Those were all problems Paola Arbour had to deal with when she took the job in 2018 as chief information officer of Tenet Healthcare, an $18 billion hospital chain with locations across the US.
Tenet wanted "somebody who actually served CIOs and had knowledge of what it's like on that side," she said. "To actually sit in the chair and drive a culture change around how you treat the internal business organization like a customer." "They own the service level, they own the customer experience measurement, the scoring, they also own the financial metrics," said Arbour.to pushing the major changes Arbour was seeking. She pressed the IT team to employ more automation, streamline organizational structures, and use more software-enabled services to free up capital for various projects — an approach other tech leaders at healthcare providers have also employed.
Tenet also previously outsourced a portion of its engineering teams. Arbour took that all in-house and had to hire people to fill those roles. "You've got to shake up the talent, shake up the environment," she said.
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