Northwell Health taps Oracle Cloud HCM and AI capabilities to support employees
Oracle Fusion Cloud HCM supports New York’s largest health system in its goal to be one of the healthcare industry’s best places to work.
“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 2 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 leaders decided to overhaul its existing HR technology and create a unified environment that catered to the evolving needs of the workforce. Northwell was using 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.
Additionally, 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 assistant’s more 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.
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.
The company launched a digital assistant via the Oracle ME platform in 2023, timed with open enrollment. This provided 24/7 personalized support and information to all team members. The digital assistant effectively handled the majority of inquiries independently, boasting a 15% live agent connection rate and allowing the HR support center to focus on more complex employee matters. As a result, Northwell became more responsive to customer needs.
Northwell later implemented an AI-powered benefits agent, which eliminated the need for staff to navigate dense benefits manuals. Instead, employees received tailored answers through a simple chat interface. Because Oracle Digital Assistant continually learns and refines its performance with each interaction, it achieved a 98% deflection rate. This fostered increased adoption, and optimized the use of HR resources.
By embracing innovation and prioritizing the employee experience, Northwell established a modern, efficient HR foundation for continued growth.
Partners
Northwell Health trusted Oracle partner Deloitte to help implement Oracle Cloud HCM. Deloitte worked with the organization’s project leads to redesign more efficient HR workflows, assist with change management, and help ensure continued success and adoption post go-live.
About the customer
Northwell Health is New York’s largest healthcare provider and its team of more than 85,000 employees—including 12,000 affiliated physicians—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.