As one of the fastest-growing healthcare data platform companies in the country, the client was in a period of rapid expansion, acquiring new businesses at a record pace. While this growth fueled innovation, it also revealed cracks in IT operations. Change Management, Incident Management, and Crisis Management processes were fragmented, slow, and resource-heavy, creating bottlenecks in an industry where reliability, speed, and compliance are critical.
To address this complexity, the client chose a ConsultNet Principal Change Management consultant with a proven record in high-growth, high-compliance environments to lead the redesign. She plays a pivotal role in the transformation, bringing process expertise, healthcare industry insight, and a strategic technology vision to ensure IT can keep pace with business demands and regulatory requirements.
RESULTS AT A GLANCE
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- Designed and began implementing unified workflows for Change, Incident, and Crisis Management
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- Prioritized automation and outsourcing to increase focus on strategic healthcare initiatives
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- Deployed integrated tooling for real-time visibility and faster decisions
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- Stabilized operations amid high-volume acquisitions
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- Created a scalable blueprint to support public-company readiness
CHALLENGE
With dozens of acquisitions in motion, each with its own systems and processes, the client’s IT organization was stretched thin. Approval delays, inconsistent workflows, and limited visibility were slowing performance and adding risk, especially in a healthcare data environment with strict compliance requirements.
The mission was to:
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- Build consistent, repeatable processes that scale across the enterprise
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- Reduce friction and time-to-resolution for operational changes and incidents
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- Align staffing and skill sets to top business priorities
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- Enable rapid IT expansion while maintaining compliance and data security
SOLUTION
Partnering closely with client leadership, the Principal Change Management consultant conducted a deep assessment of existing processes and tools, identifying quick wins and long-term structural improvements.
Key steps included:
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- Leveraged Jira to organize and prioritize change requests across teams
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- Using Incident.io to streamline incident resolution and reduce downtime
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- Evaluating ServiceNow for integrated ITSM workflows and AlertMedia for crisis communications
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- Automating manual processes to remove bottlenecks and reduce operational risk
By combining process engineering with a carefully selected technology stack, the consultant enabled faster change approvals, improved incident handling, and stronger crisis readiness. These capabilities are critical for a healthcare data platform that must deliver high performance while maintaining compliance and protecting sensitive information.
“We are not just streamlining workflows. We are building a healthcare-ready IT operation that can scale with the company’s growth and still meet the highest standards for speed, security, and compliance.”
Kaitlin Barkley, Principal Change Management Consultant
DELIVERING MEASURABLE IMPACT
Even in the early phases, the redesigned framework is delivering results. Response times are faster, visibility has improved, and internal teams can focus more on strategic initiatives. Guided by the consultant’s leadership, operational resilience is strengthening in step with business growth, positioning the organization to integrate future acquisitions without disrupting mission-critical services.
