“At Northwell Health, our people are our greatest asset. Oracle Cloud HCM allows us to invest in our team members by providing modern, flexible technology and streamlined workflows that make interacting with HR easier than ever. With improved access to information using Digital Assistant, team members can quickly find the answers they need, allowing us to personalize the experience and support everyone's individual goals.”
Business challenges
New York’s largest healthcare provider cares for more than two million patients a year across its network of 900 facilities. Its 85,000-plus employees share a common goal—to raise the standard of healthcare for all.
As the state’s biggest private employer, Northwell Health implemented Oracle Fusion Cloud HCM to help establish a unified environment designed to meet the evolving needs of its workforce. Previously, Northwell used Oracle PeopleSoft for HR, payroll, benefits and compensation, as well as Taleo for recruitment and performance management. The health system recognized the need to modernize HR to better support its staff. The company wanted to not only improve the current employee lifecycle but also build toward a future of increased automation and enhanced user experiences.
With Oracle, our technology is more than just back-office support. It's a platform for engaging directly with our team members, understanding their needs, and continuously improving their experience.
Why Northwell Health chose Oracle
After assessing several top vendors, Northwell Health selected Oracle Fusion Cloud Human Capital Management (HCM) for its ability to connect every HR process across the organization.
Oracle Cloud HCM’s fully integrated suite would eliminate legacy applications and provide a central platform for all HR data and resources. This integrated application would allow the health system to standardize HR functions with the help of modules such as Oracle Payroll, Oracle Talent Management, and Oracle Recruitment.
Also, Northwell Health could take advantage of the AI-powered capabilities of Oracle Digital Assistant to answer HR-related inquiries within seconds, at a time that is most convenient for team members. The chatbot’s casual, conversational language would provide a more human appeal. In addition, Oracle HR Help Desk would bolster the Oracle ME employee experience platform to boost the team member experience.
In addition, Northwell wanted a measurable way to provide training that was relevant to each user’s role, whether the person would be a power user or interact with the software infrequently. It also sought a way to track staff training and software adoption progress. It implemented Oracle Guided Learning to speed acceptance of Fusion Cloud HCM and offer continuous engagement. The tool offers training in the context of the application to help ensure a seamless, unified experience.
"When we first discovered Guided Learning, we knew it would be incredibly useful and necessary if we wanted to have a successful implementation of Fusion HCM Cloud,” says Jon Frascati, senior director of Northwell’s Human Resources Support Center.
Results
After the implementation, Northwell employees gained mobile access to essential HR transactions, which helped to streamline tasks such as updating personal information, submitting performance reviews, and applying for a new job through a single, intuitive portal.
Oracle Guided Learning helped Northwell Health team members start using Oracle Cloud HCM applications immediately. In just seven months after installation, staff downloaded 2.5 million training guides, with 94% of employees participating. HR help tickets dropped by 40%. The ability to send messages in the application helped Northwell deliver key updates, such as go-live readiness and specific changes to policies, which improved team engagement.
The company also offered smart tips and messages to communicate important details to staff within the flow of work. Taking advantage of analytics helped Northwell influence behaviors within the application using targeted messaging, such as providing reminders of time changes for holiday schedule payroll signoff to limit the number of adjustments made. It also used role mapping to build awareness and prevent errors among leaders and team members across multiple positions. “Just-in-time” education, which provides information on benefits, payroll, and talent management, was another success.
Partners
Northwell Health worked with Oracle partner Deloitte to help implement Oracle Cloud HCM. Deloitte worked with the organization’s project leads to design more efficient HR workflows, assist with change management, and help ensure continued success and adoption post go-live.
About the customer
As New York’s largest healthcare provider, Northwell Health employs more than 85,000 staff—including 12,000 affiliated physicians—and cares for over two million patients per year. In 2024, it was recognized in Fortune magazine’s Best Workplaces in Healthcare, ranking number one among all healthcare organizations in New York.