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How we work

A clear start. A considered handoff.

Moving work to a new team is an operational change—not just a new vendor name. Use this proposed engagement sequence to agree the work, protect continuity, and make responsibilities visible.

  1. 01

    Discovery

    Understand the starting point

    Discuss your service mix, team structure, current systems, and the work that is not moving. Use business-level information, not patient records.

    Move forward when: Both teams can describe the same problem.

    Working output
    A short problem statement and a list of questions to resolve.
    People to involve
    Practice lead + ShanMedTech
  2. 02

    Workflow mapping

    Draw the handoffs

    Identify what starts a task, which information is required, who can approve a change, and where an exception returns. Separate the old backlog from new work.

    Move forward when: Every selected queue has an owner and an escalation path.

    Working output
    A task map with owners, dependencies, and exclusions.
    People to involve
    Operations leads
  3. 03

    Scope & access

    Agree the working scope

    Document included tasks, reporting definitions, communication channels, commercial terms, and access requirements. Assess applicable agreements before operational data is shared.

    Move forward when: Required agreements and access approvals are in place.

    Working output
    An agreed scope, responsibility matrix, and readiness checklist.
    People to involve
    Authorized business and system owners
  4. 04

    Launch

    Start with a controlled handoff

    Confirm available inputs, review a small agreed work batch, and resolve process questions before expanding the queue. Timing depends on access, documentation, and scope.

    Move forward when: The handoff works and unresolved issues have named owners.

    Working output
    A reviewed first batch and a record of unresolved setup items.
    People to involve
    Assigned operations contacts
  5. 05

    Ongoing review

    Review and adjust

    Compare work received, completed tasks, pending dependencies, and repeat exceptions. Revisit the scope when new locations, services, or systems change the operating conditions.

    Move forward when: Reporting leads to a documented next action.

    Working output
    An action-focused review with decisions, owners, and next dates.
    People to involve
    Account and practice contacts

Before a transition

Keep existing work from falling between teams.

Separate backlog from new work.

Agree a cutoff date, ownership of open accounts, and how incoming responses are routed. Identify time-sensitive items for the authorized team to review; do not assume a handover resets payer deadlines.

Keep systems and approvals explicit.

List the systems involved, approved access methods, source documents, and retained responsibilities. A system name on a scope does not establish integration or access permission.

There is no universal launch date. Timing depends on scope approval, system access, available inputs, and readiness on both sides. Get the transition planning checklist →

Start with the workflow you have today.

Tell us what your team handles, what is waiting, and where you are considering support.

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