SCL Health Elevates the Provider Onboarding Experience

The Mission

SCL Health, a $2.8B non-profit healthcare organization with 8 hospitals and over 150 clinics, is committed to fostering optimal health for all. To deliver on that mission, they needed a world-class experience to attract and retain highly sought-after providers. Recognizing onboarding as a critical differentiator, SCL Health sought to eliminate delays and inefficiencies that impacted provider engagement and patient care.

The Opportunity

Legacy onboarding processes involved hundreds of manual, siloed tasks across 9 departments and up to 18 redundant data requests per provider. These inefficiencies created poor first impressions, delayed credentialing, and postponed patient engagement, leading to significant operational losses.

SCL Health launched Mission 2025 to reimagine preboarding and onboarding with defined milestones, clear roles, and streamlined credentialing. After evaluating platforms, ServiceNow was selected for its low-code configurability, and INRY was chosen as the implementation partner for their healthcare experience and speed-to-value.

The Solution

With support from INRY, SCL Health deployed ServiceNow’s Onboarding and Transitions, Employee Service Center, and HR Case Management modules. Key outcomes of the first phase included:

• A unified onboarding experience with a mobile-friendly interface and real-time task tracking

• A single source of truth for providers and internal teams

• Automated workflows, smart routing, and reduced cycle times

• Concierge-style support to deliver a high-touch, high-trust experience

INRY’s PASS Methodology ensured strong organizational change management to drive adoption and long-term success.

The Results

SCL Health’s onboarding transformation delivered measurable impact:

• 50% faster provider credentialing application turnaround

• 35% faster credentialing submission-to-verification completion

• 30% reduction in APP onboarding cycle time

• Significant efficiency gains, fewer redundant requests, improved data accuracy

• Freed providers to focus on care instead of chasing tasks

By modernizing onboarding, SCL Health dramatically improved provider satisfaction and accelerated time to patient engagement—reinforcing its mission and scaling operational impact.