Driving AI & Agile Transformation at Fresenius Medical Care
The Challenge
Fresenius, a global leader in dialysis and healthcare services, needed to modernize critical systems across Care Delivery, Commercial, and IT Infrastructure. The challenge was twofold:
Unlocking the potential of AI to improve patient outcomes and streamline manual processes.
Overhauling legacy platforms (Salesforce CRM and ServiceNow) while transitioning teams to Agile ways of working.
AI & Automation in Care Delivery
Problem: Clinical workflows were heavily manual, resulting in inefficiencies and limited visibility into patient risks and trends.
Solution:
Spearheaded a 6-month AI proof-of-value initiative that included:
Indexer Summary Dashboards: Automated discharge and summary insights, reducing clinical workload by 50%.
Churn Risk Prediction: Developed a federated AI model for identifying at-risk patients, improving early interventions.
Data Integration: Launched pipelines between AWS and OnBase to centralize and anonymize patient data.
Governance & Change Management: Championed AI adoption through change enablement and stakeholder alignment.
Impact:
+6% improvement in patient retention
50% reduction in manual clinical tasks
Successful MVPs delivered for weekly reports and patient summaries
CRM (Commercial e-Detailing)
Problem: The legacy OneApp solution created compliance risks and hindered sales team productivity.
Solution:
Brian led a cross-regional Salesforce CRM integration to:
Deploy a new Canvas App for compliant e-detailing
Seamlessly connect Veeva Vault with CRM to ensure MLR-approved content
Enable real-time access to promotional assets via Microsoft Dynamics
Impact:
Streamlined sales process across Germany and North America
Greenlit by business sponsor for global rollout
80% of project milestones completed within 90 days
ServiceNow SPLIT Consolidation Program
Problem: Fragmented ServiceNow instances across departments created process inefficiencies and inconsistent workflows.
Solution:
Directed the successful consolidation of ServiceNow environments:
Migrated 115+ catalog items and optimized 92+ workflows
Unified disparate processes across Global IT and Operations
Built a cross-functional Agile delivery model with shared cadences
Impact:
Launched on schedule with zero critical defects
Reduced backlog by over 60% during Hypercare
Streamlined access provisioning through native SNOW roles/groups
