The Silverline Blog
Industry insights, Salesforce news, and more
Provider
Improving Care Through the Patient Contact Center
Reading time: 5 minutes
Customer satisfaction matters just as much in the healthcare industry as any other. Often, the patient contact center (PCC) is a patient’s first experience with a provider or organization, and can set the tone for the rest of the relationship. On average, most health systems lose between 10-20% of annual patient revenues from patient leakage....
Provider
25 Healthcare Statistics That Show the Power of Patient-Centered Care
Reading time: 4 minutes
At Silverline, we believe in data. We’ve been working in the healthcare space for 10+ years, and there’s one thing the healthcare industry continues to do well: produce mountains and mountains of data. There’s clinical trials, studies, patient reports and monitoring — not to mention clinic attendance, gaps in care, and scheduling. But with all...
Payer
Future-Proof Member Management for Health Insurance Companies
Reading time: 3 minutes
In a world where business technology seems to change and age faster than ever, companies typically have two options for enabling new capabilities: modify what they have, or invest in new tools designed for their specific needs. Today’s health insurance companies are no exception. As they scale for growth and adapt to digital trends, client...
Payer
Cracking the Code for Healthcare Member Engagement
Reading time: 3 minutes
Payers have to effectively manage a tangle of ever-changing relationships between providers, groups, and member communities — all while handling traditional operational challenges like claims processing. Today, member expectations are changing. Meeting these new demands requires payers to step up their member engagement programs. Payers need to evaluate the best step forward for their organization...
Payer
Payer Provider Portals: What They Are and Why You Need One
Reading time: 4 minutes
As a payer, you know that your contractual relationships with different providers can be complicated. (Understatement of the year, right?) You’re dealing with different lines of business, government regulations, tangled provider relationships, and payment schedules that can be wildly different. What you need is a health insurance provider portal powered by Salesforce to bring it...
Financial Services
Tableau CRM vs. Tableau vs. Einstein
Reading time: 4 minutes
The foundation of any great customer experience? Data. Salesforce has always been a best-in-class CRM, with industry-specific solutions like Health Cloud and Financial Services Cloud. But one of their biggest value propositions is bringing more data to more people in an organization. As Salesforce continues to expand, it can be challenging to keep up with...
Provider
Improving the Patient Experience Starts with These 7 Steps
Reading time: 5 minutes
At one time, providing high quality of care was enough to build a successful healthcare practice. Today, however, doctors and their staff must also provide high-quality, efficient service to attract new patients and achieve high patient retention. The road from potential patient to loyal, returning patient is long — beginning with an online search for...
Provider
A Guide to Chronic Care Management with CRM
Reading time: 4 minutes
Six in ten adults in the United States suffer from chronic disease, according to the CDC. Four in ten adults live with two or more chronic illnesses. Americans spend about $1.8 trillion on the management and treatment of chronic diseases such as asthma, diabetes, cancer, and heart disease each year. By definition, chronic diseases are...
Payer
Salesforce Industries + Health Cloud Implementation Enhances Member Experiences and Call Center Efficiencies
Reading time: 3 minutes
This client is a large payer in the Southwest, with well over 1 million members and nearly 2,000 employees. Their primary focus is helping people get healthy and stay healthy. The need: a better view into member engagement The client knew they were behind the times in terms of technology and member expectations surrounding customer...
Provider
Salesforce and HIPAA Compliance: What Providers Need to Know
Reading time: 3 minutes
The 1996 Health Insurance Portability and Accountability Act (HIPAA) protects patients and patient data in the United States, which includes all electronic data managed by healthcare providers. Managing this data isn’t a nice-to-have, but a requirement — one many providers are very familiar with. How does that translate to new tools, especially CRM, which counts...