Today's guest is Laurie Wheeler, Chief Operating Officer – IS&T at MultiCare Health System. Founded in 1882, MultiCare is a locally governed, nonprofit health system serving communities across the Pacific Northwest. Today, it operates 13 hospitals and more than 300 primary, urgent, paediatric and specialty care locations in Washington, Idaho and Oregon. With over 20,000 team members, MultiCare remains dedicated to improving health, expanding access to care and supporting the wellbeing of the communities it serves.

Laurie is an accomplished executive leader with more than 20 years of experience driving strategy and delivering results. She is known for turning vision into action through collaboration and strong partnerships, and for successfully advancing complex initiatives within matrixed organizations. Recognized as a decisive executor, Laurie effectively aligns executive teams and C-suite stakeholders across functions - including Finance, Legal, HR, IT and Clinical - to achieve critical organizational objectives.

In the episode, Laurie talks about:

0:00 An insight into her 25+ year career working in Healthcare and IT

2:35 MultiCare’s offerings with 13 hospitals, 300+ clinics and full healthcare services

3:23 Her role in IT culture, processes and optimizing the ServiceNow platform

4:57 Building a robust knowledge base to optimize ServiceNow

6:48 Focus on automation, ROI, and scalable IT support systems

9:06 How they successfully integrated Overlake Hospital’s service desk into ServiceNow

11:14 Excitement to expand ServiceNow, automate processes and scale efficiently

13:24 How strong governance and structured roadmap ensure successful ServiceNow outcomes

To find out more about all the great work happening at MultiCare Health System, check out the website www.multicare.org