Project / 01
Health systems
Provider Onboarding Workflow
CalAIM Community Supports brought new providers into a complex managed care system. Without a structured onboarding process, agencies faced scattered emails, inconsistent training, and no shared timeline — leading to delays and confusion before services ever reached members.
(Impact at a glance)
One shared launch path replaced a fragmented onboarding experience.~4 weeks
ramp-up timeline
30+
agencies trained
100+
frontline staff reached
The context
Providers received fragmented communications with no clear sequence. Training sessions weren't standardized across authorizations, reporting, and billing. There was no RACI matrix to clarify who owned what — so program managers, case managers, analysts, and billing staff were all working from different playbooks.
The approach
I designed a 6-week structured onboarding workflow anchored around a Welcome Packet delivered within 48 hours of contract execution. Three training sessions were scheduled in fixed windows: Week 1 (Authorizations), Week 2 (Reporting), Week 3 (Billing & Claims), with a Go Live at Week 4. A RACI matrix documented role clarity across all key functions. Seven reference documents covered every process from eligibility criteria to claims submission.
The outcome
One shared launch path replaced a fragmented onboarding experience.
30+ agencies completed onboarding through the new workflow. 100+ frontline staff were trained across three session types. Claims errors dropped, and back-and-forth between provider teams and L.A. Care reduced significantly. The model became the standard for all new CalAIM provider onboarding.
(04 / Selected process)
The work behind the work.
