Building Smarter Workflows: Transforming Onboarding and Optimization in Healthcare

In this episode of the Becker's Healthcare Podcast, Laura Deirdo interviews Dr. Sachin Gupta, Chief Medical Officer for Primary Care and Statewide at UNC Health Medical Group, and Jen Balchunas, Director of Onboarding and Optimization at Develop Me Leadership Coach. They discuss the creation and evolution of UNC Health's Onboarding and Optimization (O2) team, a cross-functional initiative designed to streamline clinician onboarding and improve workflow efficiency across healthcare settings. The team was born out of a recognition that traditional onboarding left new clinicians overwhelmed, leading to burnout and turnover. By combining data-driven assessments, real-time clinic observations, and empathetic relationship-building, the O2 team creates tailored, sustainable improvements that enhance both clinical performance and team satisfaction. Their approach emphasizes listening, trust, and practical support—such as optimizing Epic workflows and introducing AI tools—while maintaining a human-centered focus. The conversation highlights how the O2 team’s success stems from its members’ frontline experience, their ability to build trust, and their commitment to continuous learning and adaptation. They’ve shifted from being seen as evaluators to becoming trusted partners, with practice managers actively seeking their help. Looking ahead, the team aims to expand its scope beyond Epic workflows to include broader operational challenges like insurance coordination and specialty-specific processes. They also anticipate integrating emerging AI and digital health tools into clinical workflows, ensuring frontline providers are equipped to work at the top of their license. The episode underscores how thoughtful, human-first process optimization can transform healthcare delivery and team culture.