A Smooth Transition to a Stronger Workforce

Driving Implementation Success 

Overview 

Rochester Regional Health (RRH), one of Western New York’s largest health systems, partnered with Aya Healthcare to transition from its long-time incumbent to a fully integrated Managed Services Provider (MSP) solution. The goal was to unify disparate systems, streamline vendor relationships and enhance visibility across the enterprise.  

Over a 14-week period, Aya executed a thoughtful, well-coordinated transition grounded in collaboration, strategic planning and accountable project management.  

Client Feedback 

“RRH completed a 14-week transition to a managed services model with agreed-upon milestones achieved, including go-live for key programs and standardized workflows across participating facilities. The implementation team was knowledgeable and professional.” — RRH Project Team 

Challenges

RRH faced the complex task of managing workforce operations across multiple hospitals, clinics and long-term care facilities. With numerous stakeholders, vendors and systems involved, operational inefficiencies and visibility gaps had developed over time.  

Key challenges included:  

• Decentralized structure: Diverse stakeholders and workflows across facilities created inconsistent processes and communication gaps. 
• Invoice and timekeeping issues: Frequent invoice issues including rejections, payment delays and inconsistent systems strained administrative teams. 
• Internal staffing pool recruitment: Experienced difficulties recruiting talent, leaving many shifts unfilled. 
• Legacy partners and contracting delays: Numerous local agency contracts and lengthy contracting cycles complicated standardization efforts. 

Solution 

Aya delivered a comprehensive solution powered by its LotusOne workforce management platform to standardized processes, streamline vendor management and strengthen internal resource pool recruitment.  

Key solution components included: 

• Full vendor consolidation of over 180 vendors unified under Aya’s MSP, including six new local agencies. 
• Standardized processes for requisition, invoicing, compliance and timekeeping across all facilities. 
• Regional support model with dedicated account managers and a centralized communication channel. 
• Enhanced recruitment by posting internal resource pool positions on the Aya Talent Marketplace, improving recruitment reach and efficiency. 

Customized LotusOne enhancements:  

• Mid-assignment performance evaluations to meet New York DNV audit standards. 
• Multi-tier invoice approvals integrated with Workday. 
• Streamlined requisition workflow for staffing operators. 
• Dedicated worker tracking tool for internal resource pool management.

Implementation Approach 

Aya’s Implementation team completed the 14-week transition with a clear focus on seamless delivery and operational readiness. The six-person team brought distinct expertise across project management, workflow design, IRP implementation, vendor onboarding, compliance and invoice integration. The rollout began with a centralized kick-off and onsite visits to align teams and establish ownership across all facilities. Regular working sessions and executive steering meetings maintained transparency and momentum, while close coordination between Aya’s delivery, compliance and billing teams ensured rapid issue resolution and consistent progress. 

 Key Results 

Category	Results
Go-Live Achieved	Implementation began May 1, 2025, with clinical travel, per diem and internal resource pool programs successfully launched August 10, 2025.
Vendor Consolidation	180+ vendors unified under Aya’s MSP, including 6 new local agencies.
Workforce Transition	634 workers transitioned (mid-assignment and pre-starts).
Operational Success	Invoice and timekeeping integrations live; standardized workflows launched.
Internal Resource Pool Program	Three dedicated program leads; 274 workers tracked in LotusOne.

 

Ongoing Success 

Following go-live, Aya provided continued support to oversee invoice integration and stabilize internal staff operations. Executive oversight then transitioned smoothly to the Program Management team. Through consistent communication, clear milestones and strong collaboration, Aya and RRH built a solid foundation for long-term workforce success. 

RRH’s participation does not constitute endorsement of products/services; results are specific to RRH’s implementation and context.