-profit healthcare system, Banner Health understands the critical role that contracts play in delivering superior care to patients.
Banner Health’s Senior Technology Manager Joe Heinzman explains, “In a health care system, everything is tied back to a contract, whether you are onboarding new providers or ensuring that critical clinical infrastructure is available and maintained to standard. Ultimately, everything we contract for touches the patient, which is why effective contract management is essential. It needs to be efficient, reliable, and transparent so that we can provide the best possible outcomes for the people who trust us with their care.”
With ServiceNow automation, Banner Health could simplify contracting processes and enhance visibility
That’s why Banner Health decided to automate contract management with ServiceNow. At the time, contract management at Banner Health was done with a manual system, creating significant effort and complexity. This resulted in contracting delays and lack of visibility–for example, knowing where a contract was in the process or having the contract be accessible in a centralized system.
According to Joe, “We didn’t have a catalog of different contract types, so we manually collected the same 150 data points for each contract. That created a huge overhead. We used emails and spreadsheets to drive the contracting process, so things were difficult to track or untrackable, and had one system for data and one system that housed the contracts. Although we had a homegrown contracting system, it was inefficient, cumbersome to maintain, and the contracts lacked visibility needed by our stakeholders.”
Banner Health chose ServiceNow because of its unmatched request fulfillment capabilities
Banner Health chose ServiceNow to automate contract management, creating a custom application on the Now Platform®. Joe says, “ServiceNow is one of our key enterprise platforms. It’s perfect for handling request fulfillment types of applications like contract management. With ServiceNow, we could create an application that met our exact needs, while leveraging the underlying platform capabilities such as forms and workflows.”