HRchitect Delivers a Phased UKG Pro WFM Transformation for Our Eldercare Client’s Workforce

Client Background

Our Client is a New York–based healthcare organization serving more than 2,500 employees across a broad continuum of care, including home health services, assisted living, skilled nursing, and community-based programs. Supporting such a diverse care model requires a workforce management solution that can accommodate complex scheduling needs, regulatory requirements, and round-the-clock staffing demands, while remaining flexible enough to adapt to evolving operational priorities.

To support these needs, our Client selected UKG Pro Workforce Management (WFM) to modernize and enhance its timekeeping and scheduling capabilities across the organization.

The Challenge

As a healthcare organization operating multiple care environments, our Client needed a workforce management solution capable of supporting advanced scheduling, real-time staffing adjustments, and accurate timekeeping at scale. Ensuring appropriate coverage while maintaining compliance and controlling labor costs required a more sophisticated approach to scheduling and absence management than what had previously been available.

While the organization was prepared to move forward with UKG Pro WFM, the complexity of healthcare scheduling, combined with the need to minimize disruption to critical patient care operations, made the implementation especially challenging. Our Client required expert guidance to support a large-scale deployment of UKG Pro WFM Timekeeping while laying the groundwork for more advanced functionality, including Advanced Scheduling, SMS Shift Fill, Auctions, Absence Management, and Analytics.

To ensure long-term success, our Client sought a trusted partner that could not only support the initial implementation but also remain engaged through subsequent phases of the rollout.

Client Profile

• Our Client provides comprehensive, affordable eldercare, offering services from independent and assisted living to skilled nursing, short-term rehab, and specialized memory care
• Headquartered in Syracuse, New York
• Approximately 2,500 employees

The Project

Our Client partnered with HRchitect to provide client-side support during the UKG Pro WFM Timekeeping implementation, followed by ongoing support through a post-go-live services contract to guide Phase 2 of the project.

The deployment strategy was intentionally designed to balance speed with stability. Timekeeping was implemented using a “big bang” approach to establish a consistent foundation across the organization. Once Timekeeping was successfully live, HRchitect supported a phased rollout of Advanced Scheduling capabilities, followed by Absence Management, ensuring each module was carefully configured and aligned with our Client’s operational realities.

Throughout the engagement, HRchitect consultants worked closely with our Client’s internal teams, bringing deep knowledge of the healthcare industry and practical UKG Pro WFM expertise. When challenges arose, whether due to system limitations or unique operational requirements, HRchitect collaborated with our Client to identify creative solutions. In some cases, this included helping our Client design complementary tools, such as call lists, to bridge functional gaps while maintaining efficiency and compliance. By combining structured project support with flexible problem-solving, HRchitect helped our Client move forward confidently at each phase of the implementation.

Key Benefits

• Successful Timekeeping Deployment: A big bang Timekeeping implementation established a stable, organization-wide foundation for workforce management.
• Enabled Advanced Scheduling & Shift Coverage: Phased deployment of Advanced Scheduling, including SMS Shift Fill and Auctions, improved our Client’s ability to fill shifts efficiently and respond to real-time staffing needs.
• Improved Workforce Visibility: Analytics and reporting capabilities provided greater insight into labor utilization, scheduling patterns, and staffing gaps.
• Flexible Absence Management: The rollout of Absence Management helped standardize absence tracking while supporting healthcare-specific policies and workflows.
• Trusted Ongoing Partnership: HRchitect’s post-go-live support ensured continued progress beyond initial implementation, allowing our Client to optimize functionality over time.

The Results

The UKG Pro WFM implementation for our Client was successful, delivered on time and on budget, and has had a positive impact across the organization. Timekeeping and scheduling processes are now more consistent, reliable, and scalable, supporting our Client’s mission to deliver high-quality care without disruption. Despite the inherent challenges of implementing advanced workforce management technology in a healthcare environment, solutions were identified through system configuration or complementary client-developed tools, ensuring operational continuity throughout the rollout. 

Our Client’s leadership has expressed strong satisfaction with both the system and HRchitect’s role in the project. As our Client’s CIO shared: “It’s valuable to have a partner in the success of implementing UKG. Our HRchitect consultants were able to think outside of the box, bring industry knowledge, and help shape a successful implementation.” — Chief Information Officer, Eldercare Client

By combining expert guidance, phased execution, and a collaborative partnership model, HRchitect helped our Client modernize its workforce management capabilities while supporting the unique demands of a complex healthcare organization.