This project documents a real-world process improvement initiative led by the Capabilities Team at a healthcare technology organization. The focus was on streamlining the client onboarding process for accessing internal applications—an area previously plagued by long delays, inconsistent workflows, and lack of ownership.
To respect data privacy, compliance regulations, and internal confidentiality policies, this repository does not include any proprietary documents, client-specific information, or actual internal data. All included materials (e.g., SOPs, process maps, summaries) are mocked or fictionalized representations created for portfolio demonstration purposes only.
Clients experienced long delays and confusion when trying to gain access to business-critical applications. The root causes included fragmented workflows, unclear responsibilities, and lack of standardized documentation and ownership.
- Establish clear ownership and accountability
- Standardize the onboarding process across teams
- Reduce turnaround time and eliminate rework
- Improve transparency for both clients and internal stakeholders
- Validated the problem via stakeholder questionnaires and team interviews
- Met with departments (IT, Security, Client Services, Ops) to assess risks and gaps
- Created current-state and future-state process maps
- Collaborated with Technical Writing to develop a client-facing SOP
- Built internal playbooks and routing documentation
- Secured leadership approval and implemented the solution
- Published SOP in a shared portal and launched monitoring framework
| KPI | Before | After |
|---|---|---|
| Avg. access turnaround | 5–10 business days | 2–3 business days |
| Request rework rate | ~30% | <10% |
| Onboarding escalations | Frequent | Rare |
| Ownership clarity | Fragmented | Centralized (Capabilities Team) |
- Auto-validate intake forms with smart logic
- NLP-based routing of access requests
- Predictive modeling for SLA forecasting
- Self-service dashboard for request status
client-access-onboarding-reform/ ├── README.md ├── docs/ │ ├── sample-sop-client-facing.pdf │ ├── generic-internal-workflow-map.pdf │ ├── process-map-before-after.pdf ├── feedback/ │ └── feedback-summary-template.xlsx └── presentation/ └── stakeholder-summary-slides.pdf
Loan Cao – Business Analyst | Process Improvement Specialist | AI Strategist-in-Transition
For more information or collaboration inquiries, please connect with me on LinkedIn: Linkedin.com/in/loanhcao/