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.
Insight
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.
We mapped the full client journey across four stages: finding a candidate, confirming a candidate, on assignment, and post-assignment. At each stage, friction points surfaced that the platform could directly address without removing the human judgment and relationship-building that CHG does better than anyone. The vision we delivered was designed around that principle: reduce the friction, protect the relationship.
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Insight
CHG took the vision and built from it. The platform that exists today traces a direct line back to this work, which is a rare outcome for strategy and concepting engagements. It happens when the thinking is grounded in real user needs and delivered with enough clarity that a client can actually act on it.