---
sourceDocument: Australia Healthcare and Life Sciences
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/healthcare-life-sciences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Explore

# Exploring Care Team Work Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Exploring Care Team Work Management

Care Team Work Management is designed to help hospitals streamline and standardize operational workflows across care teams.
By defining, assigning, and managing work through structured task plans, it reduces administrative burden, allowing clinicians to focus more on patient care while enhancing operational consistency and compliance readiness.
Show full answer Show less  

## Key Features

* **Task Plans:** Define standardized steps for one-time or recurring operational activities that span multiple departments or locations. This ensures consistent execution of workflows such as daily readiness checks, infection control reviews, or multi-unit audits.
* **Operational Rounding Playbook:** Enables creation of structured rounding task plans complete with required fields, checklists, and clinical or operational standards. Supports scheduling for recurring or one-time rounds and automates related work creation across units with evidence capture and progress tracking in the Healthcare Workspace.
* **Care Team Activities Playbook:** Focuses on recurring unit-level tasks like safety checks or shift readiness reviews, generating care team cases and tasks directly for selected teams without multi-unit orchestration.
* **User Roles:**
  * **Care Team Agent:** Executes and fulfills assigned tasks.
  * **Care Team Agent Manager:** Creates requests, fulfills tasks, builds work plans, and monitors completion.
  * **Operational Leader:** Creates multi-unit task plans and oversees operational execution and progress.
* **Workflow:** Administrators configure the application; operational leaders create task plans; unit managers assign tasks to care team members; progress is tracked and confirmed upon completion.

## Key Outcomes

* **Standardization and Automation:** Routine and recurring operational tasks are standardized and automated, improving efficiency and reliability.
* **Improved Visibility:** Operational leaders and managers gain enhanced visibility into task progress and performance at the unit level.
* **Reduced Administrative Overhead:** Streamlined workflows free clinicians to spend more time on patient care.
* **Consistent Execution Across Units:** Multi-unit orchestration ensures that workflows are executed uniformly across departments and locations.

## Next Steps for ServiceNow Customers

To maximize the benefits of Care Team Work Management, customers should explore detailed guides on configuring the application, creating task plans using both the Operational Rounding and Care Team Activities Playbooks, tracking task plans, and fulfilling care team tasks.  
Care Team Work Management provides a structured way for hospitals to design, coordinate, and execute operational work across care teams. By standardizing how work is defined, assigned, and completed, it reduces
administrative overhead, gives clinicians more time for patient care, and improves operational reliability and regulatory readiness.

## Care Team Work Management overview {#ctwm-exploring__cf-exploring-parent-overview}

Task plans define the standardized steps care teams must complete for one-time or recurring operational activities that can span multiple departments or locations.

By authoring a task plan once, operational leaders ensure that each unit executes the same workflow consistently. Some examples of potential task plans include a daily readiness check, an infection control review, or a multi‑unit
audit.

Use the Operational Rounding Playbook to build structured rounding task plans that include required fields, checklists, and defined clinical or operational standards. These task plans can be tailored to
individual units while remaining part of a broader multi-unit workflow. They support built-in scheduling for both one-time and recurring rounding activities.

The playbook automates the creation of all related work across units and organizations while supporting evidence capture, exception reporting, and progress tracking directly in the Healthcare Workspace.

Use the Care Team Activities Playbook to build recurring task plans for routine unit-level work, such as daily safety checks or shift readiness reviews. These task plans generate care team cases and tasks
directly for each selected team or unit, without the cross-unit orchestration layer used by multi-unit programs.

## Care Team Work Management users {#ctwm-exploring__cf-exploring-parent-users}

{#ctwm-exploring__table_bvl_bj5_w2c__entry__2}

| User | Description |
|-|-|
| Care Team Agent | Care Team Agents use Care Team Work Management to create requests and fulfill tasks assigned to them. |
| Care Team Agent Manager | Care Team Agent Managers use Care Team Work Management to create requests and fulfill tasks assigned to them. They can also create work plans and track completion status. |
| Operational Leader | Operational leaders use Care Team Work Management to create multi‑unit task plans and oversee operational execution. |
[Table 1. Care Team Work Management users]

{#ctwm-exploring__table_bvl_bj5_w2c}

## Care Team Work Management workflow {#ctwm-exploring__cf-exploring-parent-workflow}

1. An administrator configures the Care Team Work Management application.

2. An operational leader creates a task plan composed of orchestration cases and tasks and care team cases and tasks for select units.

3. Units receive a care team case and assign it to a unit manager.

4. The unit manager assigns care team tasks from that case to members of their care team for fulfillment.

5. The operational leader tracks progress and confirms completion by completing the orchestration case.

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## Care Team Work Management benefits {#ctwm-exploring__cf-exploring-parent-benefits}

{#ctwm-exploring__table_evl_bj5_w2c__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Standardize and automate routine operational tasks. | [Create a care team task plan using the Operational rounding playbook](https://www.servicenow.com/docs/H53iOoKl666Avgbyv6ZODw "A purpose‑built Operational Rounding Playbook guides plan authoring across multiple apps in a single flow—from plan details, healthcare orchestration case/task setup, and affected organization selection to scheduling and publish.") | Operational Leader |
| Standardize and automate recurring unit-level operational tasks. | [Create a task plan using the Care team activities playbook](https://www.servicenow.com/docs/7sgYmNByjFx3ANGv8E3KEw "Use the Care Team Activities Playbook to help your care teams can manage recurring operational tasks across units.") | Care Team Agent Manager, Operational Leader |
| Improve visibility into operational performance at a unit level. | [Track care team task plans](https://www.servicenow.com/docs/sLYQP09XZFZwNvtc~DgXQA "Once you’ve published a task plan, you can track progress of all healthcare orchestration cases and tasks from within the Healthcare Workspace.") | Operational Leader, Care Team Agent Manager |
| Fulfill cases and task created from task plans. | [Fulfilling care team task plans](https://www.servicenow.com/docs/qQeV2uGEta~ozEV7l836FA "Fulfill the cases and task generated from care team task plans.") | Care Team Agent, Care Team Agent Manager, Support Agents |
[Table 2. Care Team Work Management benefits]

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## What to explore next {#ctwm-exploring__cf-exploring-parent-links}

To learn more about configuring and using Care Team Work Management, see:

* [Configuring Care Team Work Management](https://www.servicenow.com/docs/OZEGcxTalnvnI1TgDTk2TA "Set up the Care Team Work Management application.")
* [Create a care team task plan using the Operational rounding playbook](https://www.servicenow.com/docs/H53iOoKl666Avgbyv6ZODw "A purpose‑built Operational Rounding Playbook guides plan authoring across multiple apps in a single flow—from plan details, healthcare orchestration case/task setup, and affected organization selection to scheduling and publish.")
* [Create a task plan using the Care team activities playbook](https://www.servicenow.com/docs/7sgYmNByjFx3ANGv8E3KEw "Use the Care Team Activities Playbook to help your care teams can manage recurring operational tasks across units.")
* [Track care team task plans](https://www.servicenow.com/docs/sLYQP09XZFZwNvtc~DgXQA "Once you’ve published a task plan, you can track progress of all healthcare orchestration cases and tasks from within the Healthcare Workspace.")
* [Fulfilling care team task plans](https://www.servicenow.com/docs/qQeV2uGEta~ozEV7l836FA "Fulfill the cases and task generated from care team task plans.")
* [Care Team Work Management reference](https://www.servicenow.com/docs/IgEmoI9bDlzlSpxmcyfPQQ "Reference topics provide additional information about Care Team Work Management components.")
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