Capabilities
- Vision & Strategy
- Creative Direction
- Team Leadership
- Journey Mapping
- Stakeholder Interviews
- Visual Storytelling
The nation's largest physician staffing agency needed a platform built around the people, not the process.
An entire industry was running on email and gut instinct. It was time to build something worthy of the relationships that drove it.
CHG Healthcare places locum tenens physicians (doctors who work on a temporary or contract basis) in facilities across the country. The business runs on relationships between recruiters, hospital administrators, hiring managers, and the physicians themselves, built one conversation at a time over months and years. The tools supporting those relationships were never built for the job. Information buried in email attachments. Processes requiring too much back-and-forth. Data that didn’t talk to itself.
As Creative Director, I led the team reimagining how the most important relationships in the business could be supported, not replaced, by technology.
The nation's largest physician staffing company needed a platform built around the people, not the process
CHG Healthcare places locum tenens physicians in facilities across the country. The business runs on relationships between recruiters, hospital administrators, hiring managers, and the physicians themselves, built one conversation at a time over months and years. Publicis Sapient was engaged to design the CHG Client Portal, a platform that would serve everyone on the client side of that relationship across the full arc of an engagement: finding a need, recruiting and screening candidates, negotiating contracts, credentialing, onboarding, invoicing, and planning ahead. At every stage, we found friction. Information buried in email attachments. Processes requiring too much back-and-forth. Data that didn’t talk to itself.
The Relationship Is the Product
Digital transformation for a business like CHG is organizational transformation. The goal was never automation for its own sake. It was to make the time people spend together, in conversation, building trust, smarter and better informed. Technology that replaces the relationship misses the point entirely. Technology that deepens it is worth building.
CHG is the nation’s largest physician staffing company, which meant the stakes of getting this wrong were significant. And the opportunity of getting it right extended well beyond CHG itself. An entire industry was watching. We went deep into the experience of every stakeholder in the relationship: recruiters, hospital administrators, hiring managers, and the physicians themselves. The friction was everywhere. So was the opportunity.
The answer was always the same: get out of the way of the relationship, and build everything else around it.
Speed, without losing the personal touch
One source of truth
Visibility, not more reports
The Vision Became the Blueprint
CHG took the vision and built from it. The platform that exists today traces a direct line back to this work. So does the organization that built it. CHG assembled an internal team and made strategic acquisitions to bring the capabilities needed to execute at this scale. The thinking didn’t just shape a product. It shaped a company.
