“Our people are being well taken care of and they feel like we have their back. They feel like they have the support system they need in place to be able to be home and do their jobs and take care of our members.”
IEHP Stays Flexible During the COVID-19 Pandemic
A Groundbreakers Story
Inland Empire Health Plan (IEHP) is one of the top 10 largest Medicaid health plans and the largest not-for-profit Medicare-Medicaid plan in the country. IHEP is the local initiative health plan for the San Bernardino and Riverside counties in the Inland Empire in Southern California, serving over 1.3 million members in the two-county area.
Customer Snapshot
Organisation: Inland Empire Health Plan
Industry: Healthcare
Headquarters: Rancho Cucamonga, CA
Employees: 2,500
Website: iehp.org
WorkForce Software Partner: Rizing
IEHP’s Need for Innovation
- Numerous manual processes and manual verifications
- Paper time sheets
- Lack of consistency
- Recurring problems within current time and attendance solution
- Issues with reporting
Finding the Right Tools for Change is Key. IEHP Needed:
- A single view of all employees
- Help attracting and selecting new talent
- Replacement of manual processes and systems
- One login with end-to-end capability
- Complex integration with current payroll system
“Our people are being well taken care of and they feel like we have their back. They feel like they have the support system they need in place to be able to be home and do their jobs and take care of our members.” —Michelle Gracey Application Services Manager
Healthcare Complexities facing HEIP:
- Rules and complexities that extend past midnight
- Multishift premiums, holiday pay, etc.
- Constant communication with employees going on or returning from leave
- Compliance with California state and federal guidelines
Planning for a Change
Taking the time to plan for change is key to success. To prepare for implementation, IEHP:
- Took inventory and document business requirements
- Hired a third-party consultant to help map and document current state processes
- Collaborated on the desired future state
- Met with each department head to ensure appropriate documentation
- Aligned with organisational culture
- Created process flows and diagrams
“We took the pandemic very seriously. We didn’t wait. As an organisation, we got our people home very quickly—2,500 employees home in less than two weeks. That was a big feat by itself and thank goodness we had the system in place to support them once they were home.” —Michelle Gracey Application Services Manager
Responding to COVID-19
IEHP went live in December of 2019, which was perfect timing for when the pandemic hit. To ensure the safety of their employees, the organisation:
- Responded immediately
- Successfully moved their workforce home
- Ensured employees had the time and space to take care of themselves and their families
- Put processes in place to ensure the health and wellbeing of their members
- Involved legal teams to help translate and accommodate the new leaves available in California relating to COVID-19
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