Elemy Provider Onboarding (B2E): Streamlining employee’s document collection
Project overview
Employer onboarding is a critical but operationally heavy process for benefit providers. Manual document collection across email, uploads, and back-office follow-ups created delays, increased error rates, and placed unnecessary strain on an admin team.
This project focused on redesigning the therapist's onboarding experience to centralize document collection, reduce administrative overhead, and support scalable provider growth.
My role
I led end-to-end product design across employee and admin experiences, including problem framing, interaction design and validation. I worked closely with product, engineering, and operations to balance user clarity with regulatory and operational constraints.
Core challenge: reducing operational risk at scale
Elemy set out to become a leading multi-state care provider across eight U.S. states. As the number of therapists grew, onboarding workflows failed to scale at the same pace, creating operational and compliance bottlenecks.
Key challenges included:
Fragmented document submission across multiple channels
High follow-up load for internal teams
Increased risk of missing or incorrect documentation
3+ weeks to onboard the new therapists
Constant back-and-forth to align on therapist availability.
Overall, the above mentioned issues required designing a system that could support rapid growth without proportionally increasing operational cost or compliance risk.
Designing a centralised document collection system
The solution focused on creating a single source of truth for document status and progress. Key principles:
Progressive disclosure of required documents — logically grouped in categories.
Transparent status tracking for employees and admins
Clear deadline of each step in the process
Importantly, therapists receive clear guidance at each step on which documents are required and how to submit them correctly.
Most time savings came from scheduling optimisation: therapists asynchronously submit availability, which the system automatically validates for accuracy and compliance—dramatically reducing approval time.
Supporting multiple roles without duplicating complexity
The system was designed to support:
Employees submitting documents
Employers tracking onboarding progress
Internal admins reviewing and managing submissions
Each role saw a tailored interface, while sharing the same underlying workflow logic — reducing duplication and long-term maintenance cost.
Admin experience: visibility and control
The admin view focused on:
Real-time overview of onboarding status across employers
Clear indicators for missing or blocked documentation
Reduced manual follow-up and context switching
This shifted admin work from reactive chasing to exception handling.
Results & Impact
Accelerated therapist onboarding from ~3 weeks to ~1 week through centralized document collection.
Lowered manual follow-ups and document-related support requests by ~35%
Enabled onboarding teams to scale employer onboarding without proportional increases in operational effort
