Salesforce for Patient Engagement

The transition to more consumer-driven healthcare has made every interaction between a patient and your organization even more critical to ensuring the highest level of engagement and satisfaction. Knowing where to start when incorporating CRM into a patient access center is a key component… one that can be challenging. What use cases increase patient satisfaction? What types of engagement drive downstream revenue? How do you build a foundation that gives you a smarter start while building an enterprise CRM strategy?

Starting with Salesforce Health Cloud, Silverline has created a Salesforce for Patient Engagement solution to give providers a prescriptive, proven, and cost effective approach to delivering patient engagement while maintaining care delivery that is rightsized to the current healthcare environment.

Digital Patient Engagement & Marketing

As consumers become patients, they demand more from the healthcare experience through convenient, quick, patient-centric touchpoints and technologies. That entails:

Consumer-to-patient conversion and onboarding
Context-specific patient communication
Patient retention and loyalty journeys
Patient satisfaction journeys
Multi-channel engagement touchpoints
Patient outreach, reminders, and follow-up

A good patient experience is no longer the end goal; care gap journey management, chronic condition management, and other long-term relationships between provider and patient provide opportunities to transform the patient experience from good to great.

What's included in the bundle for Salesforce Patient Engagement?

We chose use cases that are common pain points for healthcare organizations, and that also demonstrate ROI — from downstream revenue to patient satisfaction.

Patient profile and general inquiry
Create a holistic patient profile for the agent/user to gather info from the patient and display known demographic information that can be verified/ updated. This allows for the assignment to a work queue and creates a path for closing the case.
Scheduling support
Scheduling clinical appointments can be a challenge for hospitals, practices, and clinics. Using Salesforce Health Cloud for scheduling support can reduce call time and guide agents through the process.
Referral management
Referral management in Health Cloud allows centralized referral management staff to manage both provider-driven and patient-driven referral processes to ensure efficient and effective management of the referral lifecycle.
Provider and facility directory
Creating and defining your provider network is a critical first step in managing patients and navigating them within your healthcare system. The Salesforce Patient Engagement solution includes: robust provider and clinic/facility profiles; tiered relationship to healthcare system; scheduling rules or restrictions at the provider, clinic, or insurance level; services provided and procedures performed in the clinic, and more.
Care gap management
Care gap management in Health Cloud allows healthcare organizations to address health maintenance or gaps in care to improve the health of their patients and meet quality standards that affect revenue.
Knowledge management
Knowledge management in healthcare organizations often refers to static content stored in another application, notebook, or based on web searches. We believe that knowledge management should be dynamic and dispersed across Health Cloud in order to surface it when and where it’s needed.

Common challenges addressed by the Patient Engagement solution

Poor visibility and data tracking. Difficulty understanding the unique touchpoints for a patient within the healthcare system. Limited access to consumer, patient, and provider data via encounters, claims, social media, website usage, and patient satisfaction.
Disparate systems. Essential processes (call scripting/guidance, scheduling, referral management, insurance verification, nurse triage, care coordination, provider network management, etc.) split across separate systems, impacting agent and coordinator productivity.
Inefficient workflows and siloed knowledge. Inability to streamline and drive more standardization during and after the engagement workflow, and prolonged follow-up times or case closure leading to limited agent productivity. Lack of visibility into other service lines, provider and facility attributes, or program FAQs — hampering the ability to provide first-call resolution.
Capped agent and coordinator enablement. Inability to capture customer preferences, best practices, and guidance/knowledge to improve patient onboarding and efficiency, as well as capitalize on patient interactions to improve service education and drive greater engagement and outcomes.
Diminished patient experience. Decreased ability to ensure high customer satisfaction and engagement for all interactions and streamlined inquiry/case/incident resolution. Lacking continuity of interactions across programs, service lines, and providers.