- Challenge
- Requests for the Core Patient Portal and Digital Experience teams arrived through a myriad of channels following our Epic and Sharp app go live. Whether it was emails, off-hand comments in meetings, Teams messages, Jira, Ivanti, or Smartsheet asks kept coming with prioritization frequently driven by whoever escalated loudest rather than actual business impact. Documentation was inconsistent, and there was no way to estimate response or completion times.
- Role
- As project manager and scrum master, I led a full redesign of our intake and triage process for both incidents and service requests.
- Approach
- Built a consistent documentation standard and process for all incoming work. Incidents now follow enterprise-wide SLAs based on priority and impact, with defined response and resolution targets, warm transfers, and correct categorization built in. Service requests route through Jira for product manager vetting and prioritization based on effort, impact, and business deadlines, then flow into a scrum framework for pickup by an analyst.
- Outcome
- Two-thirds reduction in the service request backlog over three months, with clearer, more consistent prioritization across the team. Ongoing process improvement and requester education to maximize efficiency and throughput.