Following a recent dual go-live of Workday HCM/Payroll and UKG Pro WFM, this large healthcare provider faced a mounting ServiceNow ticket queue tied to pay rule errors, accrual discrepancies, and overpayments, along with unstable clinical and physician scheduling workflows. With payroll accuracy and system reliability on the line, the client turned to Surety Systems for hands-on, technical UKG Pro WFM expertise to drive stabilization.
Our team provided deep configuration experience across Timekeeping, Advanced Scheduling, and Accruals, performing forensic SQL-based data mining to identify the root cause of recurring pay and accrual errors. The engagement also included auditing and repairing the data flow between Workday HCM/Payroll and UKG Pro WFM to resolve timing issues around terminations and off-cycle changes, along with troubleshooting complex clinical scheduling models and physician on-call rotations to reduce manual workarounds. Throughout the engagement, our team documented all configuration changes and delivered hands-on training to the payroll team, while building customized UKG dashboards and Dataviews to give leadership real-time visibility into labor costs and staffing levels.
This collaborative approach not only resolved the client’s highest-priority tickets and stabilized payroll processing, but also equipped the internal payroll team with the knowledge to independently triage future issues across their clinical and physician scheduling environment.
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